TOPdesk: TOPproduct, TOPservice
Adrie Bergwerff | TrustRadius Reviewer
May 29, 2018

TOPdesk: TOPproduct, TOPservice

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with TOPdesk

We had filed a few questions with TOPdesk support. We were served within time and the engineers are very kind. Even if they didn't have a direct solution they informed us that someone of a higher echelon was planned.
TOPdesk is used almost across the whole organization. But also our customers have access to it. TOPdesk is used by customers and our internal user for filing Incidents and Changes. My department is using is to support customers and internal users, but also for planning and registering hardware. Currently, we have approximately 20 TOPdesk operators.

For our customers, we also have planned reports for SLA reports.
20 - TOPdesk Self Service portal is used by every colleague. We have approximately 20 users that use TOPdesk as an operator. The basic function of TOPdesk is IT Service Management, Configuration Management, and the Knowledge Base.

We also want to implement facility management for our Office Managers.
  • Support by TOPdesk is excellent. Until now, we didn't have any issues when support was requested.
  • The latest version supports ADFS/SAML authentication. In the former version, this was an add-on you should buy.
  • Continues development of the product bearing in mind the user's input.
  • Copy and paste functionality of pictures.
  • Approval by "managers" of simple changes. Currently, only Extensive Change has this functionality.
  • Rich text formatting in Change Management module.
  • Rating of Changes, currently only a rating of an incident can be used.
  • Currently, we still develop the Self Service for our customers to support themselves. However, the new search option with the latest version was a good improvement.
I was using iTop for a former employer. The configuration of this tool was quite complex and not so easy to implement and use like TOPdesk.
Well suited for Incident Management!!!

Less suited for: For Change Management (simples changes) we miss the functionality that a "Manager" can approve a change from within the Self Service Portal.

TOPdesk Feature Ratings

Organize and prioritize service tickets
Service restoration
Self-service tools
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Policy and contract enforcement
Change calendar