TOPdesk

Score8.3 out of 10

477 Reviews and Ratings

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TOPdesk

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What is TOPdesk?

TOPdesk is the flagship highly-modular cloud-based or installed ITSM service desk and asset management solution from the Dutch company of the same name, for enterprise companies.

Categories & Use Cases

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Screenshot of TOPdesk asset management overview

Screenshot of TOPdesk asset management dashboard

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Screenshot of TOPdesk plan board

Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.9
Change requests repository
Single repository of all planned changes and releases
Category average: 8.5
Configuration mangement
Database for tracking and reporting all business assets
Category average: 8.4

Policy and contract enforcement
Ensuring that requesters have eligibility before fullfullment
Category average: 7.6
Change calendar
Calendar showing change schedule to stakeholders
Category average: 7.9
ITSM reports and dashboards
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
Category average: 7.9

Most Frequent Users

Top 3 industries using TOPdesk.

Based on HG Insights installation data

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#1 most frequent

Professional, Scientific, and Technical Services

16.6%

706 installations of 4,262

#2 most frequent

Public Administration

10.7%

455 installations of 4,262

#3 most frequent

Health Care and Social Assistance

9.7%

413 installations of 4,262

“We use TOPdesk for incident management for IT, requests for IT, BI . Problem management, Change Advisory Board, and CMBD.”
— Information Management, Noordwest Ziekenhuis

Pros

Robust ticket management capabilities
Effective knowledge base for information sharing
Structured change management processes

Cons

Practitioner-facing interface lacks clarity and organization
Usability challenges for daily tasks
Specific workflow limitations within ticket management

Jolanda Bucking

Information Management in Information Technology at Noordwest Ziekenhuis (5001-10,000 employees employees)

Use Cases and Deployment Scope

We use TOPdesk for incident management for IT, requests for IT, BI . Problem management, Change Advisory Board, and CMBD.

Pros

Administration for incidents
Possibility for making your own dashboards
Collaboration between solution groups

Cons

Showing the most asked questions for users
Routing the user to the place they need to register the issue

Return on Investment

More selfservice
collaboration

Other Software Used

Microsoft 365 Copilot

Usability

Priscilla Erkelens

Functional Manager at Gemeente Epe (201-500 employees employees)

Use Cases and Deployment Scope

We use TOPdesk as a notification system. We have been using TOPdesk for a long time and are very satisfied with it. It is very user-friendly and the service from TOPdesk itself is TOP. The energy that is put into new customers but certainly also to the existing customers is really fantastic. Hope to be able to use these services for a long time to come.

Wij gebruiken TOPdesk als meldingensysteem. We maken al heel lang gebruik van TOPdesk en zijn er zeer tevreden over. Het is zeer gebruiksvriendelijk en de service vanuit TOPdesk zelf is TOP. De energie die gestoken wordt in nieuwe klanten maar zeker ook naar de bestaande klanten is echt fantastisch. Hoop nog heel lang gebruik te kunnen maken van deze diensten.

Pros

Customer service
Customer loyalty
Job satisfaction
Klantenservice
Klantenbinding
Werkplezier

Cons

Rich text everywhere
AI

Return on Investment

More self service

Sudhier Nannan View profile

IT Consultant in Information Technology at Meander Medisch Centrum (1001-5000 employees employees)

Use Cases and Deployment Scope

TOPdesk is mostly used by my customers within several market types like Health, IT, Telecom. The last couple of years I’ve seen the struggle that most health organizations have with their service management processes. Using a TOPdesk configuration that actually works effectively in relation to the organization processes. Most of the health organizations I’ve seen do not take the time to determine their SR needs and just start with a TOPdesk configuration and don’t evaluate enough to adjust their processes.

Pros

Knowlegde items are greate
Overall TOPdesk as Servicemanagement tool

Cons

Motivate customers to not just start but do an indekt analysis which might take more time but in the long run is much more efficient for the organisation
Continiously check with customers to see how they are developing

Return on Investment

Organisation is getting used to fixed TOPdesk relaxed processes

Alternatives Considered

Jira Service Management, ServiceNow DevOps and YouTrack

Other Software Used

Jira Service Management, YouTrack

Verified User

Engineer in Information Technology (51-200 employees employees)

Use Cases and Deployment Scope

It's our main ticketing and time registration tool for the helpdesk. It was very customizable to our needs which we appreciated a lot since we had 1st, 2nd, 3rd line support and a separate offsite helpdesk team as well. With the templates and saved messages we could escalate tickets very easily and this saved us a lot of time. We could easily make a new project and start booking time on it and afterwords used some reporting to report it to management. Would recommend it to anyone looking for a tool that just works and does what it needs to do.

Pros

Customization
Project management
Ticketing flow
Time registration

Cons

Out of the box experience might be too basic for some advanced users

Return on Investment

Cost saving with all of the features TOPdesk has provided
Vastly improved efficiency compared to our previous tool (over 30%)
Much faster resolution and response times to our end users

Alternatives Considered

Cherwell Service Management (discontinued) and Freshservice

Other Software Used

Lansweeper, Cherwell Service Management (discontinued), Adobe Acrobat, Adobe Premiere Pro, Adobe After Effects, Adobe PhotoShop, Adobe Illustrator CC, Adobe Dreamweaver, Adobe InDesign, Pulseway

Usability

Verified User

Team Lead (1001-5000 employees employees)

Use Cases and Deployment Scope

I use TOPdesk as both a ticket management and asset management system. The problem is that we only have two Functioneel Beheerders at ICT for this application, and they have only limited knowledge. There is no focus on building it bigger and better. I would like the organization to focus on the TOPdesk Selfserviceportal, on how people submit their questions or problems. Not by e-mail.

Pros

How to register a ticket.
How to register a change.
Single Sign On.

Cons

More options in my request to filter, like date, sub categories, etc.
Parent child relegations and how you want it to view.
AI tool in Selfserviceportal.

Return on Investment

One place for tickets.
Prioritizing
SLA

Alternatives Considered

Planon Universe for Corporate Real Estate and Facility Managers

Other Software Used

Planon Universe for Corporate Real Estate and Facility Managers

TOPdesk

What is TOPdesk?

Categories & Use Cases

Media

TOPdesk Key Features

Top Performing Features

Organize and prioritize service tickets

Change requests repository

Configuration mangement

Areas for Improvement

Policy and contract enforcement

Change calendar

ITSM reports and dashboards

Who Buys & Uses TOPdesk

Most Frequent Users

Professional, Scientific, and Technical Services

Public Administration

Health Care and Social Assistance

Most Frequent Users

Small Businesses

Mid-sized Companies

Enterprises

Most Frequent Users

Netherlands

Brazil

Belgium

Most Frequent Users

IT

Engineering

Customer Success

TOPdesk Reviews

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Other Software Used

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Use Cases and Deployment Scope

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Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

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Other Software Used

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Use Cases and Deployment Scope

Pros

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Alternatives Considered

Other Software Used

TOPdesk Alternatives