TOPdesk, what's in a name?
Updated July 29, 2020

TOPdesk, what's in a name?

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

Overall Satisfaction with TOPdesk

TOPdesk is used by several departments: IT, Facility Management and Quality Management. The top users are the IT employees. The rest of the organization is well known with the SelfServiceDesk to submit incidents or changes and to track the status of their requests. It helps to centralize the support questions (IT, Facility Management ) and accident registration (Quality Management) from the entire organization. The CMDB is leading for the purchased hardware (varying from SIM-cards to beamers etc.) and to keep track of it.
300 - 

IT Service Management: Support requests for the Servicedesk (first line) and second line functions, such as system administrators and functional management.

Change Management: Changes for the IT environment, which are being discussed in a Change Advisory Board.

Facility Management: Support requests for anything related to our facilities.

Quality Management: Registration of accidents, almost accidents and suggestions for improvement.

  • The interface is well designed and through the years this has only improved.
  • Reasonably easy to customize for your own needs. The management of the application is not too complex.
  • Good and professional support from the TOPdesk support team.
  • I would like to see more functionality for TOPDesk reports. It is not possible to create a complete report with several indicators from different categories. It would be great if I just could combine everything into one big management report which I could send monthly (automatically).
  • Splitting the use for different departments in one TOPdesk environment is quite difficult. There are possibilities, but there can easily be cross contamination.
  • The SelfServiceDesk is quite basic (but functional). It would be great if you could enrich these with widgets to retrieve realtime information from your environment (like specific uptime or live service status from business applications).
  • The service level to the users is raised, so there is more customer satisfaction.
  • Keeping track of incidents helps to prevent further issues or even outages and escalation of incidents to managers.
  • The hardware database helps to plan our hardware renewals to prevent the consequences of failing dated hardware.
In the time of selection, more then 10 years ago, Assyst was very outdated/old fashioned. Also the management of TOPDesk was way more efficient in contrast to Assyst. Also the costs of keeping and updating Assyst was high, while TOPDesk was reasonably priced to get what we functionally needed and to have a modern system again.
The support I experienced was always professional and they took the time to solve every question. There are no long waiting times, even with the more complex issues the resolution time was very acceptable.
TOPdesk remains a good product for our needs. We now have moved to the cloud version, which saves a lot of maintenance. Also performance and uptime is something we do not have to worry about. New features will be there automatically. I think this will be a keeper for the next years to follow.
TOPDesk would be great for bigger sized companies where there is a reasonable number of support questions. I think it is less suitable for maintenance departments who want to plan replacements and keep track of (almost) outdated equipment. Instead of TOPDesk, our own organization has chosen another product for this use to fit their requirements.

TOPdesk Feature Ratings

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

Using TOPdesk

2 - We have a Servicedesk employee and a second line employee for managing Topdesk. We are able to manage Topdesk almost completely without additional Topdesk support. This is due to the improvement of the management options within Topdesk in the last couple of years.
  • Servicedesk first line support calls
  • System and application management second line support calls
  • Facility management support calls
  • CMDB
  • The migration to a SaaS solution
  • The SelfServicedesk which we use as central portal for all support questions
  • More internal departments that will use Topdesk for service tickets
  • Maybe extra Topdesk modules, such as reservation management