TOPdesk: Best in its class
February 04, 2020

TOPdesk: Best in its class

Crystal Ruiz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with TOPdesk

We are slowly using TOPdesk across our organization. We've begun with 6-7 departments initially, and as the other departments' ticket system licenses begin to expire, the idea would be to transition them to TOPdesk.

TOPdesk is fulfilling a number of needs within our organization. First, TOPdesk gives us a centralized "help" location within our company so our employees can have a "one-stop shop" for all of their support needs. Secondly, TOPdesk is providing a centralized knowledge base for our departments and specific products for our employees. Lastly, TOPdesk offers an array of modules that many departments can utilize and share information or assets via.
3500 - The entire organization will be using TOPdesk as users, but more specifically, we'll have information and support activities managed for IT, HR, Marketing, Product Support, and Legal & Compliance initially. Eventually, all departments with support functions will be migrated to TOPdesk.
  • Large knowledge base repository that is searchable from basically anywhere, offers suggestions to the users, and can support images and gifs.
  • Interdepartmental workflows--tasks can start in one department but end up triggering activities in tasks for other departments (employee on-boarding, for instance)
  • Because there is so much functionality built in, the UI can look a little clunky for the operators.
  • Too soon to tell--we are only in the beginning of our launch.
Overall, our selection team was most impressed with TOPdesk over the other dozen or so products we evaluated and demo'd. During our evaluation process, TOPdesk scored the highest rating in look and feel, ease of use, ease of setup, and in meeting the individual departments' needs as well as those of our organization as a whole. No one had a single negative comment about TOPdesk during the selection process, while all of the other products received plenty.
Our account manager, Pamela, has been phenomenal during the entire process; conducting dozens of demos for our team and management, walking us through the process from purchase to implementation, and answering countless questions. Jeff, our implementation guru, has been amazing as well, and his patience and insights have been invaluable to all of our departments.
Why go anywhere else?
TOPdesk can handle different workflows and meets the individual needs of each department during set-up, unlike some products that have a "one-and-done" set-up. TOPdesk is definitely most useful with multiple departments utilizing and collaborating in the different modules and for a large body of users.
TOPdesk would likely be overkill for a smaller organization that can probably get by using a less robust system.

TOPdesk Feature Ratings

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