TOPdesk is worth considering as both a quick way to start using workflows and improving in depth
Marije Snuverink | TrustRadius Reviewer
November 29, 2017

TOPdesk is worth considering as both a quick way to start using workflows and improving in depth

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with TOPdesk

I have experience with onboard training, after sales consultancy and helpdesk. They all provided me with good knowledge and a personal, committed approach.

TOPdesk is currently used in some parts of my organization (not linked with each other). Its current focus is to keep track of incidents reported by users.

The application is however capable of much more, of which I had a very good impression at a former employer. TOPdesk is able to support many demands on facility management, incident- and change management and much more. I like working with the application, both as a user and an administrator.

50 - The main business functions of our users are IT services management and emergency dispatchers of the emergency room.
  • TOPdesk handles incident management very well. It is relatively simple to get a good look at which incidents are submitted to various handlers.
  • TOPdesk has an easy to use administrator module, which (with or without help from a consultant) brings you relatively quickly a professional set of communication tools with your users.
  • TOPdesk is easy to integrate in your current IT structure and is able to be hosted both onsite or remote.
  • To be able to use the more intricate features besides incident management takes a lot of study or hours hired from a TOPdesk consultant. However, if you have an organization which requires good facility and IT management (including handling objects, software licenses, company clothing, material, rooms and reservations) it can be your number one application. I even saw it being used for maintenance reports on vehicles!
  • TOPdesk gave us the opportunity to improve our internal workflows and to communicate better and quicker with our customers. Satisfaction among our internal customers has risen.
I entered after the decision was made to implement TOPdesk and do not know if and which other products were considered. To my opinion, there are more products like TOPdesk to be taken into consideration when looking for an incident management / facility management etc. Some have more focus on the facility part, others on incident management (or only have incident management features). One should look well into the current and possible future needs of the organization, and the look and feel of the application, plus the capacity of providing good internal administration, in order to make the right decision. Choosing TOPdesk is not a bad decision in most cases!
TOPdesk suits all your needs from basic incident and change management to complete facility management, fleet management and more. It communicates well with third parties.

TOPdesk Feature Ratings

Organize and prioritize service tickets
9
Expert directory
8
Service restoration
Not Rated
Self-service tools
8
Subscription-based notifications
8
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated