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How TOPdesk can help you with software development
March 30, 2018

How TOPdesk can help you with software development

Eddie van der Weide | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

The support, in general, is fine. What can be improved is when adding a ticket which is an enhancement request, the ticket is closed and you have to fill in the same request in another system. If Topdesk improved their own tooling to automate that work it can improve the product as well
We use incident management for our customer base to support our AMT Product Suite at Asysco. We use change management for our software development (Extensive changes). We use knowledge base management for news items and feedback.

The self-service desk is used for customers to enter their problems. For projects, we use the operator part.
150 - The business uses mostly the self-service desk and in projects, the operators part is used. For our software development, we use it to register the incidents. From there the product owner judges the impact and moves it into the change management module to be picked up by the development teams. The development teams use the change for development, test and documentation.

In general, Topdesk is used for software development and customer support.
  • Simplicity in use. Incident management is straightforward.
  • Ease of configuration. Users and permission groups can easily be added. Graphical overview is a pro.
  • Modularity. Incident management and change management.
  • Self-service desk: Option to be able to add more functionality for certain goals. In our situation, we would like to have the possibility to change some fields when the incident is created. For example the customer priority or status. In that way, we can use the self-service desk in projects
  • The Kanban board is new. We would like to have it in Change management also. Extra columns on the board - you should be able to configure it per operator group.
  • The user interface is not the same in all places. In certain cards the edit button is visible while on other cards it muc be chosen from the drop-down menu.
  • Reduced escalation
  • Increase collaboration with the customers
  • Flow of software development. Overview what we are doing is great for the management.
At the time we chose Topdesk, 11 years ago, there were not many alternatives. Previously we had our own incident management system, which we maintained ourselves. Because it did not meet our wishes we chose to get another system which we don't need to maintain ourselves.
This saved time that we could spend on other projects.
  • Incident management suited for facility management.
  • For use of ticket handling a project, it is less appropriate. There you should log in as an operator.

TOPdesk Feature Ratings

Incident and problem management
5.4
Organize and prioritize service tickets
8
Expert directory
4
Service restoration
3
Self-service tools
8
Subscription-based notifications
7
ITSM collaboration and documentation
6
ITSM reports and dashboards
2
ITSM asset management
3.3
Configuration mangement
1
Asset management dashboard
7
Policy and contract enforcement
2
Change management
4.7
Change requests repository
7
Change calendar
3
Service-level management
4

Using TOPdesk

Ease of usability.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Consistent
Quick to learn
Feel confident using
Familiar
None
  • Incident management
  • Configuration management
  • Change management
  • Self-service desk.
  • Assets
  • Design self-service form