TOPdesk is TOPs in the field of Helpdesk/Knowledge Base systems.
The ECNO Shared Technology Services team uses TOPdesk as a one-stop ticket management and queue system for both our internal processes via …
TOPdesk
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TOPdesk
Overview
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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Top Rated
2023
Popular Features
View all 13 features- Organize and prioritize service tickets (139)9.191%
- Configuration mangement (109)8.888%
- Self-service tools (128)8.484%
- ITSM reports and dashboards (113)8.282%
Reviewer Pros & Cons
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- The ability to reply to emails to update tickets, both as the person making the support request and as the person working on the support request, make...
- The initial setup curve is very high, with it being strongly recommended that you involve the company in the design and setup phases to be able to get...
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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.
Entry-level set up fee?
- Setup fee optional
For the latest information on pricing, visithttp://www.topdesk.com/us/pricing
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is TOPdesk?
Excellent service management made easy
TOPdesk is a service management solution that aims to help users improve customer communication, manage workflows and keep track of assets. According to the vendor, the software is simple and attractive, making it pleasant to use and quick to adopt. On-premises and SaaS deployments are available.
4 key differentiators:
1. Easy to use, quick to set up
2. Suitable for IT, FM or HR.
3. Seamless integrations with other packages.
4. Guaranteed service excellence.
5.Attractive and flexible licensing model TOPdesk has 20+ years experience in helping 5000+ organizations worldwide deliver the best service.
1. Easy to use, quick to set up
2. Suitable for IT, FM or HR.
3. Seamless integrations with other packages.
4. Guaranteed service excellence.
5.Attractive and flexible licensing model TOPdesk has 20+ years experience in helping 5000+ organizations worldwide deliver the best service.
TOPdesk Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Expert directory
- Supported: Service restoration
- Supported: Self-service tools
- Supported: Subscription-based notifications
- Supported: ITSM collaboration and documentation
- Supported: ITSM reports and dashboards
ITSM asset management Features
- Supported: Configuration mangement
- Supported: Asset management dashboard
- Supported: Policy and contract enforcement
Change management Features
- Supported: Change requests repository
- Supported: Change calendar
- Supported: Service-level management
Additional Features
- Supported: Resource Plan Board
- Supported: Operations Management
- Supported: Open API
- Supported: Integrations Market Place
- Supported: Reservations Management
TOPdesk Video
The Total Economic Impact™ Of TOPdesk Enterprise is an October 2016 commissioned study conducted by Forrester Consulting on behalf of TOPdesk.
TOPdesk Integrations
- Snow License Manager
- QlikView
- Qlik Sense
- Lansweeper
- Nagios Core
- The Okta Identity Cloud
- Microsoft Azure
- OneLogin by One Identity
- Microsoft System Center
- Microsoft BI (MSBI)
- Microsoft Dynamics 365 Business Central
- Skype for Business, now part of Microsoft Teams
- Microsoft Dynamics 365
- BeyondTrust Remote Support (formerly Bomgar)
- Microsoft System Center Configuration Manager (SCCM)
- Ivanti IT Asset Management Suite (formerly LANDESK IT Asset Management Suite)
- Ivanti Endpoint Manager (formerly LANDESK Management Suite)
- RES Service Automation
- Microsoft Active Directory
- UMRA Access & Identity Management
- Mavim Rules
- ISM
TOPdesk Competitors
- ServiceNow IT Service Management
- Planon Universe
- Cherwell Service Management
- Freshdesk
- SysAid
- Ivanti Neurons for ITSM
- Jira Service Management
- Solarwinds Service Desk (formerly Samanage)
TOPdesk Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows, Linux |
| Mobile Application | Apple iOS, Android, Windows Phone, Mobile Web |
| Supported Countries | Global |
| Supported Languages | English, Spanish, German, French, Portuguese, Dutch, Danish, Swedish, Hungarian, Italian, Polish, Norwegian |
Frequently Asked Questions
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.
ServiceNow IT Service Management, Planon Universe, and Cherwell Service Management are common alternatives for TOPdesk.
Reviewers rate Expert directory highest, with a score of 9.3.
The most common users of TOPdesk are from Mid-sized Companies (51-1,000 employees).
