My take on TOPdesk
April 28, 2025

My take on TOPdesk

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

Overall Satisfaction with TOPdesk

We use TOPdesk as our main ISTM tool, to streamline incident, request and change management for our clients and separately for our colleagues. TOPdesk allows us to deliver our services in a professional way, interact smoothly with our customers and it gives us valuable information to further optimize these services.

Pros

  • Incident management
  • Change management
  • Asset management
  • Client communication
  • Customer support

Cons

  • The look and feel of the customer portal is a bit dated
  • Implementation of automation an be complicated and not very intuitive
  • Integration with other (ITSM/CRM) tools is somewhat difficult
  • Faster processing of incidents and requests due to better information
  • More and better insights for our customers about the status of incidents and requests
TOPdesk has all the modules we need, without being overly complicated.
Fast, clear communication, high level of expertise, friendly
TOPdesk is a decent product, which does what we need it to so. Also, migrating to another product will take a lot of time, cost a lot of money and will probably not bring any additional services we currently need.

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?

Yes

Would you buy TOPdesk again?

Yes

TOPdesk does a very good job in supporting ITSM processes, such as incident and change management. This allows our business to focus on our core business and gives us valuable information to further optimize services, while is also increases customer satisfaction.

TOPdesk Feature Ratings

Incident and problem management
6.7
Organize and prioritize service tickets
8
Expert directory
7
Self-service tools
7
Subscription-based notifications
7
ITSM collaboration and documentation
6
ITSM reports and dashboards
5
ITSM asset management
7.7
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
7
Change management
7.0
Change requests repository
7
Change calendar
7
Service-level management
7

Comments

  • Victor van der Vring | TrustRadius Reviewer
    Victor van der Vring
    (Vendor Representative) commented 3 months ago
    Hi and thank you for sharing your review. Great to see the enthusiasm Best Regards Team TOPdesk

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