Item: TOPdesk
Rating: 8
Author: Niels Jan Bruggenkamp

Overall Satisfaction with TOPdesk

Use Cases and Deployment Scope

Topdesk is implemented as our new IT-service desk management and IT-self-service platform. Currently, we use the core-functionality: Ticketing, Change-management, Workflows, Asset-management, and self-service. In the near future, we would like to implement Topdesk to handle facility management and customer service management. A project to allow FM and CS to benefit from TopDesk will be launched later this year.

Users and Roles

16 - Currently only IT-service management. All office users utilize the self-service portal though. We plan to expand Topdesk to facilities management and customer services later this year.

Pros and Cons

Pros

Keeping track of issues and changes
Searchable Knowledge-base
Trend Analysis and Team Performance
Workflows

Cons

Direct copy and paste of images from the clipboard into the action fields. Topdesk currently only supports image uploads, which is really annoying when writing documentation and registering issues.
Reporting should receive a graphics overhaul. Current reports are graphically very unattractive.
A separate module for IT documentation like done on the competing platform IT-glue with a super secure option to store sensitive information would be a great addition.
Team-management with visual OKR support (teamwork distribution) as done on the competing platform Weekdone would be great!

Return on Investment

Managing the influx of issues and changes and TopDesk's ablity to connect to several data-sources is a true gamechanger. It allows our team and the team management to work more efficient, monitor team performance and above all, connect to our customers (the end users).
The self-service portal really helps us to reduce the amount of requests directed to the it-service-desk.
Workflows and change-management allow us to work more efficient and reduce human error.

Support Rating

The TopDesk consultants and the support-team perform a world-class job! We were really impressed. There was an excellent dynamic between our teams. The implementation was finished a month earlier than planned. The adaptation of Topdesk within our team was very good. What could be improved is assisting the customer with the creation of a communication-pan to educate the end-users. As not all companies have a capable internal communication/pr department who is up for the task.

Likelihood to Recommend

TopDesk is a fantastic Ticketing and self-service platform, but not really useful for the IT department's own documentation needs.
It would be great if we could also perform team-management and team task-tracking from the platform.

TOPdesk Feature Ratings

Comments

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Victor van der Vring
commented 8 years ago
Hi Niels Jan. Thank you for you feedback and review! This is much appreciated. The need for easy copy paste is definitely on our radar as an improvement on current options although we cannot provide a date when this will be addressed yet. One of your colleagues has also marked this as a priority for your company on our Innovation Platform. Feel free to reach out (v.van.der.vring@topdesk.com) if you have any questions. Victor van der Vring TOPdesk Quality Assurance
Albert-Jan Scholtalbers
commented 5 years ago
Any update on this? Would love to see this implemented
Carlos Roberto N. Rodrigues
(Vendor Representative) commented 4 years ago
I use TOPDESK here in our company (here in Brazil), and it is necessary to paste images when opening calls. Not having friendly copy-paste is a disadvantage of this application. Can you urgently anticipate the inclusion of this feature?
- Victor van der Vring
  commented 4 years ago
  Hi Carlos, I've reached out to you directly via your LinkedIn message.

TOPdesk: Re-Invent your IT-servicedesk