Very good fit for a global non-profit
November 11, 2021

Very good fit for a global non-profit

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

Overall Satisfaction with TOPdesk

TOPdesk is used across the entire organization to manage IT incident and service request tickets. It is also used to manage tickets for some of the building facilities departments.
2000 - IT service management, Facilities Management

Pros

  • Simple to use
  • Very reliable across the globe -- no response time complaints from Asia
  • Language localization/translation so customers can see TOPdesk in their language preference

Cons

  • Provide an option that prevents technicians (or operators) from being able to manually change ticket status, especially where an organization’s workflow strictly forbids it. For example, once a ticket status is set to in progress, a tech should not be able [to] manually change it back to new.
  • Include the functionality that treats incidents and service requests as two different types of tickets with different workflows and requirements.
  • Improve the problem management module. The menus, look & feel, options are very basic compared to ticket management.
  • Improve the TOPdesk chat functionality or provide easy integration with popular chat programs.
  • Great visibility of actual need for IT resources
  • Significantly improved service management
  • Enables IT to support global customers
They have been with us every step of the journey, from pre-sales through to today, with us being active customers. We have come to personally know the TOPdesk support team members and can count on them. They are knowledgeable and professional.
It is a perfect fit for us.

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

It does most functionality one would require of a service management system very well. It is rather light on
automation -- that could be good or not so good depending on an organization’s requirements.

TOPdesk Feature Ratings

Organize and prioritize service tickets
10
Service restoration
7
Self-service tools
8
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
8
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated

Comments

  • Victor van der Vring | TrustRadius Reviewer
    Thank you for your review. We love to see the great connection with both product and people!

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