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good program - needs a few tweaks
Updated May 26, 2022

good program - needs a few tweaks

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

TOPdesk is currently being used by our Facilities Operations and Project Management teams. It is helping us streamline operational and planning issues and giving us one platform to assist in maintaining project-related information for buildings, and then ongoing maintenance.
3500 - Most of the users are people who reside or work on campus. They utilize the self-service portal to report issues and request assistance with events and maintenance. The heavy users probably only account for about 100 of these users. These are the technicians and managers that support those technicians.
  • Ease of logging issues.
  • Each user can customize their view.
  • Target dates and time make it easy to sort.
  • Being able to sort on multiple columns (i.e. new work orders by target date).
  • Reporting is very complicated to create and export.
  • Getting this system to talk to other systems for information sharing continues to have disconnects.
  • With only about 7 months under our belt, this is tough. We have seen some increases in getting work orders completed and closed timely.
  • We have seen an increase in communication through the tool between technicians and users.
  • More folks are using the tool because the self-service portal is easy to use and access.
We used to use Maintenance direct - it also had limitations in what we were able to utilize it for. The biggest thing we did use if for was utilities. I'm still working on the comparison to the TOPdesk Utility module to see if it fulfills our requirements from a reporting and financial standpoint. We selected TOPdesk over the Maintenance upgrade due to it being more user friendly and we could focus our time on getting things completed rather than setting up users and monitoring their activity. The ability to put TOPdesk on mobile devices for the technicians has been huge for us. We can do real-time work order assignments while they are in the field. Our old system did not do this.
Support can be hit or miss. Sometimes response times are great and sometimes we have to continue to follow up to get answers. It appears that if the issue is hard or time consuming we get less assistance than if it is a quick fix.
As the project manager for the system, I find it to be intuitive and helpful to keeping our technicians in the field and working rather than running back all the time for paper copies of work orders. I think once we have a solid year under our belt there are things that we can work to expand on. The technicians like it because they can look back at old work orders to see what we did in certain locations to make repairs. All the notes are contained on the system rather than relying on someone else to put them in and dig them back out. The system benefits the technicians when they use it to their advantage. We are also finding reduced calls to the office asking about work order statuses. The customers are getting real-time updates on their requests.

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?

I wasn't involved with the selection/purchase process

Did implementation of TOPdesk go as expected?

Yes

Would you buy TOPdesk again?

Yes

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.

TOPdesk Feature Ratings

Incident and problem management
7.7
Organize and prioritize service tickets
8
Expert directory
8
Service restoration
Not Rated
Self-service tools
8
Subscription-based notifications
8
ITSM collaboration and documentation
7
ITSM reports and dashboards
7
ITSM asset management
8.0
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
8
Change management
5.7
Change requests repository
6
Change calendar
6
Service-level management
5

Using TOPdesk

60 - Currently we are supported by CIT, our technical rep and an operations person. We support the 60+ technicians as well as the 3000 students and staff on campus
  • communication between technicians and users
  • streamlining location of all work orders
  • keeping users updated in real time of the status of their work orders
  • we are working on implementing our key distribution utilizing this solution
  • room reservations
  • looking to implement asset management on a broader scale
  • parts inventory

Using TOPdesk

There are some areas that are clunky and hard to navigate. Lacks ability to effectively report out certain things. Would be helpful if we could utilize the dates more when extracting data.
ProsCons
Like to use
Easy to use
Well integrated
Quick to learn
Feel confident using
Requires technical support
Lots to learn
  • creating and assigning work orders
  • viewing status of work orders
  • communicating with user
  • extracting data
  • creating preventive maintenance orders
Yes - Seems to work ok. We utilize iPads for our technicians.

Integrating TOPdesk

My opinion is we could use more support from the case managers when trying to integrate. Sometimes they are very hard to get a hold of.
  • Jaeger
Integration was a little rough and could be more comprehensive but for our needs to just being to link the Purchase Order to the Work Order is huge.
  • none
None at this time.
  • File import/export
  • Single Signon
  • Javascript widgets
no
It needs lots of time and several key users. One person cannot do it.

TOPdesk Implementation

  • Implemented in-house
Change management was a major issue with the implementation - Definitely need more people on the ground at our facility to help with the massive amounts of information that needs to be translated and uploaded.
  • Support from upper management
  • support from the technicians who would be using the product

Evaluating TOPdesk and Competitors

Yes - Maintenance Direct
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
Ease of which the program can be made mobile and the types of information that can be captured
probably not