TOPdesk Customer Size Distribution
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 5% |
| Mid-Size Companies (51-500 employees) | 55% |
| Enterprises (more than 500 employees) | 40% |
Comparisons
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Reviews and Ratings
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December 22, 2022
TOPdesk is TOPs in the field of Helpdesk/Knowledge Base systems.
The ECNO Shared Technology Services team uses TOPdesk as a one-stop ticket management and queue system for both our internal processes via Change Management, and for our external clients at 33 different school boards to enter support requests for our products and services. It provides both real-time monitoring of our current support requests shared between a team of 3 remote technicians, and allows historical data to be stored and accessed by both our clients and internal teams.
- TOPdesk provides easy to customize reports based on user or organization designed selections, allowing the data stored inside the helpdesk solution to be extracted, analyzed, and acted upon. Using simple visual queries, any user is able to build data extracts on the fly
- Importation of data is easy to arrange and insert into the system. From existing support requests to a customer knowledge database, the data can be imported once, or as part of a constantly updating system for user changes, asset management, or user-facing data.
- The ability to reply to emails to update tickets, both as the person making the support request and as the person working on the support request, makes it much easier to keep everyone informed as to the progress of the tickets and the eventual resolution.
- The initial setup curve is very high, with it being strongly recommended that you involve the company in the design and setup phases to be able to get the most out of the program. The complexity of the setup is more than offset by the functionality of the product.
December 19, 2022
TOPdesk: TOPproduct, TOPservice
TOPdesk is used almost across the whole organization. But also our customers have access to it. TOPdesk is used by customers and our internal user for filing Incidents and Changes. My department is using is to support customers and internal users, but also for planning and registering hardware. Currently, we have approximately 20 TOPdesk operators. For our customers, we also have planned reports for SLA reports.
- Support by TOPdesk is excellent. Until now, we didn't have any issues when support was requested.
- The latest version supports ADFS/SAML authentication. In the former version, this was an add-on you should buy.
- Continues development of the product bearing in mind the user's input.
- Copy and paste functionality of pictures.
- Approval by "managers" of simple changes. Currently, only Extensive Change has this functionality.
- Rich text formatting in Change Management module.
- Rating of Changes, currently only a rating of an incident can be used.
- No Training
No
December 14, 2022
Top of the charts with TOPdesk
We use it daily for support requests and tracking technical challenges. It's a tool we use for asset management with API calls to Microsoft Intune, Google Admin for inventorying daily all Computer, Chromebook and iPad usage and information. We were in desperate need of a useful, secure Asset management software as well as a new helpdesk tool and this has been the best of both worlds. I was part of the team assessing the product and couldn't imagine daily work life with out it now.
- Helpdesk Portal - One stop shop
- Asset management - Asset's are assigned to persons in our org - east to track with timely info.
- Knowledge base articles solve the problems sometimes before they can become helpdesk tickets.
- I'd love to see location maps - Where are the assets? Tag assets to physical locations on a map.
- Online Training
- In-Person Training
No
December 13, 2022
TOPdesk advanced but easy to use program
TOPdesk is used by the ICT department as a back office tool at Coloriginz.
- Friendly and simple user interface
- Easy incident management
- HRM module - the intake procedure could be better. To make your own intake procedure is complicated.
December 13, 2022
Great features and usability
TOPdesk is used by the entire organization to record, manage, and track incidents. It is used internally for (e.g.) IT and Facility Management, but we also record all questions and incidents from citizens. TOPdesk lets us track every call from start to end and lets us easily collaborate across all departments. Besides incident tracking we also use TOPdesk for problem and change management.
The Self Service portal provide our employees with a up to date knowledgebase and a quick way to create tickets and ask questions.
The Self Service portal provide our employees with a up to date knowledgebase and a quick way to create tickets and ask questions.
- It is very easy to use. Explaining it to a new user takes 15 minutes at most.
- The great API features make integrating other applications a piece of cake.
- Modular build, and easily customizable, so you only see what you use.
- Fast and reliable.
- Its mobile usability could be better. Simple features are missing, like adding photos to an existing call.
- The self-service portal should be a little bit more customizable.
November 03, 2022
TOP(desk) shelf product and service!
We use TopDesk as our self serve portal for help desk support tickets to assist 30+ school boards within Ontario. We also use it for our Asset management, our assets consist of software.
