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TOPDesk - The right tool to get the job done
Updated August 24, 2020

TOPDesk - The right tool to get the job done

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

We use TOPdesk within our organization to register and follow up on issues that users have with the various other systems that are used. It is very useful to track each issue and communicate with users without the hassle of sending/reading separate emails. Users can also use the self-service desk to see what the status of the issues is, without the need to check with someone within our department.
100 - TOPDesk is used mostly by the end users who are using different applications like ERP systems, Reporting Services etc. It is used to report issues or request new / modified functionality of those systems.
  • Very easy to use, it's rather self-explanatory.
  • Default it offers a lot of functionalities, like Plan Boards, Task Boards, Time Registration, Knowledge Management, Contract Management etc. and one can choose to use it (or not to use it, if it's not needed).
  • Very configurable so that you can set up your organizational needs very well.
  • Easily differentiate between private and public remarks for internal / external communication.
  • Can't name any real Cons for the system. There will always be some small improvements which would be nice to have, but in general, everyone should be able to get up and running in no time and reap the fruits of being able to track issues decently.
  • TOPdesk did bring us great traceability of issues. Instead of trying to find all emails related to an issue, read them in the correct order and sharing them with other colleagues it is now easy to see all info about an issue with a single click.
  • Users can use the self-service modules to report issues, track the status of issues and close the issues once they're satisfied with the answer. This leaves us more time spending on actually solving issues instead of constantly answering to emails, phone calls etc.
Even though we almost never need support, if it is needed then we are served by professionals which follow up our questions by using their own TOPdesk system. They also pro-actively send information about problems they detect and their folloup actions for these problems. The current status of their system can be easily viewed at https://status.topdesk.com/ and there's also a personal environment with more details to report issues yourself.
There's no better alternative to TOPdesk and we're happy users of the system. Since we moved to the SaaS environment we don't have to deal with maintenance and updates to the system anymore and can focus even more on our actual job of solving issues our users report.
I've used several issue tracking systems and I must admit that TOPDesk is the first system which actually got it right! Since 2019 we moved to the SaaS version of TOPdesk, which means we don't have to deal with the hosting and get updates on a regular basis. TOPdesk gets better with each update!

TOPdesk Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
10
Service restoration
Not Rated
Self-service tools
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change management
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated

Using TOPdesk

The support team is knowledgable enough to handle the setup tasks within TOPdesk itself, since we're using the SaaS version we don't need to bother with the server or any updates.
  • Registering and tracking of incidents