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The better professional helpdesk system
Updated May 29, 2022

The better professional helpdesk system

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

All members of the ICT and the facility service department use TOPdesk for administrating questions of users, follow up these questions and communicate the solution to this questions. Also as head of the ICT and facility service department, I can follow the performance of our departments. All reciprocal tasks are administrated, controlled and checked for execution by TOPdesk
350 - 7 people work with TOPdesk in the function for solving questions of users. 350 users have access to TOPdesk for asking a question, reporting problems, or making a request.
  • Users have access to a very easy to use helpdesk system
  • Support desk employees have a full overview of all outstanding and open calls
  • As a manager, you have several tools to overview the performance of your department
  • TOPdesk is definitely not the cheapest helpdesk tool
  • TOPdesk is not a tool for building a complete document library
  • Higher efficiency for your service desk employees
  • More satisfaction for your clients because they know the status of the call by a simple overview of the self-service desk
  • No more lost calls
We tried SolarWinds Service Desk, but SolarWinds's helpdesk was difficult to reach. However, this was already about 4 years ago.
Since we use TOPdesk, we have a much better performance of the ICT department. All because there is a better overview of open call’s, better communication with our clients and more control for management.
The product is more than great, so why should we switch to another solution?

Do you think TOPdesk delivers good value for the price?

Yes

Are you happy with TOPdesk's feature set?

Yes

Did TOPdesk live up to sales and marketing promises?

Yes

Did implementation of TOPdesk go as expected?

Yes

Would you buy TOPdesk again?

Yes

If you want a professional helpdesk tool, TOPdesk is definitely the right choice. If it has to be cheap, there are a lot of other choices, but definitely not as good as topdesk.

TOPdesk Feature Ratings

Incident and problem management
7.8
Organize and prioritize service tickets
10
Expert directory
4
Self-service tools
9
Subscription-based notifications
9
ITSM collaboration and documentation
7
ITSM reports and dashboards
8
ITSM asset management
7.0
Configuration mangement
6
Asset management dashboard
6
Policy and contract enforcement
9
Change management
7.7
Change requests repository
8
Change calendar
8
Service-level management
7

Using TOPdesk

175 - All the people who needs IT services.
  • more efficiency of the IT help desk
  • No lost service calls
  • Better user satisfaction
  • None
  • We are planning to integrate with an external service organization that also uses TOPdesk.
Navisite Productivity and Collaboration (Microsoft Office 365 and MDM), Trend Micro Cloud One - Application Security, VMware vCenter Server

Using TOPdesk

easy to understand, easy to use.
ProsCons
Like to use
Relatively simple
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
Difficult to use
  • all day-to-day operations are easy to use. Both for end users and for IT helpdesk users
  • TOPdesk has no built in reporting tool, but can be connected with MS Power-BI.
Yes - Fine, but only for the end users. For the helpdesk employees it doesn't work at all.

Integrating TOPdesk

If you read the manual, it is very easy. Do it step by step!
  • Microsoft Power BI
Easy
  • Single Signon
If you read the manual, it is very easy. Do it step by step!

TOPdesk Implementation

Continue to encourage using TOPdesk, even after years of use.
  • Implemented in-house
Change management was minimal
  • Encouraging the users to use TOPdesk and not to go directly to the service department anymore.

Evaluating TOPdesk and Competitors

  • Product Usability
Service of the provider.
I haven't done any research in the last year for better products. Now that we are using this product, there is no need to switch yet. All users are satisfied and we would like to keep it that way.

TOPdesk Training

Configuring TOPdesk

it has enough options which are easy to configure.
Start with the basics and expand slowly.
Some - we have done small customizations to the interface - 
We have adjusted the following items:
* Colors and logos
* The triage/categories
* The content of the emails that the users receive.
No - we have not done any custom code
Non.

TOPdesk Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
This is automatically part of the license.
Nothing in particular, but the 5 times I called with a question, the first line support employee helped immediately. No forwarding to a second line support desk that will not call you back until the next day.

TOPdesk Reliability

In connection with invoicing the various companies and departments, we have split these up within td. This is easy to get arranged.
Only had an out of service once in 5(?) years now.
Always fast!

Relationship with TOPdesk

You will be assigned an account manager. So: single point of contact.
You will be assigned an account manager. So: single point of contact. Only the contact person changes from time to time.
TD has several licensed modules, which are also available in bundles. It is always difficult to determine which bundle/separate licenses are best for you.
The price is negotiable ;-)

Upgrading TOPdesk

  • We purchase TOPdesk as a SaaS, so no upgrade is necessary.
  • We purchase TOPdesk as a SaaS, so no upgrade is necessary.
Yes - We are going to reduce the numbers of users and this will bring us into a different licensing model.