Insights from TOPdesk Reviewers
Based on 27 verified reviews published in the last 18 months
What positive or negative impact (i.e. Return on Investment or ROI) has TOPdesk had on your overall business objectives?
27 answeredThis report synthesizes 27 recent reviews to assess TOPdesk's impact on overall business objectives. Reviewers most frequently cite improvements in efficiency and time savings (44%, 12 of 27 reviews). These gains are closely linked to the self-service portal (33%, 9 of 27), which streamlines incident and request submissions. The automation of processes, such as onboarding and change management, contributes significantly to these efficiency gains. Improved information and insights (30%, 8 of 27) also play a role, with TOPdesk providing real-time status updates and facilitating better management oversight. Furthermore, reviewers appreciate TOPdesk's capabilities in asset and change management (26%, 7 of 27), noting its structured approach and support for scalability. Finally, some reviewers mention improvements to customer satisfaction and service level agreements (19%, 5 of 27), highlighting better communication and monitoring capabilities.
Increased efficiency/time savings
12 mentionsA significant portion of reviewers highlight increased efficiency and time savings as a key benefit of TOPdesk. This is…
A significant portion of reviewers highlight increased efficiency and time savings as a key benefit of TOPdesk. This is attributed to factors like streamlined workflows, automated incident assignment, and a reduction in workload through automation features. Several reviewers specifically quantify these savings, with one mentioning a 30% reduction in FTE and another noting up to 20 hours saved per week through process automation.
Self-service portal benefits
9 mentionsA substantial number of reviewers praise the self-service portal for its positive impact. They report that it promotes…
A substantial number of reviewers praise the self-service portal for its positive impact. They report that it promotes user self-reliance, reduces phone calls to the IT service desk, and standardizes the submission of incidents and requests. This functionality is seen as a key driver of efficiency gains within the organization.
Improved information/insights
8 mentionsMany reviewers appreciate the improved information and insights that TOPdesk provides. They note that the platform offe…
Many reviewers appreciate the improved information and insights that TOPdesk provides. They note that the platform offers real-time status updates, a complete overview of tickets, and tools for monitoring service performance. This enhanced visibility enables faster processing of incidents and requests and facilitates better decision-making.
Asset/change management
7 mentionsA significant portion of reviewers value TOPdesk's asset and change management capabilities. They emphasize the platfor…
A significant portion of reviewers value TOPdesk's asset and change management capabilities. They emphasize the platform's structured approach to change management, its ability to create overviews for lifecycle management, and its support for scalability and standardization across departments. These features contribute to improved efficiency and better control over IT assets.
Customer satisfaction/SLA
5 mentionsAlmost one-fifth of reviewers indicate that TOPdesk has positively impacted customer satisfaction and service level agr…
Almost one-fifth of reviewers indicate that TOPdesk has positively impacted customer satisfaction and service level agreements (SLAs). They cite better communication with clients, improved insights into the status of incidents and requests, and the ability to track and monitor SLA performance. These improvements contribute to increased customer satisfaction and better service delivery.
Describe how you use TOPdesk in your organization. What are the business problems the product addresses and what is the scope of your use case?
27 answeredThis analysis synthesizes 27 recent reviews to understand how organizations use TOPdesk and the business problems it addresses. A strong pattern emerges around the use of TOPdesk for IT service management, particularly incident management, change management, and asset management. Incident management is the most frequently mentioned use case, with 74% (20 of 27) of reviewers citing it. Change management is also a prominent application, mentioned by 67% (18 of 27) of reviewers. Asset management is noted by 56% (15 of 27) of reviewers. Many reviewers (22% or 6 of 27) specifically highlight the product's role in supporting ITIL processes. Facility management is also noted as a use case by 19% (5 of 27) of reviewers. Streamlining processes is mentioned by 11% (3 of 27) of reviewers, indicating a perceived benefit in organizational efficiency. HR management was mentioned by 11% (3 of 27) of reviewers.
Incident Management
20 mentionsA substantial majority of reviewers, 74% (20 of 27), report using TOPdesk for incident management. This includes managi…
A substantial majority of reviewers, 74% (20 of 27), report using TOPdesk for incident management. This includes managing IT tickets, automating IT process flows, and providing support services, especially within managed service provider (MSP) contexts. Reviewers also appreciate TOPdesk's ability to streamline incident tracking and resolution.
