April 11, 2019
TrustRadius
TOPdesk is the flagship highly-modular cloud-based or installed ITSM service desk and asset management solution from the Dutch company of the same name, for enterprise companies.https://media.trustradius.com/product-logos/DY/sg/CARZX2SALMK8.JPEGTOPdeskLesli is very happy with TOPdesk Lite!2019-04-12T00:29:34.898ZLesli uses TOPdesk Lite for incident management: all IT-related calls are registered in TOPdesk. In this way, we are able to follow up on the calls and monitor them. The reports give us an idea of the number of calls, but also of the area in which the most calls come in.,1,TOPdesk Lite is easy to implement.
The Dashboard shows at a glance how many calls are open, which categories these calls relate to and how the calls are received.
In addition, there is a multitude of reports available to help you find out for yourself what you would like to know from your data.
The mail import functionality saves a lot of work: by sending all calls to one email address, they are automatically imported into TOPdesk Lite.,One of the improvements I would like to have is the ability to make my own reports in TOPdesk Lite. At the moment I can use (quite a number) of pre-defined reports. But for the report I really want, I still have to export the data to Excel and create in Excel my TOPdesk report.
For Topdesk Lite, I would like to have the possibility (at the start) to do the import of old calls that were registered in another system (or in Excel, in my case) myself. The only way it can be done now is to let Topdesk do/make the import itself (and this means extra costs). Also, the template for People (Pesonen) could do with more instructions.,9,Introducing TOPdesk Lite means for Lesli an increase in efficiency. Users send their questions, problems, etc. to ONE email address and that is then automatically imported into TOPdesk. All follow-up takes place in TOPdesk so that all information about a report is gathered together.
The use of Topdesk means an enormous saving of time for me. By registering and following up with TOPdesk, IT support is much more structured.,,10Edith BaijensTOPdesk: a movement of service.2019-07-17T14:06:12.608ZIt's used by a department. It's used for incident management for our external customers for incidents in the industry related to software, process, and hardware.,200,Fast to address incidents, reported by telephone
Fast tool to get information about customers
Modular, so we started with only incident management, but now we have change management, operations management, and object management
Fast replies of questions.,In the SSP it is not possible for our customers to get an export of their own incidents in, for example, Excel.
Email notification of incidents in the organization, For example, to client managers at our site and customer site.
Integration with other tools like Power BI, report manager.,9,Reduced escalation by new employees.
More detailed information about customers installations.,BugTracker.net,9Bas VerschurenTOPefficiency with TOPdesk2019-03-21T18:13:46.241ZIn our company, we use TOPdesk in technical customer support and also in any Customer Service department. TDPdesk has allowed us to do this with more organization and agility using its intuitive billing system where we can manage the tickets and chats of our clients. With this rapid communication generated by TOPdesk, it is possible to have a quick visualization of what is happening and what problem our client faces so our team of support is organized and can find the most appropriate solution to the problem quickly.,17,Ease of use: TOPdesk has intuitive interfaces, you find everything you need without problems.
Another positive point, and this I believe to be unanimous among its users, is the quality of the self-service portal. It is fantastic if you manage to insert a good database and knowledge, this will help in cases of small problems where the client will quickly find the solution and they don't need a call, saving the time of the support and relationship team.
Another point I like about TOPdesk is its constant upgrades. this shows that the development team remains committed to bringing improvements to the customers of the product.
The TOPdesk support and customer relationship team are incredible, they are solicited and provide quick service to any problem you have with the product.,I would like the form designer that comes integrated with TOPdesk to be improved, not that it is horrible or something that can not be used, but it would be interesting if it was given more resources that would allow you to make forms that are not so basic and limited.
