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TOPdesk a great tool to work with
April 03, 2024

TOPdesk a great tool to work with

Remie Vliex | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

TOPdesk Service Management offers a user-friendly interface, making it easy for employees to submit and track their requests efficiently. The platform's customization options allow organizations to tailor the system to their specific needs, enhancing overall workflow and increasing productivity. TOPdesk's robust reporting capabilities enable teams to analyze performance metrics and make informed decisions to improve service delivery.
  • user friendliness
  • Support of ITIL processes
  • Customizable
  • Self Service Portal
  • Reports combining incidents and changes
  • Enabling formatting text fields on forms
  • Enable multilingual e-mail templates
  • Increased collaboration
  • Faster response times to end-user requests
  • Clear templates and workinstructions
TOPdesk is easy to understand, flexibel and ready to grow with you as an organization.
The service desk has a broad knowledge and support in almost any topic directly on the phone. The servicedesk has fast reponse times and is very accurate.
We use the product for 7 years now and we recently extended again for 3 more years

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

Pro: Via the self service portal a user can apply for certain services in the organisation and the input form can be configured in a way that all important and relevant information is received, including documents, screenshots and other attachments. So instead of e-mail back and forth between the service desk and the end-user a successfull application is faster and more effective.

Con: Gather repetitive information via a form

TOPdesk Feature Ratings

Incident and problem management
9.0
Organize and prioritize service tickets
8
Expert directory
8
Service restoration
9
Self-service tools
10
ITSM collaboration and documentation
9
ITSM reports and dashboards
10
ITSM asset management
10.0
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
10
Change management
9.3
Change requests repository
10
Change calendar
8
Service-level management
10

Using TOPdesk

1 - Know ITIL processes
Understand TOPdesk methodology
  • Support the change process
  • Give clear insight in reported incidents
  • Enable better communication channels with end-users
  • Automated actions
  • Improved Asset management
  • TOPdesk mobile
5500 - IT service management
Operations
Finance
Human Resources
Procurement

Using TOPdesk

TOPdesk is easy to use and follows the ITIL routines. There are clear manuals and lots of videos, trainings, events, webinars etc.
ProsCons
Like to use
Relatively simple
Easy to use
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
Requires technical support
  • Create incidents and changes
  • Create overviews and reports
  • Setup events and actions (e-mail)
  • Split the information from a from into usable information
Yes

Integrating TOPdesk

Good support and excellent consultancy services
  • Planon
  • Nextview
  • SAP Success Factors
Unknown
  • File import/export
  • Single Signon
  • API (e.g. SOAP or REST)
Use consultancy services from TOPdesk

TOPdesk Implementation

I did not participate in the implementation process
  • Implemented in-house
Change management was a big part of the implementation and was well-handled

TOPdesk Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
Escalation required
No, the support we get is very much ok
Yes - It was very recent the first bug, it's under investigation currently
TOPdesk support realized an automated action to enrich the input of a form with extra information that allowed the end user to save a respective amount of time to complete the form and at the same time deliver more reliable information for the operator. This saves the organization approx € 50.000 euros on a yearly basis.