Very nice self-service portal and an overall good IT service management tool.
Anonymous | TrustRadius Reviewer
October 29, 2019

Very nice self-service portal and an overall good IT service management tool.

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with TOPdesk

We have been using TOPdesk for many years in our company. We started out using the incident module and over the years added support for self-service and the change management module. Before TOPdesk we didn't have any tool specifically, so TOPdesk brought a much-needed overview of all incidents and changes. Nowadays it is vital, also for our compliance needs.
500 - About 90% of our TOPdesk use is for IT Service Management, and about 10% is for facilities management, but this is growing slowly as more processes are incorporated into TOPdesk. Booking a room, alert reception for visitors in advance, and using forms on the self-service portal allows us to uniformly address these needs.
  • Cross-referencing tickets is easy by just typing the incident number.
  • There are many reports available out of the box.
  • Single Sign-On using SAML makes it easy and safer to log on.
  • Almost inherent in these products is the sheer volume of forms. TOPdesk doesn't make it easier compared to other products (but also not harder)
  • Probably the version we use (on-prem), but there is a firefox issue where the "x" (lower case) key does not work in the actions field. The capital works fine.
  • Implementing the self-service offering allowed us to both lessen the work needed to be done by the helpdesk and also to uniform the requests.
  • Implementing the Single Sign-On should be mandatory for all applications, but for a heavily used program like TOPdesk, it is very recommended.
We have been running TOPdesk for 10+ years, and didn't have anything before that. As we are making a move to the cloud, we will be looking at alternatives in the coming 1-2 years, but TOPdesk will be one of the options still.
TOPdesk has a good support team and a good Knowledge-Base. Also important is that there is a user community where you also can ask your questions and probably get your answers.
If you need IT Service Management with Incident or changes, this is one of the big names. Of course, nowadays ServiceNow is the hot thing, but if you do not want that for any reason, TOPdesk is a good alternative. The advantage in ServiceNow is the big volume of integrations available where TOPdesk is lagging, especially if you run an on-prem version.

TOPdesk Feature Ratings

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