The process of installing TOPdesk is somewhat complex. I think it could be more intuitive, although if you have a serious problem with it, their technical support offers great support and accompanies you throughout the installation process.,9,Well, when you deal with consumers and they face some problem or difficulty, they want a quick solution, otherwise, they let themselves be customers. TOPdesk helps us with this by keeping the customer satisfied and "faithful" with our company. TOPdesk's self-support portal also helps us by popping up a lot of the time and supporting relationship team expenses.,KronoDesk and Zendesk,10Marcio VizoliTOPdesk is TOPs in the field of Helpdesk/Knowledge Base systems.2019-02-07T16:59:13.311ZThe ECNO Shared Technology Services team uses TOPdesk as a one-stop ticket management and queue system for both our internal processes via Change Management, and for our external clients at 33 different school boards to enter support requests for our products and services. It provides both real-time monitoring of our current support requests shared between a team of 3 remote technicians, and allows historical data to be stored and accessed by both our clients and internal teams.,5,TOPdesk provides easy to customize reports based on user or organization designed selections, allowing the data stored inside the helpdesk solution to be extracted, analyzed, and acted upon. Using simple visual queries, any user is able to build data extracts on the fly
Importation of data is easy to arrange and insert into the system. From existing support requests to a customer knowledge database, the data can be imported once, or as part of a constantly updating system for user changes, asset management, or user-facing data.
The ability to reply to emails to update tickets, both as the person making the support request and as the person working on the support request, makes it much easier to keep everyone informed as to the progress of the tickets and the eventual resolution.,The initial setup curve is very high, with it being strongly recommended that you involve the company in the design and setup phases to be able to get the most out of the program. The complexity of the setup is more than offset by the functionality of the product.,10,TOPdesk has provided ROI of allowing our team more freedom to solve larger problems by directing users to Self-Service solutions through TOPdesk's self-service portal.
The clear delimination of work status on tickets allows our team greater efficiency to collaborate on solutions and issues. By updating support requests and being able to update either just the assigned technician or updating the user on the steps to attempt.
The Self-Service nature of ticket entry helps the members of our 33 different school board clients direct their tickets down specific pathways to either a solution, or allows us to direct the tickets to the team/technician responsible for the issue for a quicker resolution and less ticket churn between different teams.,JitBit Help Desk,9Jason BarkerCustomer sherpa can get you there, a journey together.2019-02-12T21:57:15.053ZAfter a lengthy review of our internal processes, procedures and systems we identified a need for an ITSM framework and application to help support it. All business requirements were defined and documented, prior to completing a formal RFP for a new platform. After a lengthy analysis TopDesk was able to meet all our documented requirements and deployment timelines. We are currently running TopDesk to manage how we work with IT requests for our 4000 users. Our current deployment is focused inside the IT department, but we have growing interest from other departments for workflow management and request tracking. We are on track to becoming a business partner with our departments and sites by improving IT's responsiveness, documenting expectations and over-communicating. Along with the platform we have defined 100 "cubed" mantra; 100% of all reactive issues will be tracked, 100% of all proactive work will be scheduled and 100% of IT work will be documented. We are now consistently getting IT done!,,Consulting approach to implementation
Ease of use
always on (Cloud),System is made up of modules which is good for the scalability, however, there is duplication of configuration effort if you have many of the modules. Ie. L1 and L2 tickets require all actions and events to be duplicated if they are the same.
Survey module might be better suited as an integration with market leader engine.
SSP forms could be more flexible if they were HTML capable to provide users a better UI
Enable the ability to import and export forms, templates, configurations via a customer marketplace. We could upload a good template or rule and other customers could down load it and use it (with a few configuration changes)
Knowledgebase articles could be HTML capable for improved user UI. Allow users to subscribe to KB articles and social media.
Allow users to update their user profiles with additional details (ie cell #, social media links, education, courses etc.)
Add education and training/courses to user profiles. This could provide organizations the ability to manage training.
Add task management. Not everything is a ticket. Many department activities that are requested or managed do not need to be a support ticket. Often meetings generate tasks that could be added to Topdesk. A task could be attached to an operator with task name, description, due date, perhaps even a checklist. Then email templates can be added to notify the requestor when complete.
