Item: TOPdesk
Rating: 7
Author: Jerran Melcherts

Support Rating

The service desk is sometimes not as skilled in the matter as expected but very clear about their procedures and actions that they'll take to answer your questions. The implementation was also very well guided.

Use Cases and Deployment Scope

Topdesk is used across the whole company as an incident registration tool.

Users and Roles

18 - IT service management

Pros and Cons

The overview of open tickets is very clean and clear
Registration of new incindent is very simple and quick to do
The added functionalities in the ticket/cards (cursive text, yellow marking of specific comments etc) is very well appreciated

My biggest annoyance with TOPdesk is the statistics and reporting tool, the mixture of needing to use selections and or filters plus the nearly impossible task to see employees' performance on a daily basIs is beyond comprehension.
The layout of the self-service desk forms needs to be more adjustable. When hidden fields are used in forms the layout is warped.

Return on Investment

The number of telephone calls has declined drastically after implementing the SSD with its full features.

Alternatives Considered

HP OpenView

TOPdesk is much better at providing a clear overview of the tasks at hand and the priorities than the likes of HP OpenView for instance. I have to say the last time I used other registration tool has been more than 10 years ago.

Likelihood to Recommend

For me it is the standard in ticket registration for and IT service desk, I've used others but none of those suits my needs as well as TOPdesk.

As I said earlier from a manager's point of view, Microsoft Bi is better at interpreting the stats and figures then TOPDesk itself.

Honest quick review of the TOPdesk Incident Registration Module

Overall Satisfaction with TOPdesk