TOPdesk easy to use
April 28, 2025

TOPdesk easy to use

Victor den Heijer | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

We use TOPdesk in our organization for the management of IT tickets (incidents, changes and assets) and facility management (only incidents).

Pros

  • Logical interface
  • Webbased, so approachable from everywhere
  • Self Service Portal is easy to manage

Cons

  • Formatting of e-mails is lost when imported
  • Within forms in Self Service Portal, no possibility to make decisions based on selections
  • With the use of the Self Service Portal, incidents and requests are submitted in a standardized way which saves a lot of time on the intake
  • With asset management, it is easy to create an overview for LCM
  • Incidents and changes are assigned automatically to the right operator (group) which saves a lot of time during managing the ticket.
Since TOPdesk support uses the same TOPdesk Self Service Portal interface, it is easy to find knowledge items. When knowledge items are not available for a certain incident, then the response time for submitted tickets is very low and in case you have to call, you will get someone of TOPdesk support on the line almost immediately.
TOPdesk is working fine and with the available improvements, we can develop our TOPdesk even more.

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?

I wasn't involved with the implementation phase

Would you buy TOPdesk again?

Yes

TOPdesk is easy to use and has a user friendly and logical layout. This makes it easy to explain to users and operators. It is also very easy to create form in the Self Service Portal which makes it easier for end users to submit requests and incidents in a standardized way.

TOPdesk Feature Ratings

Incident and problem management
7.3
Organize and prioritize service tickets
8
Self-service tools
7
ITSM collaboration and documentation
7
ITSM reports and dashboards
7
ITSM asset management
8.0
Configuration mangement
8
Asset management dashboard
8
Change management
8.0
Change requests repository
8
Change calendar
8

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