Item: TOPdesk
Rating: 9
Author: Roel Assenmacher

Overall Satisfaction with TOPdesk

Use Cases and Deployment Scope

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. Besides incident tracking we also use TOPdesk for problem and change management.
The Self Service portal provide our employees with a up to date knowledgebase and a quick way to create tickets and ask questions.

Users and Roles

1100 - It is used by every department in our organization. From IT and Facility Management to our legal department and tax office.

Pros and Cons

Pros

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.

Cons

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.

Return on Investment

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.

Support Rating

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,

Likelihood to Renew

We are very satisfied using TOPdesk so we don't have any reason to switch.

Key Insights

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

Likelihood to Recommend

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. It lacks access control on the knowledgebase, which makes it unusable for the IT department.

TOPdesk Feature Ratings

Using TOPdesk

Usability

It's easy to learn and to use. It has a very intuitive interface.

Usability Pros and Cons

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

Easy Tasks

Self service portal
Incident management
Reservation planner

Difficult Tasks

Change Management

Mobile Interface Availability and Impressions

Yes - It works pretty well. It lacks some of the advanced features like adding photos to reactions.

Integrating TOPdesk

Ease of Integration

The API is good documented.

Systems Integrated With

Our website
ArcGIS/Geoweb
HelloID
SharePoint

Depends on which system. ArcGIS has two way communication. It gives users the possibility to create and review incidents on a map providing GPS location.
HelloID is used for provisioning users to TOPdesk and managing access rights.

Future Integration Plans

Snow
Exchange

Types of Integration

File import/export
Single Signon
API (e.g. SOAP or REST)

Comments

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Victor van der Vring
(Vendor Representative) commented 5 years ago
Great to read about your broad use-case and positive experience Roel! Adding more mobile functionalities is on our roadmap. If you're interested in updates on this please check out page.topdesk.com/mobile. Thank you for your review. We really appreciate it.

Great features and usability