TrustRadius
TOPdesk Review 4 of 97
User Review: "TOPdesk as a service desk tool"
https://www.trustradius.com/it-service-management-itsmTOPdeskUnspecified8207101
No photo available
November 23, 2018

User Review: "TOPdesk as a service desk tool"

Score 7 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with TOPdesk

At my organization we use TOPdesk as the service desk tool for all IT calls. We also use TOPdesk as our CMDB. TOPdesk is used only by the IT-department. Although we have looked into implementing TOPdesk for usage in another Department (our info desk) they decided to use another tool.

For the IT department TOPdesk fulfills it's role as a service desk tool and CMDB. We have all the businesses we support listed and their hardware in the CMDB. And hardware and user are linked.
9 - TOPdesk is ebing used solely by the IT department in our company. We have tried implemeniting it at another department, but they currently use another tool.
  • TOPdesk is very good in automating emails.
  • All user questions can be routed through TOPDesk.
  • Powerfull CMDB.
  • Ease of editing the CMDB.
  • Mailing updates to customers with a one click button (though that might be a local (lack of) configuration).
  • Timer for working on tickets.
  • Automate ticket registering.
  • Prioritizing the ticket flow.
  • Search option to find calls which have gone through multiple operators.
There wasn't a real comparison. TOPDesk was already used. When the question arose to either continue with TOPDesk or use another product, the dicision was made after a brief glabnce at the competitor, as time was scarse and not sufficient to implement another tool. So this was an easy vistory for TOPdesk.
Support is knowledgable and helps with any issue you have in TOPdesk. Our application manager always seems to find little things that don't work as he expected. And when he contacts support he is always serviced very quickly.
We use TOPdesk for Incident Management. And it is well suited for this task. Though it is important that the whole team uses the tool in the same way, to keep all incidents in the tooling. But the ability in TOPdesk to pick up mail makes it easy if a co-worker mails outside of the tool. Add the ticket number to the mail and drag it into the mail folder used to sync and the answer is added to the right ticket.

TOPdesk Feature Ratings

Organize and prioritize service tickets
8
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
Configuration mangement
8
Asset management dashboard
Not Rated
Policy and contract enforcement
7
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated