Loading product reviews...
We don't have any qualitative reviews for this vendor yet


View other vendors in this market
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.
  • 5 out of 5.0, Reviewed

    Product(s): TOPdesk

    Fast and great tool with modern GUI

    Overall Comment

    TOPdesk has many features that attracted us and we were willing to change our way of working to get full functionality of the tool. The consultants were supporting us in the best practice of working to get the most out of the tool. This increased our efficiency of working with service management compared to before the implementation.

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

    Don't be afraid change the way you work! Never let your current method of work govern the tool.

    What do you like most about the product or service?

    It's fast and user friendly. It also has many modules and features.

    What do you dislike most about the product?

    Lack of responsive web content.

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

    Since the impact of the tool was very successfull internally we should've educated more personell from the start than what we did.


  • 4 out of 5.0, Reviewed

    Product(s): TOPdesk

    Great User Interface and Stability

    Overall Comment

    TOPdesk is a stable and user-friendly ITSM Solution with several modules that helped us achieve a higher level of process maturity and better customer experience. The only thing that keeps us from rating TOPdesk completely satisfied is the limited flexibility in the operator section when supporting multiple customer with different processes. With the product roadmap focusing on managed service providers we are hoping TOPdesk will make a significant leap forward.

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

    Follow the PDCA cycle and set realistic goals.

    What one thing do you wish the vendor did differently?

    Be bolder in changing or introducing new functionalities


  • 5 out of 5.0, Reviewed

    Product(s): TOPdesk

    Topdesk is a great tool to use in our ICT processes

    Overall Comment

    Topdesk is a great tool to use in our ICT processes

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

    Think about your processes and the possibilities that Topdesk has

    What do you like most about the product or service?

    The product is an answer on our ICT processess

    What do you dislike most about the product?

    :-) The license structure

    What one thing do you wish the vendor did differently?

    More consultants available

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

    More focus on the SelfServiceDesk


  • 5 out of 5.0, Reviewed

    Product(s): TOPdesk

    The implementation of our SaaS environment was very easy

    Overall Comment

    TOPdesk works fine for our organization. We do not use all modules but for Facility management, HRM and IT management, TOPdesk is an excellent tool

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

    Think carefully about the pros and cons of SaaS versus an On PREMISE installation

    What do you like most about the product or service?

    To honest ..... I do not know. There is always room to improve but i can't tell you anything specific

    What do you dislike most about the product?

    That a can't fix some things mezelf

    What one thing do you wish the vendor did differently?

    To be onest ..... i would not know. There is always room to imporve, but i cant tell you a specifik thing

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

    Not that much. Will probably would do it the same way again


  • 5 out of 5.0, Reviewed

    Product(s): TOPdesk

    Implementation went smooth, but there are still processes that we have not completed yet

    Overall Comment

    Overall, we are very satisfied with our experience in implementing TOPdesk in our organization. A few bumps along the way, but that is as accepted, nothing major.

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

    Get your processes and priorities in order, TOPdesk will most certainly fulfill the majority of demands and requests but these are not set. Our experience with TOPdesk is that it provides the bulding blocks, not a out of a box experience.

    What do you like most about the product or service?

    We keep ourselves updated with the help of our vendors, who are very helpfull.

    What do you dislike most about the product?

    Nice interface comming to TOPdesk 6, self service portal. Like and dislike, depending on how you see it, for the possibility of bespoke work. Sometimes you just want a out of the box solutions, and sometimes you have to tailor it to the organization and our customers requests and demands.

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

    Run a pilot/beta group for a longer period before going live. Better and more thorough internal education and anchoring of the new processes.

    Service & support - overall comment

    The vendors are very helpfull.


  • 5 out of 5.0, Reviewed

    Product(s): TOPdesk

    Implementation was easy and would recommend to others

    Overall Comment

    I have used TOPdesk before, very pleasede with the level of support before going Live and after.

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

    Have your service desk planned out before you start, a good base will make for a great exprience later.

    What do you like most about the product or service?

    user friendly, great support

    What do you dislike most about the product?

    nothing

    What one thing do you wish the vendor did differently?

    nothing

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

    JIRA intergration with Change Management


  • 5 out of 5.0, Reviewed

    Product(s): TOPdesk

    Very helpful and professional support

    Overall Comment

    Their aftercare support is exceptional and very prompt. They were willing to listen to what we wanted and helped achieve our goal. Very friendly and approachable

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

    The basic module is enough to get started, but as the organisation grows and the expectations and demands on the software grows, you will need to be prepared to buy in more modules.

    What do you like most about the product or service?

    Ease of use and it’s easy to adapt and fit in to your needs.

    What one thing do you wish the vendor did differently?

    Offered more modules as part of the deal.

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

    Prepare the staff better for what was to happen, as this was completely new to the organisation at the time. Better trianing after the software was installed to help ease users with the software.


