TOPdesk Review
June 03, 2020

TOPdesk Review

Jorrit Keus | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

We currently use TOPdesk for the calls at IT/IM, and our wish is to expand this. We will use TOPdesk so that our employees have one place where they can go with all their questions.
1400 - All employees (1400) can use the self-service portal of TOPdesk, where they can find information and get assistance with issues. In addition, the IT and IM departments are currently working with the back office application (20 employees).

Pros

  • Comes up with suggestions when creating an incident
  • Being able to follow your incident
  • One portal for all your questions

Cons

  • As far as we are concerned, the scrum board needs attention. It is not possible to add documents, and tacs.
  • Available 24 hours
  • One place for all questions
  • Catches the first questions

We considered building it into Profit (Afas), but this did not meet our needs. The forms that can be created in the SSP (Self Service Portal) are often much more flexible.

TOPdesk also has the option of proposing solutions when creating the incident. In this way, we hope that the employee will receive a large part of their questions answered outside the opening hours of our helpdesk and that they will feel that we provide as much 24/7 service as possible.

The start of the implementation didn't go smoothly. There were some difficulties between the consultant from TOPdesk and the employee who would do the software setup. Their working method did not match.

TOPdesk solved this very well. After the rocky start, we went through a smooth implementation.

We are very satisfied with the application and would certainly choose TOPdesk again.

TOPdesk is a very good tool for creating and registering and reporting incidents. The scrum board deserves attention. It is nice to accommodate as much everything as possible in an application, unfortunately, this is not yet a fully-fledged instrument.

We hesitated to use Profit (Afas) to register incidents because this application was already present. However, this was too limited in functionality for us. The forms that can be created in the SSP (Self Service Portal) are often much more flexible.

TOPdesk Feature Ratings

Incident and problem management
8.8
Organize and prioritize service tickets
9
Expert directory
9
Service restoration
8
Self-service tools
9
Subscription-based notifications
9
ITSM reports and dashboards
9
ITSM asset management
8.3
Configuration mangement
8
Asset management dashboard
9
Policy and contract enforcement
8
Change management
8.0
Change requests repository
8

Comments

  • Victor van der Vring | TrustRadius Reviewer
    Victor van der Vring
    (Vendor Representative) commented 5 years ago
    Hi Jorrit. Thank you for your great review, feedback and compliments. We really appreciate! We understand the feedback. The kanban board is on our roadmap for further developments. Currently it's meant to visualize and prioritize workload taking the underlying ITIL processes in account. If you're interested you can find more information here: https://blog.topdesk.com/updates/kanban. As an alternative for now, all cards (calls) can be opened from the kanban board. When opened, all normal actions like adding documents can be used. Thanks again! Victor van der Vring TOPdesk

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