Top marks for TOPdesk!
Derek Traise | TrustRadius Reviewer
March 04, 2020

Top marks for TOPdesk!

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with TOPdesk

TOPdesk is currently used as an IT support and ticketing system for all of our schools, school support offices, and the main board office. We started using TOPdesk about 3 years ago. TOPdesk has made a huge improvement in how we manage support and communicate with our staff. We have a dedicated support desk that manages all staff tickets through TOPdesk. Tickets are then assigned to the appropriate operator or group. This ensures tickets are handled correctly and efficiently.
We have approximately 3500 people with user accounts in TOPdesk. This includes staff from all of our 72 schools, all support services including educational services, IT staff, HR, finance, and executive employees. Although not all staff frequently use TOPdesk directly, the number of people who do is growing as we streamline the support process and educate on the benefits of using the system.
  • Managing the support flow
  • Ticket notifications and communication
  • Flexibility for organization planning
  • Top-notch support
  • Could use better tutorials or a reference for more complex change requests
  • Had some trouble with the API slowing down the SaaS server--too many hits
  • More self-service
  • Increased confidence
  • Increased efficiency of support dispatching
An example of excellent TOPdesk support is our migration to Saas from a local install. We were provided checkpoints and a detailed technical meeting to make the migration go seamlessly. We had one dedicated contact for any questions and guidance. Support has been almost immediate, and they will work closely with you until the issue is resolved.
TOPdesk seems to be very motivated to improve and meet the high expectations and challenges in this space. I'm not aware of another product that is as reliable and energetic.
TOPdesk is suited for a medium to large size organization with a high volume of support needs. It is an excellent way to provide support for end-users who do not want to avoid long interruptions. Placing a ticket is easy to do, and follow-up ticket management is very efficient.

TOPdesk Feature Ratings

Organize and prioritize service tickets
10
Expert directory
10
Service restoration
Not Rated
Self-service tools
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
10
Change requests repository
8
Change calendar
Not Rated
Service-level management
8