Item: TOPdesk
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We are still in the middle of implementing everything we want to in TOPdesk, but we use it for IT ticket tracking, asset tracking (computers, printers, etc), and as a time tracking tool for our IT staff. We needed a way for each of our multiple office locations and remote employees to be able to submit tickets and for the IT team to keep track of them. Also, the branch managers wanted to be able to see reports of what was happening in their branches.

Users and Roles

50 - We have our entire company on it so all our business functions. Engineers, admin staff, IT staff, Accounting, etc. The intent is that TOPdesk is used by every user in our firm to keep track of IT tickets, hardware requests, software requests. Pretty much anything computer or IT system-related is tracked and run through it.

Pros and Cons

Ticket creation and tracking
Very versatile in its setup
Love how tickets can be related to a Kanban board.

Difficult to setup because it is so versatile
Better custom mapping abilities for tickets to Kanban board categories
More Kanban custom categories
Difficult for users to reset their own passwords

Return on Investment

We just started using it so we don't have an ROI stat or anything yet
It has helped consolidate tickets and increase transparency of IT issues

Alternatives Considered

IT Glue and Atlassian Confluence

The biggest reason we choose TOPdesk is [that] it had asset management functions and IT functions in a simpler-to-use format than the other options we looked at. It was also more customizable to our specific workflow than the others were. The others had similar functions, but we felt we would have to adapt to the software more than it adapt to us.

Support Rating

The pre-sale was great. Our biggest issue was that it just took a long time to get the backend setup. Also, some functions were not enabled that was part of what we purchased and it took a week or so to get those functions enabled once we realized they were missing.

Likelihood to Renew

I think it will be great as soon as we get it fully implemented and running. There are always bugs and issues when you start a new system or switch to a new system, but as of now, I fully expect we will continue using TOPdesk.

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?

I wasn't involved with the implementation phase

Would you buy TOPdesk again?

Yes

Likelihood to Recommend

TOPdesk is awesome if you need a ticket system for tracking any IT or computer needs. Software requests, bugs, hardware malfunctions, etc. You can create a knowledge base that adapts to the user's input in real-time. That is super cool. It is a bit cumbersome to track computers, OS versions, and assets in general. That said, asset tracking is just a pain period.

4 Month in Review of TOPdesk!

Overall Satisfaction with TOPdesk