Change Management
18 mentionsChange management is a frequently cited application of TOPdesk, mentioned by 67% (18 of 27) of reviewers. Reviewers use…
Change management is a frequently cited application of TOPdesk, mentioned by 67% (18 of 27) of reviewers. Reviewers use TOPdesk to manage and streamline changes, often in conjunction with incident and asset management. The tool helps in automating IT process flows and managing changes for both internal organizations and external customers.
Asset Management
15 mentionsOver half the reviewers, 56% (15 of 27), use TOPdesk for asset management, often alongside incident and change manageme…
Over half the reviewers, 56% (15 of 27), use TOPdesk for asset management, often alongside incident and change management. Reviewers leverage TOPdesk to manage IT assets and maintain a CMDB (Configuration Management Database). The system is used to keep track of both customer and internal assets.
ITIL processes
6 mentionsA notable portion of reviewers, 22% (6 of 27), indicate that TOPdesk is used to support ITIL processes. These reviewers…
A notable portion of reviewers, 22% (6 of 27), indicate that TOPdesk is used to support ITIL processes. These reviewers see TOPdesk as a core ITIL tooling solution. It is used both for internal ITIL processes and for managing customer-related services.
Facility Management
5 mentionsAlmost one-fifth of reviewers, 19% (5 of 27), mention using TOPdesk for facility management. In these cases, the system…
Almost one-fifth of reviewers, 19% (5 of 27), mention using TOPdesk for facility management. In these cases, the system is often used in conjunction with IT, HR, and asset management. The primary use is for managing incidents related to facility management.
Please provide some detailed examples of areas where TOPdesk has room for improvement.
27 answeredBased on an analysis of 27 recent reviews, users indicate areas for potential improvement in TOPdesk, particularly concerning the self-service portal and automation capabilities. A substantial 22% (6 of 27) of reviewers cited limitations in the self-service portal, especially regarding design options and the ability to make decisions based on selections within forms. API and automation also emerged as a significant area for enhancement, with 19% (5 of 27) of reviewers noting difficulties in implementation, inconsistencies across modules, and limitations in available API fields. Reporting and search functionalities were mentioned by another 19% (5 of 27) of reviewers, who expressed a need for more user-friendly selection processes and more effective search results. Furthermore, 15% (4 of 27) of reviewers highlighted the user interface and overall user experience as areas needing updates, particularly concerning user management and customization options. Finally, the knowledge base was mentioned by 11% (3 of 27) of reviewers as an area that could benefit from better integration of images and videos, along with improved rights specifications for practitioners. These areas collectively suggest opportunities for TOPdesk to enhance its usability and functionality based on user feedback.
Self Service Portal
6 mentionsA significant portion of reviewers, 22% (6 of 27), expressed dissatisfaction with the self-service portal's design opti…
A significant portion of reviewers, 22% (6 of 27), expressed dissatisfaction with the self-service portal's design options and overall look and feel. Reviewers also noted the limited functionality within forms, specifically the inability to make decisions based on selections. These limitations suggest a need for modernization and enhanced customization within the self-service portal.
API and Automation
5 mentionsAPI and automation capabilities were criticized by 19% (5 of 27) of reviewers, who cited difficulties in implementation…
API and automation capabilities were criticized by 19% (5 of 27) of reviewers, who cited difficulties in implementation and a lack of intuitiveness. The inconsistencies in endpoints between modules and the limited availability of editable fields in some API areas were also pain points. These issues suggest a need for a more robust and unified API to facilitate automation.
Reporting and Search
5 mentionsReporting and search functionalities were called out as areas for improvement by 19% (5 of 27) of reviewers. Dissatisfa…
Reporting and search functionalities were called out as areas for improvement by 19% (5 of 27) of reviewers. Dissatisfaction was expressed regarding the limited reporting options in asset management, the unintuitive nature of search results, and the need for more user-friendly selection processes. These issues point to a need for more versatile and efficient tools for data retrieval and analysis.
User Experience/Interface
4 mentionsAbout 15% (4 of 27) of reviewers felt that the user experience and interface could be improved, particularly in terms o…
About 15% (4 of 27) of reviewers felt that the user experience and interface could be improved, particularly in terms of user management, customization, and quick access features. Some considered the operator portal's UI/UX to be somewhat outdated. These comments suggest a demand for a more modern, user-friendly, and customizable interface.
Knowledge Base
3 mentionsApproximately 11% (3 of 27) of reviewers indicated that the knowledge base could be enhanced with better integration of…
Approximately 11% (3 of 27) of reviewers indicated that the knowledge base could be enhanced with better integration of images and videos. Reviewers also mentioned the need for more specific rights for practitioners. These suggestions indicate opportunities to make the knowledge base more engaging and accessible.