TopDesk is Great
Kimberly Wamble | TrustRadius Reviewer
Updated January 09, 2020

TopDesk is Great

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with TOPdesk

It is being used by various departments across our organization mainly as a ticketing system.
IT service management
  • An employee is able to enter an IT problem or communication request in TopDesk.
  • IT then receives the ticket and services it appropriately.
  • We looked at using it as a project management system but found that it was more cumbersome for the novice user than some other systems that we looked at.
  • The impact for our IT department has been positive. The ROI has been great. We have been able to eliminate our previous ticketing system which was less intuitive and more costly.
Our TopDesk users like it better than the Cerebrus ticketing system that we were previously. It has more options for routing tickets and is easier to organize.
TopDesk reps have been an invaluable resource. Anytime we have had questions or concerns, they were solved with a quick email or phone call. The initial web conference walkthrough of TopDesk was very helpful.
Top desk helps us effectively categorize, assign & complete tasks as needed. We are able to work across departments to accomplish our goals using TopDesk. It would be helpful if there was a way for multiple users to be on a ticket at once and be able to collaborate in an active ticket at the same time.
I don't have any areas of less well-suited situations. I think that the ticketing system is excellent and works well for our environment. The project management system is also great. It is very thorough and a great organization tool but was more in-depth than what we need at the moment.

TOPdesk Feature Ratings

Organize and prioritize service tickets
10
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change requests repository
10
Change calendar
10
Service-level management
10