What users are saying about
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Top Rated
290 Ratings
TOPdesk
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Top Rated
290 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.5 out of 100
Based on 290 reviews and ratings
Feature Set Ratings
Incident and problem management

8.1
TOPdesk
81%
Organize and prioritize service tickets

8.8
88%
140 Ratings
Expert directory

8.1
81%
89 Ratings
Service restoration

8.4
84%
90 Ratings
Self-service tools

8.1
81%
129 Ratings
Subscription-based notifications

7.5
75%
98 Ratings
ITSM collaboration and documentation

8.0
80%
107 Ratings
ITSM reports and dashboards

7.9
79%
114 Ratings
ITSM asset management

8.3
TOPdesk
83%
Configuration mangement

8.8
88%
109 Ratings
Asset management dashboard

8.2
82%
96 Ratings
Policy and contract enforcement

8.1
81%
78 Ratings
Change management

8.0
TOPdesk
80%
Change requests repository

8.0
80%
108 Ratings
Change calendar

7.6
76%
88 Ratings
Service-level management

8.5
85%
90 Ratings
Attribute Ratings
Likelihood to Recommend

8.6
TOPdesk
86%
140 Ratings
Likelihood to Renew

9.2
TOPdesk
92%
50 Ratings
Usability

8.9
TOPdesk
89%
24 Ratings
Availability

8.8
TOPdesk
88%
9 Ratings
Performance

8.2
TOPdesk
82%
9 Ratings
Support Rating

8.4
TOPdesk
84%
218 Ratings
In-Person Training

7.3
TOPdesk
73%
1 Rating
Online Training

6.4
TOPdesk
64%
1 Rating
Implementation Rating

6.9
TOPdesk
69%
17 Ratings
Product Scalability

8.5
TOPdesk
85%
8 Ratings
Likelihood to Recommend
TOPdesk
TOPdesk is best suited for mid-size and large-size organizations where employees can use a self-service portal to quickly find answers, report incidents, book resources, or call for support. It is not appropriate for enterprises and governmental organizations where the privacy of information is a must.
CEO
Curl LabsComputer Software, 51-200 employees
Pros
TOPdesk
- TOPdesk provides a clean and modern interface for all of its modules. Many of the modules have a similar look and feel, which makes it easy for users to utilize each one.
- Its workflow system allows administrators and developers to define what needs to occur when certain events happen. This can ensure that processes happen in the correct sequence.
- TOPdesk includes a vast API system to allow for external systems to integrate with it, and for TOPdesk to communicate with external systems.
Sr. Help Desk Technician
East Tennessee State UniversityHigher Education, 1001-5000 employees
Cons
TOPdesk
- Sometimes it is clunky to assign something to a specific person, unless you know the dept. that person is in.
- If your dashboards are not configured correctly, its very hard to find work assigned to you.
- The search function is only skin deep, unable to pull information on what was said in the ticket.

Verified User
Engineer in Information Technology
Education Management Company, 201-500 employeesPricing Details
TOPdesk
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
Starting Price
—Likelihood to Renew
TOPdesk
TOPdesk 9.2
Based on 50 answers
We have a multi-year contract and plan on keeping the database growing with our inventory. Techs are getting used to it and seem to like the ease of use and reliability of the cloud system. We have never seen it go down before and maintenance windows have been short and easy to work around.
Network Operations Manager
Presbyterian Church (U.S.A.)Religious Institutions, 501-1000 employees
Usability
TOPdesk
TOPdesk 8.9
Based on 24 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 8.8
Based on 9 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 8.2
Based on 9 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 8.4
Based on 218 answers
Support can be hit or miss. Sometimes response times are great and sometimes we have to continue to follow up to get answers. It appears that if the issue is hard or time consuming we get less assistance than if it is a quick fix.

Verified User
Manager in Finance and Accounting
Education Management Company, 501-1000 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 6.9
Based on 17 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
TOPdesk was picked as our new Helpdesk solution due to the Asset Management module and the ability to integrate to Active Directory. When we work with the product demo we enjoyed the way TOPdesk does its work flow. Just about any field in the system is customizable. I have found their knowledge base of the product to be well written and up-to-date.
Helpdesk Administrator
PCUSANon-profit Organization Management, 201-500 employees
Scalability
TOPdesk
TOPdesk 8.5
Based on 8 answers
In connection with invoicing the various companies and departments, we have split these up within td. This is easy to get arranged.

Verified User
Project Manager in Information Technology
Farming Company, 201-500 employeesReturn on Investment
TOPdesk
- The self-service portal has allowed us to shift left massively. Students can find the solutions themselves very often.
- It has allowed easier collaborative working between teams.
- We are more efficient as we do not have to ask the student to repeat their question and we can record everything necessary in the incident. This provides an improved student experience as well as improved staff efficiency.
Student Service Desk Manager
Anglia Ruskin UniversityHigher Education, 1001-5000 employees