Top of the charts with TOPdesk
Updated December 14, 2022

Top of the charts with TOPdesk

Jason Flannery | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

We use it daily for support requests and tracking technical challenges. It's a tool we use for asset management with API calls to Microsoft Intune, Google Admin for inventorying daily all Computer, Chromebook and iPad usage and information. We were in desperate need of a useful, secure Asset management software as well as a new helpdesk tool and this has been the best of both worlds. I was part of the team assessing the product and couldn't imagine daily work life with out it now.
6000 - All Staff have a person card in Topdesk. They can submit tickets and review their own tickets. We have daily usage by our helpdesk team and IT team as well as other departments that have ticketing usage (maintenance jobs) that are also managed with Topdesk. The vast amount of knowledge items we can source helps to solve problems before they become recorded as tickets as well.

Pros

  • Helpdesk Portal - One stop shop
  • Asset management - Asset's are assigned to persons in our org - east to track with timely info.
  • Knowledge base articles solve the problems sometimes before they can become helpdesk tickets.

Cons

  • I'd love to see location maps - Where are the assets? Tag assets to physical locations on a map.
  • We've achieved shift-lift for sure and reduced escalation
  • Increased efficiency
  • Measurable metrics of who is doing what and where\what we need to look at adding more support.
I was sold on the price, customizability and ease of use for Topdesk.
We've had to contact them recently with outages or slow access to the service but it was back up (slowed - not off) and running asap and service was right on top of it.
On top of spending a tremendous amount of time and energy and hours on it, the software is tremendous and the support is exemplary.

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

This is the most complete software I've reviewed and we purchased that allows customization and growth but is stable and rock solid in regards to team support. I don't have anything bad to say about Topdesk. We've used it for over 4 years and not only can we measure where the work is, where support is needed but also team stats on where we can look at efficiencies in support.

TOPdesk Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
10
Service restoration
10
Self-service tools
10
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
10.0
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
Not Rated
Change management
8.0
Change requests repository
8
Change calendar
8
Service-level management
8

Using TOPdesk

3 - We have three that know the ins and outs of Topdesk and can create flows for ticketing and also manage AD syncs and API calls for asset management\reporting.
  • Our in house custom helpdesk was out of date and out of touch.
  • We needed asset management, reporting capabilities and need an online solution that integrated with all of our IT support needs.
  • We heard of TOPdesk being used at other boards and it was simple to setup but allowed us to customize it for our needs.
  • Daily Asset updates - IP's - last logged on user. The amount of device data we can pull and when and where it was last used is invaluable.
  • The reporting options and at a glance review of open tickets and where we need to focus more attention on is key.
  • We would love to incorporate maps. Add other assets like projectors, IOT devices, TV's, Digital signs, APs and switches to the software.
Microsoft Endpoint Manager (Microsoft Intune + SCCM)

Using TOPdesk

Login - Operator or user login - easy to understand. Easy to manage and assignment of tickets and activities has been seamless to integrate with very little time spent having to retrain staff.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Familiar
None
  • Ticket assignment based on role.
  • Assigning technicians to roles in Topdesk and maintaining the assigned list is easy.
  • Importing assets from all MDM's and Intune were easy enough to setup and manage.
  • Activities I find are confusing at times and we will switch these to Tickets soon.
  • Change management hasn't been instituted yet based on time allowed from senior team to configure it.

Integrating TOPdesk

This is really intuitive software and they are very open to suggestions and customization.
  • Google (device\asset management)
  • Microsoft MDM
Using API and GAM we can pull in all attributes on devices including IP, last user and a host of other pertinent information that makes the asset management piece so valuable.
  • Zabix
  • Automation for ticketing based on custom powershell commands
Yes.
  • File import/export
  • Single Signon
  • API (e.g. SOAP or REST)
No
It's been a boon for us.

