Functional Engineer working for 7 years with TOPdesk
April 28, 2025

Functional Engineer working for 7 years with TOPdesk

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

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.

Pros

  • TOPdesk's UI is pretty intuitive. Its often not needed to explain colleagues new functionalities as they are self-explaining.
  • TOPdesk is visually cleaner compared to interfaces of other ITSM tools
  • TOPdesk offers a lot of UI's that are easy to customize, like the home dashboard
  • TOPdesk support is really good. Once we notice we do not get an answer that works for us, the issue is escalated directly to a specialist on demand.

Cons

  • More options to check which Service Contract components are linked (to Organizations). For instance, to check which Service Windows are being used in Service Contracts to check if they are being used in multiple records.
  • More options for imports through the new import function. For most Organizations we do create SubOrganisations which we do import via the older .xml-method. Unfortunately we often do need TOPdesk consultants to adjust these imports.
  • Validation. TOPdesk has to little options to verify data. It would be nice if we could compare certain processes with best practices or bad practices.
  • Access rights (Permissions) could be more specific. For example, to grant users Write access to parts of Organization cards instead of the entire card.
  • The TOPdesk Self Service Portal is a little less intuitive for customers as it is for Operators. Also is it visually al little less easy to use by default. As such we unfortunately have had an negative impact by implementing Self Service Portals. Which we do now offer via other applications.
  • API-connections do create great value for our customers, and for our colleagues as well. As automating certain processes often require big investments in time, energy and money. How longer it is being uses, the more ROI it creates. As such TOPdesk offers a lot of options for our clients who are satisfied by the current services and want to improve them.
TOPdesk is visually cleaner. Works more intuitive. And is more easy to customize.

Service Now has more options to inspect processes.
In general we are really satisfied on the support by TOPdesk. As an TOPdesk functional engineer I do often have to report high priority issues. It is easy to submit an issue by phone or via the Self Service Portal. And if an issue has high priority or not we are being helped almost directly. Communication is clear and content related. They only point to improve is that it is not visible which Operator is working on our ticket. This is only clear once there is a conversation by phone. Also not all information published by its operators, which is unfortunate sometimes.
I personally do have way more experience with TOPdesk than i do have with other ITSM tools.

Do you think TOPdesk delivers good value for the price?

Yes

Are you happy with TOPdesk's feature set?

Yes

Did TOPdesk live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of TOPdesk go as expected?

I wasn't involved with the implementation phase

Would you buy TOPdesk again?

Yes

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.

TOPdesk Feature Ratings

Incident and problem management
7.6
Organize and prioritize service tickets
9
Expert directory
7
Service restoration
8
Self-service tools
8
Subscription-based notifications
6
ITSM collaboration and documentation
8
ITSM reports and dashboards
7
ITSM asset management
7.3
Configuration mangement
7
Asset management dashboard
8
Policy and contract enforcement
7
Change management
8.0
Change requests repository
9
Service-level management
7

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