Great product for ease of implementation, but back-end customization can be limited.
February 09, 2019

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

Dan Moncion | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

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