TOPdesk

TOPdesk

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Score 8.4 out of 100
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TOPdesk

Overview

Recent Reviews

4 Month in Review of TOPdesk!

8 out of 10
December 11, 2021
We are still in the middle of implementing everything we want to in TOPdesk, but we use it for IT ticket tracking, asset tracking …
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TOPdesk: At the TOP of the Game

10 out of 10
December 05, 2021
When our previous ticketing system reached its end of life, we determined that the Facilities and Information Technology departments would …
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Reviewer Sentiment

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Awards

TrustRadius Award Top Rated 2022
TrustRadius Award Top Rated 2021
TrustRadius Best of Award, Best Of Customer Support 2021
TrustRadius Best of Award, Best Of Usability 2021

Popular Features

View all 13 features

Organize and prioritize service tickets (141)

8.8
88%

Configuration mangement (111)

8.7
87%

Self-service tools (130)

8.1
81%

ITSM reports and dashboards (115)

7.8
78%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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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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Features Scorecard

Incident and problem management

8.1
81%

ITSM asset management

8.3
83%

Change management

8.0
80%

Product Details

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.

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

TOPdesk Competitors

TOPdesk Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)5%
Mid-Size Companies (51-500 employees)55%
Enterprises (more than 500 employees)40%

TOPdesk Technical Details

Deployment TypesOn-premise, SaaS
Operating SystemsWindows, Linux
Mobile ApplicationApple iOS, Android, Windows Phone, Mobile Web
Supported CountriesGlobal
Supported LanguagesEnglish, Spanish, German, French, Portuguese, Dutch, Danish, Swedish, Hungarian, Italian, Polish, Norwegian

Comparisons

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Frequently Asked Questions

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.

What is TOPdesk's best feature?

Reviewers rate Organize and prioritize service tickets highest, with a score of 8.8.

Who uses TOPdesk?

The most common users of TOPdesk are from Mid-sized Companies (51-1,000 employees) and the Information Technology & Services industry.

Reviews

(1-25 of 141)
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April 08, 2022

