TOPdesk Reviews

From early engagement to beyond our successful full implementation, a thoroughly positive experience

Comments: It has overall been a really exceptional and rewarding engagement of a software supplier and implementation of their tool.

Pros:

Easy to use UX, end-user focused and people-centric, fabulously engaging and innovative implementation consultants, modular building blocks, value for money offering, usable as a cross-organisation service desk, builds upon and improves existing rigour, attracts and converts even the digital wary, brilliant ongoing support and account management ... with us for the journey.

Cons:

Although TOPdesk already offers many APIs and integrations, there are some of our more obscure legacy software that required new integration developing, however this is not really truly a representation of TOPdesks very comprehensive offering

TOPdesk: An Extensive ITSM Tool

Pros:

Configurability Customizability Support of TOPdesk

Cons:

No option to give users/clients a way to create their own account to access the SSP

Alternatives Considered: JIRA Service Management

Reasons for Choosing TOPdesk: To standardise optimise and automate, while ensuring scalability and ISMS/ISO27001 conformity regarding Change Management and reporting on that

Switched From: Zendesk Suite

Reasons for Switching to TOPdesk: Most integration and workflow options compared to the others. Overall best price value

Not so good experience with the product

Comments: Very bad experience from day one when it had to be integrated and subsequent bad experience with the support. Have given up contacting them.

Pros:

That we should not have a server standing with ourselves

Cons:

Don't feel there is any support whatsoever for the product. You have to constantly update your browser or close and open your browser as it times out all the time. It is difficult to set up the system the way you would like it to. Not easy to find your way around the system.

Service Management built from the ground up requires a solid software base - This is it !

Pros:

The software is easy to use and is modular, which means that you can build your Service Management processes, as and when you require them, especially when you are building new ways of working into your business. If you simply want Incident and Problem Management without Asset Management / Configuration Management / Change Management etc etc, then you can simply use and pay for what you need and then build your software solution, as your Service Management processes mature. The software also gives the user community the opportunity to log requests & incidents via a self service portal which is useful if you want to capture all requests without providing constant 24 hour support. There is also a Knowledge Base which can help the user community to self help on common issues / queries. The software has evolved from a business who live and breathe service and understand customer requirements. The software is supported by consultants who not only understand their own business but take a great deal of time to understand your business - to the point were they feel part of your business. New features are available in stand alone mode when they are being Beta tested (TOPdesk Labs ) before they are released to their customers - They do not simply merge new features into their mainstream products. TOPdesk is a quality solution, supported by quality people and at a very affordable price.

Cons:

There are no real negatives with regards to the software. Sometimes creating the reports can be confusing but help is always at hand and once you have written a couple of bespoke queries, it becomes very easy with raw data exports available to create your own charts and report packs.

Easy to manage

Comments: So easy to use and maintain. Also if you contact the TOPdesk service desk there is a very quick response.

Pros:

It is easy to make your own environement.

Cons:

Nothing really! We are very happy with the use of the modules we use.

Worth a try and certainly a look

Pros:

Easy to use and implement. Easy to get support

Cons:

At the moment I really could not say that

My opinion about topdesk

Pros:

How fine and easy topdesk works IT related

Cons:

I don't know for now it works perfect for me

Good application

Pros:

The ssp is the perfect tool for the end user

Cons:

Dont have cons at this moment writing this review

Keep up the good work, and keep improving

Comments: Overall I have great experiences with Topdesk, like I said the software has a lot of possibilities and the people are kind and very helpfull.

Pros:

The allround possibilities than other ticketsystemproviders.

Cons:

Knowledgebase system is decent but can use a lot of improvements. For example paste images into a item.

Having used many CAFM system's this is certainly the best software and comes with excellent support

Comments: na

Pros:

Easy and intuitive to use, easy to model for your needs, with many modules available. Can be used across the business Function: IT, HR, Admin, Soft FM, Hard FM and with excellent asset management, room bookings and reception services. The Help Line staff go out of their way to support. Mobilisations or start up Help Desks are also supported with excellent consultants that lead a team through the setup up and training. The Workaid module allows two way communication directly with suppliers and sub contractors whether they have TopDesk or not. Regular seminars/conferences held to address innovation and to allow networking across different business sectors to allow best practice to promulgate.

IT Services and Technical Support technician/Team leader

Comments: Its great for logging incidents and requests. The Self service portal is easy to use for customers, and can be used in any organizational process.
We have been using this product since 2008 and it has improved with each version. We hope to eventually move to the SAAS version.
The New Asset Management module has been a great innovation and is very simple to set up and configure.
Overall this product is easy to use and will support all processes that an organization may use.
This product is constantly under development and it's great that they actively encourage their customers to help in its development.
Customer support is second to none, and they are always polite and professional.

Pros:

It's ease of use, not just for the customers, but for operators too. Its easy to customize for your organization. Constantly under development and they listen to the requests of their users. The New Asset Management Module is easy to use and customize. This has been a great innovation and development. Great customer support, which is really important.

Cons:

Its modular based and this can bump up the initial price if you require other modules. The Actions and Events module needs a steep learning curve to learn and use properly, and can at times be very frustrating when triggers don't work properly. The Forms module has been a great free addition, but it needs more work on to be fully functional, templates could have been provided. Change Management module can be very daunting to use.

