TOPdesk Reviews and Ratings

Use Cases and Deployment Scope

TOPdesk is our ITSM tool, with asset management, change management and incident management included

Likelihood to Recommend

in small organisations it is a nice/good tool for everything a organisation needs.

But for bigger organisations the amount of possibilities can be a bit to much and therefore it will be to big to control

Use Cases and Deployment Scope

As we are a MSP with many customers, we do use TOPdesk mainly for our Support Services. We do offer our customers many ways to report an incident or submit a request for change. This is possible through our Servicedesks by phone or email, via Self Service Portals or via TOPdesk's mail imports. Additionally we often create connection with the TOPdesk application of our customers or with other ITSM tools. To monitor the agreements like SLA's or KPI's we also use TOPdesk's module for our Service Contracts.

Likelihood to Recommend

As TOPdesk is pretty intuitive it is often not needed to instruct colleagues on how to use TOPdesk. Most modules and fields do explain themselves. This means there aren't many additional instructions needed for the applications itself. Most information we do need to support our colleagues on based on organizational processes, not our ITSM tool of choice. And if there is more information needed, the knowledge base system can be used for this. On the other hand this could create the idea that no additional instructions are needed. Which might be true for the application itself, but not for how it is being used within your organisation.

Use Cases and Deployment Scope

We are a Managed Service Provider in IT service and we use TOPdesk to contribute to our operational processes. First from off ITSM perspective via TOPdesk we manage incidents, changes and problems. Beside we also use TOPdesk to address all our (customer) assets. Next to that TOPdesk offers a various amount of modules who help you manage the tracking of your operational processes e.g. KPI and SLA management, contract en service management, Knowledge base function, Self Service Portal, operational management and a wide range of possible automations in actions. It is a very user friendly system also from a configuration point of view.

Likelihood to Recommend

Good in ITIL/ITSM best practises. The tool offers all features en possibilities to implement the best practice way of working from ITIL/ITSM perspective. It is very user friendly to implement and get started.

Bad in data enabling, selections and reporting. It could be hard to make a right selection and/or report from out of TOPdesk.

Use Cases and Deployment Scope

We use TOPdesk as out ITSM tool, both for our internal ITIL processes, as for our customers.

We need one tool to service our costumers, register calls, process changes and manage assets.

Likelihood to Recommend

It suits very well for giving support to our customers.

I would recommend using different TOPdesk environments for internal and external usage.

Use Cases and Deployment Scope

We use TOPdesk in two different environments. We have one environment for our internal organization and clusters (Lely TOPdesk), and another environment for our clusters, centers, and farmers (LSS TOPdesk). We use TOPdesk primarily as our IT service management tool to streamline incident and request handling within the organization. It helps us centralize support tickets, track progress, and ensure timely resolution. One of the key business problems it addresses is the lack of visibility and structure in our support processes. By using TOPdesk, we’ve been able to improve communication between departments, increase efficiency, and provide better service to our end users. Our use case covers IT support.

Likelihood to Recommend

TOPdesk is well suited for structured service management environments such as handling internal IT incidents, facility requests, and HR-related service requests. TOPdesk is also useful when multiple service departments (IT, Facilities, HR) need to collaborate in a shared platform while keeping their processes separate.

TOPdesk can be less appropriate when multiple service departments (IT, Facilities, HR) need to collaborate in a shared platform while keeping their processes separate.

Use Cases and Deployment Scope

We use TOPdesk as our main ISTM tool, to streamline incident, request and change management for our clients and separately for our colleagues. TOPdesk allows us to deliver our services in a professional way, interact smoothly with our customers and it gives us valuable information to further optimize these services.

Likelihood to Recommend

TOPdesk does a very good job in supporting ITSM processes, such as incident and change management. This allows our business to focus on our core business and gives us valuable information to further optimize services, while is also increases customer satisfaction.

Use Cases and Deployment Scope

We mostly manage TOPdesk environments for our customers. They use TOPdesk mostly for (ICT) delivery, but also for the supply of information within their organisations. The scope can be anywhere between a simple environment to log events and / or incidents to full-fledged, service delivery, change management, information supply and crisis management.

Likelihood to Recommend

TOPdesk is well-suited for (ICT) service delivery management, following concepts & processes from ITIL. There are modules for incident & change management, but also for reservations & asset management. It will also help manage the supply of information for medium to large organisations.

With the API, triggers, webhooks, mail actions and custom imports, most processes can be automated in a fine-grained manner. TOPdesk is available as a SaaS solution, but can be even more securely managed as a virtual appliance in your own datacenter.

Use Cases and Deployment Scope

Our Managed Service Desk uses TOPdesk to help our clients with their problems. We provide IT services like managed services and professional services. Incidentmanagement, assetmanagement, changemanagement. The scope of our own use case is application maintenance and control.

Likelihood to Recommend

It does not have templates to use, you need a lot of consulting if you want to build anything and you are not working long with the system.

Use Cases and Deployment Scope

We use TOPdesk as one of our main applications. We manage assets, register incidents, changes and lots more. In these incidents, we register all issues with our products or services that our customers come across. We use a lot of automation to connect our TOPdesk to other systems, where we can exchange information with eachother, to speed up our processes.

Likelihood to Recommend

A scenario where it is well suited: Using the API of the Incident module to connect with other systems. In our case, we create a lot of connections with our customers, and implementing a solution for these purposes is pretty easy.

A scenario that is less suited: being a MSP, we have so many customers, that a bit more standardization would be nice, so that most customers will fit the same scenarios. Now we still have a lot of manual work to do, because of these exceptions.

Use Cases and Deployment Scope

We use TOPdesk as a tool to keep track of incidents and changes from our customers. We log tickets, give frequent progress updates to the customers via standardized e-mails and we communicate with colleagues over the issues that are faces during the ticket resolution. We also use TOPdesk to create dashboards and reports with which we can show our customers our SLA times, the type of tickets and if we can help them in a certain topic if necessary.

Likelihood to Recommend

TOPdesk is user-friendly for our application managers. We can keep track of our incidents and changes quite well, even without having all the modules installed. What I think could be improved is thinking along with the use and optimizing the use if you do not use all the TOPdesk modules