Service Management made easy
April 28, 2025

Service Management made easy

Dennis van Gils | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

We use TOPdesk for the incident management, change management and cmdb (asset management) for out internal organization and customers who use the services of our infra/cloud business unit. The customers who use development services use a different service management system.

Pros

  • The UI/UX design
  • Reliability
  • Blogposts and knowledge items in My TOPdesk

Cons

  • Releasing more frequent (small) improvements
  • Sharing more automation examples
  • The servicedesk has a complete overview of the tickets that require action
  • The change management proces is well structured in TOPdesk
The UI and UX is well designed. Zendesk has great integration with Sales, Chat and Phone services.
The response time was great and you got a good level of support.
Our organization is part of an international Group where they use Microsoft Dynamics for their customer support. There is a change that we are forced to migrate to that software solution.

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

The software is reliable and easy to use. A lot is customizable with automated actions but the Self Service Portal is not. You can only change the color of items in the Self Service Portal and change the logo. Also the form style in the Self Service Portal looks like it has been designed years ago and is never updated since.

TOPdesk Feature Ratings

Incident and problem management
6.8
Organize and prioritize service tickets
8
Expert directory
7
Service restoration
6
Self-service tools
7
ITSM collaboration and documentation
8
ITSM reports and dashboards
5
ITSM asset management
7.0
Configuration mangement
8
Asset management dashboard
6
Policy and contract enforcement
7
Change management
7.0
Change requests repository
8
Change calendar
5
Service-level management
8

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