Reviews (76-100 of 115)
- Change management
- Object management
- The ability to link every object and change an issue with each other.
- Right now we're on a bit of an older version (updating soon!), they could use better browser compatibility
- Parts of configuration are still on the server instead of in the app. It takes a bit more time
- Users have access to a very easy to use helpdesk system
- Support desk employees have a full overview of all outstanding and open calls
- As a manager, you have several tools to overview the performance of your department
- TOPdesk is definitely not the cheapest helpdesk tool
- TOPdesk is not a tool for building a complete document library
- Dashboards, it is possible to create all kind of dashboards in Topdesk, that help us to improve our services
- Self Service Portal, the Self Service Portal is very user friendly. We don't even need manuals for our customers.
- Monitoring, it's very easy to monitor all tickets & changes from all our customers. With one click you can see the status overview
- More detailed financial reports
- Very intuative for our end-users
- Easy to make adjustments in forms and pages
- Nice self-service portal functions for out-of-the-box use
- Copy and past-ing of images isn't possible
- E-mail forms will Always need to create a ticket. It would be nice to create forms without a ticket function.
- The greatest win for our organization was moving to a managed hosted platform. This gave us improved access for our remote users and increased service availability.
- The modular nature of the TOPdesk products allows us to only use the features we need. Additionally, the license model gave us increased opportunity with who can use the products.
- Almost all aspects of the product are customizable which means we can expand the product to other departments for their service needs.
- Sometimes desired feature sets are only available with additional modules such as change management module for workflow automation.
- Process automation can be the trickiest to configure and self-help documentation can be lacking.
TOPdesk is currently used in some parts of my organization (not linked with each other). Its current focus is to keep track of incidents reported by users.
The application is however capable of much more, of which I had a very good impression at a former employer. TOPdesk is able to support many demands on facility management, incident- and change management and much more. I like working with the application, both as a user and an administrator.
- TOPdesk handles incident management very well. It is relatively simple to get a good look at which incidents are submitted to various handlers.
- TOPdesk has an easy to use administrator module, which (with or without help from a consultant) brings you relatively quickly a professional set of communication tools with your users.
- TOPdesk is easy to integrate in your current IT structure and is able to be hosted both onsite or remote.
- To be able to use the more intricate features besides incident management takes a lot of study or hours hired from a TOPdesk consultant. However, if you have an organization which requires good facility and IT management (including handling objects, software licenses, company clothing, material, rooms and reservations) it can be your number one application. I even saw it being used for maintenance reports on vehicles!
- Versatile enough to be usable and add value across multiple support functions - makes ROI and efficiency conversations more obvious
- Great modular building blocks - enabling progressive development and improvement in planned phases
- Readily configurable to fit in with desired style and branding - adding to the alignment and common experience for end users
- Has all the essentials for empowering the end users to self service - shifting support level, delivering more timely and cost effective resolutions
- The only area of challenge for us with TOPdesk fitting in with our wider technical architecture is that not all of our more obscure tools had existing interfaces or APIs, but this is hardly a bad reflection on TOPdesk
- TOPdesk provides a clear, cohesive and intuitive customer experience
- Self-service portal enables reduced contact via less ideal modes i.e. email or phone
- Promotes effective parallel resolution to complex calls and more effective collaboration between support service areas
- A customer-focused, people-centric pan-organisation support tool which has done all we were seeking - even though we were seeking a lot!!!
- We are able to extend our support by allowing end users to self help. This is done with the use of the knowledge base packaged with TopDesk.
- We are able to effectively track help requests and meet SLA requirements
- Topdesk provides our users with a one stop place for all help requests and facilities management requests.
- We would like the ability to merge tickets. Some times we have multiple tickets come in regarding the same issue and have not been able to merge them together.
- The events reservation system is nice, but would like it expanded to support more events management instead of just reservations.
- TOPdesk can be tailored to specific needs, by means of a broad range of functionality modules that can be added when needed or left out when not. This makes TOPdesk versatile and highly configurable, without unneeded clutter and complexity.
- Elaborate workflows are easy to create, can span various departments and can trigger custom notifications and automated actions at any point in the flow, dependant on any thinkable (set of) criteria.
- The user interface of TOPdesk is attractive, clear and consistent across modules. The comprehensive search, card (tab) management and personal dashboards make for an idividually customizable experience.
- The form engine of TOPdesk absolutely needs to improve. As it stands, it is usable only for the most basic of tasks. Conditional questions can only be triggered on the value of a single radio button. Checkboxes, dropdowns and the like cannot be used to steer the flow within a dynamic form, nor is there an option to create composite conditions. Furthermore, the styling is fixed and cannot be altered in any way. This is too bad, as the styling has various spacing flaws that you need to work around using empty text items. Questions cannot be copied within a form, nor from one form to another.
We also use TOPdesk to track assets, user permissions, and licenses. I wrote some custom reports that enable us to perform quarterly management audit reviews.
- It is easy to use and enter information. It provides a cost effective way to document and track work activity.
- It allows for the creation and access of Knowledge Items to support self-service for users and document IT and other processes.
- Email sweepers allow for the automatic creation of ticket requests.
- Tickets can be categorized allowing them to be routed to the appropriate teams.
- It can be hosted internally which makes it more secure.
- Templates can be created to collect specific information.
- Email replies can be automatically sent to users alerting them of requests for more information or notification of ticket closure.
- We have encountered difficulty scheduling the creation of tickets (e.g. create tickets based on a weekly schedule to perform a service).
- Writing queries for custom reports to query the database is a little difficult since 75% of the column headings are in Dutch.
- The configuration flexibility is somewhat limited.
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.
- As a service desk tool, it is ideal for 1st and 2nd tier engineers.
- Less suited for transition from a project to service desk
- Incident management works well, especially with the self-service portal
- It is easy to add SLAs and do reporting
- Measuring and reporting on response times (instead of lead time) is not yet completely implemented (under construction)
- Topdesk is well suited for incident management in software development companies.
- Integration of change management module and incident management has room for improvement.
- 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.
- The overview of open tickets is very clean and clear
- Registration of new incindent is very simple and quick to do
- The added functionalities in the ticket/cards (cursive text, yellow marking of specific comments etc) is very well appreciated
- My biggest annoyance with TOPdesk is the statistics and reporting tool, the mixture of needing to use selections and or filters plus the nearly impossible task to see employees' performance on a daily basIs is beyond comprehension.
- The layout of the self-service desk forms needs to be more adjustable. When hidden fields are used in forms the layout is warped.
As I said earlier from a manager's point of view, Microsoft Bi is better at interpreting the stats and figures then TOPDesk itself.
- 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.
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.
- Has featureFree Trial Available?Yes
- Does not have featureFree or Freemium Version Available?No
- Has featurePremium Consulting/Integration Services Available?Yes
- Entry-level set up fee?Optional
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)||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|