TOPdesk

TOPdesk is well suited for the medium-sized enterprise that wants to have a customizable solution for their service management. It is fairly scalable and intuitive to use. Some system administration is necessary, but minimal end-user training is needed. Every once in a while you find a limitation with a process where better automation is desired, but usually, those can be addressed by TOPdesk support services.

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Jeff Walters

Senior Director - IT Support Services

Kroenke Sports & EntertainmentSports, 1001-5000 employees

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Feature Rating Comparison

TOPdesk

7.4

Organize and prioritize service tickets

8.2

Expert directory

6.6

Service restoration

7.4

Self-service tools

8.0

Subscription-based notifications

7.4

ITSM collaboration and documentation

7.6

ITSM reports and dashboards

6.9

TOPdesk

7.1

Configuration mangement

7.1

Asset management dashboard

7.6

Policy and contract enforcement

6.7

TOPdesk

7.3

Change requests repository

7.8

Change calendar

6.9

Service-level management

7.1

Pros

Consulting approach to implementation
Ease of use
always on (Cloud)

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Peter Scantland

ICT Infrastructure Manager

Upper Grand District School BoardEducation Management, 1001-5000 employees

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Cons

Some features within the knowledge database could improve. Such as layout possibilities, inserting images (quite difficult), search possibilities (does not search for half words for example).
We would like to have more flexibility within the system. For example, we would like to be able to determine which items are obliged within the reservation module.
The possibility for more 'open' courses at TOPdesk would be nice. I would like to follow some courses, but most are for a team internally. I'm alas alone.

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Dana Matthes

Coördinator Servicedesk

ROC de LeijgraafInformation Services, 501-1000 employees

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Likelihood to Renew

TOPdesk8.2

Based on 5 answers

Fully satisfied so far with the product and the support.

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Karl Schuele

Senior Manager IT Infrastructure

NGK Spark Plug Europe GmbHAutomotive, 201-500 employees

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Usability

TOPdesk7.3

Based on 6 answers

Based on my short experience with TOPdesk, but long experience with Service-Now, I am very happy with the product.

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Karl Schuele

Senior Manager IT Infrastructure

NGK Spark Plug Europe GmbHAutomotive, 201-500 employees

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Support

TOPdesk8.5

Based on 84 answers

We never had much contact with the TopDesk support, and that's part of the Strength of the Software. There just was no need to contact them.I made 2 support calls the last 3 years, and those cases were solved immediately and professionally.

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Robin Boelen

Senior Systeembeheerder

Houweling HoldingWholesale, 51-200 employees

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Implementation

TOPdesk7.2

Based on 3 answers

SAAS implementation on our end could not be done by TOPdesk due to the fact that they do not offer it. Ask directly from the beginning for support from a SAAS specialist.

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Karl Schuele

Senior Manager IT Infrastructure

NGK Spark Plug Europe GmbHAutomotive, 201-500 employees

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Alternatives Considered

Both products are marketing driven products. This is not implemented in TOPdesk. The CRM function of Vtiger is better and we use also the project management tool from it.

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Ap Matteman

Sr. Network consultant / Adviseur

G & K Solutions / WiFi4allInformation Technology and Services, 11-50 employees

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Return on Investment

Managing the influx of issues and changes and TopDesk's ablity to connect to several data-sources is a true gamechanger. It allows our team and the team management to work more efficient, monitor team performance and above all, connect to our customers (the end users).
The self-service portal really helps us to reduce the amount of requests directed to the it-service-desk.
Workflows and change-management allow us to work more efficient and reduce human error.

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Niels Jan Bruggenkamp

Head of IT Infrastructure

KloosterboerLogistics and Supply Chain, 501-1000 employees

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Pricing Details

TOPdesk

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Optional

Additional Pricing Details

TOPdesk has a unique license model: - Modular: Select the modules you need and easily expand as your business grows - Saas or On premise - Unlimited number of assets. Successful asset management should not be dependent on the license of your product. - End users OR service agents based, whichever fits your situation best. If you are looking for flexibility in the number of agents for e.g. extra busy times of the year, the flexible end user license lets you add agents without any restrictions, no day passes needed.