One of the best ITSM software solutions on the market
December 31, 2024

One of the best ITSM software solutions on the market

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

Overall Satisfaction with TOPdesk

We use TOPdesk for our IT support at the moment. In a later stage we want to let other departments like HR, Facility, Finance and Catering use TOPdesk too.
We want to use it for employees to report incidents, request changes and look up information.
At this point employees only use it to report IT incidents.

Pros

  • Selfservice portal
  • The use of knowledge items
  • Change management

Cons

  • Flexibility in change management
  • Copy from test or acceptation to production
  • More users look up information in the SSP instead of calling
  • Collegues exchange information in one place
The support department is very skilled and approachable.
The employees have a lot of knowledge and will always help you find the right information, regarding if it's easy to find or not.
Almost always when I have a question, they have an answer right away. Otherwise, I don't have to wait long before I get an answer.
We are not planning to use something other than TOPdesk soon.

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

Asset management is an ideal module to use in TOPdesk. You can report incidents on it, add all the information you want to it.
Also the SelfService portal is one of the nicest features in TOPdesk.
It is really easy to use for both the user and the administrator. Especially in combination with the Knowledge module.

TOPdesk Feature Ratings

Incident and problem management
8.3
Organize and prioritize service tickets
8
Expert directory
8
Service restoration
7
Self-service tools
9
Subscription-based notifications
9
ITSM collaboration and documentation
9
ITSM reports and dashboards
8
ITSM asset management
7.3
Configuration mangement
8
Asset management dashboard
6
Policy and contract enforcement
8
Change management
7.3
Change requests repository
8
Change calendar
6
Service-level management
8

Comments

  • Victor van der Vring | TrustRadius Reviewer
    Victor van der Vring
    (Vendor Representative) commented a year ago
    Thank you for the amazing compliment and sharing your review! We're happy to see such enthusiasm. That's what we aim for as a company, so we really appreciate the sentiment. We hope you will continue this positive journey and look forward to further expanding your usecases towards the other departments. Do reach out if you need any assistance there . Best regards, Team TOPdesk

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