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TOPdesk: TOPproduct, TOPservice
Updated December 19, 2022

TOPdesk: TOPproduct, TOPservice

Adrie Bergwerff | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

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.
Servicenow is quite complex to administrate and configure. And not so easy to implement and use like TOPdesk.Microsoft Dynamics works fine for internal services, but not excellent for use with customers who are located outside the company (external customers).TOPdesk on the other hand is flexibele and you only have three kinds of subscriptions, which makes TOPdesk very transparent.
Upon the introduction with TOPdesk, we were invited to the office in Delft (Netherlands). The took there to explain to use of TOPdesk and answer out questions.

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.

Please be aware that when TOPdesk is bought, you have make use of 2 or more days consultancy. For me it is quite clear, otherwise support of TOPdesk is doing the "implementation".
TOPdesk is, compared to other ITSM tool, cheaper. Not cheap in quality, but the prices are quite low compared to others.

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

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

Incident and problem management
9.0
Organize and prioritize service tickets
9
Service restoration
9
Self-service tools
9
ITSM collaboration and documentation
9
ITSM reports and dashboards
9
ITSM asset management
9.0
Configuration mangement
9
Policy and contract enforcement
9
Change management
9.0
Change calendar
9

Using TOPdesk

3 - These people have to be familiar with ITIL processen, atleast they need some knowledge and understand these processen. They have to know the functionalilty of TOPdesk and the limits.
  • Costs
  • Time saving
  • Functional needs
  • Use of Chage Activities and there 'deadlines'
  • Better registration of assets
  • Monitoring SLA on incidents

Using TOPdesk

Maintenance of TOPdesk is very easy. Building workflows, assigned groups. It almost looks likes Citizins development. Even without technical knowledge you can administar and maintain TOPdesk.
ProsCons
Like to use
Relatively simple
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Incident management
  • User, groups and agent management
  • Major changes (you need some knowledge)
  • Asset management (you need some knowledge)
Yes, but I don't use it

Integrating TOPdesk

And the moment we integrated TOPdesk with Azure DevOps. Quite easy, because we build the integration ourselves :)
  • AzureDevops
My company build an app for the integration between TOPdesk and Azure DevOps. It is not hard to achieve the integration, you need some knowledge for the standard fields in TOPdesk and Azure DevOps.
  • Timesheets
We would like our agents to register their time spend on cases within TOPdesk. When there is an integration between TOPdesk and out Timesheets, they don't have to register their time in bith systems.
  • Single Signon
  • API (e.g. SOAP or REST)
Be aware of the names of default fields and slefassigned (don't rename them) used in TOPdesk, the API provided by TOPdesk.

TOPdesk Implementation

Implementation and support by TOPdesk was TOP :)
  • Implemented in-house
  • Third-party professional services
TOPdesk helped us implemention the software
Change management was a small part of the implementation and was well-handled
  • Adaption by the users

Evaluating TOPdesk and Competitors

Yes - TOPdesk replaced Microsoft Dynamics. We used Dynamics because we can use it for free. Although is was not satisfying and is didn't meet up to the standards for ur customers.
  • Price
  • Product Features
  • Product Usability
We have a "standard" evaluation and selection process.

TOPdesk Training

  • No Training
Yes, the standard documentation is very good. Only for the non-standard implementation, we got some training. nevertheless the product is very easy to use,

Configuring TOPdesk

TOPdesk is very easy to configure. There is some limitation. But if you want more complex configuration, you have to buy a (more complex) ITSM tool.
Keep it as close as to the Out the box TOPdesk. It should be enough
No - we have not done any customization to the interface
No - we have not done any custom code
We have not implementated additional configuration or customization.

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
No, at the moment we do not need premium support.
In the past we were struggling with the implementation of a SSL certificate. The support department first send me a manual and then called me to walk me through. Finally it took us 15-30 minutes.

TOPdesk Reliability

TOPdesk is very flexible and scalable. Every department in you organization can you the software. Perhaps some persons need some training, but that can be provided by TOPdesk ot some keyusers.
TOPdesk is availanle most of the time. At the moment when there is an outage, you will be informed.
untill know we didn't had any performance issues. And if there were any issues, most of the time, it was the users ISP connection that was the cause of this.

Relationship with TOPdesk

The local TOPdesk vendor was very easy to work with. The informed us when needed and the did answer the questions we had. For some technical question, they asked a technician to answer our questions.
Vendor was asking on a regular base if the product was still working fine. They also informed us of new features and updates
We got some discount because we are also a TOPdesk partner
If you want some discount, they can't give on the list price. Try to get the discount on implementation or consultancy.

Upgrading TOPdesk