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We have aggregated ratings data on TOPdesk but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 4 out of 5.0, Reviewed

    Product(s): TOPdesk

    Very good implementation due to thorough knowledge of the consultants

    Overall Comment

    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.

    What do you like most about the product or service?

    The ease of use for both self-service desk users as operators

    What do you dislike most about the product?

    The fact that you can't do a search over multiple modules

    What one thing do you wish the vendor did differently?

    Create the ability to search over different modules.

    If you could start over, what would your organization do differently?

    Let more business people test the tool before deciding which tool will be purchased.

    Service & support - overall comment

    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

    Product(s): TOPdesk

    Topdesk improved our processes and Self Service Portal

    Overall Comment

    Smooth implementation and reasonable price.

    What one piece of advice would you give other prospective customers?

    Good product, consultancy very expensive

    What do you like most about the product or service?

    Look and feel user interface

    What do you dislike most about the product?

    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.

    What one thing do you wish the vendor did differently?

    Be more accurate with offering prices, less (or no) errors

    If you could start over, what would your organization do differently?

    Nothing

    Product capabilities - overall comment

    Meet most of our business requirements

    Service & support - overall comment

    Good, but sometimes ignoring signals from customers with problems.


  • 4 out of 5.0, Reviewed

    Product(s): TOPdesk

    Topdesk: Good product, meets the requirements of customers and a reasonable price!

    Overall Comment

    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.

    What one piece of advice would you give other prospective customers?

    Try TOPdesk and check out all possibilities!

    What do you like most about the product or service?

    The way the product is organised

    What do you dislike most about the product?

    Rights, it is very difficult or not possible to split management tasks.

    What one thing do you wish the vendor did differently?

    Be more accurate in costs, possibilities, etc. Avoid errors!

    If you could start over, what would your organization do differently?

    Nothing

    Product capabilities - overall comment

    We are satisfied, although we made some custom solutions for some requirements which are not procvided bij TOPdesk.

    Service & support - overall comment

    Quality of support is ok. People are also friendly.

    Integration & Deployment - Overall comment

    While implementing TOPdesk registered a incident. Was not taken seriously, after a month a few m


  • 4 out of 5.0, Reviewed

    Product(s): TOPdesk

    No-Nonsense Service management with an excellent support team.

    Overall Comment

    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.

    What one piece of advice would you give other prospective customers?

    Involve the TOPdesk consultants for advice on your implementation. They know the best practices of their tool and the various implementations.

    What do you like most about the product or service?

    Easy to use Configurable Incident management SelfServiceDesk

    What do you dislike most about the product?

    Reporting options

    What one thing do you wish the vendor did differently?

    Setup a user community.

    If you could start over, what would your organization do differently?

    No comment

    Service & support - overall comment

    Excellent support services. A high quality support team is available for you.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(3)
3.0

Ability to understand your organization's needs

(4)
4.0

Timely and complete response to product questions

(3)
3.7

Pricing and contract flexibility (pricing and terms)

(3)
4.0
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(4)
4.0

How long did your deployment take?

0 - 3 months (<3)

3 - 6 months (<6)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(1)
4.0

Ease of integration using standard APIs and tools

(3)
3.3

Quality and availability of end-user training

(2)
3.5

Ease of deployment

(4)
4.0
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(4)
4.3

Did you purchase a support package from vendor?

Yes

No


Timeliness of vendor's response

(2)
3.0

Quality of technical support

(3)
4.3

Quality of peer user community

(3)
2.7
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(4)
4.0

Incident and Problem Management

(4)
4.0

Change, Configuration and Release

(3)
4.0

Self-Service/Request Fulfillment

(3)
4.0

IT Knowledge Management

(2)
4.0

Reporting and SLA Management

(4)
3.3

Process and Workflow Design

(2)
4.5

Data Source/ITOM Tool Integration

(3)
4.0
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Application Lead

Development/Integration

Functional Assessment

Maintenance and Support

Rollout and Install

User Training

Vendor/Product Selection

Technical Assessment

Vendor Management


What other vendors were considered? Multiple responses allowed.

ServiceNow

Microsoft

BMC Software

Hewlett Packard Enterprise

ManageEngine

Serena Software

SysAid

Other...


Why did you purchase an IT Service Support Management Tool?

Create internal/operational efficiencies

Improve business process agility

Improve customer relations/service

Improve business process outcomes

Improve compliance and risk management

Cost management

Drive innovation

Enhance decision making

Other...


What were the key factors that drove your decision?

Overall cost

Product functionality and performance

Breadth of services

Product roadmap and future vision

Strong customer focus

Strong services expertise

Strong consulting partnership