TopDesk 5.7 review, still thinking about whether to update to TD-SaaS
July 09, 2018
TopDesk 5.7 review, still thinking about whether to update to TD-SaaS
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with TOPdesk
It's used as our main IT Service Management tool. It helps us to log incidents and changes and establish the CMDB. Changes are mainly on the level of the IT-department, but also to support HR-processes like employee-in & -out for the part of processing the access-rights and enable/disable (mail-)accounts. It does not really support our business-process, it is merely there for facilitating those who do. It helps us as an IT-department to use preset flows with automatic updates to the users.
400 - Every office-worker in our company can use TOPdesk. We have a self-service desk where they can apply for applications and access rights. They also can see the status of a reported incident. The more heavy users are in the IT department.
- For the (client)user: easy to use Self Service portal
- If a flow is set-up, it works like a charm
- Possibility to build your own dashboards
- It takes quite some time to master TOPdesk enough. You need some dedicated people then to do this (we have version 5.7).
- Some functionality that I would perceive as basic these days, is not standard. The extra modules you'll have to buy then are then full of stuff you don't need...
- The new SaaS-version is quite costly.
- Interfacing with some other applications (for instance HR) comes with some hassle and consultancy. Feels like you have to tailor too much. Should we not be the only company with some interfaces?
- Neutral impact: we had expected that the self-service desk would be more used for reporting incidents. But people here still prefer to use the phone. It has helped in routing the change-requests better.