  • 4 out of 5.0, Reviewed

    Product(s): TOPdesk

    Powerful yet simple to use, SaaS availability can improve

    Overall Comment

    The project ran very well. What we like about the tool is that it is simple to create workflows and forms, so we could engage a lot of team members who felt empowered to meaninfully contribute. The administrators of the tool are service desk personnel, they also create templates, forms and workflows without expert assistance. The Programme Officer, who is not very technical, can create very insightful reports about trends. The tool brought a lot of value and now we're extending functionality to all work units delivering internal services, such as transport, hospitality, office supplies, etc. The only reason it does not get a 5 star is because the SaaS deployment has not been 100% available this year (site went down the day of the go live - we almost had a stroke), but we trust it will improve.

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

    Get a good variety of end users - tech-savvy, non-tech-savvy, even a couple of trolls (you know who they are ;) ). It's their experience that matters in the end.

    What do you like most about the product or service?

    Simple to create templates, forms, new requests.

    What do you dislike most about the product?

    It can get complex for the operators

    What one thing do you wish the vendor did differently?

    They did great.

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

    We would have discussed more standardization of the forms. After launch we realised operators and users were confused when a workflow would send a notification automatically or not. We focused on the end users and it got a bit hard for the operators, but we're working on that now.


  • 5 out of 5.0, Reviewed

    Product(s): TOPdesk

    TOP ..... desk

    Overall Comment

    Service is excellent, skill level of employees TOPdesk is perfect, responsiveness is quick and customer friendly.

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

    Design SLM processes first, before designing and implementing other service processes.

    What do you like most about the product or service?

    TOPdesk is stable and intuitive, knowledge of TOPdesk employees is excellent, respond very fast, and customer friendly

    What do you dislike most about the product?

    We wish to have more insight in roadmap TOPdesk

    What one thing do you wish the vendor did differently?

    We wish to have more insight in roadmap TOPdesk

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

    Design SLM processes first, before designing and implementing other service processes.

    Product capabilities - overall comment

    There is always some room for improvement, good cooperation between TOPdesk and the customers define the quality of the product


  • 5 out of 5.0, Reviewed

    Product(s): TOPdesk

    Great product, easy to use, great support and after sales

    Overall Comment

    Performance of the SaaS solution is not always on par. Improvements can be made.

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

    Just do it!

    What do you like most about the product or service?

    Easy to use for our customers

    What do you dislike most about the product?

    poor availability

    What one thing do you wish the vendor did differently?

    Improve web performace and availability

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

    implement more modules at start


Show More Reviews

Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(19)
4.2

Ability to understand your organization's needs

(22)
4.6

Timely and complete response to product questions

(22)
4.7

Pricing and contract flexibility (pricing and terms)

(19)
4.4
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(23)
4.4

How long did your deployment take?

0 - 3 months (<3)

3 - 6 months (<6)

6 - 9 months (<9)


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

(12)
4.3

Ease of integration using standard APIs and tools

(18)
4.1

Quality and availability of end-user training

(19)
4.5

Ease of deployment

(23)
4.5
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(23)
4.7

Did you purchase a support package from the vendor?

Yes

No

I’m unsure


Timeliness of vendor's response

(20)
4.5

Quality of technical support

(21)
4.9

Quality of peer user community

(16)
3.9
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(23)
4.5

Incident and Problem Management

(23)
4.7

Change, Configuration and Release

(21)
4.3

Self-Service/Request Fulfillment

(21)
4.5

IT Knowledge Management

(20)
4.3

Reporting and SLA Management

(20)
4.0

Process and Workflow Design

(19)
4.5

Data Source/ITOM Tool Integration

(22)
4.1
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Functional Assessment

Maintenance and Support

Rollout and Install

User Training

Application Lead

Development/Integration

Technical Assessment

Vendor/Product Selection

Vendor Management

Executive Sponsor

Other...


What other vendors were considered?

ServiceNow

TOPdesk

Microsoft

Atlassian

Heat Software

Hewlett Packard Enterprise

LANDESK

Axios

BMC Software

Cherwell Software

Hornbill

IBM

ManageEngine

SolarWinds

Omnitracker

OTRS Group

Serena Software

SysAid

TeamDynamix

Zendesk

Other...


Why did you purchase an IT Service Support Management Tool?

Create internal/operational efficiencies

Improve customer relations/service

Improve business process outcomes

Improve business process agility

Drive innovation

Cost management

Improve compliance and risk management

Improve supplier or partner relations

Drive revenue growth

Enhance decision making

Reduce time to market

Other...


What were the key factors that drove your decision?

Product functionality and performance

Strong services expertise

Overall cost

Breadth of services

Strong customer focus

Product roadmap and future vision

Strong consulting partnership

Financial/organizational viability

Pre-existing relationships

Strong user community