4 Month in Review of TOPdesk!
December 11, 2021

4 Month in Review of TOPdesk!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

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.
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.
  • 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
  • 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
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.
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.
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.

Do you think TOPdesk delivers good value for the price?


Are you happy with TOPdesk's feature set?


Did TOPdesk live up to sales and marketing promises?


Did implementation of TOPdesk go as expected?

I wasn't involved with the implementation phase

Would you buy TOPdesk again?


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.

TOPdesk Feature Ratings

Organize and prioritize service tickets
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Policy and contract enforcement
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated