Overall Satisfaction with TOPdesk
We use TOPdesk for incident, change and asset management internally and also for our B2B customer base. It gives us a central location to manage our global customer's issues and needs, and provides a simple way to delegate and track workflow. Additionally, the data we are able to report on allows us to pinpoint areas of improvement.
180 - We manage IT services and customer services via TOPdesk. We also manage several different customers, and in some cases their customers, via TOPdesk. We have used:
Incident Management
Change Management
Asset Management
Barcode Scanner Integration
LDAP Integration
Incident Management
Change Management
Asset Management
Barcode Scanner Integration
LDAP Integration
- Versatility. The ability to customize the interface.
- The ability to customize workflows for Incident and Change management is the best I have seen.
- The ability to segregate customer groups and manage them in one instance of TOPdesk is great.
- Would love to see stronger Self Service functionality, such as AI.
- Would like to see TOPdesk further embrace customer management of the platform.
- This is a bit more subjective: The interface continues to improve, but I would like to see it be a bit more intuitive.
- Increased efficiency.
- Enables proactive customer issue management. Fewer action plans and reparation work.
We have used several CMS and IMS tools -- dozens. TOPdesk is the most versatile and stable system, for the money, that we have encountered.
Do you think TOPdesk delivers good value for the price?
Yes
Are you happy with TOPdesk's feature set?
Yes
Did TOPdesk live up to sales and marketing promises?
Yes
Did implementation of TOPdesk go as expected?
Yes
Would you buy TOPdesk again?
Yes
TOPdesk Feature Ratings
Using TOPdesk
5 - We use on premise, therefore an understanding of Database and server management is required. TOPdesk offers a managed / cloud based solution for those who do not have the personnel or knowledge to administer their own instance. The folks we have dealt with at TOPdesk have always been eager to assist when we have questions or issues.
- Incident Managemrnt
- Change Management
- Onboarding
- Termination
- Managing NMS notifications
- Supporting QA and understand throughout of our personnel in collaboration with our other business systems.
- Online chat interface
Using TOPdesk
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Incident management
- Ticket
- Escalation
- Change request submission
- Update SSL Certificate
Yes - Acceptable. Not perfect for full time use but perfect on the go and and in a pinch - more than adequate.
Integrating TOPdesk
- Active Directory
- Joomla
LDAP connectivity to Active directory was relatively straight forward. TOPdesk support is alway helpful as well.
We use Joomla for our CRM and having forms from TOPdesk or allowing reports to open in Joomla was also not difficult. It’s great to be able to pull live data and serve it where it is needed to be viewed.
- File import/export
- Single Signon
- Javascript widgets
As with any integration, discuss with TOPdesk engineers and plan accordingly.
TOPdesk Implementation
- Implemented in-house
Change management was a big part of the implementation and was well-handled
- Learning curve for Change management setup