Happy with TOPdesk

Peter van de Klundert | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
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
TOPdesk has been a good choice for us to monitor our incidents. Too much knowledge was in the heads of individuals and therefore difficult to access. By sharing our knowledge via TOPdesk, we have a better overview of the ongoing problems on IT matters, but we also share knowledge. The number of incidents can also be measured and it is no longer just a feeling. Our hardware and faults on it are now also transparent and measurable. For us, TOPdesk is great
The transition to TOPdesk was quick and simple. The setup was done by TOPdesk and with short manuals, we were able to get the software up and running quickly and without a consultant.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Incident management is excellent. It's less suited for modifications at the software site to get the interaction. Extern customers, instead of in-house.
Reacts very fast. If they didn't, they didn't charge a fee of the consultant.
it does the job well
  • no training
It is very scalable but not everything
Yes
Very smoothly, no problems occured, didn't need the support of TOPdesk
Score 9 out of 10
Vetted Review
Verified User
Review Source
TOPdesk is our primary incident management and change logging system. It is also our primary inventory of physical assets and products/services. We make use of the heavy API integrations of TOPdesk to automate change and incident creation with our systems. As an example, we have a TOPdesk API that parses email notifications from Cisco AMP to automatically create tickets for High/Critical alerts.
  • Everything is interconnected - you can easily get user/product/case data from anywhere.
  • Custom dashboard and widgets.
  • Strong API integrations.
  • Case templates/canned responses make creating/resolving cases take less busy work.
  • 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.
Any ITS department would benefit from considering TOPdesk. It is clunky, as I have said, but I've never seen a case management system that was not clunky. Its just so much data and so much work, I can't see how someone could make one that was easily intuitive while being as detailed. TOPdesk has a small learning curve, but once over that hump it works intuitively. The place I would hesitate to implement is with project management. It is great for tracking change or incidents, but use something like Team Dynamix for your projects.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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
Service and self-service are top priorities for our business. TOPdesk fits perfectly with this. The self-service part of the application, in particular, has developed considerably in recent years. The customer has a central position and can enrich his knowledge bij looking up articles. Suggestions of these articles are also shown when the customer wants to create notifications. This may help the customer faster. It is very easy to create these articles. Thanks to TOPdesk's modular structure we can set up the application to our wishes. Upscaling and downscaling of modules are also possible and easy to arrange. However, the module workplace reservation must be further developed. For example, the user interface, additional functionality, and also the link with MS Outlook can be much improved. The module New Asset management will eventually replace the module configuration management but needs further development
As a result of our changed workplace policy, we decided to expand our TOPdesk license with the workplace reservation module. To be able to use this module properly it was necessary to accelerate the planned switch from the enterprise version of TOPdesk to the SAAS version. We had help from a consultant with our migration to SAAS. He had a very broad knowledge and if he didn't know something he had a quick answer from a colleague. We also enjoyed the collaboration. Instead of setting everything up for us, he told us how to set it up. This also immediately increased the knowledge of the application managers.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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
TOPdesk is awesome if you need a ticket system for tracking any IT or computer needs. Software requests, bugs, hardware malfunctions, etc. You can create a knowledge base that adapts to the user's input in real-time. That is super cool. It is a bit cumbersome to track computers, OS versions, and assets in general. That said, asset tracking is just a pain period.
The pre-sale was great. Our biggest issue was that it just took a long time to get the backend setup. Also, some functions were not enabled that was part of what we purchased and it took a week or so to get those functions enabled once we realized they were missing.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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
TOPdesk is a great solution if your departments are ready and willing to work together as a full team across boundaries to build a system, implement it, and maintain it long-term. It will not be a good solution if your teams are not ready to work together across departments.
Support is incredible for TOPdesk. The teams are well-trained, friendly, and helpful, and they have solved everything we have thrown at them.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
It does most functionality one would require of a service management system very well. It is rather light on automation -- that could be good or not so good depending on an organization’s requirements.
They have been with us every step of the journey, from pre-sales through to today, with us being active customers. We have come to personally know the TOPdesk support team members and can count on them. They are knowledgeable and professional.
Score 7 out of 10
Vetted Review
Verified User
Review Source
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!
We are still learning and tweaking our setup so this comment might not be 100% accurate, but this system seem more suited towards a smaller environment rather than a large corporation.
I have only had a few meetings with TOPdesk support since our deployment, but so far they have adequately answered our questions and addressed our concerns. As I've stated, we've only been using TOPdesk for about a month, and we're still learning the system. Some of our issues have simply been "how do I do what I used to do in Track-It?"
Nabin Poudel | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
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.
TOPdesk is easy to use and affordable with all the major features required for any organization to smoothly manage its services. We were not quite sure at the beginning if we should go with the TOPdesk for IT service management but we started getting used to it in just a few months. Now, after using it for 3 years, it has been a backbone tool of our organization. The customer support provided by TOPdesk is fast and reliable.
