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Great features and usability
Updated December 13, 2022

Great features and usability

Roel Assenmacher | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

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. 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.
1100 - 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,
We are very satisfied using TOPdesk so we don't have any reason to switch.

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 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

Incident and problem management
7.2
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
ITSM asset management
7.5
Configuration mangement
8
Asset management dashboard
7
Policy and contract enforcement
Not Rated
Change management
7.0
Change requests repository
7
Change calendar
7
Service-level management
Not Rated

Using TOPdesk

It's easy to learn and to use. It has a very intuitive interface.
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
  • Self service portal
  • Incident management
  • Reservation planner
  • Change Management
Yes - It works pretty well. It lacks some of the advanced features like adding photos to reactions.

Integrating TOPdesk

The API is good documented.
  • 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.
  • Snow
  • Exchange
  • File import/export
  • Single Signon
  • API (e.g. SOAP or REST)