Reviews (76-100 of 116)
- Support desk
- Incident management and change management are well suited.
- Workflow and attachments can be better, also project management can be better.
- 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.
Room reservations and incident management works very good.
We don't use TOPdesk for planning purposes, we think it's not really suited for this task.
- Ticketing: recording and handling IT tickets
- Self service portal with knowledge articles for employees
- Asset management can be improved
- Searching assets in a ticket can be improved (more fields to search instead of only objectID)
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.
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.
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|