Item: TOPdesk
Rating: 7
Author: John Glenn

Use Cases and Deployment Scope

We use TOPdesk for our front-line support Help Desk. All tickets come in from users via email, telephone, and chat. We are also utilizing the asset feature for inventory.

Users and Roles

10 - All users of TOPdesk are in the IT group. We have developers, techs, and network engineers using all features every day.

Pros and Cons

TOPdesk has a great web interface that is always responsive.
The tracking information is second to none. It has a field for everything.
The integration with Azure AD is very easy to implement and work with.

The requirement to fill out certain fields before a ticket can be closed can be cumbersome. This could be a requirement for some organizations though.
The field mappings from Azure AD to user data could be a little more precise. Some of the fields just don't translate.
When setting up the system to intake emails as trouble tickets, it can be tricky when people reply after a ticket is closed. It will create multiple tickets from this.

Return on Investment

We have definitely improved our ticket reporting and ease of creating new reports.
We were able to replace an aging help desk system with a modern cloud-based solution and replace an expensive inventory management tool. This has greatly reduced costs for us year over year.
The only negative impact has been the learning curve. It can take a while to get all techs on board with a new process and system in a short amount of time. We have some issues here and there with techs not filling out the full ticket due to the amount of time it can take.

Spiceworks is an easier-to-use Help Desk solution but it lacks all other features that Topdesk has. Freshdesk was just too much for our environment. It was cost-prohibitive for our intended use. TOPdesk fit our org size and budget better than the others.

Support Rating

Onboarding and sales were great with Top Desk. The implementation specialist was still green and needed a lot of assistance. Top Desk addressed that quickly with a more seasoned tech and did not charge us for the time the new tech spent. Once with a seasoned tech we had no issues with support.

Likelihood to Renew

We have a multi-year contract and plan on keeping the database growing with our inventory. Techs are getting used to it and seem to like the ease of use and reliability of the cloud system. We have never seen it go down before and maintenance windows have been short and easy to work around.

Key Insights

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?

Would you buy TOPdesk again?

Yes

Likelihood to Recommend

TOPdesk is great for a help desk ticket system but it does lack extra features. While those extra features are included they are not the most polished. From our experience, the extra features are inventory, remote control, and AD utilities.

TOPdesk has a lot of features but Help Desk is its strongest

Overall Satisfaction with TOPdesk