What users are saying about
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Top Rated
264 Ratings
TOPdesk
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Top Rated
264 Ratings
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Based on 264 reviews and ratings
Likelihood to Recommend
TOPdesk
If you work with the standard ITIL processes, TOPdesk meets everything.
If you want to configure and organize everything yourself, TOPdesk does not meet your wishes.
Easy to link to third party applications.
Linking TOPdesk environment of customers and / or suppliers (Collaboration Center).
See also my use case how we use TOPdesk.
Application administrator
NOSBroadcast Media, 1001-5000 employees
Feature Rating Comparison
Incident and problem management
TOPdesk
8.0
Organize and prioritize service tickets
TOPdesk
8.6
Expert directory
TOPdesk
7.1
Service restoration
TOPdesk
7.9
Self-service tools
TOPdesk
8.7
Subscription-based notifications
TOPdesk
8.0
ITSM collaboration and documentation
TOPdesk
8.2
ITSM reports and dashboards
TOPdesk
7.4
ITSM asset management
TOPdesk
7.7
Configuration mangement
TOPdesk
7.6
Asset management dashboard
TOPdesk
7.1
Policy and contract enforcement
TOPdesk
8.3
Change management
TOPdesk
7.4
Change requests repository
TOPdesk
7.6
Change calendar
TOPdesk
6.9
Service-level management
TOPdesk
7.6
Pros
TOPdesk
- They are making good progress in developing API's for communication with other apps which is becoming more and more important. Also the development of a collaboration platform for easy connecting to other/customer (TOPdesk) systems is a positive move.
- In our company we will build a extensive API configuration to communicate with MS Dynamics and we already have several connections with customers that gives a better user experience.
- The events and actions module gives extra power to the system to overcome some limitations or automate manual actions.
- We use this option for a lot of different activities. One is for a notification when a certificate or application license is almost expired but there are a lot more applications for this function.
- Technical support department performs nicely and in a professional way.
Operation manager
Simac IT NLComputer Networking, 1001-5000 employees
Cons
TOPdesk
- Modeling more complicated workflows is difficult and could need the support of a consultant
- Graphical output of Topdesk is very limited. Users mainly will rely on Excel as reporting tool, except for some basic graphs that are provided in your dashboard by Topdesk itself.
Transition Manager
Fujifilm Europe B.V.Chemicals, 1001-5000 employees
Likelihood to Renew
TOPdesk
TOPdesk 8.2
Based on 33 answers
We only recently converted to the SAAS version of TOPdesk, for the simple reason that this version is more expensive than the old on-premise version that we had been using in the year before.The advantages of this SAAS version are clear though: no problems anymore with updates or servers that fail. I am convinced that we will stick with TOPdesk in years to come.
Network System Administrator
AidsfondsNon-profit Organization Management, 51-200 employees
Usability
TOPdesk
TOPdesk 8.6
Based on 22 answers
Sometimes I think some things are hard to find. I often do not know if I have to search in Settings or in Modules. In some cases the user has to do a lot of clicks for example to link a key to a user. Something could work a little smarter.
Applicatie beheerder
FPC de Rooyse WisselHospital & Health Care, 501-1000 employees
Reliability and Availability
TOPdesk
TOPdesk 8.9
Based on 6 answers
Like I said somewhere else in this review: the helpdesk of TOPdesk is top of the bill! In the Netherlands, that is. I can not plea for the helpdesks in other countries, but I guess the TOPdesk organization will make sure the quality of the helpdesk is the same in every country.
Network System Administrator
AidsfondsNon-profit Organization Management, 51-200 employees
Performance
TOPdesk
TOPdesk 8.1
Based on 6 answers
Although being a SAAS solution, TOPdesk performs pretty fast. One can imagine that any SAAS solution is slow or has hiccups, but we have not experienced such with TOPdesk. Pages load quickly, logging in goes smoothly.We have made reports on premise in the past - that always took some time, as you might expect with such complex tasks. It seems that in the SAAS solution TOPdesk somehow has managed to make it even faster!
Network System Administrator
AidsfondsNon-profit Organization Management, 51-200 employees
Support Rating
TOPdesk
TOPdesk 9.0
Based on 126 answers
TOPdesk support is TOPnotch. The support engineers and setup people we encountered during our setup phase were knowledgeable and experienced with the design and setup of the optimum TOPdesk based on our requests, and were able to help us avoid snags that we would have otherwise encountered based on our unique setup. Requests since the initial setup period have been met with quick, easy to follow instructions to resolve the issues.

Verified User
Analyst in Information Technology
Education Management Company, 11-50 employeesIn-Person Training
TOPdesk
TOPdesk 7.3
Based on 1 answer
The training was short but effective. 1 day to train key users
Informationmanagement in public health
Stichting Informatie Voorziening ZorgHospital & Health Care, 1-10 employees
Online Training
TOPdesk
TOPdesk 6.4
Based on 1 answer
Simple training, Just to know the basics
System Engineer
Egency B.V.Information Technology and Services, 11-50 employees
Implementation Rating
TOPdesk
TOPdesk 7.3
Based on 12 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.
Senior Manager IT Infrastructure
NGK Spark Plug Europe GmbHAutomotive, 201-500 employees
Alternatives Considered
TOPdesk
Speaking only to our specific implementation of Heat, which admittedly we did not put much effort into improving over time, we have noticed far better usability in every respect from hands-on ticket remediation all the way through to back-end system maintenance. Implementation was a significant exercise which required a great deal of planning and evaluation of our existing processes, but in spite of this “pain”, it was necessary to move from where we were to start down the path toward where we wanted to be.

Verified User
Professional in Information Technology
Higher Education Company, 501-1000 employeesScalability
TOPdesk
TOPdesk 7.8
Based on 6 answers
We have not yet much experience for scalability. There are some good features to make TOPdesk more scalable, for example the value mapping as part of action sequences.

Verified User
Professional in Customer Service
Information Technology and Services Company, 51-200 employeesReturn on Investment
TOPdesk
- We have been able to provide a more streamlined experience for staff and students when raising issues
- We have been able to replace 3 previous separate systems with TOPdesk and are looking to replace a 4th in the near future by using some of the TOPdesk features
- We have had to use quite a bit of staff time to configure and support TOPdesk which was not expected. Ideally it requires someone with dedicated time to administer which we did not take into account when implementing
Applications Infrastructure Manager
University of WinchesterHigher Education, 501-1000 employees
Pricing Details
TOPdesk
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
Rating Summary
Likelihood to Recommend
TOPdesk
8.4
Likelihood to Renew
TOPdesk
8.2
Usability
TOPdesk
8.6
Reliability and Availability
TOPdesk
8.9
Performance
TOPdesk
8.1
Support Rating
TOPdesk
9.0
In-Person Training
TOPdesk
7.3
Online Training
TOPdesk
6.4
Implementation Rating
TOPdesk
7.3
Scalability
TOPdesk
7.8