TOPdesk is a good product, especially when starting out.
Updated July 31, 2020

TOPdesk is a good product, especially when starting out.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with TOPdesk

We're using TOPdesk to field all of our trouble tickets across the organization. Multiple internal departments have found it useful to keep track of their support tickets.
300 - Almost all of our staff utilize TOPdesk in one form or another. We require all IT issues to be logged into TOPdesk. Our other divisions require the same.
  • It's well priced
  • Highly customizable
  • Asset management needs a lot of work.
  • Knowledge base is very bare bones.
  • We chose TOPdesk as a way to help our organization, Shift-Left. This has helped us keep our support staffing low, due to employees being able to help themselves.
  • Using the API, we've built many tools working with the TOPdesk platform to speed up business processes.
When a question has been asked, TOPdesk has been helpful. When they released their API, there were a few issues with it, and they worked with our staff to fix and update their documentation. They seem open to working with the customer.
Depending on the renewal cost when compared to other competitors, we may or may not renew TOPdesk.
TOPdesk is suitable for small- to medium-sized businesses that are looking to get into a professional incident management system. It has a lot of basic features that can give an organization an understanding of why they need an incident management system. You can easily grow within the platform, and hopefully, as TOPdesk improves their product you will continue getting a good product for the price you paid.

TOPdesk Feature Ratings

Organize and prioritize service tickets
7
Expert directory
5
Service restoration
5
Self-service tools
5
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
8
ITSM reports and dashboards
5
Configuration mangement
2
Asset management dashboard
1
Policy and contract enforcement
1
Change requests repository
5
Change calendar
5
Service-level management
Not Rated

Using TOPdesk

2 - Must be proficient with API, the TOPdesk KI's aren't well documented in this area.
  • Chat Ops - We've custom built a Microsoft Teams chatbot which registers TOPdesk tickets in a Teams Channel. This has been wonderful.
  • Tracking support issues for multiple departments. We've enrolled Physical Security, cleaning staff, app specific support teams, etc. Basically any team that can benefit from a central location for tasks/issues benefits from TOPdesk.
  • Knowledge base - While the TOPdesk knowledge base system isn't the best, it is a great resource. Again, all of our internal departments benefit from this as they have a central place to store their KI's.
  • Building a brand based Knowledgebase. We've always had an internal training document for onboarding staff, but these documents were stored on a file server or printed out and in a folder. Digitizing this and storing it in the same system with the rest of our knowledgebase's has improved its usefulness and helps us determine who has actually reviewed them.
  • We're constantly considering how to roll in other departments and give them an easy way to keep track of tasks.
  • We've looked at the facility management system a few times to keep track of reoccurring maintenance, but as of yet been unable to justify the additional cost versus using a SharePoint calendar.