Project module is lacking some of the basic details and metrics found in portfolio management (budget, summary, start date, target date, expenses, assets, time management). Project templates could be improved.
Could use a time and expense management. Expenses, time by ticket, project, task and/or a simple timesheet and expense sheet for approvals.
Finish the Asset modules to eliminate working with 2 asset modules.,8,It will allow us to change the IT culture towards service centric and project centric approaches.
Dramatically improve self-service
We should be able to do more, more quickly.,ServiceNow and Cherwell Service Management,9,3,Manage IT requests - never lose anything
Manage staff workload
Self-service for users,Non-IT departments responses to tickets and provide updates with being an operator,Asset management, cost tracking, contract tracking
HR user onboarding and off-boarding
Implement single Point of Contact
Operator training and education/course management,9,SolarWinds N-central, LastPass, Microsoft 365 Business,Yes,Price
Product Features
Product Usability
Product Reputation
Positive Sales Experience with the Vendor,We had a very detailed evaluation process with manage parts and a 8 hour vendor demo.
If I had to do this again I would be more specific on the detailed features we were hoping for.Peter ScantlandGreat product for ease of implementation, but back-end customization can be limited.2019-02-09T05:47:03.853ZWe use it within IT for: Ticket management, change management, inventory control, and the self-service portal
We are planning to onboard the maintenance department.,20,Change management request for cell phones with dual approval.
Change management request for VPN access with dual approval.
Inventory control with TOPsis scan.,More customizing flexibility in the SSP... ex.: iFrames.
All change management approval process visible within the SSP during manager approvals.,8,It gives us a clear picture of our day-to-day activities.
Able to generate reports for management.
Giving end users the ability to solve the little problems via the SSP.,,7Dan MoncionTOPdesk Review -- 10 years of TOPdesk2019-02-08T04:20:49.679ZWe use TOPdesk for incident, change and asset management internally and also for our B2B customer base. It gives us a central location to manage our global customer's issues and needs, and provides a simple way to delegate and track workflow. Additionally, the data we are able to report on allows us to pinpoint areas of improvement.,,Versatility. The ability to customize the interface.
The ability to customize workflows for Incident and Change management is the best I have seen.
The ability to segregate customer groups and manage them in one instance of TOPdesk is great.,Would love to see stronger Self Service functionality, such as AI.
Would like to see TOPdesk further embrace customer management of the platform.
This is a bit more subjective: The interface continues to improve, but I would like to see it be a bit more intuitive.,10,Increased efficiency.
Enables proactive customer issue management. Fewer action plans and reparation work.,,9Jay HamelTOPdesk is the first thing I open in the morning...so it's on the top of my list on my desktop.2019-02-06T00:41:47.424ZWe use it as our main ticketing system across the company. We used to use it with a previous company we owned. Tickets are either emailed to TOPdesk and a ticket is created automatically, or we manually create them. We also use it for our Change management approval process as well.,5,The ability to customize it.
Ability to access anywhere there is an internet connection.
Cost.,Maybe a little easier to customize.
Fix the Canadian phone support number. I called a few times and it just rings and rings.
Be able to drag and drop a pic into the comment area while updating a ticket.,7,Since this the first service desk I've used and it's the company's first ticketing system I can't tell if there is a positive or negative impact on ROI.
TOPdesk is used daily, so it's definitely being used.
We are slowing expanding its use. We started using the change management part of the system.,,6Randy MacFarlandTopdesk upgrade succesfull at Thomas Regout International B.V.2018-10-09T15:21:29.735ZAt Thomas Regout International we are using TOPdesk for about 10 years now in the ICT department for Incident Management.Because of the restrictions of our version of TOPdesk we didn't have the opportunity to use it for more.We did finally upgrade our light version to the professionel cloud version of TOPdesk and intend to use Problem Management, Change Management, Operation Management, Knowledge Management, and Asset Management.,150,Very good incident management tool. Within one year we will be using this for almost all our departments to manage their incidents and questions.
Good Change Management Tool. From the incident management module we can start change management for some issues with a nice workflow beyond it.
