We use TOPdesk to support our clients and colleagues. As a service provider, we serve more than 600 customers with more than 10,000 users. We also use the tool for the support of our own staff. It is used here in all support units and is the lead system. Starting with the staff planning knowledge management, support, and material management to invoicing, we have mapped our processes in TOPdesk.
- The Vendor TOPdesk does an excellent job in Consulting.
- The tool gave us the possibility to standardize and automate our processes.
- We think in the SLM-Module there are some things to improve. E.g., in Contracts, you are not able to link the objects to the contract.
- For us it is really important to register all of the hardware form our customers. So the CMDB is really useful.
- It's really easy to work with target days and report on that. Incidents are solved much more quickly with TOPdesk.
- The API is really useful and powerful. We build ourselves a Kanban board which works really well and was easy to install.
- For us it's really import to register all the working hours. It would be nice if we could combine hours from different modules in 1 overview and how many hours somebody has worked that week. In this way we could monitor if we're busy.
- It's not possible to combine incidents. It would be nice if there are two incidents which are the same, that can be combined instead of deleting/archiving one.
- Maybe some kind of sales module can included.
- TOPdesk is user-friendly and easy to start working with.
- The product gets better and better and is continuously improved. TOPdesk also has many integrations with third party applications by default.
- The vendor informs their customers very well about new developments, etc. Their support is well organized and has a good quality.
- It's very important that an application like TOPdesk supports you to a administrate all your data in a fast way. This is especially true for incident handling. TOPdesk is able to automate tasks you are frequently using, but out-of-the-box the system lacks default automation. You should automate your tasks in TOPdesk yourself. It would be better when the system assists you in an optimal way by default.
- TOPdesk uses search lists in several places in the interface. Think for example of brand, type, category, etc. Currently you must maintain these lists separately in the application and cannot add new items to search lists on the fly (while adding a new object record like a call or equipment).
- You can only save plain text in text fields. It would be better if you are able to save your content in HTML or RTF format. Then you can also save images in text fields. That's much easier then, for example, linking saved screenshots to calls.
- Register incidents regarding defective computers
- Register change requests regarding creating new users
- Communicates with other suppliers through worcade
- Easily prints Gantt charts
- Worcade also for changes
- Several other things that we have to work with further on . We are just a few weeks using new Topdesk Saas solution.
- Is provides a good structure for the facility management
- It is efficient in the flow of communication
- Endless possibilities with various modifications and modules
- It should be less work to to enter small jobs
- With less employees, it loses its added value
- Self Sign-In portal, users can update their own calls, and see the status without contacting IT staff.
- Knowledge base of solutions applied in the past so you don't have to invent the wheel a second time.
- Reporting to see what kind of problems consume the most time.
- Can't really think of any thing, the program has every option and more than we seek in a ticket system.
- The SelfServiceDesk that TOPdesk offers is so adaptable! You can really do just about anything that comes to your mind when making good use of HTML Requests. Next to being creative yourself, TOPdesk offers a lot of prescribed functions you can make great use of.
- Selections are an ease to use, really. Since the new reservation management [tool] that got implemented since TOPdesk 5.4, they made it even easier within this module while keeping the same functionality. Selections are the roots that our catering services rely on for their to-dos, as well as for example drafting bills and so on, so it's great this functionality is implemented in such an expressive way in making them and using them and printing them.
- Although TOPdesk is very adaptable, there are some limitations you could come across that you will not be able to avoid. I must admit that this shouldn't be the case if your process is adopted to reformed best practices, but when getting real creative in, overall, a technical way of speaking, TOPdesk could take control over that creativity.
- Perfect software to support our busy IT department
- Takes work out of our hands and gives us a higher customer satisfaction
- It is very focused on the users of the application and very user-friendly.
- It provides very extensive management reports.
- The support and aftersales of TOPdesk is very good.
- There is room for improvement in the subject of recurring reservations, where adjustments were sometimes hard to make.
We are using the incident management, asset management, change management, reservation management and SLA processes. We also host TOPdesk for other organizations. In all situations, TOPdesk is the front end for [first] line service desks and the back end for other departments. We connect the CRMs to TOPdesk to get the customers in it.
We also register the spent hour registrations for our projects and connect that information to other systems.
- The change process is flexible to use. I made different configurations for different situations. You activate only the specific processes you need. You also have the choice to choose the easy change process (without activities) or the difficult process with one or more activities.
- With the incident process you can build this product to the rules of each organization. I operate an organization with 1000+ users. The organization is moving to different solutions and each time I succeeded.
