TOPdesk

Well suited for Incident Management!!!

Less suited for: For Change Management (simples changes) we miss the functionality that a "Manager" can approve a change from within the Self Service Portal.

Very usefull tool to support IT and its processes. For complex workflows ir processes your organization needs to fit in the framework that Topdesk provides.

Incident management is excellent. It's less suited for modifications at the software site to get the interaction. Extern customers, instead of in-house.

In our organization, we use another application for facilities management. This department does not think TOPdesk is suitable for their work. But TOPdesk is well suited for logging incidents for other departments.
We plan on merge the SSP with Wish, but the Facility backoffice will still use Wish for their work.

If you want a professional helpdesk tool, TOPdesk is definitely the right choice. If it has to be cheap, there are a lot of other choices, but definitely not as good as topdesk.

I believe that TOPdesk is well-suited for environments that have more than maybe a handful of people. The licensing model is tier-based instead of per-user, per-operator, or per-account basis like some of the competing platforms. The licensing model and the cost have made it possible for us to accomplish things that we would not have been able to do on our previous "per-operator" model. I don't regard TOPdesk as being an ERP platform, so it can't do everything that an organization might need. In my opinion, it can get pretty close, provided there's sufficient executive buy-in at the organization.

The ability to see all work orders, whether assigned or not, is helpful. The ability for technicians to create work orders or transfer them between each other within a technician group is great. In some environments, the ability to move work orders between technician groups is a great feature. I think the reporting functionality needs significant improvement. I need to be able to extract data monthly and not continue to have reports that take 20 minutes to export because we are unable to pick our export information. One other thing we would like to see is email notifications enhanced so that as users respond to technicians, they get an email letting them know. We seem to have some issues with this notification.

I can't imagine myself in a support environment without TopDesk. It's plain but very user-friendly.

Any ITS department would benefit from considering TOPdesk. It is clunky, as I have said, but I've never seen a case management system that was not clunky. Its just so much data and so much work, I can't see how someone could make one that was easily intuitive while being as detailed. TOPdesk has a small learning curve, but once over that hump it works intuitively. The place I would hesitate to implement is with project management. It is great for tracking change or incidents, but use something like Team Dynamix for your projects.

Incident management and change management are well suited. Workflow and attachments can be better, also project management can be better.

TOPdesk has been a good choice for us to monitor our incidents. Too much knowledge was in the heads of individuals and therefore difficult to access. By sharing our knowledge via TOPdesk, we have a better overview of the ongoing problems on IT matters, but we also share knowledge. The number of incidents can also be measured and it is no longer just a feeling. Our hardware and faults on it are now also transparent and measurable. For us, TOPdesk is great

Service and self-service are top priorities for our business. TOPdesk fits perfectly with this. The self-service part of the application, in particular, has developed considerably in recent years. The customer has a central position and can enrich his knowledge bij looking up articles. Suggestions of these articles are also shown when the customer wants to create notifications. This may help the customer faster. It is very easy to create these articles. Thanks to TOPdesk's modular structure we can set up the application to our wishes. Upscaling and downscaling of modules are also possible and easy to arrange. However, the module workplace reservation must be further developed. For example, the user interface, additional functionality, and also the link with MS Outlook can be much improved. The module New Asset management will eventually replace the module configuration management but needs further development

TOPdesk is awesome if you need a ticket system for tracking any IT or computer needs. Software requests, bugs, hardware malfunctions, etc. You can create a knowledge base that adapts to the user's input in real-time. That is super cool. It is a bit cumbersome to track computers, OS versions, and assets in general. That said, asset tracking is just a pain period.

TOPdesk is a great solution if your departments are ready and willing to work together as a full team across boundaries to build a system, implement it, and maintain it long-term. It will not be a good solution if your teams are not ready to work together across departments.

It does most functionality one would require of a service management system very well. It is rather light on automation -- that could be good or not so good depending on an organization’s requirements.

We are still learning and tweaking our setup so this comment might not be 100% accurate, but this system seem more suited towards a smaller environment rather than a large corporation.

TOPdesk is best suited for mid-size and large-size organizations where employees can use a self-service portal to quickly find answers, report incidents, book resources, or call for support. It is not appropriate for enterprises and governmental organizations where the privacy of information is a must.

TOPdesk is great for a help desk ticket system but it does lack extra features. While those extra features are included they are not the most polished. From our experience, the extra features are inventory, remote control, and AD utilities.

TOPdesk works great for most of our teams. It is really helpful in keeping track of resources, tickets, and projects. However, it could be better with planning and reporting.

If you want a cloud-based, robust, customizable ticketing system, TOPdesk is for you. If you are a small shop that just needs to track a few tickets and have no need for automation of ticket creation or management of assets, you may want to look for a different solution.

I can only speak from our own experience but I would suggest that in any business where you wanted to track and resolve a problem this solution would be ideal. In our own environment we use TOPdesk to record student interactions with us and whilst this isn't a 'problem' the same principles apply. We want to provide outstanding support to our students with their queries, and this software is excellent for this purpose. It allows us to respond in a variety of methods (email, text, WhatsApp, etc.) to our students but also allows us to escalate their queries to other teams if they need to contribute to the solution so that we can be efficient, timely and effective in supporting our amazing students.

easy to use in small and larger enviroments.
The process for use is easy to explain to users

In the broad sentence of ITSM applications I think this is the best option. Especially the various departments and services and how they link and be able to work together in one application.

For helpdesk purposes, at the IT department or any other department for that matter, TOPdesk is the software to use. We have been using it for more than 15 years now and through the years they kept on developing the software with new additional functionalities of which I wasn't even aware of I was missing it.
Streamlining calls with TOPdesk saves a lot of phone calls and emails.