A support tool to make your customers happy.
December 04, 2017

A support tool to make your customers happy.

Andreas Adam | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

TOPdesk support: solved our problems, it is user-friendly, quick and speaks our language.

We use TOPdesk to support our clients and colleagues. As a service provider, we serve more than 600 customers with more than 10,000 users. We also use the tool for the support of our own staff. It is used here in all support units and is the lead system. Starting with the staff planning knowledge management, support, and material management to invoicing, we have mapped our processes in TOPdesk.


125 - We are an IT-Service provider and deliver services in IT service management, Business Consulting, User Helpdesk, HR, internal IT-service, Could Services, Desktop-Service, Onsite and Remote Services, etc.
  • The Vendor TOPdesk does an excellent job in Consulting.
  • The tool gave us the possibility to standardize and automate our processes.
  • We think in the SLM-Module there are some things to improve. E.g., in Contracts, you are not able to link the objects to the contract.
  • TOPdesk enables us to manage over 500% more tickets, with the same number of employees.
  • Our SLA hit rate grew up to nearly 100%.

When we were determined to look up a new Ticketsystem we compared six manufacturers with each other. We were looking for tools with ITIL Standards, possibility to automate, interfaces to divergent systems, costs of implementing, costs of operating, support quality of the manufacture, etc. After some weeks, we had two manufacturers in the selection. Therefore, we made a support call at the Hotlines. After the calls, we had an easy decision. The TOPdesk support: solved the problem, was friendly, quick and spoke our language.


TOPdesk is a Support Tool if you support people with your company, you have the right tool. If you miss anything e.g. Voice-Systems, KI-Systems or other subsystems connect it with TOPdesk it will work. If you want to use TOPdesk in other ways, e.g. CRM- or ERP-System let it be and buy the right system!

TOPdesk Feature Ratings

Organize and prioritize service tickets
9
Expert directory
6
Service restoration
9
Self-service tools
8
Subscription-based notifications
10
ITSM collaboration and documentation
8
ITSM reports and dashboards
10
Configuration mangement
10
Asset management dashboard
8
Policy and contract enforcement
6
Change requests repository
10
Change calendar
10
Service-level management
6