TrustRadius
TOPdesk Review 2 of 102
TOPdesk Review: "Great product for ease of implementation, but back-end customization can be limited."
https://www.trustradius.com/it-service-management-itsmTOPdeskUnspecified8217101
Dan Moncion profile photo
February 08, 2019

TOPdesk Review: "Great product for ease of implementation, but back-end customization can be limited."

Score 8 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with TOPdesk

We use it within IT for: Ticket management, change management, inventory control, and the self-service portal
We are planning to onboard the maintenance department.
20 - Right now it's only IT that uses TOPdesk, and within our dept it is used by managers, programmers, and technicians
  • Change management request for cell phones with dual approval.
  • Change management request for VPN access with dual approval.
  • Inventory control with TOPsis scan.
  • More customizing flexibility in the SSP... ex.: iFrames.
  • All change management approval process visible within the SSP during manager approvals.
  • It gives us a clear picture of our day-to-day activities.
  • Able to generate reports for management.
  • Giving end users the ability to solve the little problems via the SSP.
It's 1000 times better than Microsoft CRM, which was clunky and not user-friendly at all. Also, we had no SSP with CRM.
Support is quick and responsive, but the answers we often get is ''Sorry that option is not possible''
In-house, we have very knowledgeable DBA and programmers that can customize TOPdesk, but often we are limited due to the way TOPdesk is designed.
Good for users with little programming knowledge, but for someone who has lots of programming knowledge they are limited on what they can customize.

TOPdesk Feature Ratings

Organize and prioritize service tickets
8
Expert directory
6
Service restoration
Not Rated
Self-service tools
8
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
Configuration mangement
8
Asset management dashboard
7
Policy and contract enforcement
Not Rated
Change requests repository
8
Change calendar
Not Rated
Service-level management
Not Rated