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TOPdesk Review 3 of 102
"TOPdesk Review -- 10 years of TOPdesk"
https://www.trustradius.com/it-service-management-itsmTOPdeskUnspecified8217101
Jay Hamel profile photo
February 07, 2019

"TOPdesk Review -- 10 years of TOPdesk"

Score 10 out of 101
Vetted Review
Verified User
Review Source

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.
We manage IT services and customer services via TOPdesk. We also manage several different customers, and in some cases their customers, via TOPdesk.
  • 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.
TOPdesk technical support is always very responsive and as involved as you need them to be. We seldom require their involvement -- and when we have in the past, the vast majority of issues have been user configuration error (we set up something incorrectly). Account level support is also very accessible and helpful. We have been on TOPdesk for 10 years; the onboarding experience was great and I would guess it has only improved.
TOPdesk is well suited to managing internal and external incidents and changes. We have not run into a customer type who would not benefit from the functionality. The only potential issue would be cost. Perhaps the price is out of reach for smaller groups. The customization really goes a long way.

TOPdesk Feature Ratings

Organize and prioritize service tickets
8
Expert directory
6
Service restoration
9
Self-service tools
7
ITSM collaboration and documentation
6
ITSM reports and dashboards
7
Configuration mangement
6
Asset management dashboard
5
Policy and contract enforcement
8
Change requests repository
9
Change calendar
8
Service-level management
7