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A must-have for organizations that want to professionalize their help departments
December 14, 2020

A must-have for organizations that want to professionalize their help departments

Mark Coutinho | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

We use TOPdesk within different parts of the organization: IT, reception, planning, CRM.
It's mainly used as a helpdesk tool in which colleagues can address problems/questions/whatever. Besides that, the meetingplanner is a very powerful tool which prevents people to book meetingrooms which are already given.
Once every 3 months we use the possibility of making an overview of incoming calls, which come with ratings of how much time is spent on each call and which sort of call is being made most frequently.
8 - IT, reception, CRM, planning as well as the HR-department use TOPdesk. For the HR-department it is a cool tool for making standard forms and tools or answers to questions that colleagues ask often. By making these standard forms, they do not have to make the same answer over and over again.
  • Making forms of standard routines.
  • Making overviews of activities made.
  • Integration with intranet (you have to set up that yourself though).
  • In the SAAS version the most usual Windows shortcuts don't work.
  • Using the TAB-key doesn't always work as you'd expect.
  • TOPdesk is not quite pro-active in advising/schooling in different not-so-many used modules.
  • Clear line between first and second line incidents.
  • Prioritizing by TOPdesk saves time.
  • By using the self-service articles (that you have to make yourself of course), people can help themselves easier.
We haven't had any other product before TOPdesk. Like I said: we have been using it for more than 15 years now. Before that people mailed us, called us or just barged in the door to complain, ask, demand or whatever it is they wanted to do. Days haven't been that hectic since the introduction of TOPdesk.
The use of TOPdesk speaks for itself. This, and the fact that we have experienced little to no problems with the software means that we have not used their helpdesk that often.
However, if and when we needed their help... I can't say other than that it is superior to any other helpdesk of any other company: easy to be reached, very friendly, extremely helpful even to an extent that they look beyond the original question.
We only recently converted to the SAAS version of TOPdesk, for the simple reason that this version is more expensive than the old on-premise version that we had been using in the year before.
The advantages of this SAAS version are clear though: no problems anymore with updates or servers that fail.
I am convinced that we will stick with TOPdesk in years to come.

Do you think TOPdesk delivers good value for the price?

Yes

Are you happy with TOPdesk's feature set?

Yes

Did TOPdesk live up to sales and marketing promises?

Yes

Did implementation of TOPdesk go as expected?

Yes

Would you buy TOPdesk again?

Yes

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.

TOPdesk Feature Ratings

Incident and problem management
8.2
Organize and prioritize service tickets
9
Expert directory
7
Service restoration
Not Rated
Self-service tools
9
Subscription-based notifications
8
ITSM reports and dashboards
8
ITSM asset management
7.5
Configuration mangement
8
Asset management dashboard
7
Change management ()
Not Rated

Using TOPdesk

8 - IT, HR, reception, CRM and planning
  • Helpdesk.
  • HR FAQ's.
  • Planning meeting rooms.
  • The meeting room planner is very useful!
  • We will try to combine TOPdesk with our narrowcast system.

Using TOPdesk

TOPdesk is very usable in various departments of our organization.
ProsCons
Like to use
Relatively simple
Easy to use
Well integrated
Consistent
Feel confident using
Familiar
None
  • Forms.
  • Meeting room planner.
  • Designing forms has a high learning curve.

Integrating TOPdesk

  • Intranet
The various tools of TOPdesk can be presented on any intranet. You have to make it yourself, but the TOPdesk helpdesk can help you out on that.
  • File import/export
  • Single Signon
  • API (e.g. SOAP or REST)
Use it! It makes communication in your organization so much easier.

TOPdesk Implementation

The implementation was performed in collaboration with the TOPdesk organization itself. Therefore we were able to make maximum use of tips, tricks and advises by the consultant.
  • Don't know
  • Converting the on-premise data to the SAAS app.

Evaluating TOPdesk and Competitors

  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
We have been using TOPdesk for more than 15 years now and we couldn't imagine an office life without it.
There is no need to change our evaluation and selection process since we have been satisfied with TOPdesk for over 15 years now.

TOPdesk Training

  • no training
Since we have been using TOPdesk for more than 15 years now, we don't feel the need of a training.

Configuring TOPdesk

One can adjust TOPdesk in the way you want it to perform. However: you will have to make use of the TOPdesk organization (consultant) to execute that. That is: if you work in a (medium) small business like ours (150 employees).
Make us of a consultant delivered by TOPdesk. They know the software inside out and they can provide you with tips, tricks and even some other ideas.
No - we have not done any customization to the interface
No - the product does not support adding custom code
No, we haven't made any additional configuration.

TOPdesk Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Once I asked for a tool, widget or whatever you might call it, that would warn you whenever a new incident was made or when an answer on an incident came in. A tool like the Outlook balloon that pops up every time a new mail comes in.
The tool didn't exist and still doesn't, but the helpdesk went way beyond just answering my question, by dropping my idea at the development team.
Whether is was due to my initial question or not: a sort of helpful function has been created in TOPdesk itself: a 'new message' notifier.

TOPdesk Reliability

I couldn't think of a thing that wouldn't add to my wishes.
Like I said somewhere else in this review: the helpdesk of TOPdesk is top of the bill! In the Netherlands, that is. I can not plea for the helpdesks in other countries, but I guess the TOPdesk organization will make sure the quality of the helpdesk is the same in every country.
Although being a SAAS solution, TOPdesk performs pretty fast. One can imagine that any SAAS solution is slow or has hiccups, but we have not experienced such with TOPdesk. Pages load quickly, logging in goes smoothly.
We have made reports on premise in the past - that always took some time, as you might expect with such complex tasks. It seems that in the SAAS solution TOPdesk somehow has managed to make it even faster!

Relationship with TOPdesk

Communication is key when dealing with any organization. Especially with software vendors. Throughout the years TOPdesk has shown to be a reliable partner that responses quickly to questions. Apart from that, they can be pro active in their communication too, by asking if things are working as expected and by offering (online) seminars.
TOPdesk can be reached easily. As well by phone as by mail, contact form or whatever.
As we are a non profit organization, TOPdesk made us a good deal like you would expect from any other company.
No, I have not.

Upgrading TOPdesk

Yes - The upgrade from 'on premise' to the new SAAS solution went quite smoothly. Not in the least because we had the help and use of a professional TOPdesk consultant who ticked all the boxes that had to be ticked - from designing how your TOPdesk should look like and what it could do, to (sort of) training the admins.
  • No falling out of on premise servers.
  • Upgrades are way easier now, compared with the on premise solution.
  • Actually it can't get any better, technically.