We use TOPdesk to support our colleagues. We can record all resources and link them to the appropriate call
Pros
SSP
Call Management
Changemanegement
Manage assets
Cons
Forms functionality is not complete
Builtin AI functionality
Searching in asset management is limited
Likelihood to Recommend
Handling calls is easy and quite comprehensive. The change management module is valuable and supports well in ongoing business processes. However, you do need action sequences to make it a well-running process.
VU
Verified User
Project Manager in Information Technology (Civil Engineering company, 1001-5000 employees)
Our IT department uses TOPdesk to provide remote access to our computers to troubleshoot local and server-based issues quickly and efficiently. Users can easily raise tickets and liaise directly with IT support to resolve issues. The process is streamlined for efficiency.
Pros
Raising support ticket.
Remote access.
Remote update.
Cons
Larger text.
Likelihood to Recommend
The system is good for requesting updates and installing apps that have been approved by the IT department. This includes local machine Windows updates such as security and operating system updates to keep company data protected from nefarious action. However, it shouldn’t be used for personal issues where being unfamiliar with a program is causing the issue.
VU
Verified User
Technician in Customer Service (Construction company, 1001-5000 employees)
TOPdesk Service Management offers a user-friendly interface, making it easy for employees to submit and track their requests efficiently. The platform's customization options allow organizations to tailor the system to their specific needs, enhancing overall workflow and increasing productivity. TOPdesk's robust reporting capabilities enable teams to analyze performance metrics and make informed decisions to improve service delivery.
Pros
user friendliness
Support of ITIL processes
Customizable
Self Service Portal
Cons
Reports combining incidents and changes
Enabling formatting text fields on forms
Enable multilingual e-mail templates
Likelihood to Recommend
Pro: Via the self service portal a user can apply for certain services in the organisation and the input form can be configured in a way that all important and relevant information is received, including documents, screenshots and other attachments. So instead of e-mail back and forth between the service desk and the end-user a successfull application is faster and more effective.
We use TOPdesk to record all our incidents in the IT department. We also record who, what has hardware, and what problems there are with this.
Pros
Clear
Fast input
Mail import possible
Cons
Reporting options
Likelihood to Recommend
TOPdesk
has been a good choice for us to monitor our incidents. Too much knowledge was
in the heads of individuals and therefore difficult to access. By sharing our
knowledge via TOPdesk, we have a better overview of the ongoing problems on IT
matters, but we also share knowledge. The number of
incidents can also be measured and it is no longer just a feeling. Our hardware and faults on it are now also transparent and
measurable. For us, TOPdesk is great
We are still in the middle of implementing everything we want to in TOPdesk, but we use it for IT ticket tracking, asset tracking (computers, printers, etc), and as a time tracking tool for our IT staff. We needed a way for each of our multiple office locations and remote employees to be able to submit tickets and for the IT team to keep track of them. Also, the branch managers wanted to be able to see reports of what was happening in their branches.
Pros
Ticket creation and tracking
Very versatile in its setup
Love how tickets can be related to a Kanban board.
Cons
Difficult to setup because it is so versatile
Better custom mapping abilities for tickets to Kanban board categories
More Kanban custom categories
Difficult for users to reset their own passwords
Likelihood to Recommend
TOPdesk is awesome if you need a ticket system for tracking any IT or computer needs. Software requests, bugs, hardware malfunctions, etc. You can create a knowledge base that adapts to the user's input in real-time. That is super cool. It is a bit cumbersome to track computers, OS versions, and assets in general. That said, asset tracking is just a pain period.
VU
Verified User
Director in Information Technology (Civil Engineering company, 51-200 employees)
At my organization we use TOPdesk as the service desk tool for all IT calls. We also use TOPdesk as our CMDB. TOPdesk is used only by the IT-department. Although we have looked into implementing TOPdesk for usage in another Department (our info desk) they decided to use another tool.
For the IT department TOPdesk fulfills it's role as a service desk tool and CMDB. We have all the businesses we support listed and their hardware in the CMDB. And hardware and user are linked.
Pros
TOPdesk is very good in automating emails.
