TOPdesk is great
December 31, 2024

TOPdesk is great

Charles Kattenbelt | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

For incident management, asset management, HR employee management and change management. This allows us to monitor which software and hardware problems occur within the organisation and how to resolve them in the most efficient way. We also learn from the troubleshooting process that we post on the knowledge system in the Self Service Portal. It also allows us to keep focus on our assets and the costs involved. We report by category and subcategory to see where we can improve our performance and also gain insights where we can automate processes.

Pros

  • Registration of incidents in detail
  • Maintain overview of all assigned and unassigned assets
  • Generate detailed reports
  • Keep all those involved with an incident or change informed about the sitemap.

Cons

  • assigning rights is too extensive, making it very complex to manage this up to date.
  • Topdesk has gained so many features that it is difficult for a new user to become familiar with it.
  • action sequences remain tricky and certainly not for everyone to understand.
  • We had 20% more incident but resolved it in 40% less time
  • The number of unassigned assts has dropped from 13% to 0%
  • The penetration of users withing our organisation has reached almost 100% within our organisation.
Not applicable
The account manager, onboarding team, and support department is very customer-friendly. From the implementation onwards, we were very expertly helped and TOPdesk was fully set up according to our company's requirements. Whenever there are questions, I call my account manager or the support department. I am always helped very adequately there. The staff are very capable and helpful.
We are very content with the application. We use it now for 1 year and we are still learning. We still discover new features withing the application that help improve our efficiency and customer-friendliness and reduce costs. We feel like we can still improve the use of TOPdesk within our organisation and make more use of more modules.

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 comprehensive service management software ideal for IT-departments, managing incidents in handling change requests. Also fiscality management can use it to keep track of assets and booking of rooms for meetings e.g. Also the registration of employees can be managed by TOPdesk and is therefore ideal for HR department. A scenario where it is less appropriate would be production planning.

TOPdesk Feature Ratings

Incident and problem management
8.6
Organize and prioritize service tickets
9
Expert directory
7
Service restoration
8
Self-service tools
8
Subscription-based notifications
10
ITSM collaboration and documentation
9
ITSM reports and dashboards
9
ITSM asset management
8.7
Configuration mangement
9
Asset management dashboard
9
Policy and contract enforcement
8
Change management
8.0
Change requests repository
8

Using TOPdesk

4 - The are all IT-emplyees, trained by topdesk in several modules
  • incident management
  • change management
  • Asset management
  • Report building
  • automatisation
  • ticket follow up
  • assetmanagement with Azure
  • Projectmanagement
  • Contract and SLA management
30 - IT, HR, Management and all employees of all departments.

Using TOPdesk

It is user friendly and has a pleasant UX.
ProsCons
Like to use
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Feel confident using
None
  • make use of incident management
  • Make reports
  • keep track of assets
  • automation steps
  • use of sjabloons
Yes, but I don't use it

Integrating TOPdesk

TOPdesk Implementation

I heared that it was a very succesfull project
  • Implemented in-house
Change management was a minor issue with the implementation
  • I was not onboard

Evaluating TOPdesk and Competitors

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, no need
Not applicable

Comments

  • Victor van der Vring | TrustRadius Reviewer
    Victor van der Vring
    (Vendor Representative) commented a year ago
    What great scores, wow, what a compliment! Thank you so much Charles for sharing this elaborate review. This makes our day. We really appreciate it. Best regards, Team TOPdesk

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