- You can split the groups and modules in detailed 'pieces' of each process. So if you want someone to do one thing in one process for one task, it is possible.
- I configured a very difficult SLA with split priority times into the standard TOPdesk SLA setup and it works fine.
- Using SLA for groups instead of categories.
- Build standard solutions setups with screenshots.
- A better form designer; for us, it's no problem because we use a form server.
- The file management system could better. I hope in future it's possible to get the files into the database itself.
TOPdesk can help in organizations with a lot of departments [to] work all together in one system. For small organizations, it's good to know that the self-service desk has enough strength to get and publish the information you want.
I don't know what type of organization is not suitable for TOPdesk.
What business problems does it address? Changes, problems and incidents and configuration management.
- The standard modules are complete and work fine.
- Support is excellent.
- Easy to use.
- The form designer is too basic.
- The possibility to extend fields are limited.
- Events and Actions are working fine but full rich text is missing in the emails.
Less appropriate for a CRM.
- Their support department is phenomenal. There are enthusiastic people always pull out all the stops to help you!
- All of their standard modules work fine. 2 or 3 are missing (in my humble opinion) functionality, but that's easy to fix [see below].
- Finally, the value for money is fine.
- 1: The Form Designer module. That one is missing some functionality.
- 2: The visitors registration module. That ons also is missing functionality.
TOPdesk is well suited for IT, and facility management.
If you use TOPdesk only for making Reservations, for example, at a company restaurant, then there is a slight chance that you will miss functionality.
- It has a basic setup that can be used without much need for configuration. This way you can quickly start with the use of the tool without the need of extensive knowledge of the tool.
- The main focus is incident management. This module is well developed and suited for the task.
- I feel the tool is most suited for small to middle sized companies who are starting with the implementation of working via processes and would like to combine multiple supportive business units in one tool (shared service center).
- I would change the modular setup of handling incidents, changes and problems. Currently it is really hard to change an incident into a service request or a problem if it was wrongly classified in the beginning. And due to the modular setup new features are most of the time first available in the incident module and not in the others. Therefore the modules are not uniform and different solutions, work methods, have to be implemented with is not efficient and is confusing for the users.
- Working with templates would be a plus. So [would] changing hardware configurations in bulk, deploying rights and settings to users, changing sets of changes or incidents etc. Besides some small options this is not broadly available in the tool.
- We use a Test, Acceptation and Production setup. Though every change of a setting has to be manually configured through the different environments. This makes it not only very labor intensive it is also very prone to mistakes. We would like to see an option where you can export a set of settings (changes in the tool) and import those, so you can easily move and test different options.
- I find it strange that a tool that on of its core purposes is to support ITIL processes, does so badly support changes within the tool.
- There is no intelligent syntax checking in the interface of any field of the tool, besides the database check of text, number or date. The user does not get any help with what to enter where or help with reformatting values. Something you would expect from a cloud-based web tool in 2016.
Works fine for smaller companies that would like a tool that is easy to set up and not too complicated to maintain; as long as you are willing to change the way you work to the options available in the tool.
Does not work so well for bigger companies with more complex infrastructure and more dedicated systems that have to be combined.
- Self-Service Desk - this great functionality sets your users in place for 24/7 incident management and delivery of a knowledge base.
- Modular base - Based on the needs of your company you can choose which modules fit for your organization.
- More functionability for Managed Service Providers
- Self Service Portal: the portal is user friendly and has a modern and fresh look. By using tiles with graphics, end users can easily find what they are looking for. The search function on the Self Service Portal is very strong.
- Workflow engine: with the embedded workflow engine, Topdesk provides you with an easy tool to create and modify workflows and their approvals. You don't need to be an engineer to create a workflow.
- Integration of Services: it's very easy to integrate services. An example is the integration of Meeting Room Manager and Visitor Management. From creating a meeting room, a visitor can be registered in the system. Only 1 action is needed for that, instead of 2. Another example is the selection of supporting services for an event.
- Sometimes a module cannot be used effectively without purchasing another module. An example is that Reservations Management cannot be used as it should without the module for Building Management.
- Deployment for test to production is a manual interface. Everything has to be typed over from test to production and all settings have to be copied to the production environment. That is very error-sensitive.
- Sometimes it's difficult to find tickets and changes. You have to know how to search or type in the numbers exactly with spaces in between.
It is not very suitable for processes were financial management comes in.
