TOPdesk Review | TrustRadius

Support Rating

8

Onboarding was OK; implementation/consultancy from Topdesk [was] good.

Use Cases and Deployment Scope

We use our Topdesk instance for 3 business units for incident management and SLA management with our customers.

Users and Roles

120 - IT services management

Pros and Cons

Incident management works well, especially with the self-service portal
It is easy to add SLAs and do reporting

Measuring and reporting on response times (instead of lead time) is not yet completely implemented (under construction)

Return on Investment

Better service to our customer through the self-service portal; improved feedback to customers
Better insight in lead time and response time

Alternatives Considered

C4S, ServiceNow and Git

C4S (SAP); ServiceNow, Git were evaluated, but [they were] too big/too expensive

Likelihood to Recommend

Topdesk is well suited for incident management in software development companies.
Integration of change management module and incident management has room for improvement.