TOPdesk: At the TOP of the Game
December 05, 2021

TOPdesk: At the TOP of the Game

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

Overall Satisfaction with TOPdesk

When our previous ticketing system reached its end of life, we determined that the Facilities and Information Technology departments would benefit from an enterprise system that would allow us to share tickets between our departments. Every step of the way, TOPdesk has exceeded our expectations. The tools it provides are powerful and solve real problems with ease. Implementation was straightforward and well-supported, and they are always available with questions and solutions afterward. In addition, their philosophy and customer service solutions have helped our departments improve our service and focus more clearly on our goals together.
50 - Facilities Management, Information Technology Management, Library, Admissions, Sustainability

Pros

  • Customer-centric service
  • Ticketing workflows
  • Enterprise solutions

Cons

  • Mobile app
  • Supporting building of self-service portal
  • Customer use of self-service portal increased
  • Faster ticket resolution times
  • Fewer lost tickets
Support is incredible for TOPdesk. The teams are well-trained, friendly, and helpful, and they have solved everything we have thrown at them.
We expect to use TOPdesk for the long term and are looking forward to implementing new modules and experiencing the improvements that TOPdesk is always rolling out.

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

TOPdesk is a great solution if your departments are ready and willing to work together as a full team across boundaries to build a system, implement it, and maintain it long-term. It will not be a good solution if your teams are not ready to work together across departments.

TOPdesk Feature Ratings

Incident and problem management
7.3
Organize and prioritize service tickets
9
Service restoration
9
Self-service tools
6
Subscription-based notifications
4
ITSM collaboration and documentation
10
ITSM reports and dashboards
6
ITSM asset management
4.0
Configuration mangement
Not Rated
Asset management dashboard
4
Policy and contract enforcement
Not Rated
Change management
6.7
Change requests repository
6
Change calendar
6
Service-level management
8

Comments

  • Victor van der Vring | TrustRadius Reviewer
    Victor van der Vring
    (Vendor Representative) commented 3 years ago
    Thank you for sharing your experience. This is icing on the cake for us as we strive for excellence! Victor van der Vring TOPdesk

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