John Glenn | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
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.
TOPdesk is great for a help desk ticket system but it does lack extra features. While those extra features are included they are not the most polished. From our experience, the extra features are inventory, remote control, and AD utilities.
Onboarding and sales were great with Top Desk. The implementation specialist was still green and needed a lot of assistance. Top Desk addressed that quickly with a more seasoned tech and did not charge us for the time the new tech spent. Once with a seasoned tech we had no issues with support.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
The ability to see all work orders, whether assigned or not, is helpful. The ability for technicians to create work orders or transfer them between each other within a technician group is great. In some environments, the ability to move work orders between technician groups is a great feature. I think the reporting functionality needs significant improvement. I need to be able to extract data monthly and not continue to have reports that take 20 minutes to export because we are unable to pick our export information. One other thing we would like to see is email notifications enhanced so that as users respond to technicians, they get an email letting them know. We seem to have some issues with this notification.
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.
Dustin Fawver | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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.
I believe that TOPdesk is well-suited for environments that have more than maybe a handful of people. The licensing model is tier-based instead of per-user, per-operator, or per-account basis like some of the competing platforms. The licensing model and the cost have made it possible for us to accomplish things that we would not have been able to do on our previous "per-operator" model. I don't regard TOPdesk as being an ERP platform, so it can't do everything that an organization might need. In my opinion, it can get pretty close, provided there's sufficient executive buy-in at the organization.
I rate the overall support as very high. I was not involved in the pre-sale process. Once the contract was finalized, I was part of the team that spent about four to six hours a week over the course of six months setting up the various features on the platform. I think the length of time was due to the amount of time we were available, as well as the number of processes we needed to migrate to TOPdesk. When it comes to submitting support requests, I generally receive a response, if not a resolution within 24 hours. I typically use their Self Service Portal, but they have a phone number for more immediate issues.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
TOPdesk works great for most of our teams. It is really helpful in keeping track of resources, tickets, and projects. However, it could be better with planning and reporting.
Support is prompt, mostly successful, and always friendly. For issues that can't be solved, it is usually because we are trying to do something that isn't directly designed into the software yet.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
If you want a cloud-based, robust, customizable ticketing system, TOPdesk is for you. If you are a small shop that just needs to track a few tickets and have no need for automation of ticket creation or management of assets, you may want to look for a different solution.
I give it a solid 8. The pre-sale demo sales person was very knowledgeable and pleasant to work with. We had a few issues with our implementation, we had engineers switched on us to a person on their first implantation. We then had to have another tech added to help the new engineer. Since we went online the few times I have had to contact support they were quick to help. The implementation is the only reason I would not give it a 10.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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.
I can only speak from our own experience but I would suggest that in any business where you wanted to track and resolve a problem this solution would be ideal. In our own environment we use TOPdesk to record student interactions with us and whilst this isn't a 'problem' the same principles apply. We want to provide outstanding support to our students with their queries, and this software is excellent for this purpose. It allows us to respond in a variety of methods (email, text, WhatsApp, etc.) to our students but also allows us to escalate their queries to other teams if they need to contribute to the solution so that we can be efficient, timely and effective in supporting our amazing students.
The support that TOPdesk provides is outstanding. The software is extremely good, but the support is in another league. They will always answer the phone within a few seconds or respond to the online raised incident very promptly. The team are extremely friendly, very knowledgeable and will almost always know the answer immediately. If they don't know the answer they endeavor to find out from other teams within their organization and will normally get back to us on the same day. The support provided at TOPdesk is unparalleled with other [organizations] in my personal experience, and for me is a true USP.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We using it for making reservations, cmdb and incident managment
  • reservation process
  • incident management process
  • easy to use
  • easier shortcuts
  • agenda option
  • dont know any more
easy to use in small and larger enviroments.
The process for use is easy to explain to users
the support is really fast and professional
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
TOPdesk is well suited to any information technology department or organization that operates on a ticket based system. The tracking and management of workloads is excellent, and in fact, the system is appropriate for any organization that track work based on tickets.
Any appointment based system can be modeled inside TOPdesk using the appointment planning board, allowing managers to see the planned appointments of employees.
TOPdesk support is TOPnotch. The support engineers and setup people we encountered during our setup phase were knowledgeable and experienced with the design and setup of the optimum TOPdesk based on our requests, and were able to help us avoid snags that we would have otherwise encountered based on our unique setup. Requests since the initial setup period have been met with quick, easy to follow instructions to resolve the issues.
March 08, 2021

