Great product with a ton of possibilities
June 25, 2018

Great product with a ton of possibilities

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

As a software development company, we use TOPdesk for our clients to report bugs, ask questions etc. Our own employees will also submit tickets for their own support needs that go straight to our systems administrator. Change and operational management are also successfully implemented to adhere perfectly to our strict security policy.
100 - Everyone in our company has the ability to use TOPdesk. Some use it to help support customers on tickets (The Support desk, Technical and functional consultants, development, project leads). Others only use it to report issues with their hardware and software at their desk (HR, Administration, etc).

Pros

  • Change management
  • Object management
  • The ability to link every object and change an issue with each other.

Cons

  • Right now we're on a bit of an older version (updating soon!), they could use better browser compatibility
  • Parts of configuration are still on the server instead of in the app. It takes a bit more time
  • Building a change process to make sure new employees get everything they need on the day they start here. This made sure that new employees actually have a good start here with everything at their disposal from day 1
I've only ever had good interactions with TOPdesk Support. They use their own products throughout their entire company and the staff is friendly. Simple requests are picked up very fast and they've greatly helped us reduce time spending on making selections and reports with just a few tips. When there are bigger issues (doesn't happen often), they take it seriously and make sure we'll be back on track ASAP.
TOPdesk is perfect for your internal support needs, but also for external needs.

TOPdesk Feature Ratings

Organize and prioritize service tickets
9
Expert directory
8
Service restoration
7
Self-service tools
8
Subscription-based notifications
8
ITSM collaboration and documentation
8
ITSM reports and dashboards
10
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
8
Change requests repository
9
Change calendar
8
Service-level management
8

Comments

  • Victor van der Vring | TrustRadius Reviewer
    Hi, thank you for your support and feedback! We support all commonly used browsers for TOPdesk versions depending on how old your current version is so we expect this experience to disappear when your current version is updated. If not please contact our support department. We’d love to hear from you and are happy to help you out.

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