TOPdesk Reviews

Service Desk Team Leader at a non-tech company with 1,001-5,000 employees

Jan 22 2020

Helpful asset and reservation management capability, with professional and responsive technical support

What is most valuable?

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… more»

What needs improvement?

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.

What's my experience with pricing, setup cost, and licensing?

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

What other advice do I have?

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… more»

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Head of ICT at a logistics company with 1,001-5,000 employees

Mar 04 2020

Has some good modules but lacks effective reporting

What is most valuable?

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.

What needs improvement?

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… more»

What's my experience with pricing, setup cost, and licensing?

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.

What other advice do I have?

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.

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Muriel Niffle

Service Delivery Specialist/Manager at Pragmatic

Sep 04 2019

Fast and easy to implement, with a well-defined process and interaction

What do you think of TOPdesk?

What is our primary use case?

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

How has it helped my organization?

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

What is most valuable?

The most valuable features are SSP and change template.

What needs improvement?

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

For how long have I used the solution?

I have been using this solution for one year.

1 comment

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TOPdesk Questions

What is TOPdesk?

Excellent service management made easy : Happy customers are the goal of every supporting department. We understand. That’s why we’ve created a solution that helps you improve customer communication, manage workflows and keep track of assets. But above all: our software is simple and attractive. This not only makes it pleasant to use, but also quick to adopt. You’re looking to deliver excellent service from day one – and TOPdesk is here to help. TOPdesk delivers one integrated service platform for IT, FM, HR and other Service departments with a build Self Service Portal, asset management, reporting and integration platform( see also our TOPdesk Marketplace for selection of connectors). Some key features include : Call Management, Incident and Service Request Management, Service Catalogue, Asset & Configuration Management, Problem Management, Change Management, Project Management, Operations Management, Reservations Management, Stock & Order Management, Contract Management and SLA's, Survey Management, Self Service Portal, Form designer, Portal designer, Event & Action Management, Knowlegde Base, Report wizards, Resource Management, Barcode, CAD and Exchange integration TOPdesk helps you streamline your ITIL, Agile, Sox, KCS, ASL/BISL, GDPR compliance Result at our global customer base : 98% customer retention rate 99% of our implementations within budget and timeframe 90% up and running within 3 month NPS score of 35 (4500 cusotmers) 98% customer recommondation score 4,7 score at Gartner Peer Insights Our ecosystem consist of : 4500 customers across 45 countries > 300.000 daily users > 15.000.000 supported end-users 40+ partners What makes TOPdesk unique? • ITIL-based modules for all your service needs: from Ticket and Asset Management to Reservations Management • License based on end users or service agents, whateveris best for you • Unlimited number of assets or self service users • Easy to implement: get up and running quickly • Choose between on-premises or SaaS

TOPdesk customers

City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.