TOPdesk
April 25, 2025

TOPdesk

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

Overall Satisfaction with TOPdesk

We use TOPdesk for a lot of different things. Our service desk uses it for answering questions, we use it for our personel flows, assets are managed within TOPdesk, etc etc. Our SSP is the entrance for (nearly) all questions and requests from within out organisation, if you need anything just fill in a small form and get what you need!

Pros

  • There are alot of API's and programs we can interact with from within TOPdesk
  • Automatization is possible within TOPdesk, no need for extra's or difficult programs

Cons

  • The difference in endpoints between modules can be difficult. It would be easier for automazation if they would be the same.
  • The linking between modules isn't always the easiest. You can't string together changes and requests.
  • There is no easily visible logging for a bunch of things. You need to search the logs. Could be easier to have to option
  • TOPdesk has incread efficiency and capacity for our Servicedesk.
  • TOPdesk makes it very easy for managers to see how long the avarage answer takes for requests and if this is within parameters
Most if not nearly all questions are answered within the same or a few days. The helpdesk is very knowledgable about their product and are always willing to help. The only downside is that for more difficult questions it can take a while due to the experts being further removed from the helpdesk. But they are always willing to answer questions, even if they are not directly related to a problem with the service.
Almost our entire organisation works with or within TOPdesk. It's great that everything is centralized in one location. Besides that, there are a lot of possibilitys to connect to TOPdesk with the use of API's and extensions.

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?

I wasn't involved with the selection/purchase process

Did implementation of TOPdesk go as expected?

I wasn't involved with the implementation phase

Would you buy TOPdesk again?

Yes

TOPdesk is well suited for service word, it helps streamline the process of asking questions. There is no endless replying in your emails. On the backside it is very usefull to make standard solutions. No more everyone gives a different answer, no more having your question dissapear into a mailbox.

TOPdesk Feature Ratings

Incident and problem management
6.4
Organize and prioritize service tickets
8
Expert directory
5
Service restoration
6
Self-service tools
8
Subscription-based notifications
5
ITSM collaboration and documentation
7
ITSM reports and dashboards
6
ITSM asset management
7.7
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
7
Change management
7.3
Change requests repository
9
Change calendar
7
Service-level management
6

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