The Self Service Portal is for the users an archive for a lot of procedures, users can manage their own call, questions etc. And because we are gonna use TOPdesk for HRM and Payroll all our employees will have an account and we will all be speaking the same language.,Because we are using the new Topdesk version just for a short time it is difficult to answer this question.
We will be evaluating the application all the time and will communicate any missing functionality with Topdesk.,8,The different departments will be working together in a much more efficient way because everything is registrated in TOPdesk and we all speak the same language.
Shorter time to solve the problems because every employee can see the his calls and remember the agents if necessary.,8Lode BruyninckxTOPdesk helps to organise your IT department2018-08-30T22:14:42.049ZTOPdesk is used within the organisation as SPOC for IT related problems and questions.,700,It is a easy to use tool, with many out of the box standard utilities which help defining the IT process.
The CMDB module is a great way of keeping sight of hardware en software. We use it for creating reports and keeping track of our items.
The change process is very comprehensive and can be used for different types of workflows.,For us the change module is to comprehensive, and we use it only in a light form.,8,A good SPOC, easy to use for customers.
Creating IT processes and workflows.
A good tool for dispatching and tracking calls.,9Pieterjan vanderWerfTOPdesk a TOP application for ITSM processes2018-11-14T16:55:37.874ZWe use TOPdesk for our whole organization. We use it for incident management, configuration management, and contract management. It helps us to know our contracts with our suppliers, but also the contracts when we are the supplier. We follow up on all incidents and by doing this we have a good picture of our assets.,3,Incident management and following up. The knowledge base is very helpful for us to look back to previous issues and to know what the solution was.
We like the plan board so much - it is easy and native.
Contract management is helpful for us to know when contracts are ending and with the e-mail warning, we are able to extend the contract before the contract is overdue.,Sometimes the interface is a bit confusing as there are parts in ettings management and other parts in the module management.
Here in Rwanda internet is not stable, so when there is a short hick-up the connection has been lost and will not come back automatically,10,Positive; insight on issues and faster resolution
Cost reduction
More revenue as we extend our contracts and track payments better,10Martin 't HartGreat stuff!2018-10-30T18:49:58.894ZWhole organization uses it. Addresses all application questions about use, errors and malfunctions.,400,Registering incidents (quick and complete)
Monitoring status incidents
Reports and overviews of incidents (for management),Sometimes hard to find incidents and other items, also regarding to the configuration
Complicated menu structure
Hard to understand the process flow,8,Positive: Service level is higher
Positive: Self service is higher, fewer employees at the service desk (because of fewer phone calls)
Positive: Fast activation for external vendors (emailing about the problem is easier than calling.) So, less effort to make these calls.,7Dennis SchanschortAlready for 10 years a happy topdesker2018-10-08T17:09:39.721ZWe have been using TOPdesk for many years. And especially the new version is really appreciated. The whole organization is using it. We register our calls at the ServiceDesk and track the progress of the solution. The report tool is powerful and helps with reporting for our clients. The self-service tool became available a while ago. We will see if it works.,6,User-friendly graphical interface
Good reporting tool
Possibility to build a knowledge base for FAQ,We are not using all of the modules, so I would like to be careful with comments. Maybe some functions are available in other modules
CSM functionality,8,Since TOPdesk we and our customers have a good impression of our incidents.,,9Wil KuijpersTopdesk a must do2018-01-16T22:14:35.525ZWe use topdesk for SLA and IT ticketing system. Also our complete inventory, both IT and facility is stored in Topdesk,,Servicedesk ticketing
ITIL based
IT calls
Change management
Reservation system,User management
Administration tasks,9,More self service
Beltter overview over whats happening in IT
ROI because of better workload overview,,8,5,Ticketing system
Reservations
change management
knowledge system,9Frans KoolTOPdesk? Simply the best.2019-02-19T00:09:17.605ZWe use TOPdesk to register IT-related incidents. The program is used primarily by the IT department but other departments are seeing the benefits of TOPdesk and some of them are starting to use it as well.,25,Registration of incidents is very easy and doesn't take a lot of time. By pre-configuring options for the registration process, you can add a first or second line incident very quickly with all the information needed for the person who is going to solve the problem.