TOpdesk rating

Jantien Strijland | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
TOPdesk is used througout the whole organisation. It supports all departments which deliver end-user processes regarding IT, HRM, Facilitair, Reservations, etc.
  • Very user friendly
  • Complete
  • Supporting all kind of processes within a company for services to personel and customers
  • Key-point more clearly all too quickly changing options and possibilities
  • Support more information about How best to implement processes
  • More levels on Categorisation
  • Extended functions in Forms + .PDF creation/Fill in
In the broad sentence of ITSM applications I think this is the best option. Especially the various departments and services and how they link and be able to work together in one application.
Very good
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use TOPdesk within different parts of the organization: IT, reception, planning, CRM.
It's mainly used as a helpdesk tool in which colleagues can address problems/questions/whatever. Besides that, the meetingplanner is a very powerful tool which prevents people to book meetingrooms which are already given.
Once every 3 months we use the possibility of making an overview of incoming calls, which come with ratings of how much time is spent on each call and which sort of call is being made most frequently.
  • Making forms of standard routines.
  • Making overviews of activities made.
  • Integration with intranet (you have to set up that yourself though).
  • In the SAAS version the most usual Windows shortcuts don't work.
  • Using the TAB-key doesn't always work as you'd expect.
  • TOPdesk is not quite pro-active in advising/schooling in different not-so-many used modules.
For helpdesk purposes, at the IT department or any other department for that matter, TOPdesk is the software to use. We have been using it for more than 15 years now and through the years they kept on developing the software with new additional functionalities of which I wasn't even aware of I was missing it.
Streamlining calls with TOPdesk saves a lot of phone calls and emails.
The use of TOPdesk speaks for itself. This, and the fact that we have experienced little to no problems with the software means that we have not used their helpdesk that often.
However, if and when we needed their help... I can't say other than that it is superior to any other helpdesk of any other company: easy to be reached, very friendly, extremely helpful even to an extent that they look beyond the original question.
TOPdesk is very usable in various departments of our organization.
  • no training
I couldn't think of a thing that wouldn't add to my wishes.
Yes
The upgrade from 'on premise' to the new SAAS solution went quite smoothly. Not in the least because we had the help and use of a professional TOPdesk consultant who ticked all the boxes that had to be ticked - from designing how your TOPdesk should look like and what it could do, to (sort of) training the admins.
Timo Snijders | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use TOPdesk as our Incident Management system - every user within the NOS can reach our FrontOffice (helpdesk) via the TOPdesk Self-Service portal in addition to telephone and email.
With this portal, a malfunction can be reported, a request (hardware / software / access) can be submitted, a meeting room can be reserved, and a business gift can be requested.
Employment and disengagement procedures can also be started from this portal.
All these matters are resolved by our Front Office as First Line incidents, and otherwise pass on Second Line incidents to IT service management, facilities management and developers.
The Change Management module is used to handle request workflows, such as employment procedures, disengagement procedures, hardware, software, promotional gifts and access.
We use the module Operations Management the schedule our Operational Activities.
With the Reservations Management module, hardware such as cameras, special laptops, various broadcast equipment and meeting rooms can be reserved.
The Item Management module includes the articles that we offer through a kind of webshop on the Self-Service portal.
The Configuration Management module is used to register all objects such as hardware, software, licenses and telephones.
With the Knowledge Management module we keep track of our manuals, descriptions and work instructions. Relevant Knowledge Items are also displayed via the Self-Service portal as FAQs and items that indicate which services and production we offer.
The Action Management module is used for triggers for sending emails or setting statuses.
TOPdesk mobile is used by, among others, cleaning and janitor to view and log off their tasks.
We use a different instance of TOPdesk for our Public relations department. In it, reactions, complaints, suggestions and questions from the public are registered and handled as incidents.
  • The clear distinction in terms of modules and their functions, but you can easily link the different parts together.
  • Users are involved in the TOPdesk product. Much attention to customer wishes. Free webinars about new developments or the exploration of certain parts.
  • Easy to link to third-party applications.
  • Every version that has been released has been thoroughly tested and therefore there are few bugs in production.
  • Linking TOPdesk environment of customers and / or suppliers (Collaboration Center).
  • Due to the many functionalities of the modules, you sometimes [do] not see the wood for the trees. With Asset Management they are taking a step in the right direction.
If you work with the standard ITIL processes, TOPdesk meets everything.
If you want to configure and organize everything yourself, TOPdesk does not meet your wishes.
Easy to link to third party applications.
Linking TOPdesk environment of customers and / or suppliers (Collaboration Center).
See also my use case how we use TOPdesk.

An extensive FAQ for all modules can be found on the TOPdesk extranet. And also various manuals. You can choose between creating an incident yourself and calling TOPdesk. In both cases, incidents are created, and properly and clearly recorded. When you call, you will generally get an expert on the line, otherwise someone with more knowledge will be called in.
The consultants are always enthusiastic people who know a lot and can think along with us and switch quickly.
In general TOPdesk meets our wishes and requirements. It is stable and reliable. Good support. And as a customer you are involved in many things, and you can go in depth if you want via all kinds of webinars.
Rianne Willems | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
Currently it is used at the IT department to register tickets/issues/changes and to register hardware. It is also being used by our security department to register keys. We would like to expand the use for our facility department. We are currently using the on premise software.
  • [Register] incidents.
  • Logging.
  • [Register] products.
  • It would be nice if the status of a product can automatically change when they are registered to a product.
  • More layout options in ssp.
We import the incidents by e-mail. The managing of tickets works really wel. The communication is clear and easy to find. The reports are good.
The service is really good and the consultants are friendly. Sometimes I think the knowledge can be a bit better (it probably depends on work experience). I think the consultancy price is pretty high.
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.
Rob Slinger | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use TOPdesk in several departments for the registration and follow up of incidents, changes, problems and operational tasks at customer sites. We are a managed service provider (servers, network, retail, cloud and security). Customers (and monitoring tools) report calls through telephone, mail, mail import, API connections to other service management apps and portal functionality.
  • They are making good progress in developing API's for communication with other apps which is becoming more and more important. Also the development of a collaboration platform for easy connecting to other/customer (TOPdesk) systems is a positive move.
  • In our company we will build a extensive API configuration to communicate with MS Dynamics and we already have several connections with customers that gives a better user experience.
  • The events and actions module gives extra power to the system to overcome some limitations or automate manual actions.
  • We use this option for a lot of different activities. One is for a notification when a certificate or application license is almost expired but there are a lot more applications for this function.
  • Technical support department performs nicely and in a professional way.
  • Room for improvement is in workflows and in mandatory fields based on where you are in a proces. E.g. when closing an incident you have to be forced to check if you made the right decisions at registration time. Also skipping statuses is possible but not wanted.
  • On several places it would helpful if you could make more field dependent on what you chose in a earlier field. E.g. in the new asset management templates showing only the models of the brand you choose. Also a third level under category/subcategory is needed.
With some of the improvements mentioned earlier TOPdesk is working fine in a managed service provider environment. API possibilities are great and makes it flexible in connecting to other systems. Change management module could need improvement and is sometimes more administrative work then the actual change.
The level of experience of the technical support department is fine, reaction times are sometimes a bit varying, sometimes fast and sometimes slow. This also goes for the overall support.
We work fine with the product and there are several ways to build solutions for challenges. There is room for improvements as mentioned earlier and more feedback on, if a function will be added and when would be nice.
November 02, 2020

