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TopDesk is Great
Updated July 28, 2020

TopDesk is Great

Kimberly Wamble | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

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

Incident and problem management
10.0
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
ITSM asset management
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

Using TOPdesk

10 - Anyone in the organization can use TopDesk to submit tickets to IT, IS or Data Services. There is no real skill needed to submit a ticket. Our users can submit tickets via help email or by going to our self service portal. The ticket is then routed to the appropriate department.
  • Help Tickets
  • Ticket tracking
  • Ticket management
  • We have started adding workflows
  • Bookmarking tickets as reference for upcoming use
  • Tracking ticket types to improve processes
  • Sharing tickets across departments
  • Building a knowledge base

Using TOPdesk

There are some things that could be improved but overall it serves it's purpose.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Submitting Tickets
  • Accepting and working tickets
  • Interacting with users on ticket status
  • Sharing tickets

Integrating TOPdesk

I am neutral on this as I have no real experience.
  • We use it as a stand alone
  • Maybe Asana
I am not sure
  • File import/export
  • Single Signon
If TopDesk could present some integration options that might make it easier to know if it is something we would like to try.

Evaluating TOPdesk and Competitors

Yes - Since I have been it Data Services, it has always been TopDesk. I am not sure what was used before but from what I understand the previous system was too technical for non technical users and did not offer all of the options and ease of use for tech users.
  • Price
  • Product Features
  • Product Usability
The product feature and usability were by far the top factors for us. We needed something that could be adopted by users campus wide regardless of their technical ability. We also need a product that had most of the features that we were looking for like, ticket tracking, ticket searching and ease of communication with users. Of course price was a factor because we have so many users.
There were some other products that were in the running. I would have tested them across a bigger selection of users. When TopDesk was chosen it was chosen by those at a higher level and presented to those at a lower level.