Registering new hardware is simple and goes very quickly. For example, adding 100 new laptops (all the same model of course) is done in a few minutes time. Just add one complete new item and after saving this item you can copy 99 more. Just change the serial number and your ready.
If anything goes wrong with the program, or you just simply do not know how to register something or how a certain list has to be made, you can just call or e-mail the TOPdesk tech department and they will help you get on your way again.,I really cannot think of anything that I miss or would like to improve on TOPdesk. Every update or new version has the right tweaks so you do not have to learn the program all over again and this is a big plus.,8,By using TOPdesk as a mechanism for registering incidents, the entire IT department can see which incidents come in and who is solving the most of them. It is always nice to see your name on top of the list of who solved the most incidents this week or month. This way everybody is encouraged to give that little bit extra.,,9Verified UserTOPdesk review2018-11-23T19:24:24.411ZWe use TOPdesk for streamlining our service management to our internal customers. The IT and Facility teams use TOPdesk primarily for incident and change management. With TOPdesk we can help our customers in an efficient manner and find trends within the issues they are having. Known solutions are recorded in our knowledge base, so that colleagues can easily find them themselves. This saves time for other activities and increases customer satisfaction.,6,The Self Service Portal is very powerful and easily customized with forms. Also getting results from within the knowledgebase while typing the subject of a new call, prevents some users from submitting a new call, because they already found the solution to their issue.
Intuitive interface for the Self Service Portal and the operators. TOPdesk is not difficult to use.
Inegration between the different modules in TOPdesk. For instance: an incident can easily be promoted into a change.,The Self Service Portal can use some more customizability. It would be great if it would be possible to drag and drop certain modules on different places on a (sub)page. For instance the location of knowledge items of major incidents and field with just text.
KPI's could be better. For instance a KPI that could trigger on the percentage of calls that have gone past their target date. Absolute number don't work in all situations.,9,Shift-left.
Increased efficiency.,9Verified UserTOPdesk as a service desk tool2018-11-23T16:07:53.272ZAt my organization we use TOPdesk as the service desk tool for all IT calls. We also use TOPdesk as our CMDB. TOPdesk is used only by the IT-department. Although we have looked into implementing TOPdesk for usage in another Department (our info desk) they decided to use another tool.
For the IT department TOPdesk fulfills it's role as a service desk tool and CMDB. We have all the businesses we support listed and their hardware in the CMDB. And hardware and user are linked.,9,TOPdesk is very good in automating emails.
All user questions can be routed through TOPDesk.
Powerfull CMDB.,Ease of editing the CMDB.
Mailing updates to customers with a one click button (though that might be a local (lack of) configuration).
Timer for working on tickets.,7,Automate ticket registering.
Prioritizing the ticket flow.
Search option to find calls which have gone through multiple operators.,ServiceDesk Plus,8Verified UserSmooth transition from on premise servers to SaaS2018-09-28T06:42:17.342ZWe have used TOPdesk for many years now. As a MSP we provide IT-support for hundreds of primary schools in our country . TOPdesk enables us to provide our customers an efficient and easy way to report and communicate about incidents. Our IT support staff can manage incidents and retrieve all information with TOPdesk and keep the end-customer informed about progress.,15,Incident management
Custom made portals and web interface
Reporting and monitoring,A public web - space or forum without the need for login would be a welcome addition.,9,With the transition to SaaS the maintenance cost has come down and at the same time we can always use the latest version available.,9Verified UserPerfect tool for small and medium size businesses2018-12-02T23:55:04.594ZTOPdesk is used globally across the whole organization. It allows us to support the lifecycle of our IT services.,2000,Ease of use: TOPdesk is straightforward and easy to use for both operators and users.
Support: the support provided by TOPdesk is of high quality level. I have always been satisfied with support.
