On a simple but great ticketing system (that has a lot more functionality than just ticketing...)
December 22, 2015

On a simple but great ticketing system (that has a lot more functionality than just ticketing...)

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

Overall Satisfaction with TOPdesk

We use TOPdesk as a ticketing system for all of our internal users and for the internal users of some external organisations that work on our IT infrastructure. The users can log tickets for all issues they have with their IT infrastructure (hardware as well as software). We promote logging the tickets via the TOPdesk portal, but we take also tickets via e-mail, phone or even fax. We have a semi-automatically intake of e-mail tickets. We do a human filtering to avoid spamming of our system.

Tickets are taken in first line by our help desk team. If tickets can't be solved by the help desk team, than tickets can be escalated to the suited support team, to the support organisation of a vendor or to the management of the help desk & support team. All communication happens via e-mail and all interactions and time registrations are logged in the system. These registrations are used to monitor our SLA's.

TOPdesk is a set of different modules and the ticketing module is the central part of the application. We use the ticketing module also for handling questions in one of our business service departments. We use it, as it was an application we had already in house, but it is not really suited for that.

Furthermore we bought also some facility management modules to manage the reservation of meeting rooms in our organisation.

  • Rather cheap but each module has an extra cost.
  • The TOPdesk organisation listens to the community. Next versions of the product contain often new wanted features.
  • Open. It's easy to integrate your corporate data in the product.
  • Broad set of functionality.
  • Browser based, so easy to deploy.
  • Communication can be adapted to your corporate identity.
  • Every extra module has an extra cost (most modules cost the same and there are little economies of scale).
  • Rather rigid functionality. You have to use the functionality as provided. It's not always easy to match that to your own needs.
  • Not at lot of standard integration with other products. We could use an integration with JIRA e.g. but that's rather hard to do.
  • We could implement a more formal follow up of the IT issues in our organisation.
  • We have a better reporting of the use and the performance of our helpdesk and support organisation.
  • We can better monitor our SLA's.
  • No tickets are lost anymore.
  • We have a more professional communication.
Topdesk was the more complete product for us (e.g. it has a CMDB - We use JIRA in our development teams but it has no CMDB integration.). It has a reasonable TCO: an OK price, easy installation, implementation and configuration (it is not too complex) and easy to use for end users as well as for the ticket managers.
If you need a ticketing tool (ITIL, facility, ...) with a good set of standard functionality and easy installation than TOPdesk will be a good choice for good money. (Most small or medium enterprises.) If you need a highly customisable product then TOPdesk will have too many limitations. (E.g. not suitable for big multinationals.)

TOPdesk Feature Ratings

Organize and prioritize service tickets
Expert directory
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Change requests repository
Change calendar
Service-level management

Using TOPdesk

The product is very easy to use as long as you stick to the standard configuration.
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Feel confident using
  • Entering a ticket
  • Making a report
  • Receiving updates about the ticket via e-mail
  • Sending feedback on a ticket
  • Viewing the status of a ticket online
  • Customising the product fully to your needs
  • Receiving updates about tickets you watch (no alerting via e-mail)
  • Constructing the knowledge database
  • Consulting the knowledge database