TOPview of TOPdesk
June 27, 2018

TOPview of TOPdesk

Wim Kars | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

It's being used by our service desk. They receive questions, remarks, comments, complaints, and suggestions from traffic users all over the country. They categorise the messages and transfer them to second line specialists to answer or solve. TOPdesk also is the source for management reports on these matters. It is very useful for the company.
10 - IT service management

Pros

  • Providing an overview on messages
  • Possibilities for reports
  • Monitoring solution time

Cons

  • Connecting with other users in similar departments
  • More graphic report possibilities
  • Much more efficiency
Several tools - mostly self-written
Not very active
  • Specifically in a service driven organisation like ours

TOPdesk Feature Ratings

Incident and problem management
7.0
Organize and prioritize service tickets
10
Expert directory
6
Service restoration
7
Self-service tools
5
Subscription-based notifications
8
ITSM collaboration and documentation
8
ITSM reports and dashboards
5
ITSM asset management ()
Not Rated
Change management
8.7
Change requests repository
8
Change calendar
8
Service-level management
10

Comments

  • Victor van der Vring | TrustRadius Reviewer
    Victor van der Vring
    commented 8 years ago
    Hi Wim. Thank you for your taking the time to post this review! If you would like to elaborate on your suggestions it might be worth joining our Innovation Platform. You can find this via our Customer Portal (extranet) under Product Development. Depending on the type of "connecting with other users" you are looking for we have chat options if that fits the request. Feel free to reach out us if you have any questions. Victor van der Vring TOPdesk Quality Assurance

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