Review
April 28, 2025

Review

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

Overall Satisfaction with TOPdesk

We use TOPdesk in two different environments. We have one environment for our internal organization and clusters (Lely TOPdesk), and another environment for our clusters, centers, and farmers (LSS TOPdesk). We use TOPdesk primarily as our IT service management tool to streamline incident and request handling within the organization. It helps us centralize support tickets, track progress, and ensure timely resolution. One of the key business problems it addresses is the lack of visibility and structure in our support processes. By using TOPdesk, we’ve been able to improve communication between departments, increase efficiency, and provide better service to our end users. Our use case covers IT support.

Pros

  • Centralized ticket management
  • Automation
  • Self Service Portal

Cons

  • Reporting and analytics limitations
  • Workflow automation flexibility
  • Mobile functionality
  • Supported scalability and standardization across departments, making it easier to manage growth.
  • Enhanced visibility and reporting, allowing for data-driven decisions and continuous service improvement.
  • Enabled process automation (e.g. onboarding, change management), saving up to 20 hours per week.
I give it an 8 because I am generally satisfied with TOPdesk. The interface is user-friendly, and it helps streamline our IT service management effectively. However, there are a few areas where it could improve, such as enhancing the reporting features. Overall, I think it's a reliable tool, but there are still some aspects that could make it even better.

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 structured service management environments such as handling internal IT incidents, facility requests, and HR-related service requests. TOPdesk is also useful when multiple service departments (IT, Facilities, HR) need to collaborate in a shared platform while keeping their processes separate.

TOPdesk can be less appropriate when multiple service departments (IT, Facilities, HR) need to collaborate in a shared platform while keeping their processes separate.

TOPdesk Feature Ratings

Incident and problem management
6.7
Organize and prioritize service tickets
7
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
7
Asset management dashboard
7
Change management
7.5
Change requests repository
8
Change calendar
7

Comments

  • Victor van der Vring | TrustRadius Reviewer
    Victor van der Vring
    (Vendor Representative) commented 3 months ago
    Thank you for sharing your review. Great to read about the ROI. We wil keep working on improving the product so hopefully you will experience this in some of the improvement areas you mentioned over time. Best regards Team TOPdesk

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