TOPdesk Implementation

It was a challenge to port over years of the same thing and we ended up keeping old ideas in Topdesk that we will eventually weed out as time passes and we learn how users view categories and flows of tickets. Planning is key but bear in mind that just because you used to do it this way doesn't mean you still have to.
  • Implemented in-house
Change management was minimal - We've not implemented change management although we plan on doing so in the future. We have several engineers and multiple techs however change management has been a struggle to get off the ground. We believe it's the right way to go but the challenge is few IT staff doing many roles so change management adds a layer of administration that takes time away from completing the task. IT staff typically are not documentarians and the idea of change management for some IT staff is daunting.
  • Planning the implementation.
  • Labels for all asset types and how to organize depts.
  • Which groups needed access to which systems\tickets\information

Evaluating TOPdesk and Competitors

Yes - We use to use an inhouse solution that worked until we tried to manage add ons - authentication and integration with Google, Microsoft and Apple API's. We outgrew our in house solution and we are so happy we did.
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
Product Features and asset management were the selling feature for us. We saw this in use for maintenance at a school board and saw so much more potential for replacing our hobbled solution that we were using. Reporting, automation and ease of use were a massive change.
I wouldn't change a thing. In fact Topdesk has exceeded expectations and continue to grow and expand capabilities including things we've suggested over the years.

TOPdesk Training

  • Online Training
  • In-Person Training
We had Topdesk in-house here training staff for almost a month (2-3 hour meetings 3x a week.) It was invaluable and we were able to take that training and share with the rest of our IT staff. Once implemented we were able to fly from there. The challenges we found were in how to get started. Once started the knowledge base offered from Topdesk has been invaluable.
Online training documentation is easy to access and consume. There is no real challenges with finding information on how to use the product and some really helpful knowledge base items that show us how valuable these options are in our own implementation of it. The online training we've used has been self driven.

Configuring TOPdesk

It's not complex and the tools given allow for endless opportunities to craft customization for any scenario we've come across so far.
Follow the documentation and seek out other similar institutions that use it eg. Education - there are other school boards that use it. What did they do? How do they customize it?
Some - we have done small customizations to the interface - Used our graphics but they outlay and look of the software is basically unchanged.
Some - we have added small pieces of custom code - For GAM integration for assets from Google Admin and API calls to Microsoft MDM for the devices.
We've customized so much but the software allows this at it's core which is the value we seek in using it.

TOPdesk Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No. We don't need it at this time. The product is stable and we have very competent staff who can manage Topdesk in our environment.
Topdesk was down for a brief period of time. There hosted solution was unavailable but there was a post on their site that stated what the issue was and an expected resolution time which was met.

TOPdesk Reliability

It's limitless and all hosted by Topdesk. It works for one school or 120.
Any questions or comments we've made in the past have been acknowledged and considered going forward.
It's typically perfect however there have been times when there have been challenges and pages load slowly however in cases like this they have acknowledged the issue and rectified it quickly.

Relationship with TOPdesk

Sales was the easy part. We were sold on this from the get go. We looked at a half dozen other products and also looked at in house developers redoing our current helpdesk solution but nothing offered what Topdesk did and nothing had the ability to customize helpdesk options for our environment tied to AD like Topdesk did.
Phenomenal after the sale. They believe in their product and are excited at people using it to it's fullest potential. We've had many calls during and after mounting the product and taking it live that have led to changes and solutions suggested that have showed up in production. We even hosted a regional meeting for Topdesk here and had not just school boards but ministry, police, ambulance, fire IT staff looking to make a change in their helpdesk portals.
I'm not at liberty to share this info.
They are amazing to deal with and in multiple languages. First rate service and first rate communication.

Upgrading TOPdesk

  • There hasn't been one we've had to go through but there are pieces that are added periodically that give value add.
  • The same great product we use now.

Comments

  • Victor van der Vring | TrustRadius Reviewer
    Victor van der Vring
    (Vendor Representative) commented 2 years ago
    Thank you Jason, for your elaborate review! We really appreciate it and great to read about your experience. Your review is the cherry on the cake for us in what we strive to achieve as a company.
  • Mercedes Carrillo Lopez | TrustRadius Reviewer
    Mercedes Carrillo Lopez
    (Vendor Representative) commented a year ago
    Hi Jason, thank you so much for your review! We would like to share some of your comments in an advertisment campaing. Would you let us quote you using your name? Thank you!

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