- Keeps our Assets organized
- Email notifications
- Ticket organization
- It can be difficult to find settings or options
- The GUI isn't very intuitive
October 25, 2022
TOPdesk Review -- 10 years of TOPdesk
We use TOPdesk for incident, change and asset management internally and also for our B2B customer base. It gives us a central location to manage our global customer's issues and needs, and provides a simple way to delegate and track workflow. Additionally, the data we are able to report on allows us to pinpoint areas of improvement.
- Versatility. The ability to customize the interface.
- The ability to customize workflows for Incident and Change management is the best I have seen.
- The ability to segregate customer groups and manage them in one instance of TOPdesk is great.
- Would love to see stronger Self Service functionality, such as AI.
- Would like to see TOPdesk further embrace customer management of the platform.
- This is a bit more subjective: The interface continues to improve, but I would like to see it be a bit more intuitive.
June 14, 2022
TOPdesk as single tool to service the organization!
We are using Topdesk as a service management tool to support the organization and to have one tool where the IT department can do all administrative work.
- Single source of data for administrative purposes
- Quick tickets are real time savers!
- Simple sequential workflows are very handy
- Improved WYSIWYG editor, still not perfect
- Complex flows are not always possible
- Limited design options for knowledge items and the self service portal
June 01, 2022
TOPdesk: a movement of service.
It's used by a department. It's used for incident management for our external customers for incidents in the industry related to software, process, and hardware.
- Fast to address incidents, reported by telephone
- Fast tool to get information about customers
- Modular, so we started with only incident management, but now we have change management, operations management, and object management
- Fast replies of questions.
- In the SSP it is not possible for our customers to get an export of their own incidents in, for example, Excel.
- Email notification of incidents in the organization, For example, to client managers at our site and customer site.
- Integration with other tools like Power BI, report manager.
- no training
Yes
Very smoothly, no problems occured, didn't need the support of TOPdesk
May 30, 2022
TOPdesk Review
We use it for logging incidents, questions, problems, and operational tasks. The departments that use TOPdesk are IT, central helpdesk, HR, Finance, Communications, Innovations, Healthcare administration, and some project groups. Except for the Facilities department, they use another application for their work called Wish. All healthcare personnel within our organization are authorized to use our self-service portal.
- Service
- Saas
- Easy to manage
- Innovation
- Personalization
- No Training
Yes
We migrated our Configuration management to the new Asset management module.
May 29, 2022
The better professional helpdesk system
All members of the ICT and the facility service department use TOPdesk for administrating questions of users, follow up these questions and communicate the solution to this questions. Also as head of the ICT and facility service department, I can follow the performance of our departments. All reciprocal tasks are administrated, controlled and checked for execution by TOPdesk
- Users have access to a very easy to use helpdesk system
- Support desk employees have a full overview of all outstanding and open calls
- As a manager, you have several tools to overview the performance of your department
- TOPdesk is definitely not the cheapest helpdesk tool
- TOPdesk is not a tool for building a complete document library
- No Training
No
We are using TOPdesk as a replacement for an older ITSM platform, primarily in the IT department. We're using it primarily for incident management, change management, asset management, contract management, knowledge management, as well as a Self Service Portal. We're able to transform many of our paper form-based processes to digital versions, while also having MUCH better approval and request routing control than before.
A few of the big improvements that we've been able to make are:
- Digitally transforming the organization's employee off-boarding process from one of calling around two dozen offices to one of all needed departments being notified electronically.
- Allowing end-users to administer digital assets that would normally require contacting the IT Help Desk for servicing.
- Automating many requests to free up operators' time.
A few of the big improvements that we've been able to make are:
- Digitally transforming the organization's employee off-boarding process from one of calling around two dozen offices to one of all needed departments being notified electronically.
- Allowing end-users to administer digital assets that would normally require contacting the IT Help Desk for servicing.
- Automating many requests to free up operators' time.
- 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.
- For the forms that are available in the Self-Service Portal, a good improvement is to be able to validate user input so that it conforms to any required parameters. As of now, a request can be validated after submission via workflow, then rejected if needed.
- A few of the modules do not have an accompanying API. This has made some integration and automation processes not possible.
- Some customers may need to use an external process, such as Powershell or Python, to accomplish some automation needs.
