All TOPdesk Reviews
1-25 of 88 Reviews
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Jon
Verified reviewer
Higher Education, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2018
From early engagement to beyond our successful full implementation, a thoroughly positive experience
It has overall been a really exceptional and rewarding engagement of a software supplier and implementation of their tool.
PROSEasy 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.
CONSAlthough 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
Vendor Response
"It has overall been a really exceptional and rewarding engagement of a software supplier and implementation of their tool." Wow. That's what we strive for! Thank you Jon for your feedback and compliments.
Replied October 2020
Rene
Accounting, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2023
Easy to manage
So easy to use and maintain. Also if you contact the TOPdesk service desk there is a very quick response.
PROSIt is easy to make your own environement.
CONSNothing really! We are very happy with the use of the modules we use.
Reason for choosing TOPdesk
It suits the best for our organization. Test users were very satisfied.
Vendor Response
Hi Rene. It's great to hear you're so happy with TOPdesk. Thanks for sharing! Best, Team TOPdesk
Replied December 2023
Anonymous
1,001-5,000 employees
Used daily for less than 12 months
OVERALL RATING:
2
EASE OF USE
2
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
2
Reviewed July 2023
Not so good experience with the product
Very bad experience from day one when it had to be integrated and subsequent bad experience with the support. Have given up contacting them.
PROSThat we should not have a server standing with ourselves
CONSDon'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.
Reasons for switching to TOPdesk
Couldn't upgrade the old product any more
Vendor Response
Hello, Thank you for sharing your experience. We're truly saddened to hear about the difficulties you've encountered with our product. Your feedback is valuable, and we're working to improve support and system usability. We would like to get in contact to address your concerns and find a solution. Your input will help us enhance our services moving forward. Kind regards, Team TOPdesk
Replied August 2023
Sandra
Government Administration, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2023
Worth a try and certainly a look
Easy to use and implement. Easy to get support
CONSAt the moment I really could not say that
Reasons for switching to TOPdesk
Too expensive and not user friendly enough
Vendor Response
Wow! Thank you for your compliment Sandra. We love it that you appreciate the easy use, implementation and our support. Reviews like yours are the cherry on the cake for us.
Replied December 2023
Marcel
Government Administration, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2023
Great tooling for service and support
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.
PROSEasy 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
CONSBecause our current installment is 'on premise', we don't have access to the latest features that are available in the cloud/saas version.
Vendor Response
Hi Marcel, thank you for your kind words. Great to read you appreciate that TOPdesk is so easy to use and that it helps you to work on solutions. We strive to make the gap between the latest SaaS version and the on premise version smaller in the future. Best, Team TOPdesk
Replied December 2023
Anonymous
501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed September 2019
Topdesk has improved over the years.
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.
PROSThe 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.
CONSWe 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.
Vendor Response
Thank you for taking the time to write this review. We hope to have you with us for many more years to come!
Replied October 2020
Bjorn
Retail, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed December 2023
Keep up the good work, and keep improving
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.
PROSThe allround possibilities than other ticketsystemproviders.
CONSKnowledgebase system is decent but can use a lot of improvements. For example paste images into a item.
Vendor Response
Hello Bjorn, thank your for your review! We're thrilled to hear about your positive experience with TOPdesk and our team. Your feedback is greatly appreciated, as we're always looking for ways to improve. We'll certainly take your suggestions into consideration for future updates. Keep enjoying TOPdesk, and thank you for your support! Best, Team TOPdesk
Replied December 2023
Anonymous
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2018
Having used many CAFM system's this is certainly the best software and comes with excellent support
na
PROSEasy 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.
Vendor Response
Thank you! Great to read you experience the ESM value we can offer to various departments.
Replied October 2020
Wesley
Verified reviewer
Medical Devices, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed March 2022
That is possible in TOPdesk
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.
PROSYou 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.
CONSIntegration with email is difficult between TOPdesk and the system administrator of our company. And that's why it still doesn't work
Reasons for switching to TOPdesk
Asset management
Vendor Response
Hi Wesley, Thank you for the review. We really appreciate it. If you have any questions feel free to contact us.
Replied March 2022
Jindi
Government Relations, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed December 2023
TOPdesk review
User-Friendly Interface, costumTion, Customization automation, SSP, knowledgement system.
CONSCustomization Complexity. Overly complex customization requires additional time and resources.
Vendor Response
Hey Jindi, Thanks for your review! We're glad to hear you're enjoying our user-friendly interface and customization features. We understand that some customization can be complex and we're always here to help streamline that process for you. Best, Team TOPdesk.
Replied December 2023
Inge
Hospital & Health Care, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed December 2023
selfserviceportaal heeft meerwaarde!
Hele fijne organisatie die met je meedenkt in mogelijkheden. Helpdesk is goed beschikbaar en schakelt waar nodig met de accountmanager.
PROSHet Selfserviceportaal, dit is 24/7 beschikbaar. Andere vergelijkbare systemen hebben dit niet of minder uitgebreid.
