TOPdesk review
November 23, 2018

TOPdesk review

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

We use TOPdesk for streamlining our service management to our internal customers. The IT and Facility teams use TOPdesk primarily for incident and change management. With TOPdesk we can help our customers in an efficient manner and find trends within the issues they are having. Known solutions are recorded in our knowledge base, so that colleagues can easily find them themselves. This saves time for other activities and increases customer satisfaction.
6 - IT service management and facilities management.

Pros

  • The Self Service Portal is very powerful and easily customized with forms. Also getting results from within the knowledgebase while typing the subject of a new call, prevents some users from submitting a new call, because they already found the solution to their issue.
  • Intuitive interface for the Self Service Portal and the operators. TOPdesk is not difficult to use.
  • Inegration between the different modules in TOPdesk. For instance: an incident can easily be promoted into a change.

Cons

  • The Self Service Portal can use some more customizability. It would be great if it would be possible to drag and drop certain modules on different places on a (sub)page. For instance the location of knowledge items of major incidents and field with just text.
  • KPI's could be better. For instance a KPI that could trigger on the percentage of calls that have gone past their target date. Absolute number don't work in all situations.
  • Shift-left.
  • Increased efficiency.
Support is very fast with answering calls submitted and all answers that I've received so far have answered my questions.
TOPdesk is a complete service management tool with lots of possibilities to increasing customer satisfaction by helping them efficiently. However, to fully use its potential, you need a big organization. For smaller organizations the benefits don't weigh up to the costs.

TOPdesk Feature Ratings

Incident and problem management
8.0
Organize and prioritize service tickets
9
Expert directory
8
Self-service tools
9
ITSM collaboration and documentation
8
ITSM reports and dashboards
6
ITSM asset management
8.3
Configuration mangement
9
Asset management dashboard
8
Policy and contract enforcement
8
Change management
7.5
Change requests repository
8
Service-level management
7

Comments

  • Victor van der Vring | TrustRadius Reviewer
    Victor van der Vring
    commented 6 years ago
    Hi, thank you for your review and feedback! If you would like to elaborate on your Self-service Portal customizability and/or KPI suggestions, please let us know. You can do this on our TOPdesk Innovation Platform. Here you can also see what other customers have suggested and prioritize options that would benefit your needs most. You can find this on our Customer Portal (extranet) under Product Development.

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