May 26, 2022
good program - needs a few tweaks
TOPdesk is currently being used by our Facilities Operations and Project Management teams. It is helping us streamline operational and planning issues and giving us one platform to assist in maintaining project-related information for buildings, and then ongoing maintenance.
- Ease of logging issues.
- Each user can customize their view.
- Target dates and time make it easy to sort.
- Being able to sort on multiple columns (i.e. new work orders by target date).
- Reporting is very complicated to create and export.
- Getting this system to talk to other systems for information sharing continues to have disconnects.
May 24, 2022
Review TOPdesk SaaS
A few departments use TOpdesk, we want more departments to use TOPdesk in the future. We address ICT problems and customer problems [with TOPdesk].
- incident management
- change management
- KPI
- attachments
- workflow incident management
- FAQ
- Queries
April 08, 2022
Happy with TOPdesk
Score 8 out of 10
Vetted Review
Verified User
We use TOPdesk to record all our incidents in the IT department. We also record who, what has hardware, and what problems there are with this.
- Clear
- Fast input
- Mail import possible
- Reporting options
February 07, 2022
Great Company with good knowledge about servicemanagement
Score 8 out of 10
Vetted Review
Verified User
We use TOPdesk as the self-service portal for our employees. For instance, we use it for change management, incident management, and reservation management. With the implementation of TOPdesk, we are able to structure the workload for our application managers.
- Service and self-service are top priorities for our business, TOPdesk fits perfectly with this
- The modular structure of TOPdesk helps to set up the application to our wishes
- The user interface is easy to understand for every employee
- further development of the module Workplace reservation
- The module New Asset management will eventually replace the module configuration management but needs further development
December 11, 2021
4 Month in Review of TOPdesk!
We are still in the middle of implementing everything we want to in TOPdesk, but we use it for IT ticket tracking, asset tracking (computers, printers, etc), and as a time tracking tool for our IT staff. We needed a way for each of our multiple office locations and remote employees to be able to submit tickets and for the IT team to keep track of them. Also, the branch managers wanted to be able to see reports of what was happening in their branches.
- Ticket creation and tracking
- Very versatile in its setup
- Love how tickets can be related to a Kanban board.
- Difficult to setup because it is so versatile
- Better custom mapping abilities for tickets to Kanban board categories
- More Kanban custom categories
- Difficult for users to reset their own passwords
December 05, 2021
TOPdesk: At the TOP of the Game
When our previous ticketing system reached its end of life, we determined that the Facilities and Information Technology departments would benefit from an enterprise system that would allow us to share tickets between our departments. Every step of the way, TOPdesk has exceeded our expectations. The tools it provides are powerful and solve real problems with ease. Implementation was straightforward and well-supported, and they are always available with questions and solutions afterward. In addition, their philosophy and customer service solutions have helped our departments improve our service and focus more clearly on our goals together.
- Customer-centric service
- Ticketing workflows
- Enterprise solutions
- Mobile app
- Supporting building of self-service portal
November 11, 2021
Very good fit for a global non-profit
TOPdesk is used across the entire organization to manage IT incident and service request tickets. It is also used to manage tickets for some of the building facilities departments.
- Simple to use
- Very reliable across the globe -- no response time complaints from Asia
- Language localization/translation so customers can see TOPdesk in their language preference
- Provide an option that prevents technicians (or operators) from being able to manually change ticket status, especially where an organization’s workflow strictly forbids it. For example, once a ticket status is set to in progress, a tech should not be able [to] manually change it back to new.
- Include the functionality that treats incidents and service requests as two different types of tickets with different workflows and requirements.
- Improve the problem management module. The menus, look & feel, options are very basic compared to ticket management.
- Improve the TOPdesk chat functionality or provide easy integration with popular chat programs.
November 09, 2021
Welcome to the modern age of the Help Desk.
We have recently moved from BMC Track-It! to TOPdesk for our Information Technology support tickets and change management needs. Other departments such as word processing and online learning also use TOPdesk to manage their work requests. We needed a modern solution to provide all levels of technical support to our users, as well as better visibility into our operations for our managers. We plan on rolling out the usage of TOPdesk for asset inventory, and we are using TOPdesk for supplying our end users with self-help and submitting their own trouble tickets via the web.
- Clear correspondence with our users.
- An easy to view list of past ad future change management items.