CONSNog niet alles is via export/import over te zetten van de testomgeving naar de productieomgeving.
Reasons for switching to TOPdesk
In verband met een fusie. Andere partij gebruikte Ultimo. Ultimo heeft geen Selfserviceportaal. Daarom gekozen voor TOPdesk.
Vendor Response
Hey Inge, thanks for the review! Awesome to hear you're loving the 24/7 Self-Service Portal. Got your point about the test to production transfer - we're on it. Super glad our team's been a help to you. Best, Team TOPdesk.
Replied December 2023
Rudy
Education Management, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2019
My Journey with TOPdesk
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.
PROSEase 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.
CONSHaving to invest in extra modules. Setting up the actions and events
Reason for choosing TOPdesk
Its ease of use, it was web based, customisation, excellent support, easy access to guides and how to's. The staff are very helpful and friendly. Compared to the other products out there it looked liked like the finished article and was well presented.
Vendor Response
Hi Rudy, thank you very much for sharing your review. We really appreciate it! We're all about Shared Services, so happy to read it fits your needs.
Replied October 2020
John
Construction, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed September 2022
Basic work easy, reporting a little difficult
The creation of tickets and the overal feel of topdesk isn't too difficult. Also the automatic importing of mails is a nice feature
CONSreporting is a bit difficult at times and you don't always know what categories to include
Vendor Response
Hello John, We value your review! Glad you find ticketing easy. We're addressing reporting concerns to improve further. Your input matters! Kind regards, Team TOPdesk
Replied August 2023
Gareth
Mechanical or Industrial Engineering, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2019
Training at Manchester office
Great, all the staff at TOPdesk were helpful and keen to ensure we achieved our goals.
PROSAttended 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.
CONSNothing that I can think of.............
Vendor Response
Thank you for your review Gareth! I'll be sure to pass the compliment to Will.
Replied October 2020
Toos
Recreational Facilities and Services, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2023
Perfect Solution for a Service Desk
The simplicity of working with it and what you can with this. Easy in use.
CONSWorking in background is not always easy.
Vendor Response
Hey Toos, we're so glad to hear that you find TOPdesk a perfect solution for a Service Desk! We've taken note of your feedback and we always appreciate hearing how we can improve. Best, Team TOPdesk.
Replied December 2023
Stella
Verified reviewer
Automotive, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2018
TOPdesk reduces the response time of any customer question.
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.
PROSThe 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.
CONSCurrently 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.
Vendor Response
Thank you for writing this review Stella. We appreciate it!
Replied October 2020
Sander
Accounting, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed December 2023
Saas Topdesk
It's easy to use, very user friendly and to configure flows and design a self service portal.
CONSThat features to connect topdesk with azure are not standard
Vendor Response
Thanks Sander for sharing your experience and feedback. We really appreciate it.
Replied December 2023
Shari
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed April 2018
Separation of different teams within TOPdesk works very well so that they can manage their own calls
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.
PROSSelf-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
CONSThe 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
Vendor Response
Thank you very much for your review Shari. We really appreciate it!
Replied October 2020
Anonymous
501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed April 2019
Everything you need voor your incident, change and problem processes
It has streamlined our incident process and allowed us to have strict control over our service level agreements
PROSEasy to create workflows so that you can follow a process from start to finish
CONSNo drag and drop for adding files to incidents
Vendor Response
Thank you very much for taking the time to post this review!
Replied October 2020
James
Financial Services, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2018
TOPdesk User Support
Very positive with great flexibility and incredible support.
PROSFlexibility within the tool, vast array of modules.
CONSProject management could do with expansion to support more agile approach
Vendor Response
Thank you James.
Replied October 2020
Chris
Education Management, 501-1,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2019
Views of a Delivery Manager
The consultancy period thus far has been superb.
PROSWhat 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.
CONSThe 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.
Vendor Response
Thank you Chris!
Replied October 2020
Erik
Education Management, 5,001-10,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2018
Great ITILbased software
Scalable professional software that is highly intuitive
CONSNothing, it is one of the best software suites I know in this branche
Vendor Response
Thank you Erik! What a great compliment.
Replied October 2020
James
Education Management, 1,001-5,000 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2019
An excellent FM package
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.
PROSOne 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.
CONSThe lack of support for the 24 hours calendar.
Vendor Response
Thank you James for sharing your FM experience. Great to read it's being used over so many sites and staff.
Replied October 2020
Graeme
Medical Devices, 201-500 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2019
Good versatile product
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.
PROSGreat functionality, only pay for what you need. Straightforward, excellent implementation, up and running quickly and easily.
CONSNothing so far, all has met or exceeded expectations
Vendor Response
Thank you Graeme for sharing your experience!
Replied October 2020
Patrick
Oil & Energy, 1,001-5,000 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2019
A lot of use
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.
PROSI like the asset management feature a lot, but probably like the overall ability to service customer requests as easily as possible the most.
CONSNothing to dislike at all. It works about as well as any software I've used before.
Vendor Response
Thank you Patrick!
Replied October 2020