TOPdesk Reviews

I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a particular person or visiting their desk, I ask employees to raise a ticket for service management in HR. Additionally, I have created a knowledge library where local HR can store and share relevant and frequently asked cases, allowing quick responses and case escalation to other involved departments. IT, HR, and some other teams are primarily using the system.

Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within the library require many steps instead of simple actions like drag and drop. This applies to incident management as well.

I have been using Topdesk for two to three years.

Very rarely do I encounter stability issues. Overall, it is stable.

There is a lot of room for improvement regarding scalability. I would rate it as a five out of ten.

I normally do not work with support, as I am more of an end-user. We have a super admin who interacts with them.

Negative

The overall solution rating I would give Topdesk is a six. Whether I would recommend the product would depend on the complexity of the organization, so I would give it another six.

Public Cloud

Other

I work as an IT consultant for TOPdesk. All the tickets raised by users are transferred to TOPdesk. My team and I pick up the tickets and work on them, updating every stage of the tickets.

The most valuable feature of the solution is the ticketing feature.

The solution should be made more user-friendly.

I have been using TOPdesk for one year.

I rate the solution a nine out of ten for stability.

Around 200 to 300 users from my team and other application teams use the solution in our organization. Some of the users of TOPdesk are managers, consultants, and technical staff.

I rate the solution’s scalability an eight out of ten.

The solution's pricing is reasonable and not expensive.

The solution's automation capabilities are good, and I rate them an eight out of ten. TOPdesk is a good solution that helps us save time. Users can set up and use the solution. It's not tough to get started with TOPdesk. I would highly recommend the solution to other users because it's a very good and informative tool.

Overall, I rate the solution a nine out of ten.

On-premises

We use TOPdesk for ticketing, request management, and workflows onboarding and offboarding.

The solution's most valuable feature is change management. It helps set up complex workflows easily. 

The solution's reporting feature could be better. Also, it needs integration with Teams for users to chat with the help desk. In addition, it has technical limitations compared to other vendors in the market.

I have been using the solution for ten years.

Sometimes there are instances when certain services on the cloud are slow, but their team fixes it.

We have 500 users using this solution. It can store many items, but when you increase the number of operators, we need to pay for it. Also, adding new users is a time-consuming process.

The solution's customer support team's response is fast.

The solution's initial setup process is easy. From what I remember, around ten years ago, it was like a two or three-day workshop where we set everything up. Then, we had another two days to migrate it from on-premise to the cloud, so it was relatively easy.

The solution is inexpensive compared to competitors. We pay for new licenses to scale it beyond a specific limit.

The solution is suitable for small companies who want to start exploring the technology without spending too much money. Also, it is easy to use and has a simple setup process.

I rate it a seven out of ten.

I'm a self-employed enterprise architect and project manager, and I use TOPdesk as a service management tool for my work with client organizations. It's helpful for tracking changes, incidents, issues, etc. 

Change management is the most critical feature.

All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes.

I've used TOPdesk for various companies in the last 15 to 20 years. 

I rate TOPdesk seven out of 10 for stability. 

I rate TOPdesk six out of 10 for scalability. It depends on your use case. The scalability is low if you use it for asset management, but it has high scalability for IT use cases. There are about 160 users at the two companies I'm working with. 

I've used TOPdesk for nearly 20 years. I did everything manually before that. I tracked the configuration management on a spreadsheet.

I rate TOPdesk four out of 10 for ease of setup. The standard setup is straightforward, but it's hard to customize it for your company. You need some expertise to make changes to it. 

I rate TOPdesk seven out of 10. Make sure your processes work before you buy it. 

We are using TOPdesk most of the time for ticketing, but also for assets management and for our building department projects and changes.

There is a cloud and on-premises version available.

The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult. 

One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information.

If you look at the competitors in the market they all have more artificial intelligence features. You are able to go to your help desk site, see a few questions and after that, you answer the questions for the ticket and the problem is solved. The TOPdesk version does not have this type of feature.

Our on-premises system is outdated, and the cloud versions do not have certain advantages that the competitors possess currently.

I have been using TOPdesk for approximately 11 years.

The solution is stable. We have not had any problems for over one year.

We have approximately 100 people using the solution in my company.

I have no issues with scalability. If I need it, I can easily get scaling from the software, and with the support desk, engineer, or project manager from TOPdesk.

I rate the scalability of TOPdesk a seven out of ten.

I have used the support services a few times and found them to be very helpful. Therefore, I have no concerns about the quality of support. They are able to provide answers to inquiries on the same day, whether through phone calls, emails, or other forms of communication.

I understand that TOPdesk is a detailed software, but it seems it's not suitable for customer service. They decided to implement a new tool that is more customer-related than TOPdesk. This new tool will help customer service better serve their customers.

I rate the support from TOPdesk an eight out of ten

Positive

Our lead initially suggested using IBM software, however, it was not suitable for raising tickets and tracking assets. At the time, TOPdesk was one of the leading new companies and was ITIL based, so our lead recommended we use TOPdesk.

The initial setup of TOPdesk is easy. If you're familiar with it, you can change some settings yourself. However, if you want to make changes outside of the box, you'll need the help of a consultant or pay a few fees to implement certain features. 

The upgrades of the TOPdesk can take a day and the testing can take one week. The whole implementation took us approximately half a month.

There are some aspects of the implementation of the solution that you might need a consultant for.

