Item: TOPdesk
Rating: 8
Author: Jorrit Keus

Use Cases and Deployment Scope

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.

Users and Roles

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 and Cons

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

As far as we are concerned, the scrum board needs attention. It is not possible to add documents, and tacs.

Return on Investment

Available 24 hours
One place for all questions
Catches the first questions

Alternatives Considered

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.

Support Rating

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.

Likelihood to Renew

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

Likelihood to Recommend

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 Review

Overall Satisfaction with TOPdesk