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.
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
15 - Technical engineers, Service minded
- incident management
- change management
- reporting possibilities
- Following up incidents
- Conference calls
- Use of assets management
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 |
- 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
- 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
- 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
- no training
It works by itself
Configuring TOPdesk
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
Pros | Cons |
---|---|
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
Relationship with TOPdesk
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