It has overall been a really exceptional and rewarding engagement of a software supplier and implementation of their tool.

Easy to use UX, end-user focused and people-centric, fabulously engaging and innovative implementation consultants, modular building blocks, value for money offering, usable as a cross-organisation service desk, builds upon and improves existing rigour, attracts and converts even the digital wary, brilliant ongoing support and account management ... with us for the journey.

Although TOPdesk already offers many APIs and integrations, there are some of our more obscure legacy software that required new integration developing, however this is not really truly a representation of TOPdesks very comprehensive offering

So easy to use and maintain. Also if you contact the TOPdesk service desk there is a very quick response.

It is easy to make your own environement.

Nothing really! We are very happy with the use of the modules we use.

Very bad experience from day one when it had to be integrated and subsequent bad experience with the support. Have given up contacting them.

That we should not have a server standing with ourselves

Don't feel there is any support whatsoever for the product. You have to constantly update your browser or close and open your browser as it times out all the time. It is difficult to set up the system the way you would like it to. Not easy to find your way around the system.

Easy to use and implement. Easy to get support

At the moment I really could not say that

As an Topdesk administrator, I can focus on working on solution instead of solving application issues. It is a great standard product with customization options.

Easy to use service management tool. The self service portal is easy to use for end users. Incidents and requests are submitted easily and are assigned to the right operator or operator group. Easy to maintain

Because our current installment is 'on premise', we don't have access to the latest features that are available in the cloud/saas version.

All in all this is a sound product that gets the job done. As it is very configurable we have over the years automated al lot of services via the self-service portal.

The self-service portal is very configurable. We have setup a nice look self-service portal that gets improved over time. Having used TD for many years, we have seen it grown over the years and like it. The SSO option is available and as many people use it daily it is almost a must to use it. Setup of it was relatively easy.

We have a useability issue with Firefox and the operator console where an "X" character is not recognized. This will be solved by an update, but in the meantime it is annoying. I don't like the default search option of "Fuzzy". I always use the quotes around a search term to disable that. I would like the default be changed or at least configurable.

Overall I have great experiences with Topdesk, like I said the software has a lot of possibilities and the people are kind and very helpfull.

The allround possibilities than other ticketsystemproviders.

Knowledgebase system is decent but can use a lot of improvements. For example paste images into a item.

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Easy and intuitive to use, easy to model for your needs, with many modules available. Can be used across the business Function: IT, HR, Admin, Soft FM, Hard FM and with excellent asset management, room bookings and reception services. The Help Line staff go out of their way to support. Mobilisations or start up Help Desks are also supported with excellent consultants that lead a team through the setup up and training. The Workaid module allows two way communication directly with suppliers and sub contractors whether they have TopDesk or not. Regular seminars/conferences held to address innovation and to allow networking across different business sectors to allow best practice to promulgate.

When I started at my current employer, I said for a year "that is possible in TOPdesk." If for example. someone asked for an overview of the status off tickets or Assets. After a year we purchased TOPdesk, which supports our daily work well. And provides much more structure and overview.

You get an overview of your assets and repairs and their status. Because everything is connected, you can easily make a list of whatever you want.

Integration with email is difficult between TOPdesk and the system administrator of our company. And that's why it still doesn't work

User-Friendly Interface, costumTion, Customization automation, SSP, knowledgement system.

Customization Complexity. Overly complex customization requires additional time and resources.

Hele fijne organisatie die met je meedenkt in mogelijkheden. Helpdesk is goed beschikbaar en schakelt waar nodig met de accountmanager.

Het Selfserviceportaal, dit is 24/7 beschikbaar. Andere vergelijkbare systemen hebben dit niet of minder uitgebreid.

Nog niet alles is via export/import over te zetten van de testomgeving naar de productieomgeving.

This is a great tool for Shared Services, and its potential as a one stop shop for all requests and enquires within any organisation, no matter how large or small that might be.

Ease of use, plenty of self help guides and support, they are always introducing new features and actually listen to its customer base, which to a greater extent drives their development of the products.

Having to invest in extra modules. Setting up the actions and events

The creation of tickets and the overal feel of topdesk isn't too difficult. Also the automatic importing of mails is a nice feature

reporting is a bit difficult at times and you don't always know what categories to include

Great, all the staff at TOPdesk were helpful and keen to ensure we achieved our goals.

Attended the Manchester office for training to improve our knowledge of the system. Will was an excellent tutor who explained the system in simple terms at an acceptable pace. The software is extensive and simple to navigate where we were able to find solution to all the tasks such as standard forms for easy entry of issues and requests along with the production of reports.

Nothing that I can think of.............

The simplicity of working with it and what you can with this. Easy in use.

Working in background is not always easy.

We improve the response time to customer questions. We improve the work flow. TOPdesk users have improved performance because the problems are better recorded. We can give a quick answer to any question.

The self-service portal is very useful for users to make forms and manage accidents. With TOPdesk we create the forms for new workflows. We can know the problems of users and we can answer any questions from customers. It is very easy to use and has a very simple configuration.

Currently we have no complaints about TOPdesk. It is perfect to be able to offer help to clients (quickly). It adapts to our needs. It is very efficient and simple to use for accident management.

It's easy to use, very user friendly and to configure flows and design a self service portal.

That features to connect topdesk with azure are not standard

TOPdesk works well for call/issue management and benefits from being based on the ITIL model. It can help if you have different teams/departments which need a service management tool but want to manage their calls separately.

Self-service Portal is very good, particularly with the latest version. If you populate the knowledge base well, users can often find the help they need before needing to raise a call

The tools for configuring events and actions need improving, especially the tool for events which, whilst very powerful, is cumbersome to use when configuring event criteria

It has streamlined our incident process and allowed us to have strict control over our service level agreements

Easy to create workflows so that you can follow a process from start to finish

No drag and drop for adding files to incidents

Very positive with great flexibility and incredible support.

Flexibility within the tool, vast array of modules.

Project management could do with expansion to support more agile approach

The consultancy period thus far has been superb.

What appealed particularly was the Tabbed GUI. This makes working on Parallel tasks much easier. In addition the comprehensive feature list covered both the needs of out IT SUpport Team and our Facilities team.

The restriction to just 2 levels of an item. e.g. Main and Sub Category, Branch and Sub Branch. However we have manage to work around it.

Scalable professional software that is highly intuitive

Nothing, it is one of the best software suites I know in this branche

Excellent, we've been incredibly well supported with many in-person days of training and trouble-shooting. The various modules have been introduced naturally and this has been an exceptionally valuable tool to record both day-to-day incidents as well as PPM tasks.

One of the most exciting and innovative products that I reviewed and now regularly use across over 16 site and many staff. Software is simple to use on the surface but hides a raft of features that are easy to enable and powerful for reporting purposes.

The lack of support for the 24 hours calendar.

TOPdesk was to consolidate several systems we used across the group into one single source for all our IT Support needs. It has done this very well. The ability to have a self service portal and knowledge bases are great features we are building on a lot. The imeplementation was very good, straightforward, simple and no post implementation issues.

Great functionality, only pay for what you need. Straightforward, excellent implementation, up and running quickly and easily.

Nothing so far, all has met or exceeded expectations

Works well at an efficient price point. I like the overall package I get with Topdesk, including their customer support group. They are great at working out any issue.

I like the asset management feature a lot, but probably like the overall ability to service customer requests as easily as possible the most.

Nothing to dislike at all. It works about as well as any software I've used before.