All user questions can be routed through TOPDesk.
Powerfull CMDB.
Cons
Ease of editing the CMDB.
Mailing updates to customers with a one click button (though that might be a local (lack of) configuration).
Timer for working on tickets.
Likelihood to Recommend
We use TOPdesk for Incident Management. And it is well suited for this task. Though it is important that the whole team uses the tool in the same way, to keep all incidents in the tooling. But the ability in TOPdesk to pick up mail makes it easy if a co-worker mails outside of the tool. Add the ticket number to the mail and drag it into the mail folder used to sync and the answer is added to the right ticket.
VU
Verified User
Administrator in Information Technology (Construction company, 11-50 employees)
TOPdesk is used to collect issues from our employees and support clients with questions. The database is used to see where the most questions came from and will be used to aim for upgrading and improving our business line. It also benefits the use of 1 entry (E-mail address or SSD) for all questions. The internal handling is not a problem [for] our clients.
Pros
Keep track of all the items, solved or unsolved. It is a database where you can track and trace all the issues.
With this information, you can find the best and worst of the supported products.
The TOPdesk application makes it much easier as the previous mail solution for support. An incoming issue can be sent to help desk member. If it can't be solved by his knowledge it is easy to transfer it to a second line help desk and even go to our development team.
TOPdesk is used within the whole organization. Supporting both IT and facilities team. The software is used to receive incidents, changes and problems. All communication over these issues are communicated through the TOPdesk platform. We also use TOPdesk for managing objects, like PCs, laptops and (mobile) phones.
Pros
Easy configuration for your own process
Continously improving with new and more advanced features
Cross platform integration, objects for example can be reached by several modules
Cons
Managing objects per person could use an update
It's not that easy to get reminded (without email) when there are incidents, changes and problems issued to a user. You need to check more than one module for a complete overview
It would be nice to have an option to use a user agreement when delivering a laptop for instance to an employee, which he/she need to sign
Likelihood to Recommend
TOPdesk is well suited for small to medium-sized companies. With bigger IT departments it's recommended to use more specialised systems.
VU
Verified User
Manager in Information Technology (Building Materials company, 51-200 employees)
TOPdesk is being used by our whole organization worldwide. At first, we only used it for "IT calls" and CMDB. After a few years, we also started to use the change management module. And in the last years more and more departments adopted it. The financial department was the first one to use it for standardized requests and reporting. Then the drawing department started using it, also for standardized requests which must follow a certain flow. Production is using it for various tasks (maintenance, inventories, calibrations etc.).
Pros
User-friendly.
The possibility to create our own forms.
Good performance.
Excellent service desk.
Cons
The email module could use an option when you don't reply to the original request.
Likelihood to Recommend
Due to the flexibility, TOPdesk will fit most companies.
We use TOPdesk in our IT department to handle all IT calls and administrate our hardware in the TOPdesk CMDB. TOPdesk is our daily work dashboard which gives us the ability to easily manage and coördinate our IT activities.
Pros
TOPdesk is user-friendly and easy to start working with.
The product gets better and better and is continuously improved. TOPdesk also has many integrations with third party applications by default.
The vendor informs their customers very well about new developments, etc. Their support is well organized and has a good quality.
Cons
It's very important that an application like TOPdesk supports you to a administrate all your data in a fast way. This is especially true for incident handling. TOPdesk is able to automate tasks you are frequently using, but out-of-the-box the system lacks default automation. You should automate your tasks in TOPdesk yourself. It would be better when the system assists you in an optimal way by default.
TOPdesk uses search lists in several places in the interface. Think for example of brand, type, category, etc. Currently you must maintain these lists separately in the application and cannot add new items to search lists on the fly (while adding a new object record like a call or equipment).
You can only save plain text in text fields. It would be better if you are able to save your content in HTML or RTF format. Then you can also save images in text fields. That's much easier then, for example, linking saved screenshots to calls.
Likelihood to Recommend
TOPdesk is well suited for incident handling, but also has strong capabilities for change management. The product supports you very well when you want to work according to the ITIL standard.