I'm not sure if TOPdesk is worth my money. It seems tricky to say because I'd have to do a lot of work to switch from my current help package and implement TOPdesk. From the market currently, you could receive more from another package than from TOPdesk.

There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less.

I would recommend using it. However, you should be aware that you are essentially buying a standard cupboard and you need to consider what you want to put in it during the setup. If you do not have a clear understanding of your internal processes, it can be a difficult task to implement TOPdesk in your company.

We are evaluating other solutions and we will make our minds up soon if we should stick to this solution or move to another package.

On-premises

TOPdesk has features that allow only the financial managers to approve or deny the company's dealings.

With TOPdesk, we can concentrate all the requests from the company to only one system, and then we can manage the team's productivity.

The most valuable feature of TOPdesk is the reports.

We cannot change the projects. If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket.

I have been using TOPdesk for two or three years.

I rate TOPdesk an eight out of ten for stability.

I rate TOPdesk ten out of ten for scalability.

TOPdesk’s initial setup was complex.

We have seen a return on investment with TOPdesk.

TOPdesk's pricing is cheaper than Jira's.

Before choosing TOPdesk, we evaluated Jira.

TOPdesk is deployed on-cloud in our organization. I would recommend the solution to other users.

Overall, I rate TOPdesk a nine out of ten.

The primary use case of this solution is for IT service management in many different companies. 

I am mainly an application manager, but also an end-user. Most of my experience is with governmental organizations and many service providers.

The most valuable feature of this solution is the incident management module.

Change management implementation, facility management, and making reservations on assets can be improved.

In the next release, I would like to see more artificial intelligence algorithms within the software. This would have more self-learning capabilities and additional features. 

I have been using this solution for seven years.

This product is stable and we have not had any issues.

It's a scalable solution.

Technical support is great and we have not had any issues with them.

When you are deploying on-premises, you need assistance from DBAs or system administrators. Depending on their availability, it can take three days to have it up and running.

When you are using SaaS, deployment can be done within a few hours.

Most of the time is needed for implementing your procedures or incident management, and change management. You have to figure out all of the settings so that the product will fit your company. That will take more time.

The pricing module in my opinion is good. It suits small companies as well as large enterprises.

For much smaller companies, it may be priced too high.

Compared to other products in this segment, I think that they are priced well and not too expensive.

I would recommend this solution mainly because I am experienced in administrating it and I cannot compare it with other products, such as Jira.

If you are considering TOPdesk, I would say go for it. Absolutely.

I would rate this solution an eight out of ten.

We primarily use the solution for the whole ITSM life cycle including incident management, operations management, quality management, change management, service level management and configuration management.

Its ITSM approach is quite useful.

The call module is very good. The service level management module behind it is also very good as is the new asset management module. 

The solution's change management module could be better.

The fact that it's very modular is causing headaches when working with reporting. 

We've found that many clients who use the solution need to have other reporting solutions on top of it because the native solution is lacking good reporting.

The solution lacks some functionality and integration with other modules which makes it difficult to run big projects.

We've been using the solution since 2016. It's been about four years now.

The solution is quite stable. We've been satisfied with its performance.

We've found the solution to be scalable enough for our needs.

We have 400 users on the solution. It's an ITSM solution, so we have two interfaces. One is for users requesting service and the other one is for operators offering the service. It's 400 users and 30 operators.

We've been in touch with technical support in the past and have been quite satisfied with their level of support.

The initial setup was quite straightforward. We were lucky to get a blank database that was already pre-configured from a consultancy company assisting us in setting up an ITSM system. From that point, it was simple. I can't really tell when starting from a totally blank TOPdesk database if it would be more difficult or not.

We had the assistance of external consultants for the initial implementation. They weren't TOPdesk employees.

The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping everything up to date.

We're a TOPdesk customer.

I'd rate the solution six out of ten. In some fields, it's just not good enough. There are still some improvements that need to be made on the product in order for it to get higher marks.

On-premises

We use TOPdesk for asset management, incident management, change management, and configuration management.

The most valuable features are incident management and reservation management. It allows us to book out laptops and assets that we have here at the college.

When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have. They will update the solution, or let you know whether they are looking into it.

The reporting module that they have is comprehensive.

This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package.

This solution can integrate with most products, but it is based on consultancy fees.

I have been using TOPdesk since 2008.

Since moving this solution off-premises, with them hosting it, the stability is pretty good. It is being used all the time.

The scalability has to do with the licenses. It's just a case of buying extra licenses if we need more people to use it. We have more than 3,000 students and about 500 staff, on and off, full-time equivalent.

We are in contact with technical support from time to time and they're very good. They're polite, professional, and relatively quick when it comes to reporting faults with them.

The time it took to deploy was approximately two days.

We had consultants come in to help set it up when we originally purchased it.

The licensing is based on the number of users and the modules that are installed.

My advice to anybody who is implementing this solution is to carefully consider the modules that are required. There are some available that they may not need and the price at the end of the day depends on it.

As we have moved to an off-premises deployment, we get regular updates. They tend to listen to what their customers want and they try to implement what they can as well. Overall, it is quite good. For example, there is a chat feature that is now being introduced and more features related to workflows for incident management that have been a great help.

I would rate this solution a nine out of ten.

Private Cloud

This solution is easy and fast to implement (compare to Snow) and has a cheaper licensing model.

This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI.

The most valuable features are SSP and change template.

This solution would be improved if you could avoid repeating cards. An operator is also a user but requires creating two different records.

I have been using this solution for one year.