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TOPdesk

Score8.4 out of 10

500 Reviews and Ratings

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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.

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Categories & Use Cases

Media

Screenshot of TOPdesk plan board
Screenshot of TOPdesk portal designer
Screenshot of TOPdesk service desk KPIs
Screenshot of TOPdesk asset management overview
Screenshot of TOPdesk call management
Screenshot of TOPdesk asset management dashboard

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Screenshot of TOPdesk plan board

TOPdesk Key Features

Learn about the best (and worst!) features TOPdesk has to offer, as determined by TrustRadius' reviewers.
Based on 500 ratings of TOPdesk's features
View all TOPdesk features

Top Performing Features

  • 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: 8.3

Areas for Improvement

  • ITSM collaboration and documentation

    Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

    Category average: 8.2

  • Change calendar

    Calendar showing change schedule to stakeholders

    Category average: 7.8

  • 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

Who Buys & Uses TOPdesk

TOPdesk Reviews

What users are saying about TOPdesk.
View all TOPdesk reviews

Pros

  • Effective Knowledge Base management
  • Streamlined Ticket Management
  • Structured Change Management processes

Cons

  • Outdated visual design and user interface
  • Complex usability for some basic tasks
  • Practitioner-facing interface lacks organization

TOPdesk is a great tool to work with and help the end user.

Incentivized
Christiaan Fousert
Application engineer in Information Technology at Gemeente Schiedam (501-1000 employees)

Use Cases and Deployment Scope

We use TOPdesk for our IT and Facility processes. We also use configuration management for IT, Facilities, and contract management. We used to have many ways to ask these teams for help, but now most people use the Self Service Portal. Work is getting done quicker and better, and our engineers know better what to do.

Pros

  • Great incident management.
  • Lots of possibilities with asset management.
  • Automation

Cons

  • More AI features in every package.
  • More free options in incident management.

Return on Investment

  • More incidents are being reported.
  • We can do more work in less time.
  • It increases the costumer satisfaction.

Great product for ITSM.

Incentivized
Bart Verbruggen
IT Service Manager in Information Technology at NRG PALLAS (1001-5000 employees)

Use Cases and Deployment Scope

We use it for ticketing. We have multiple departments in TOPdesk, with the two main departments being IT and FM. The tool helps us manage the workload and gives us insight into recurring problems. Because everything is logged and traceable, we can easily prove we follow our procedures during audits.

Pros

  • The tool is customizable, but not too customizable.
  • TOPdesk allows end users to access our knowledge base and complete request and incident forms via the SSP.

Cons

  • With all the new AI features, the tooling is getting quite expensive. Also, I think that the change management module should be included in the base subscription
  • There is a lot of documentation available for all the modules, but a 'basic' overview of how a module works for new colleagues is missing.

Return on Investment

  • We've moved further left by using the SSP more. But there is still a lot of room for improvement.

Unlock possibilities.

Incentivized
JP Hermanus
IT System administrator in Information Technology at HWW (1001-5000 employees)

Use Cases and Deployment Scope

We use Topdesk as a ticket-processing solution, along with the self-service portal. We also use it as an asset management database and for knowledge items.

Pros

  • Helps to keep al calls on target.
  • Helps with device management.
  • Helps with room reservations an planning.

Cons

  • JavaScript
  • SPFx on frontpage.

Return on Investment

  • Reduced phone calls to our ServiceDesk.
  • Better ticket volume control.
  • Better management on devices (users and utilities).

Alternatives Considered

ServiceNow Customer Service Management

Simple and good enough

Incentivized
Marian Mullers
Manager Application Services in Information Technology at Dura Vermeer (1001-5000 employees)

Use Cases and Deployment Scope

We use TOPdeskfor Iincidents, requests and changes with respect to IT, Car leasing, HR and Facility. So 4 departments use TOPdesk for internal question handling. IT uses TOPdesk for all ITIL processes

Pros

  • all ITIL processes are supported
  • basic reporting out of the box

Cons

  • some easy things are made complicated in TOPdesk
  • Serivce oriented organisations are not well supported
  • old fashioned look and feel

Return on Investment

  • create overview of incidents and problems within to organisation to focus on things that matter

Alternatives Considered

Xurrent

Service Management made easy

Incentivized
Dennis van Gils
Incident Manager in Customer Service at Prodware (1001-5000 employees)

Use Cases and Deployment Scope

We use TOPdesk for the incident management, change management and cmdb (asset management) for out internal organization and customers who use the services of our infra/cloud business unit. The customers who use development services use a different service management system.

Pros

  • The UI/UX design
  • Reliability
  • Blogposts and knowledge items in My TOPdesk

Cons

  • Releasing more frequent (small) improvements
  • Sharing more automation examples

Return on Investment

  • The servicedesk has a complete overview of the tickets that require action
  • The change management proces is well structured in TOPdesk

Alternatives Considered

Zendesk Talk, Zendesk Suite and Microsoft 365 Help Desk Ticketing System

Other Software Used

Microsoft Dynamics 365 Customer Service, Microsoft 365, Datto RMM, AvePoint Cloud Backup

Usability

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