What users are saying about

TOPdesk

Top Rated
207 Ratings

TOPdesk

Top Rated
207 Ratings
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Score 8 out of 101

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Likelihood to Recommend

TOPdesk

Well suited for Incident Management!!!Less suited for: For Change Management (simples changes) we miss the functionality that a "Manager" can approve a change from within the Self Service Portal.
Adrie Bergwerff profile photo

Feature Rating Comparison

Incident and problem management

TOPdesk
7.4
Organize and prioritize service tickets
TOPdesk
8.2
Expert directory
TOPdesk
6.6
Service restoration
TOPdesk
7.4
Self-service tools
TOPdesk
8.0
Subscription-based notifications
TOPdesk
7.4
ITSM collaboration and documentation
TOPdesk
7.6
ITSM reports and dashboards
TOPdesk
6.9

ITSM asset management

TOPdesk
7.2
Configuration mangement
TOPdesk
7.1
Asset management dashboard
TOPdesk
7.6
Policy and contract enforcement
TOPdesk
6.8

Change management

TOPdesk
7.3
Change requests repository
TOPdesk
7.9
Change calendar
TOPdesk
6.9
Service-level management
TOPdesk
7.1

Pros

  • Very good incident management tool. Within one year we will be using this for almost all our departments to manage their incidents and questions.
  • Good Change Management Tool. From the incident management module we can start change management for some issues with a nice workflow beyond it.
  • The Self Service Portal is for the users an archive for a lot of procedures, users can manage their own call, questions etc. And because we are gonna use TOPdesk for HRM and Payroll all our employees will have an account and we will all be speaking the same language.
Lode Bruyninckx profile photo

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.
Dana Matthes profile photo

Likelihood to Renew

TOPdesk8.2
Based on 4 answers
Fully satisfied so far with the product and the support.
Karl Schuele profile photo

Usability

TOPdesk7.3
Based on 6 answers
easy to use when all is setup right
Bart Wessels profile photo

Support

TOPdesk8.5
Based on 79 answers
TOPdesk offers great support. Questions and issues are picked up very promptly and handled by a highly expert staff. Promises are kept.
Robert van Geenen profile photo

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.
Karl Schuele profile photo

Alternatives Considered

TOPdesk is way more plain, organized and more user-friendly. Users can see in 1 eye contact what the status of their ticket is and what has been done. Also, the management side of TOPdesk is much more straight to the point. I think the design of TOPdesk makes it attractive as well wich automatically makes it easier to work with.
Rob Hoogeveen profile photo

Return on Investment

  • positive: overview status incidents in changes. Very important for ourselves and the business.
  • increased efficiency
  • implementing service levels to obtain measuring the KPIs from our SLAs.
Jean-Marie Adam profile photo

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.

TOPdesk More Information