5 out of 5.0, Reviewed Oct 18, 2016
Very good support for a very good price.
Don't try an application which can do everything but is difficult to setup and implement.
The easy way to use it. Almost no usertraining is required.
The mobile version of the application is not developed 100% like the main application.
Implement solutions for (global) decentralized IT organizations. There is everything available but not customizeable.
Buy from start on a tool which is easy to implement like TOPdesk.
Good support, big knowledge
5 out of 5.0, Reviewed Oct 5, 2016
Good product; useful help with implementation; good support
start small and expand gradually
coverage of all important service management processes; ease of use
not enough flexibility in developing selections and reports
more flexible reporting; better looking default reports better default column views in selections
we never had any problems with service and support
5 out of 5.0, Reviewed Sep 29, 2016
Configuration and setup support from the TOPdesk consulting team ensured a smooth implementation.
Define your IT processes and review to transition to following ITIL best practices. Then implement TOPdesk.
User-friendly interface, intuitive to use, modules are consistent in design. Excellent product support.
Workflows are painful to design/create, but once completed it simplifies Incident and Change Management.
Reporting tools that generate the status of Incidents and Changes in one report.
Purchased in 2014, did not implement until 2016 due to staffing changes and ITIL training and process definitions. But we should have implemented sooner.
We are a satisfied customer with our TOPdesk service management tool.
5 out of 5.0, Reviewed Sep 28, 2016
The implementation of overall IT Service Management, based on ITIL best practices, was new to our organization. Topdesk has not only implemented their cloud-based software suite but also consulted us on the implementation of best practices. The project was finished within time and budget with no major constraints. The Topdesk consultants were adapting perfectly to our multicultural environment and proved their added value by obtaining a high level of support of end-users from the beginning. Within 40 consultant days, we were able to implement IT Service Management, Knowledge Management, Visitor Management, Meeting Room Management, and generic Service Management for all internal services from a single Self Service Portal.
Consultants are good, but they don't perform magic and you have to do your homework. Prepare your organization well for an implementation and define/approve your process in advance. Make sure you get support for the changes on all levels of the organization, from end-users to top-management to the reception desk.
The look and feel of the Self Service Portal and the user friendliness of creating workflows.
It's not possible to do an automatic deployment from test to production. Deployment to production is a manual process that includes typing over everything you did in test and re-creating all settings in the production environment. This practice has a high error-risk.
Some modules from Topdesk can only be used effectively when you purchase another module. I wish they would integrate such dependencies into 1 pack.
When you start with the little background, it's difficult to create a navigation for end-users that is easy to use for all users. We did organize end-user meetings, but for the next implementation, we would start with that in an earlier stage of the project.
Topdesk is a very service oriented organization with short communication lines. It's fairly easy to get to the right person, regardless of their position in the organization.
5 out of 5.0, Reviewed Sep 25, 2016
We make almost the entire organization use TOPdesk. It gives us an overview of the quality of the provided support and accelerates some of our processes including the delivery of hardware in combination with a WACOM tablet to digitally sign or a QR code as a service solution for coffee machines in-house from an external supplier. Thanks to the application and its options, we were able to speed up the process so that there is now no effort on the part of our organization in the case of a malfunction. The modules are easy to use and there are many coupling options such as XML. Currently, we use almost all TOPdesk modules and handle about 160,000 client contact moments at our support desks every year.
Consider yourself a Self Service Desk environment based on a PDC and Knowledge Centre. This will help your end users a lot.
The personal touch of each consultant is really great. Everyone is focussed on going for the best result. They will not do this for less. Absolutely great !!
Sometimes the schedules of all consultants are fully booked. It's great for the vendor but not for us clients ;)
•Due to the enormous growth of the company the customer experience from the development departments is sometimes forgotten. This is a focus point which is also seriously taken up by the program owners. •I would like to see a certification track. How can users prove that they are experienced users of TOPdesk?
We would split the roll-out into different phases. Have a user platform, fewer agent groups, better use of category and subcategory.
We are very pleased about the service and support of this vendor. All employees are highly skilled and motivated. They really know what to do in case of trouble. It doesn't matter who is picking up the phone. All members of the support team are great!!
TOPdesk was very easy to intergrate with our systems. (Biztalk and XML) Futhermore we use scripts in combination with Biztalk To create agents in our environment.
4 out of 5.0, Reviewed Sep 21, 2016
TOPdesk is very customer focused. Their consultants know the product and develop the best solution possible for the customer. The tool has proven it's user friendliness, but some minor points can be improved. Since these issues are minor, we are very pleased with the tool.
The ease of use for both self-service desk users as operators
The fact that you can't do a search over multiple modules
Create the ability to search over different modules.
Let more business people test the tool before deciding which tool will be purchased.
The people at TOPdesk support have very good knowledge about the product. Since we don't have an SLA contract, some support tickets can stay unanswered for a while.
4 out of 5.0, Reviewed Aug 17, 2016
Smooth implementation and reasonable price.
Good product, consultancy very expensive
Look and feel user interface
It is hard to get an overview of all activities combined (changes, incidents, etc). Reporting weak, you need always Excel or another third party tool to get what you want.
Be more accurate with offering prices, less (or no) errors
Meet most of our business requirements
Good, but sometimes ignoring signals from customers with problems.
4 out of 5.0, Reviewed Aug 16, 2016
Overall is TOPdesk a good organized company with more than enough knowledge and expertise. Sometimes to ambitious, to think what the customer wishes are. Consultancy thinks only in possibilities in TOPdesk itself, while there are a lot of solutions outside of TOPdesk (think of HTTP requests). Sometimes difficult to negotiate with TOPdesk.
Try TOPdesk and check out all possibilities!
The way the product is organised
Rights, it is very difficult or not possible to split management tasks.
Be more accurate in costs, possibilities, etc. Avoid errors!
We are satisfied, although we made some custom solutions for some requirements which are not procvided bij TOPdesk.
Quality of support is ok. People are also friendly.
While implementing TOPdesk registered a incident. Was not taken seriously, after a month a few m
4 out of 5.0, Reviewed Aug 10, 2016
The TOPdesk organisation is very open and helpful. The tool itself is very strong on incident management which is very easy for both operators and end-users to use. The software is very stable, reliable and scalable. One of the weak areas is the complexity of the change management module and very limited options in the reporting module. The support team of TOPdesk provides excellent service.
Involve the TOPdesk consultants for advice on your implementation. They know the best practices of their tool and the various implementations.
Easy to use Configurable Incident management SelfServiceDesk
Setup a user community.
Excellent support services. A high quality support team is available for you.