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Review: "TOPdesk: Re-Invent your IT-servicedesk"
https://www.trustradius.com/it-service-management-itsmTOPdeskUnspecified8207101
Niels Jan Bruggenkamp profile photo
June 13, 2018

Review: "TOPdesk: Re-Invent your IT-servicedesk"

Score 8 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with TOPdesk

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

Organize and prioritize service tickets
8
Expert directory
3
Service restoration
3
Self-service tools
6
Subscription-based notifications
4
ITSM collaboration and documentation
4
ITSM reports and dashboards
4
Configuration mangement
2
Asset management dashboard
2
Policy and contract enforcement
2
Change requests repository
8
Change calendar
8
Service-level management
7