Easy to use Service Management solution
Updated August 19, 2025

Easy to use Service Management solution

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

Overall Satisfaction with TOPdesk

We use one TOPdesk installation to enable a service management solution for 9 of our business units in Europe. These business units can use the tool locally to deal with their issues (incidents/changes) or they can escalate their calls to the European IT organisation, all in one TOPdesk installation. The TOPdesk SelfServiceDesk portal is used to raise the calls and to provide the end user realtime status updates on their issues.

Pros

  • Easy to use Incident Management.
  • Performance/stability.
  • The TOPdesk vendor has a very good support team.

Cons

  • Reporting and selections. The reporting options are easy to use, but also limited in functionality. Reports can be scheduled to run automatically and to provide output per mail or in a document. Selections are more powerful, but there is no option to schedule them.
  • Change Management module is powerful, but has a steep learning curve.
  • The SelfServiceDesk. Good to see that there are great improvements in the latest TOPdesk version.
  • One standard tool across the organisation instead of a wide variety of software tools and alternative solutions.
  • One central repository for all our business units in Europe.
  • Better options for the end users to raise their calls through the SelfServiceDesk, rather than email or phone.
  • Transparent view for the end-users on the status of their issues through the SelfServiceDesk.
The support is really good including: the response time, detail of the feedback and technical knowledge of the support team.
Because of the good tool and working relationship

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

It is easy to use, especially for incident management. The SelfServiceDesk is self explanatory, there is hardly any need to train the users of the SelfServiceDesk.

TOPdesk Feature Ratings

Incident and problem management
7.5
Organize and prioritize service tickets
9
Expert directory
7
Self-service tools
9
Subscription-based notifications
7
ITSM collaboration and documentation
9
ITSM reports and dashboards
4
ITSM asset management
7.0
Configuration mangement
7
Asset management dashboard
7
Policy and contract enforcement
7
Change management
6.7
Change requests repository
6
Change calendar
6
Service-level management
8

Using TOPdesk

2 - We support TOPdesk with a team of 2
  • One centralized tool
  • easy to use
  • good price/quality rate
  • Yes, more and more teams are using it
  • Better use of the SSP
7500 - 4000 office users and 3500 stores

Using TOPdesk

The software brings us what we need.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
None
  • Call management (incident Management)
  • SelfServiceDesk
  • Change Management
  • Reporting
Yes, but I don't use it

Integrating TOPdesk

The cloud version has many more integration options.
  • Jira
  • Planon
  • other
API based (Action sequences)
  • AI tools
  • File import/export
  • Single Signon
  • API (e.g. SOAP or REST)
  • ETL tools
Many different options to choose

TOPdesk Implementation

Implementation went better than expected
  • Implemented in-house
  • Third-party professional services
TOPdesk
Change management was a small part of the implementation and was well-handled
  • engagement
  • adoption

Evaluating TOPdesk and Competitors

Not Sure
  • Scalability
  • Ease of Use

TOPdesk Training

  • No Training
Easy training
Yes, it is pretty much self explanatory

Configuring TOPdesk

TOPdesk has the option to configure your setup so it meets your own business needs. For the intitial setup, the TOPdesk consultants can help you. There is no need to involve consultants for maintenance and further application configuration setup. You can do this yourself.
We have set up a UAT and a production environment for TOPdesk. All new development and testing is done on the UAT. When approved by the end-user, the setup is implemented on production. One drawback, deployment to production is a manual task......
No - we have not done any customization to the interface - Initially with some help of TOPdesk consultants, now we can customize without external help.
No - we have not done any custom code
No, and now that we have moved to the cloud, we just want to use the basics of TOPdesk, so there is no risk with upgrades to new versions.

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
No
There is no need to pay for premium support. The TOPdesk Support team treats every customer as if it is a premium support customer. Excellent support services are available for the TOPdesk customers.
Yes - The support team initially tries to find a workaround, so that we can continue our business. After that they came up with a configuration update, which we could apply to our TOPdesk environment.

We had an issue with the performance of our TOPdesk server. We logged a call through the TOPdesk support site at 10PM so that the support team had the option to pick up the call next morning.

To our surprise, we were called back 10 minutes after we logged the call. After business hours. The support team was still working and they were willing to help us right away.

TOPdesk Reliability

The number of end users is growing and the performance is still good.
Hardly any application server issues so far.

Relationship with TOPdesk

Open, honest, clear
Even better than with sale, very helpful and collaborating
don't remember

Upgrading TOPdesk

Yes - It was a lot of work, but well managed in collaboration with TOPdesk.
  • up to date version
  • no technical maintenance
  • better SSP
  • better knowledge base

Comments

  • Victor van der Vring | TrustRadius Reviewer
    Victor van der Vring
    (Vendor Representative) commented 4 years ago
    Thank you very much for writing this extensive review. We really appreciate it!

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