Already for 10 years a happy topdesker
Updated August 12, 2020

Already for 10 years a happy topdesker

Wil Kuijpers | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with TOPdesk

We have been using TOPdesk for many years. And especially the new version is really appreciated. The whole organization is using it. We register our calls at the ServiceDesk and track the progress of the solution. The report tool is powerful and helps with reporting for our clients. The self-service tool became available a while ago. We will see if it works.
6 - IT management and Data management
  • User-friendly graphical interface
  • Good reporting tool
  • Possibility to build a knowledge base for FAQ
  • We are not using all of the modules, so I would like to be careful with comments. Maybe some functions are available in other modules
  • CSM functionality
  • Since TOPdesk we and our customers have a good impression of our incidents.
It was too long ago. We very quickly convinced of the power of TOPdesk
We had only some support for the original implementation and when we switched to the latest web-based version. Overall the support was always sufficient. The sale also went fine. We could always arrange a special contract. We are only a small not-for-profit organization. We never needed all the support days offered, and a smaller amount of days was possible.
It suits our needs
It's perfectly suited for incident management--the whole process, including the knowledge base and the assets register.

Less suitable for Customer Support Management.

TOPdesk Feature Ratings

Organize and prioritize service tickets
10
Expert directory
8
Service restoration
8
Self-service tools
8
Subscription-based notifications
8
ITSM collaboration and documentation
9
ITSM reports and dashboards
7
Configuration mangement
8

Using TOPdesk

5 - SUpportdesk people, developers and project managers
  • control of support calls
  • control of development flows
  • kanbanboard is helpfull
  • helpfull for audits

Using TOPdesk

Our organisation is working with Topdesk already for many years. With good experiences
ProsCons
Like to use
Relatively simple
Easy to use
Consistent
Quick to learn
Feel confident using
Familiar
None
  • create new issues
  • automatic sending email notifications
  • Insert calls from outlook
  • Create reports

Integrating TOPdesk

At this moment we don't have any integration
In the past we used the Dutch programm LIFT for CMS integration
For us it would be nice to have some integration with Gitlab. For calls and solution integration

TOPdesk Implementation

It work fine after the implementation. Already some years now without any hick-ups
Change management was a minor issue with the implementation - We had to change some of our procedures to make them fit into TopDesk and workflow. Internally people need to work with these procedures and use Topdesk in the right way.
  • How to integrate it with outlook.

Evaluating TOPdesk and Competitors

  • Product Features
  • Product Usability
  • Positive Sales Experience with the Vendor
At that time it was one of the best options. we are using it already for many years
Install several trail programms

TOPdesk Training

  • in-person training
The training was short but effective. 1 day to train key users

TOPdesk Reliability

Topdesk is a saas solution. As far as we can notice, there are no scalability problems. We are a small organization, so performance issues are for now not an issue.
Never had any problems
At this moment there are no perfomance issues.