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TOPdesk

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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Recent Reviews

TOPdesk Review

9 out of 10
March 06, 2024
We use TOPdesk for employees and students. The onboarding of employees was not digital with us and we have now automated this by means of …
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TOPdesk review

10 out of 10
March 04, 2024
We use TOPdesk for various ends, to catalog our incidents, the change request and for asset management, this works fantastic as we were …
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TOPdesk review

7 out of 10
February 23, 2024
Incentivized
We use TOPdesk as our ticket management system. For all of the support questions of the customers we make tickets, which are uses by the …
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TOP! Desk

8 out of 10
September 12, 2023
I’m using TOPDesk as an operator for user issues, incidents and changes related to campus real estate for TU Delft
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TOPdesk

8 out of 10
August 21, 2023
TOPdesk is used to manage internal services and host reservations
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Happy TOPdesk user

10 out of 10
August 21, 2023
Support & Procesflow for the backoffice to provide support for all users. Repeated actions are brought down to save a lot of time and …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 13 features
  • Configuration mangement (140)
    8.6
    86%
  • Self-service tools (167)
    8.5
    85%
  • Organize and prioritize service tickets (181)
    8.4
    84%
  • ITSM reports and dashboards (147)
    7.6
    76%

Reviewer Pros & Cons

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Pricing

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Unavailable

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

Incident and problem management

Streamlining ticketing and service restoration processes

8.2
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

8.2
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

8
Avg 8.4
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Product Details

What is TOPdesk?

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.

TOPdesk:
  • Is suitable for IT, FM or HR.
  • Includes integrations with other packages.

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 Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
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

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.

Reviewers rate Configuration mangement highest, with a score of 8.6.

The most common users of TOPdesk are from Mid-sized Companies (51-1,000 employees).

TOPdesk Customer Size Distribution

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

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Reviews and Ratings

(388)

Attribute Ratings

Reviews

(1-25 of 181)
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March 06, 2024

TOPdesk Review

Remon Kragtwijk | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We use TOPdesk for employees and students. The onboarding of employees was not digital with us and we have now automated this by means of TOPdesk. We also this as incident tooling, it allows users to submit requests, track progress, and communicate with service providers. One of the benefits of using TOPdesk is that it can automate workflows and tasks, such as employee onboarding.
This can save time and resources, and improve the quality and consistency of service delivery.
  • Incident management
  • Problem management
  • Asset management
  • More AI integration
TOPdesk is extremely suitable for managing incidents and problems. TOPdesk can also be used in combination with a webshop to purchase assets.The self service portal helps the students with finding the right information about laptops and lockers.
Score 8 out of 10
Vetted Review
Verified User
We use TOPdesk as a quality management system to monitor our LSPs (Logistics Service Provider) performance. Different entities from across Europe are active in TOPdesk to be able to communicate with the concerned distribution centres. When the DC receives a complaint from a [...] employee, they start an investigation and need to fill in a root cause analysis + counter measures.
  • SSP
  • Updates
  • API structures
  • filtering object IDs in SSP forms
In my opinion, TOPdesk works best when there is a clear line between callers and operators. Operators should always be responsible of correctly handling and closing the tickets.
March 04, 2024

TOPdesk review

Dennis van Hoven | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use TOPdesk for various ends, to catalog our incidents, the change request and for asset management, this works fantastic as we were previously using a mailing system to work on tickets. But with TOPdesk we can instantly see what the top priorities are and its also very helpful to see when someone has updated their ticket. Would 10/10 recommend.
  • it gives us a better overview of our ongoing changes and incidents
  • we can manage our assets better and link it to the person who is using them
  • its easy to see when someone updates their ticket as you get a notification and if you miss this you even get an email to remind you
  • I think it logs out too fast sometimes when I go somewhere else it requires to be logged in again
  • sometimes notifications that have already been closed come back
  • adding new resources can be hard if you're new.
TOPdesk is perfect to manage caseload and to register who has to complete the next action on a case, also as an asset management system its really easy to use. I really enjoy working in TOPdesk because you get a fast overview of what has to be done at a given day, this helps me prioritize my tasks.
Joost Oostindie | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use it for supporting other companies with service management problems.
We register their incidents and changes and keep track of assets and services.
  • Incident management
  • Change management
  • Knowledge management
  • Asset management
  • Asset management selections
  • Reporting dashboards for service levels
  • The interface for selection building
TOPdesk is a great tool for registering, keeping track of and resolving incidents and changes.
With accessible modules and add ons it provided an easy workspace to manage your workspaces and services.
It could improve with the reporting section over incidents and changes, but excels in knowledge management and user experience.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I am a TOPdesk application consultant and I implement TOPdesk and her modules in environments of my customers. I also work on creating links between API's of different ITSM-toolings.