We make almost the entire organization use TOPdesk. It gives us an overview of the quality of the provided support and accelerates some of our processes including the delivery of hardware in combination with a WACON tablet to digitally sign or a QR code as a service solution for coffee machines in house from an external supplier. Thanks to the application and its options, we were able to speed up the process so that there is now no effort on the part of our organization in the case of a malfunction.
The modules are easy to use and there are many coupling options such as XML. Currently we use almost all TOPdesk modules and handle about 160,000 client contact moments at our support desks every year.
- We use TOPdesk in combination with other programs such as Q - Manage (Dutch Network Security Program). When a device status is "stolen" or "stock", it will be directly blocked by our network.
- We use the module reservations management so we can streamline many applications. The customer can reserve themselves the necessary resources such as laptops or speaking areas. They do this themselves in the SelfService module and receive immediate confirmation by email.
- Through cooperation with the Facilities department, we are able to handle complex issues such as department relocations alignment.
- Due to the enormous growth of the company the customer experience from the development departments is sometimes forgotten. This is a focus point which is also seriously taken up by the program owners.
- I would like to see a certification track. How can users prove that they are experienced users of TOPdesk?
We use TopDesk for:
- Customer information & registration
- Maintenance & vehicle history & calculation
- Planning overview for vehicles works really well for us.
- You can put loads of information in the system without losing the overview.
- Automatic booking confirmations works really well for us.
- Vehicle planning which is suitable or at least visible on a smartphone.
- Smaller package for smaller companies maybe. We are not using all the available options.
- Invoicing option would be great. We are now using another program for the invoices we send to our customers.
- Easy to use Incident Management.
- The TOPdesk vendor has a very good support team.
- Reporting and selections. The reporting options are easy to use, but also limited in functionality. Reports can be scheduled to run automatically and to provide output per mail or in a document. Selections are more powerful, but there is no option to schedule them.
- Change Management module is powerful, but has a steep learning curve.
- The SelfServiceDesk. Good to see that there are great improvements in the latest TOPdesk version.
TOPdesk Review: "On a simple but great ticketing system (that has a lot more functionality than just ticketing...)"
Tickets are taken in first line by our help desk team. If tickets can't be solved by the help desk team, than tickets can be escalated to the suited support team, to the support organisation of a vendor or to the management of the help desk & support team. All communication happens via e-mail and all interactions and time registrations are logged in the system. These registrations are used to monitor our SLA's.
TOPdesk is a set of different modules and the ticketing module is the central part of the application. We use the ticketing module also for handling questions in one of our business service departments. We use it, as it was an application we had already in house, but it is not really suited for that.
Furthermore we bought also some facility management modules to manage the reservation of meeting rooms in our organisation.
- Rather cheap but each module has an extra cost.
- The TOPdesk organisation listens to the community. Next versions of the product contain often new wanted features.
- Open. It's easy to integrate your corporate data in the product.
- Broad set of functionality.
- Browser based, so easy to deploy.
- Communication can be adapted to your corporate identity.
- Every extra module has an extra cost (most modules cost the same and there are little economies of scale).
- Rather rigid functionality. You have to use the functionality as provided. It's not always easy to match that to your own needs.
- Not at lot of standard integration with other products. We could use an integration with JIRA e.g. but that's rather hard to do.
TOPdesk Scorecard Summary
Feature Scorecard Summary
1. Easy to use, quick to set up
2. Suitable for IT, FM or HR.
3. Seamless integrations with other packages.
4. Guaranteed service excellence.
5.Attractive and flexible licensing model TOPdesk has 20+ years experience in helping 5000+ organizations worldwide deliver the best service.
TOPdesk has a unique license model: - Modular: Select the modules you need and easily expand as your business grows - Saas or On premise - Unlimited number of assets. Successful asset management should not be dependent on the license of your product. - End users OR service agents based, whichever fits your situation best. If you are looking for flexibility in the number of agents for e.g. extra busy times of the year, the flexible end user license lets you add agents without any restrictions, no day passes needed.
TOPdesk Customer Size Distribution
|Small Businesses (1-50 employees)||5%|
|Mid-Size Companies (51-500 employees)||55%|
|Enterprises (> 500 employees)||Enterprises (> 500 employees)||40%|
TOPdesk Support Options
|Free Version||Paid Version|
|Video Tutorials / Webinar|
TOPdesk Technical Details
|Deployment Types:||On-premise, SaaS|
|Operating Systems:||Windows, Linux|
|Mobile Application:||Apple iOS, Android, Windows Phone, Mobile Web|
|Supported Languages:||English, Spanish, German, French, Portuguese, Dutch, Danish, Swedish, Hungarian, Italian, Polish, Norwegian|