TOPdesk

Score8.7 out of 10

428 Reviews and Ratings

What is TOPdesk?

TOPdesk is the flagship highly-modular cloud-based or installed ITSM service desk and asset management solution from the Dutch company of the same name, for enterprise companies.

Categories & Use Cases

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Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 9
Configuration mangement
Database for tracking and reporting all business assets
Category average: 8.6
Self-service tools
Repository of information documenting common issues and known resolutions which can be accessed directly by users
Category average: 8.3

Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.9
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.5
Change requests repository
Single repository of all planned changes and releases
Category average: 8.4

Marcel Vrolijk View profile

Product Owner in Product Management at ILT (1001-5000 employees employees)

Use Cases and Deployment Scope

We use TOPdesk for Incident, problem and change management for IT, Facility Management and Human Resource Management. Our scope is to become the One Stop Shop for every colleague of our organisation.

Pros

Assetmanagement
Automation
Incidentmanagement

Cons

Design options Self Service Portal
Form Functionality
Filter options in lists

Return on Investment

More efficiency in the workload for our administrators
More insight in the status of requests
Real time up to date information of the status of items.

Alternatives Considered

Atlassian Jira and Zendesk Suite

Other Software Used

Atlassian Jira, Atlassian Confluence, BiZZdesign HoriZZon (Enterprise Studio)

Daniel Baranyai

coordinating staff member in Customer Service at intergamma b.v. (10,001+ employees employees)

Use Cases and Deployment Scope

Incident/ ticket management

Pros

Service portal designer
incident registration
knowlodge base

Cons

The side of the practitioner can be better organized. On the page itself, more explanations can be provided to simplify its use, for example by using information icons.
The side of the practitioner can be better organized. The filled fields are not immediately fully perceivable. There may be information that is useful for forwarding a report. Think of the practitioner field. It is helpful that when you hover over it with your mouse, the complete information appears.
Reports are growing wildly, making it confusing due to the large number of users. There is too much information. Logical reporting, such as making SLAs transparent, should be created more easily.

Return on Investment

The rollout of self-service to the store and the continuous growth of its importance within the organization.

Richard Smeets

Functioneel beheerder in Information Technology at SintLucas (201-500 employees employees)

Use Cases and Deployment Scope

We use TOPdesk to automate our IT proces flows (incident management, change management, problem management and asset management)

Pros

automation of proces flows
automation of mailflows
self service portal so users can find their sollutions

Cons

better use of images and videos in knowledge items

Return on Investment

Better self service
More efficiency in IT proces flows
Better communication for clients

Alternatives Considered

Insocial - Feedback Solutions

Other Software Used

Microsoft 365

Martin van der Tier View profile

Product Owner in Information Technology at FMO (501-1000 employees employees)

Use Cases and Deployment Scope

TOPdesk at [...] is our core tool regarding ITIL tooling.

We use TOPdesk as golden source regarding CMDB and all processes that need to document changes and incidents on items within the CMDB.

We can hand over TOPdesk to our auditors to prove we are in control.

Pros

Incident management
Asset Management
Change Management
SelfService Portal

Cons

Permissions within TOPdesk
Exotic processed require API coding

Return on Investment

Very end-user friendly
Out of the box ready to use
Customizable interfaces

Other Software Used

Microsoft 365

Marc Van Aken View profile

Application Manager in Information Technology at HVC (1001-5000 employees employees)

Use Cases and Deployment Scope

Asset mangement IT, ITIL processes Human Resource processes, Faiclity Management processes.

Business 'problems': one portal for all your facilitation questions and wishes. Better Asset Management

Pros

Call registration
Automation of onboarding processes
Managing (IT) Assets
ITIL

Cons

Better USer management/ user rights within the TOPdesk Operator environment
More options for look and feel for the self service portal
Release management: export your functional changes form the TOPdesk test environment tot the TOPdesk Production environment

Return on Investment

more self service for our organisation
more calls trough self service portal, less phone calls to the IT service desk

Alternatives Considered

ServiceNow Customer Service Management

Other Software Used

Microsoft 365 Business Premium, Microsoft Dynamics 365, DocuSign

TOPdesk

What is TOPdesk?

Categories & Use Cases

Media

Key Features

Top Performing Features

Organize and prioritize service tickets

Configuration mangement

Self-service tools

Areas for Improvement

Expert directory

Subscription-based notifications

Change requests repository

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

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