Review TOPdesk

Comments: I have been using TOPdesk for almost 2 years now. TOPdesk is very easy to use and the functionalities speak for themselves. Creating a ticket in TOPdesk is easy. In addition, you can design TOPdesk entirely according to your own taste. Changes are therefore made in no time. You also have the option to generate reports. This is very easy to check and improve your own services. I enjoy working with TOPdesk with great pleasure and ease.

Pros:

TOPdesk is very easy to use. The software is full of useful functionalities. In addition, it is possible to retrieve the correct data from TOPdesk. Furthermore, the TOPdesk developers are continuously working on improving the product. This is very nice. TOPdesk is suitable for both large and small companies.

Cons:

After the last update, TOPdesk has some preformance problems. However, the developer is busy fixing this and they are well on their way.

Basic work easy, reporting a little difficult

Pros:

The creation of tickets and the overal feel of topdesk isn't too difficult. Also the automatic importing of mails is a nice feature

Cons:

reporting is a bit difficult at times and you don't always know what categories to include

Alternatives Considered: OMNITRACKER

Training at Manchester office

Comments: Great, all the staff at TOPdesk were helpful and keen to ensure we achieved our goals.

Pros:

Attended the Manchester office for training to improve our knowledge of the system. Will was an excellent tutor who explained the system in simple terms at an acceptable pace. The software is extensive and simple to navigate where we were able to find solution to all the tasks such as standard forms for easy entry of issues and requests along with the production of reports.

Cons:

Nothing that I can think of.............

Perfect Solution for a Service Desk

Pros:

The simplicity of working with it and what you can with this. Easy in use.

Cons:

Working in background is not always easy.

TOPdesk reduces the response time of any customer question.

Comments: We improve the response time to customer questions. We improve the work flow. TOPdesk users have improved performance because the problems are better recorded. We can give a quick answer to any question.

Pros:

The self-service portal is very useful for users to make forms and manage accidents. With TOPdesk we create the forms for new workflows. We can know the problems of users and we can answer any questions from customers. It is very easy to use and has a very simple configuration.

Cons:

Currently we have no complaints about TOPdesk. It is perfect to be able to offer help to clients (quickly). It adapts to our needs. It is very efficient and simple to use for accident management.

Topdesk is overall good to work with

Comments: Its good my overall experience espacially the Change module and the variaty in topdesk

Pros:

I like the Change module in topdesk and the different things that u can do with it

Cons:

When different people work in the same card

Separation of different teams within TOPdesk works very well so that they can manage their own calls

Comments: TOPdesk works well for call/issue management and benefits from being based on the ITIL model. It can help if you have different teams/departments which need a service management tool but want to manage their calls separately.

Pros:

Self-service Portal is very good, particularly with the latest version. If you populate the knowledge base well, users can often find the help they need before needing to raise a call

Cons:

The tools for configuring events and actions need improving, especially the tool for events which, whilst very powerful, is cumbersome to use when configuring event criteria

Easy call management!

Comments: Helping users 'self-solve'.
Tracking incidents and requests.
Managing estates / assets.

Pros:

Simple and clear call management. Flexible and highly customisable asset management and SSP.

Cons:

Some settings are buried deep within the menu structures - can make it tricky to locate the one you need.

TOPdesk User Support

Comments: Very positive with great flexibility and incredible support.

Pros:

Flexibility within the tool, vast array of modules.

Cons:

Project management could do with expansion to support more agile approach

Quality

Comments: from 1st visit to build to launch everything was so professional. Everyone I spoke to was an excellent ambassador for the company.

Pros:

so easy to use.. have used servicenow/remedy etc and this has all of the functionality they have whilst being a lot more individually tailorable

Cons:

nothing yet, we have been very happy with all aspects of the software

Great ITILbased software

Pros:

Scalable professional software that is highly intuitive

Cons:

Nothing, it is one of the best software suites I know in this branche

An excellent FM package

Comments: Excellent, we've been incredibly well supported with many in-person days of training and trouble-shooting. The various modules have been introduced naturally and this has been an exceptionally valuable tool to record both day-to-day incidents as well as PPM tasks.

Pros:

One of the most exciting and innovative products that I reviewed and now regularly use across over 16 site and many staff. Software is simple to use on the surface but hides a raft of features that are easy to enable and powerful for reporting purposes.

Cons:

The lack of support for the 24 hours calendar.

Good versatile product

Comments: TOPdesk was to consolidate several systems we used across the group into one single source for all our IT Support needs. It has done this very well. The ability to have a self service portal and knowledge bases are great features we are building on a lot.
The imeplementation was very good, straightforward, simple and no post implementation issues.

Pros:

Great functionality, only pay for what you need. Straightforward, excellent implementation, up and running quickly and easily.

Cons:

Nothing so far, all has met or exceeded expectations

A lot of use

Comments: Works well at an efficient price point. I like the overall package I get with Topdesk, including their customer support group. They are great at working out any issue.

Pros:

I like the asset management feature a lot, but probably like the overall ability to service customer requests as easily as possible the most.

Cons:

Nothing to dislike at all. It works about as well as any software I've used before.