Flexibility: TOPdesk is customizable enough to allow it to fit within your organisation.,Security: it is not so easy to set up and maintain a different level of access to the actual data in TOPdesk.
Reporting: Reports are not so flexible. The new Reporting API is allowing for more flexibility but still needs improvement and focus.,10,Efficiency has increased considerably.
Service quality has improved: less downtime, less escalations.
Communication and collaboration has improved.,IBM Maximo, BMC Remedy, Ivanti ITSM Service Desk and powered by Heat (formerly LANDESK Service Desk),10Verified UserGreat tool for the bussines2018-11-26T17:38:02.239ZWe use TOPdesk to support users, incident management, make use of operational task, recurring tasks, inventory management, CMDB, contract management and change management for different type of changes.,230,Self Service Desk for endusers works fine. Information about our services is easy to present. We use forms to guide user input and present the info to the right operator.
We use incident management, change management and operational managent (recurring activities). It is all presented in one tool. Dashbords can be better to give more overview but the current release is almost fine.
Single Sign On with Azure AD works great!,Topdesk offers a Kanban planning overview. Incident management uses the Kanban board. Change management does not. This is a big loss.
New asset managent is not completed. Reports and selections on assets are not availible. Basic function I think.
Contract managent version history is not always easy to understand.,7,Structure in changes helps to get the right info. This helps the operators.,,9Verified UserTOPdesk: TOPproduct, TOPservice2018-05-29T19:55:23.851ZTOPdesk is used almost across the whole organization. But also our customers have access to it. TOPdesk is used by customers and our internal user for filing Incidents and Changes. My department is using is to support customers and internal users, but also for planning and registering hardware. Currently, we have approximately 20 TOPdesk operators.
For our customers, we also have planned reports for SLA reports.,20,Support by TOPdesk is excellent. Until now, we didn't have any issues when support was requested.
The latest version supports ADFS/SAML authentication. In the former version, this was an add-on you should buy.
Continues development of the product bearing in mind the user's input.,Copy and paste functionality of pictures.
Approval by "managers" of simple changes. Currently, only Extensive Change has this functionality.
Rich text formatting in Change Management module.
Rating of Changes, currently only a rating of an incident can be used.,9,Currently, we still develop the Self Service for our customers to support themselves. However, the new search option with the latest version was a good improvement.,,9Adrie BergwerffTOPdesk - A potentially great product currently burdened by a handful of shortcomings2018-01-24T22:28:32.482ZWhen fully implemented, TOPdesk will be used across my whole organization. It will be primarily used to manage ticketing (help desk, maintenance, etc...), as well as to provide a nice front-end for the user community.
We also hope to implement the project management and change control modules in the near future.,,Provides a very nice front-end interface for the end-user community.
Provides a thorough web-based interface for the operators (back-end technicians).
Provides a great deal of flexibility concerning the organization of operators into groups, as well as delegating very granular control over what they can/cannot do in the operators interface.,The inventory system - while boasting some cool features such as historical modifications to a system - suffers from one core issue: It is very easy to introduce duplicate records into the system and lose connections between PCs and other objects (licenses, users, support tickets) due to TOPdesk's use of the host name as the primary key in their database.
The AD import system is not properly fleshed out, and requires extensive modifications by TOPdesk before it will work. For instance, it won't pull in any addressing information for any of your users by default. It will also pull in blank entries if an account lives in the OU structure you're scanning and that account has a manager whose account lives outside the OU structure in question. Likewise, similar blank entries can be created if an Exchange contact is set as the manager of a user account within your OU.
The knowledgebase is decent, but it lacks [A] any real formatting (no numbered or bulleted lists, making procedures difficult to write) and [B] granular control over who can do what (if you give someone in HR the ability to write/edit knowledgebase articles, they also have access to all the IT knowledgebase articles). I believe TOPdesk will be improving this approach in the future, but nothing yet.
