Good supplier of good software with space for improvement
November 11, 2020

Good supplier of good software with space for improvement

Rianne Willems | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with TOPdesk

Currently it is used at the IT department to register tickets/issues/changes and to register hardware. It is also being used by our security department to register keys. We would like to expand the use for our facility department. We are currently using the on premise software.
100 - We have 100 practitioners. 90% is IT related. 10% is security.
  • [Register] incidents.
  • Logging.
  • [Register] products.
  • It would be nice if the status of a product can automatically change when they are registered to a product.
  • More layout options in ssp.
  • Registering of keys in TOPdesk with good logging.
  • Overview in tickets.
TOPdesk is more flexible and has better usability. It is easy to have contact with a consultant or account manager.
The service is really good and the consultants are friendly. Sometimes I think the knowledge can be a bit better (it probably depends on work experience). I think the consultancy price is pretty high.

Do you think TOPdesk delivers good value for the price?

Not sure

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

Sometimes I think some things are hard to find. I often do not know if I have to search in Settings or in Modules. In some cases the user has to do a lot of clicks for example to link a key to a user. Something could work a little smarter.
We import the incidents by e-mail. The managing of tickets works really wel. The communication is clear and easy to find. The reports are good.

TOPdesk Feature Ratings

Organize and prioritize service tickets
8
Self-service tools
6
Configuration mangement
7
Asset management dashboard
8
Change requests repository
7