TOPdesk is Top of the Heap in Enterprise Help Desk Management
Updated May 24, 2022

TOPdesk is Top of the Heap in Enterprise Help Desk Management

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

TOPdesk is our primary incident management and change logging system. It is also our primary inventory of physical assets and products/services. We make use of the heavy API integrations of TOPdesk to automate change and incident creation with our systems. As an example, we have a TOPdesk API that parses email notifications from Cisco AMP to automatically create tickets for High/Critical alerts.
TOPdesk is primarily used within the ITS department.
  • Everything is interconnected - you can easily get user/product/case data from anywhere.
  • Custom dashboard and widgets.
  • Strong API integrations.
  • Case templates/canned responses make creating/resolving cases take less busy work.
  • Sometimes it is clunky to assign something to a specific person, unless you know the dept. that person is in.
  • If your dashboards are not configured correctly, its very hard to find work assigned to you.
  • The search function is only skin deep, unable to pull information on what was said in the ticket.
  • We moved vulnerability management from weekly meetings to TOPdesk cases. This eliminated several hours a week of meetings for multiple departments while more efficiently tracking the resolution of critical vulnerabilities.
  • We are currently leveraging the API system to automatically blacklist/whitelist IPs and domains based on reports from services like MS-ISAC.
  • We auto-create cases from our endpoint malware protection to TOPdesk via an API and parsing.
Comparing TOPdesk and ConnectWise, TOPdesk comes out more favorably. It (TOPdesk) integrates in more places with API calls, is generally faster, allows for easier access to other windows/fields without tedious new loading screens, more cleanly stores asset data, and is more intuitive for new users. ConnectWise only wins out in Time Reporting. It does that in a more detailed fashion.
If it ain't broke, don't fix it.

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?

I wasn't involved with the selection/purchase process

Did implementation of TOPdesk go as expected?

I wasn't involved with the implementation phase

Would you buy TOPdesk again?

Yes

Any ITS department would benefit from considering TOPdesk. It is clunky, as I have said, but I've never seen a case management system that was not clunky. Its just so much data and so much work, I can't see how someone could make one that was easily intuitive while being as detailed. TOPdesk has a small learning curve, but once over that hump it works intuitively. The place I would hesitate to implement is with project management. It is great for tracking change or incidents, but use something like Team Dynamix for your projects.

TOPdesk Feature Ratings

Organize and prioritize service tickets
9
Expert directory
7
Service restoration
10
Self-service tools
9
Subscription-based notifications
7
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
7
Change requests repository
10
Change calendar
9
Service-level management
10

Using TOPdesk

10 - 
Our TOPdesk is primarily supported by Help Desk. They build the integrations into other applications, the templates used throughout the system, and the workflows that the rest of our ITS teams depend on.
Our Help Desk manager is extremely organized and efficient. He has a deep appreciation for the product and goes to great lengths to expand his technical knowledge of the product. This individual could run his own help desk business or MSP - look for someone with those skills.
He is assisted by 1-2 individuals that are capable API programmers. TOPdesk is incredibly powerful when its API integrations are used as they assist in automation so many task. These individuals share skill sets with system administrators with a programming background.
Beyond that are the team of lower and higher level techs that are able to manipulate TOPdesk efficiently and solve the minor problems that occur within the system. These individuals are competent technicians with your normal assortment of skills from that field. Problem solving is the most essential.
  • All IT technical encounters
  • Project management for IT and Academic projects
  • Change management for IT assets
  • Cyber Incident response management and logging.
  • Automatically pulling EDR alerts and assigning them based on severity
  • Automatically communicating IP block lists with our edge security devices
  • Manage institution communications about known issues
  • We are expanding the project management functionalities
  • We are adding an incident management module that will allow us to identify and address root causes commonly recurring incidents