The trigger/action system (handles all email notifications) is very difficult to set up. It's a powerful system in that you can compose highly customized emails, but without any sort of basic guide or templates it's a very steep learning curve to get working. In my own system I have nearly 40 triggers and nearly 70 actions just to handle who should get what, and it took months to set up - a core reason it took so long to roll out the product. These triggers are not well documented either, so many of them require trial and error to the nth degree.
Some aspects of the system are inherently broken. For instance, you can create a trigger to trip whenever someone posts a comment to a ticket, then have an action set up to email all the linked users of a ticket. But if there aren't any linked users then the operator gets a post-comment prompt asking who they want to send the email to, instead of the system being smart enough to know that it shouldn't try sending the email at all.
Linked users have no visibility into someone else's ticket. This is odd, because TOPdesk has enabled this feature for [A] users of the same location (where it isn't always applicable) and/or [B] users of the same department (where again, it isn't always applicable). What TOPdesk should do is give *ANY* linked user the ability to see another user's ticket via the self-service portal, but they haven't done this. The result would be a linked user getting an email notification for a ticket which they don't have visibility on, resulting on additional emails back and forth looking for information.
On a related note, the two existing visibility options listed above (location-based and department-based) can introduce security holes. Consider a handful of users at a single location or within a single department, then consider that two or three of them are basic users, then there is an assistant manager, and finally there is a manager above everyone. You can easily give the manager visibility of all of his/her subordinates' tickets, but if in order to give the assistant manager visibility over his/her subordinates, you must also give him/her visibility to the manager's tickets.
The mobile operators site restricts ticket visibility to only [A] an operator's own tickets and [B] unassigned tickets within that operator's group. So if you have a 10-person support team with a single manager, then as soon as the manager assigns at ticket to one of his/her techs, the manager loses visibility of the ticket. This is especially problematic if you have a manager working in the field on a mobile device 100% of the time (as I do). The only way for the manager to see all tickets is to simply not assign them to anyone, a pretty dumb approach to a problem introduced as part of a poor design choice.
As a general rule, TOPdesk has introduced many great ideas, but they are often burdened by the singular approach the TOPdesk designers have taken. As stated above, yes, you have an inventory, but it's borderline unusable because of their choice of primary keys. Or yes, you can link multiple users to a single ticket, but they can't actually SEE the ticket. Or an operator can use the mobile website, but they can't SEE tickets assigned to other members of their team within the mobile website. Things like that. And the most frustrating element is that when you bring these points up their response is almost always 'Why is that a problem?', or 'Why would you want to do it that way?', or something similar which avoids confronting the design issue head on in favor of putting the onus on the customer to justify why something should work the way it works in countless other help desk applications.
Don't get me wrong - TOPdesk is a very decent product and has the potential to be GREAT - but after 8 months of prepping before we turned it on, it didn't surprise me in the least that so many individuals (operators) in our organization reported problems and frustrations with it.
UPDATE: Since my first review we have upgraded TOPdesk to the latest version and found several previous problems have been fixed (so they no longer appear in this review). One such example was documents attached to KB articles, which show up out of alphabetical order (still a problem), but which previously were not returned during searches. They now are, making the misordering of the files not much of a problem any longer.
The point is that TOPdesk is always improving their products, and this gives me great hope going forward that our satisfaction with it will only grow.,6,Very negative in terms of the amount of time spent just getting the product ready for implementation. As stated earlier, the prep to get the system ready took about 8 months, and now that we're live we're still fixing AD import issues and not using the inventory system due to its poor implementation.
Can't speak to any positive ROI yet because we're not live, though I expect that the knowledgebase will be of some help.,ServiceDesk, Samanage, Zendesk and ServiceDesk Plus,7Bob GruettImplementing a first ticketing system in our organization2018-04-16T14:42:53.146ZWe are using TOPdesk to receive IT Incidents and Change Orders from our users in the Offices in Germany, Spain, Italy, Turkey, and Poland.,500,Easy to enter tickets by mail from the users.
TOPdesk could be used directly out of the box.
