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TOPdesk: a movement of service.
Updated June 01, 2022

TOPdesk: a movement of service.

Bas Verschuren | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

It's used by a department. It's used for incident management for our external customers for incidents in the industry related to software, process, and hardware.
200 - Service, management, and external.
  • Fast to address incidents, reported by telephone
  • Fast tool to get information about customers
  • Modular, so we started with only incident management, but now we have change management, operations management, and object management
  • Fast replies of questions.
  • In the SSP it is not possible for our customers to get an export of their own incidents in, for example, Excel.
  • Email notification of incidents in the organization, For example, to client managers at our site and customer site.
  • Integration with other tools like Power BI, report manager.
  • Reduced escalation by new employees.
  • More detailed information about customers installations.
  • Less telephone calls by customer
Faster, more detailed and self-serviced. Further more. it's easy to use for new employees, instead of the other product.
Reacts very fast. If they didn't, they didn't charge a fee of the consultant.
After 10 years we are still satisfied by TOPdesk. We are planning to upgrade to new version, bought new extra modules.like change management. Now we are starting to plan an update to have the latest version and functions. Hopefully we can use also the asset management!

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

Incident management is excellent. It's less suited for modifications at the software site to get the interaction. Extern customers, instead of in-house.

TOPdesk Feature Ratings

Incident and problem management
7.3
Organize and prioritize service tickets
7
Expert directory
Not Rated
Service restoration
8
Self-service tools
7
Subscription-based notifications
6
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
ITSM asset management
7.0
Configuration mangement
7
Change management
6.5
Change requests repository
7
Change calendar
6

Using TOPdesk

15 - Technical engineers, Service minded
  • incident management
  • change management
  • reporting possibilities
  • Following up incidents
  • Conference calls
  • Use of assets management

Using TOPdesk

it does the job well, it fits a lot of our demands. We can give insights to our customers, about their installation. Also we can keep track of outstanding issues at our different customers. If you have a request they respond very quickly!
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • overview of open incidents
  • Dashboard at home page
  • Overview about your open tickets
  • stacked reports
  • get integrated with office products
  • Email group notification
Yes - not suitable in our work, we don’t use it

Integrating TOPdesk

Because sometimes you need just al little bit more skills of IT to accomplish it. Like knowledge of network infrastructure. Knowledge of VM ware where the server is running.
  • Outlook
  • Timewax
  • Ivanti
  • ServiceNow
Just exchange emails to incidents. Automatic generate incident from emails. I was done very smoothly.
  • Excel
  • word
  • PowerBI
It will be a custom made interface with scripting
  • File import/export
  • API (e.g. SOAP or REST)
  • AppExchange or similar marketplace
Be prepared, read documentation before starting

TOPdesk Implementation

It was done by professionals, they knew what they were doing.
  • Implemented in-house
Yes - basic module, changemangement next phase, sattelite environment third phase
Change management was a minor issue with the implementation - make a good plan, make a good flow for your changes and implement it
  • Connect to view of employees

Evaluating TOPdesk and Competitors

Yes - It replaces the opensource application bugtracker
  • Price
  • Product Features
  • Product Reputation
  • Positive Sales Experience with the Vendor
The way we can report and follow up incidents at our customers
We will not change it

TOPdesk Training

Configuring TOPdesk

It still is a out of the box package, so some configuration can not be done. eg Reports are to little demensioned
Be sure what you want do do, especially with new modules. Because a lot is possible, but not everything is nessicary
Some - we have done small customizations to the interface - There are 2 tabs to configure with some fields
No - the product does not support adding custom code

TOPdesk Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No
just one package
Yes - Yes
The time we had a appointment with them about the fact we needed on site support. Something went wrong with the planning and they did it for free. Because they made a mistake.

TOPdesk Reliability

It is very scalable but not everything
Just one word PERFECT
We have on premises, so no complaints about performance

Relationship with TOPdesk

Just email and we get an answer in one week
No complaints
none
No because by phone or email it works perfectly

Upgrading TOPdesk

Yes - Very smoothly, no problems occured, didn't need the support of TOPdesk
  • More functionality
  • Security updates
  • better performance
  • Better performance
  • More functionality