- An easy to navigate self help knowlegebase.
- The widgets are helpful, but being able to have separate ones for specific ticket types would be helpful.
- The ability to integrate into a departmental google calendar for change management would be helpful.
- Displaying dates in a short numeric format would save on screen real estate.
- This one is highest on my list - the ability to mass edit / assign tickets!
November 03, 2021
Automate and optimize IT services of your organization
Our organization has been using TOPdesk as a service management software to handle common issues and problems that our employees face. The intuitive self-service portal allows our employees to report any failures, request support, book resources, and order items. The portal also has a different interface for managers and operators where they can respond to support requests made by employees, add resources, manage visitors, and create a knowledge base to handle common problems automatically. Using TOPdesk in our organization has made our employees more productive and cheerful.
- TOPdesk is affordable and easy to use.
- It has helped us to respond and minimize workspace problems.
- It has allowed us to maximize employee productivity and satisfaction.
- Extensive documentation on API's for integration with third-party services.
- TOPdesk comes as a SAAS platform, so it cannot be hosted on a private server.
- Takes a lot of time to customize the system and train employees.
- Cannot be relied 100% for privacy of information.
November 02, 2021
TOPdesk has a lot of features but Help Desk is its strongest
We use TOPdesk for our front-line support Help Desk. All tickets come in from users via email, telephone, and chat. We are also utilizing the asset feature for inventory.
- TOPdesk has a great web interface that is always responsive.
- The tracking information is second to none. It has a field for everything.
- The integration with Azure AD is very easy to implement and work with.
- The requirement to fill out certain fields before a ticket can be closed can be cumbersome. This could be a requirement for some organizations though.
- The field mappings from Azure AD to user data could be a little more precise. Some of the fields just don't translate.
- When setting up the system to intake emails as trouble tickets, it can be tricky when people reply after a ticket is closed. It will create multiple tickets from this.
September 23, 2021
Works very closely with us to fit our specific needs
It is being used across most departments. We are doing ticket tracking (both request and problem reporting) for IT and accounting. We are keeping inventory and resource scheduling for all departments. It is also used for some project management.
- Self-service portal customization.
- Inventory.
- Ticket management.
- Scheduling view - shows at most a week at a time.
- Reporting - can't select all the data points we want to filter or sort by.
September 20, 2021
Looking for a new helpdesk friend, look to TOPdesk. They will be there when you need them.
We started using TOPdesk this year. We transitioned from Spiceworks to TOPdesk. TOPdesk is our IT ticketing system and asset management system. Currently, it is only used by the IT department. We do see a use for it with our HR and Building Services area that we hope to implement in the future. At the end of 2020, we determined we needed a new helpdesk system. The new system needed to be in the cloud, have an asset tracking module, and have good reporting. The system also had to be able to sync with Active Directory.
- Asset management.
- Ticket creation.
- Automation of processes.
- Reporting.
- My biggest issue is with the duplication of tickets and not being able to combine them.
- Our implementation could have gone better.
- It would be nice if the system could scan for assets and not rely on manual creation of assets.
Score 10 out of 10
Vetted Review
Verified User
TOPdesk is being used within our university to record and manage our student interactions. We use it primarily in our Student Services department but it is being used across all Faculties and in a number of other Professional Service Areas within the university.
This software allows us to see at a glance all the communications with a student and to understand their wider needs, be it that they have on-going technical issues with an element of their studies, an emerging mental health situation or that they have an issue in another way. It means that the student doesn't need to repeat themselves from team to team and also allows us to spot emerging issues sometimes before the student is aware of a problem.
This software allows us to see at a glance all the communications with a student and to understand their wider needs, be it that they have on-going technical issues with an element of their studies, an emerging mental health situation or that they have an issue in another way. It means that the student doesn't need to repeat themselves from team to team and also allows us to spot emerging issues sometimes before the student is aware of a problem.
- Extremely easy to configure and [customize] for our own needs.
- Outstanding customer support -always very friendly, knowledgeable and prompt to respond.
- Very versatile and can be adapted to suit a very diverse range of teams - it's not just for IT!
- The self-service portal works well but is not as customizable as it could be.
- The 'out of the box' nature of the product makes it very easy to configure but this can sometimes lead you down a path that you don't always want to follow. However the benefits vastly outweigh the negatives.