SaaS makes it easy to setup it up and scales within the region.
Excellent support during and after the go-live by the people from TOPdesk.,SaaS implementation could be easier if it would be done by TOPdesk as an extra service. My IT department had some difficulties due to lack of knowledge in this area.,10,Eases the handling of J-SOX
Replacement of Excel Files
The higher efficiency of technicians
No user request get lost anymore,Service-Now,10,2,Incidents
Change Order SAP
Events,Event Management
New Employee
Employee Departure,Asset Management
Self Service Portal
Full Change Management,9,Micro Focus ZENworks Suite, Eset Smart Security, IBM Notes,Yes,Price
Product Features
Product Usability
Prior Experience with the Product
Existing Relationship with the Vendor,No, not at all.,Vendor implemented,Yes,Change management was a major issue with the implementation,SAAS implementation on our side, due to missing experience with SAAS
Not up to date nor complete filled AD
WAN bandwidth (100-200 MBit/s) upgrade was needed,8,The entire implementation process and the project management was excellent.,Incident Management
Change Management
Event Management,na
na
na,Yes, but I don't use it,9Karl SchueleTOPdesk is a solid solution2018-04-04T17:35:12.271ZWe originally implemented TOPdesk as a join venture between IT Services and our Estates and Facilities department. Both departments were using separate systems prior to TOPdesk. Since then we have also been able to include 3 others areas of the University as users of TOPdesk. Primarily it is used for call/issue management but we also make use of the change management, asset and property management features. Very soon we are looking to implement the Survey Module.
TOPdesk has enabled us to have a more consistent experience for issue management across the areas which are using it. This includes a more streamlined way to pass calls between different areas of the University and track progress. Use of the other features such as asset and property management has allowed us to more tightly couple this data against call data and avoid having to manage them in disparate systems.,9000,Self-service Portal is very good, particularly with the latest version. If you populate the knowledge base well, users can often find the help they need before needing to raise a call
Escalation and routing of calls is very straightforward which allows the operators to work efficiently when dealing with calls
Separation of different teams within TOPdesk works very well so that they can manage their own calls without seeing each others,The tools for configuring events and actions need improving, especially the tool for events which, whilst very powerful, is cumbersome to use when configuring event criteria
The built-in form designer within TOPdesk is adequate but could do with better features to allow for more dynamic forms. It would also benefit from being able to post data to custom fields rather than just into the Action box. There is quite a step up between the built-in form designer and the custom XFG form engine which is the only other solution which TOPdesk provide
Asset management could do with some improvements as it can be a little inflexible when needing to customize the data being held as well as build processes around it,8,We have been able to provide a more streamlined experience for staff and students when raising issues
We have been able to replace 3 previous separate systems with TOPdesk and are looking to replace a 4th in the near future by using some of the TOPdesk features
We have had to use quite a bit of staff time to configure and support TOPdesk which was not expected. Ideally it requires someone with dedicated time to administer which we did not take into account when implementing,9Ian ShortReview of TOPdesk2018-07-09T19:30:18.839ZOur company uses TOPdesk as a signaling system and a knowledge database. IT as well as facilities colleagues use it as a signaling system. All colleagues can use it as a knowledge database and they can also make mention of problems or requests.,150,The signaling system is outstanding. Everybody can work with it. It is clear and easy to use. Information can never be lost.
The new knowledge system works really well. Colleagues are able to search for items. The connections between several items make it all easier.
The variety of possibilities and connections between items is very nice.,Some features within the knowledge database could improve. Such as layout possibilities, inserting images (quite difficult), search possibilities (does not search for half words for example).
We would like to have more flexibility within the system. For example, we would like to be able to determine which items are obliged within the reservation module.
The possibility for more 'open' courses at TOPdesk would be nice. I would like to follow some courses, but most are for a team internally. I'm alas alone.,10,We have yet to fill the knowledge database and have not yet experienced the benefits.,8Dana Matthes
Windows, Linux
TOPdesk
224 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
