Great features and usability
Roel Assenmacher | TrustRadius Reviewer
September 28, 2019

Great features and usability

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with TOPdesk

TOPdesk is used by the entire organization to record, manage, and track incidents. It is used internally for (e.g.) IT and Facility Management, but we also record all questions and incidents from citizens. TOPdesk lets us track every call from start to end and lets us easily collaborate across all departments.
800 - It is used by every department in our organization. From IT and Facility Management to our legal department and tax office.
  • It is very easy to use. Explaining it to a new user takes 15 minutes at most.
  • The great API features make integrating other applications a piece of cake.
  • Modular build, and easily customizable, so you only see what you use.
  • Fast and reliable.
  • Its mobile usability could be better. Simple features are missing, like adding photos to an existing call.
  • The self-service portal should be a little bit more customizable.
  • Shift left is an ongoing process, but TOPdesk helps us with this.
  • Using one application across the entire organization makes working fast and reliable.
  • Better insights in incidents, and escalations in problems.
They always use their time to give a fitting solution to your problem, and their level of knowledge is outstanding. They respond quickly, and no questions stay unanswered,
TOPdesk is well suited for IT, facility, and reservation and asset management. It doesn't matter how many users or incidents you need to register. It is less suited for complex asset management. Linking items, and building up an item from multiple other items is difficult.

TOPdesk Feature Ratings

Organize and prioritize service tickets
9
Expert directory
7
Service restoration
5
Self-service tools
8
ITSM collaboration and documentation
8
ITSM reports and dashboards
6
Configuration mangement
8
Asset management dashboard
7
Policy and contract enforcement
Not Rated
Change requests repository
6
Change calendar
7
Service-level management
Not Rated