A happy TOPdesk customer

Score 9 out of 10
Vetted Review
Verified User
Review Source
TOPdesk helps our Managed Services department with delivering proper services to our customers. We keep track of our contracts, tickets changes, our own assets, etc. Provides us with SLA reports. And we can correlate with other TOPdesk using companies and services to provide a smooth integration with our ITSM-tooling.
  • Collaboration.
  • Intuitive use.
  • Filtering to keep track of things.
  • Collaboration could be a bit smoother.
  • Some things are a lot of work to maintain (mails in the action module).
Rather fast to set up and implement, and since it is modular we are able to expand the services when we are ready for it.
Service is excellent, not much more to say.
Normal day to day use is very simple.
Score 7 out of 10
Vetted Review
Verified User
Review Source
We are using TOPdesk in various parts of the organization, both as an Incident Management tool as well as CMDB. TOPdesk is used by corporate IT as well as specific engineering and professional services departments. It allows us to keep track of internal IT related incidents and IT inventory that is present.
  • Gives a clear, configurable overview of open incidents.
  • Has an easy-to-use self-service facility.
  • Ability to create KPI based reporting.
  • Azure SSO connector is cumbersome to configure.
  • Office365 mail import configuration requires way too much permissions on your mail environment.
  • UX can be improved.
TOPdesk is well suited for on-premise deployments for incident management, CMDB, visitor management. It will require a robust implementation trajectory and staff training, but that goes for all such solutions. Cloud deployments are also possible, however in my experience the integration with other cloud services is still immature and can be improved.
Support is fine, however now and then we encounter problems where a solution is not possible using the current software release version.
It's is fine incident management and CMDB solution.
Robin Exoo | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We are an ICT cooperation that supports 6 local governments and local government cooperation. We use TOPdesk as the primary tool for all our workloads using ITIL standards. All colleges are able to log in to the Self-Service Desk and access the knowledge base, make an incident call, or ask for a change through various forms. All incidents will be handled by our ICT department or functional engineers within the government. Due to the use of forms on the Self-Service Desk page, we can direct all questions, incidents, and changes to the right support group of the Service Desk. In our case, the Service Desk can focus on the telephone and solving problems instead of rerouting service calls. The knowledgebase is updated weekly with manuals for end-users or ICT colleges. We made sure that the 2 are separated, even between operators.
  • Software updates as a standard change for all steps to be taken
  • All employee changes between multiple organizations managed in 1 change
  • One place for all your questions
  • Reports about changes and incidents in one view
  • Easy report wizard for people who don't use TOPdesk daily
  • Bulk changes for IT hardware
The biggest collaboration between us and the government is through the change management tool. We made a big effort to merge all the changes to one for all the things which need be done when a new employee starts, of a college leaves. These changes start within the company where the college starts. Every department and our ICT department all get activities in the right order to get all preparation done. From HR contract to the user account and e-mail, but also things like mobile phone, connected to a digit telephone number, user accounts in programs, and tools for that specific function. We have been able to make standard changes to update and upgrade the procedure of the software, even with an extensive change, which includes all steps to be taken, starting at the change advisory board through to delivery to the end-user.
Support on-site is always great. We have had help from multiple people from TOPdesk on-site, to help us with implementing big changes. The way they think. They know how multiple businesses work. And can use that info, to give you the best solution when making a new template for a big change with planning between multiple businesses. The helpdesk is very helpful. When stuck, a quick call or e-mail to their Self-Service Desk, and I can move on with my work. No complaints so far.