Topdesk, Easy and effective
Bart Wessels | TrustRadius Reviewer
Updated July 28, 2020

Topdesk, Easy and effective

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with TOPdesk

We are using TOPdesk to service our customers and manage our devices.
12 - director, it manager, support, system engineer, developer
  • managing incidents
  • hardware configuration
  • self service portal
  • Mobile apps where you can sign a signature by the customer.
  • We just need to have a system which has the ability to make, monitor and solve incidents and we know TOPdesk is best doing that.
  • For configuration management, it saves a lot of time to figure out who has a specific laptop.
We now use Avast only for monitoring purposes. It does not suit our needs in managing incidents. The incident management utility of Avast is not that user-friendly.
It is easy to use, it has a good integration for MFA(security reason). We can create new customers instantly, without going through a manual. New employees can handle TOPdesk instantly.
we like the product
Incident management, configuration management. Maybe also project management, but we do not use this right now.

TOPdesk Feature Ratings

Organize and prioritize service tickets
8
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
8
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
Not Rated
Change requests repository
Not Rated
Change calendar
8
Service-level management
Not Rated

Using TOPdesk

300 - accountants, consultants, support, management
  • problems with office 365
  • problems with windows 10
  • problems with office 2016
  • we use TOPdesk as designed
  • maybe we are going to use project management

Using TOPdesk

easy to use when all is setup right
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • creating incidents
  • creating objects
  • creating new brands
  • creating new type numbers
Yes - I like the desktop better, it does not show all incidents I want to see

Integrating TOPdesk

Its not the best product but it does what it is made for, but it is a bit to expensive
  • Email
  • Monitoring
  • Sales
Just to het easy reports on wich customer had what actions
  • Veeam
  • Nutanix
Get instant tickets about the status of the hardware and backups
  • File import/export
  • Single Signon
  • API (e.g. SOAP or REST)
  • ETL tools
No these are all that i use
Try using the api if there is no build in app for it

TOPdesk Implementation

All went well, we had no complaints.
  • there were no issues during implementation

Evaluating TOPdesk and Competitors

  • Price
  • Product Reputation
We are a small organization, so price is most important.
It would come out the same.

TOPdesk Training

Simple training, Just to know the basics

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 - There are so little bugs, we don't think we need it.