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TOPdesk Review
Updated May 30, 2022

TOPdesk Review

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

Overall Satisfaction with TOPdesk

We use it for logging incidents, questions, problems, and operational tasks. The departments that use TOPdesk are IT, central helpdesk, HR, Finance, Communications, Innovations, Healthcare administration, and some project groups. Except for the Facilities department, they use another application for their work called Wish. All healthcare personnel within our organization are authorized to use our self-service portal.
370 - The departments that use TOPdesk as operators are IT, central helpdesk, HR, Finance, Communications, Innovations, Healthcare administration, and some project groups. All healthcare personnel within our organization are authorized to use our self-service portal, more or less 5000 employees.
  • Service
  • Saas
  • Easy to manage
  • Innovation
  • Personalization
  • More working together between departments
  • Shift left
Worked with this program for a short while, but it was enough for me to notice that this program is too advanced, or it gives you the opportunity to make it really difficult. Unlike TOPdesk, which is a basic program that you can tweak.
The support department of TOPdesk is excellent. I can always call them and almost every time my question is answered on the phone immediately. They have a lot of knowledge of TOPdesk.
We are not looking for another application.

Do you think TOPdesk delivers good value for the price?

Yes

Are you happy with TOPdesk's feature set?

Yes

Did TOPdesk live up to sales and marketing promises?

Yes

Did implementation of TOPdesk go as expected?

Yes

Would you buy TOPdesk again?

Yes

In our organization, we use another application for facilities management. This department does not think TOPdesk is suitable for their work. But TOPdesk is well suited for logging incidents for other departments.
We plan on merge the SSP with Wish, but the Facility backoffice will still use Wish for their work.

TOPdesk Feature Ratings

Incident and problem management
7.1
Organize and prioritize service tickets
9
Expert directory
7
Service restoration
3
Self-service tools
8
Subscription-based notifications
8
ITSM collaboration and documentation
7
ITSM reports and dashboards
8
ITSM asset management
5.0
Asset management dashboard
5
Change management
4.5
Change requests repository
6
Change calendar
3

Using TOPdesk

2 - I am the only application manager for TOPdesk, so for everything related to TOPdesk or it's functions, the employees come to me. When I'm not working, I have a collegue that can take care of the basic questions while I'm away.
  • Self service portal
  • Knowledge bank
  • Incident registration
  • N/A
  • Integrated self service portal with Wish

Using TOPdesk

TOPdesk is easy to use as a service management tool.
You don't need to have a lot of IT knowledge to make it a good working program for you.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Incident module
  • Reports
  • Change module
  • Selections
Yes - I wouldn't recommend using TOPdesk on your phone. They are still enhancing the phone website.
They do not have an app.

Integrating TOPdesk

Almost everything is possible and TOPdesk really wants to help you.
  • AFAS
It was a 2 day job to realize, together with a TOPdesk consultant.
We use the AFAS integration to update Person cards.
  • Office Outlook
  • Solarwinds
For Solarwinds, yes. That integration is possible. I have to look in to it someday for the realization.

For Office Outlook, I am not sure. We would like to use the Planning module in TOPdesk together with the Outlook calender.
  • File import/export
  • Single Signon
  • API (e.g. SOAP or REST)
Not that I can tell.
We use the file import for the AFAS integration to update Person cards, single signon to login and a lot API's to automate tasks.
No. I always get help from TOPdesk to research if something is possible. And most of the times, it is possible.

TOPdesk Implementation

Evaluating TOPdesk and Competitors

  • Product Features
  • Product Usability
  • Product Reputation
We've been using TOPdesk since 2010 and never looked for other software to replace it.
I can't answer this question because I was not involved in purchasing the software in 2010.

TOPdesk Training

  • No Training
Yes it is easy, with just a brief 1 hour explanation everyone can figure out TOPdesk.

Configuring TOPdesk

It's a SAAS solution, but with proper knowledge you can tweak TOPdesk to your own liking.
Take a look at their API website if you want to make a feature to your liking.
Some - we have done small customizations to the interface - We don't have a lot of customizations to the interface.
Yes - we have added extensive custom code - We linked our TOPdesk to an external TOPdesk of a supplier.
We also have a lot of automation going on with changes of statusses and many more.
N/A.

TOPdesk Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No
Support is free with our contract.
Yes - Yes, it is almost always fixed within a few weeks.
These bugs I noticed were not high priority bugs, but they got fixed quick.
I think almost everytime I contact TOPdesk support I get exceptional support.
The support employees are well trained, have a lot of knowledge of TOPdesk and can help you with almost anything.
And every one of them is very kind.
I never had a bad experience with TOPdesk support! :)

TOPdesk Reliability

Overall you can use TOPdesk for about any department.
We only have Wish for Facility, all the other departments use TOPdesk.
With only some minor disturbances per year, I would rate TOPdesk availability really high.
Overall really good performance. But performance issues could also come from our end, we've discovered.
Loading pages etc. is overall really good in TOPdesk.

Relationship with TOPdesk

I don't know how it was in 2010, but I really like the communication style of TOPdesk and overall working with them is great.
Really like working with them.
N/A.
N/A.

Upgrading TOPdesk

Yes - We migrated our Configuration management to the new Asset management module.
  • API
  • More custumization
  • More in line with the other modules of TOPdesk
Yes - In 2016 or 2017 we migrated from enterprise to SAAS.