At the moment I am using topdesk as an operator, i am inplanting the facility, safety and quality pages of Vos Logistics Distri . I am using it every day and many little problems are helped by TD. It provides an huge amount of information and helps our company members filling in forms, placing orders ect.
Pros
Providing information
Giving the possibility of making forms
Providing a sharp looking software portal
Cons
The looks of knowledge base in real time, a bit old fashion style
The options of writing in a “tegel” there should be more space
Likelihood to Recommend
It’s just an easy and handy portal for members of the company which provides (if operated well) all the relative information. If you learn how to operate the program properly it has an unlimited amount of options to create a personal portal
It's used as our main IT Service Management tool. It helps us to log incidents and changes and establish the CMDB. Changes are mainly on the level of the IT-department, but also to support HR-processes like employee-in & -out for the part of processing the access-rights and enable/disable (mail-)accounts. It does not really support our business-process, it is merely there for facilitating those who do. It helps us as an IT-department to use preset flows with automatic updates to the users.
Pros
For the (client)user: easy to use Self Service portal
If a flow is set-up, it works like a charm
Possibility to build your own dashboards
Cons
It takes quite some time to master TOPdesk enough. You need some dedicated people then to do this (we have version 5.7).
Some functionality that I would perceive as basic these days, is not standard. The extra modules you'll have to buy then are then full of stuff you don't need...
The new SaaS-version is quite costly.
Interfacing with some other applications (for instance HR) comes with some hassle and consultancy. Feels like you have to tailor too much. Should we not be the only company with some interfaces?
Likelihood to Recommend
For general ITSM it's ok for sure. But be aware that if your organization is small, it takes some effort to tailor it to your needs. It's not LEGO, it's more Playmobil.
Creating the reports we want is a hell of a job. It is also not easy to create reports to a pdf for printing. all the good pre-defined report are clicking reports. The import module works fine when importing all your hardware for example. The connection with AD is also very good
Topdesk is implemented as our new IT-service desk management and IT-self-service platform. Currently, we use the core-functionality: Ticketing, Change-management, Workflows, Asset-management, and self-service. In the near future, we would like to implement Topdesk to handle facility management and customer service management. A project to allow FM and CS to benefit from TopDesk will be launched later this year.
Pros
Keeping track of issues and changes
Searchable Knowledge-base
Trend Analysis and Team Performance
Workflows
Cons
Direct copy and paste of images from the clipboard into the action fields. Topdesk currently only supports image uploads, which is really annoying when writing documentation and registering issues.
Reporting should receive a graphics overhaul. Current reports are graphically very unattractive.
A separate module for IT documentation like done on the competing platform IT-glue with a super secure option to store sensitive information would be a great addition.
Team-management with visual OKR support (teamwork distribution) as done on the competing platform Weekdone would be great!
Likelihood to Recommend
TopDesk is a fantastic Ticketing and self-service platform, but not really useful for the IT department's own documentation needs. It would be great if we could also perform team-management and team task-tracking from the platform.
We use TOPdesk at the reception [desk]. We are using it to register visitors and keep a detailed employee list in order to give out lockers. We are currently in the process of starting to use the self-service portal for tickets and visitors.
Pros
Very good customer service
In general a nice product to use, too bad we do not use it to full extent
Cons
Honestly, I don't have any examples. if I have to say one thing it is that I have to search often for features in the admin part. Maybe because I don't use it often enough maybe because its a little confusing?
Likelihood to Recommend
I think it it is suited for a reception [desk] but the rest of the organization should be using it as well then. Since our IT department does not support it it is a little hard to get the whole organization on board.
