Great system for your incident- problem- changemanagement and more
April 25, 2025

Great system for your incident- problem- changemanagement and more

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

Overall Satisfaction with TOPdesk

We mostly use Topdesk for our incident management, change management and asset management. It is used for IT related cases, care-technology and facilities and maintenance cases. Topdesk is used internally.

Pros

  • I think TOPdesk does Asset management particularly well, letting the engineers fully customize the forms and operators manage and search up items easily and quickly.
  • The automation side of TOPdesk is quite powerful, while it has easy setup and template scripts are available, there's a lot of custom expandability in it.
  • TOPdesk makes implementing and using ITIL concepts easy and effective, with good seperation of different modules and customability within these modules.

Cons

  • The API endpoints of Topdesk are good, but in some areas they still lack some fields that are editable.
  • The UI & UX of the operator portal is somewhat outdated, missing the customability and quick assess features that some operators wish to have.
  • TOPdesk has an overall positive impact on our organization to let people easily register issues. Our organization has used it for over 15 years now and we're still happy with how much it assists our organization.
  • The aspect of automation has had a significant impact in reducing the workload of our incident and change management processes, allowing us to save over 30% of our FTE.
I think the support that TOPdesk offers is relatively good. Their knowledge bases and documentation is thorough, and they answer any questions you might have within a good timeframe. Additionally, they offer good courses for engineers and operators and have a high quality of consultancy they can offer.
I would not be able to think of our organization working without our current TOPdesk environment. It's just too critical and too effective in letting us function efficiently.

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

I think TOPdesk is well suited for organizations that need a good system for registering incidents, problems and changes. Especially if they need a certain level of adaptability and reliability due to working in a field where registration is important and different parties or departments need to be able to work together on cases.

Additionally, if the organization wants to implement levels of automation, wether its regarding issues, asset management, knowledge bases or communication lines, TOPdesk offers a lot in that regard.

TOPdesk Feature Ratings

Incident and problem management
8.7
Organize and prioritize service tickets
10
Expert directory
8
Service restoration
8
Self-service tools
9
Subscription-based notifications
10
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
ITSM asset management
9.3
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
8
Change management
8.7
Change requests repository
9
Change calendar
8
Service-level management
9

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