Besides the implementation I also give advise to my customers about how to configure and implement the work processes to ensure the best practice of TOPdesk.
  • Functionality
  • User interface
  • Automation
  • Update modules
  • Reservations Management
  • Existing integrations with certain apps
  • System failures
I would recommend TOPdesk to my colleagues and customers because it often provides the desired capabilities for requirements. Compared to other ITSM tooling such as Freshdesk, USD and ServiceNow, TOPdesk offers a finer user interface.
February 23, 2024

TOPdesk review

Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use TOPdesk as our ticket management system. For all of the support questions of the customers we make tickets, which are uses by the support department to answer the questions of the customers. We also use TOPdesk to store the solutions of different problems, so we can easily find solution to help the customer with the issue they are experiencing.
  • Easy to use
  • Custom layouts and fields are possible
  • A SelfServicePortal for the customer
  • Good search functionalibility
  • No possibility for great and easy reporting
  • Layout design not to easy
  • Configuration of layouts requiers a lot of searching
It is a good tool when you want a tool for managing al your support questions. It is also able to store items and you can track hardware within TOPdesk. I don not recommend using that, because the use of an ERP system is much better at that. It is better to create a connenction between the different tools via an API, which TOPdesk supports.
Score 9 out of 10
Vetted Review
Verified User
We use it for incident and change management and for the internal ordering process, as well as some special actions (recurring tasks or contact to some external support).
In addition to that, we use the knowledge base. This is twofold. On the one hand we write articles for our customers on usual problems (kind of manual to solve problems without help), on the other hand, we use it to keep track on solutions for some exotic problems. Therefore, we (as administrators) can solve those problems more quickly and easily.
  • Incident Management
  • Change Management
  • Basic automation of some processes
  • Knowledge Base (using; creation is a bit buggy)
  • It eases up the ordering process
  • Knowledge Base - The creation is a bit buggy. For example: Image resize only works in Firefox
  • Keep Alive - We keep getting "Website is not up to date" from time to time
  • Dark Mode is missing
  • Save settings - I have to sort the lists every time I open them. If there is a way, it is not easy to find
I think TOPdesk is best fitted in small to medium businesses, if there is someone capable of programming the rule sets. Those can be hard to create properly or maintain over time.
The knowledge base and Self Service Portal can provide users with some insights and help, even if the SysAdmin is unavailable at that time.
I don't think it is suitable for larger companies, because I personally think it will get quite messy then.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We are using TOPdesk within the Business Support team. All employees of Florys Groep use the portal to get support from our team. For financial,administration,facility,IT purposes. Before we are working with another ticket system without asset management,contracts and the mailbox.
  • Asset management
  • Service portal
  • Operational tasks, reoccurring
  • Idle time is short, after 15 minutes you need logon again. Automatically save ticket information.
  • A roadmap with timeline for changes. Year timeline.
  • Overview with all types of tickets in 1 view
We can make better priorities on tickets. The reporting helps to explain how many fte is needed for the job.
September 12, 2023

TOP! Desk

Zeynep Öztürk | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
I’m using TOPDesk as an operator for user issues, incidents and changes related to campus real estate for TU Delft
  • Layout is very well
  • Much of information if you are stuck
  • User friendly
  • Simplify the reporting tool
Pros:
It is very user friendly, not difficult to use.
You have all ITIL modules in it to use.

Cons:
Reporting tool is not very user friendly

Score 10 out of 10
Vetted Review
Verified User
Incentivized
It is a standard version which fully is covering the jobs we need to do and manage. The modules are complete and continuesly updated.
  • Incident management
  • Change management
  • Problem management
  • Assetmanagement
  • Create a form to update an asset directly, without opening the whole database of it
  • Protect the user from deleting a field which is in use in an asset template
  • When an installation is in the Dutch language it is hard to use an English manual because of names difference
I think TOPdesk is fitting for our Gevernment organisation, to order items, ask questions, set up incidents when something id malfunctioning. And till now we doent heave impossibilities in daily work to implement inTOPdesk
August 22, 2023

Great app

Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use TOPdesk as a ticketing and communication system for question and queries from our external customers.
  • Great app to divide tickets among our front office team
  • Complete log of all questions/answers we logged over the last years
  • Simple way to report on questions, requests and incidents
  • A way to automatically assign tickets to a back-up practitioner during holidays
Great as a ticketing system to divide tickets among your team.
Less appropriate for IT development teams.
Wijnand van Drooge | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
We use it mainly for self servicing our clients and change management requests for customisations in accountancy parts, functionalities. We want to offer an extensive knowledge base for our clients, control assets within Asset Management and publish releases through news articles on TOPdesk. So our scope is broader than support only.
  • Implementation
  • Friendly faces
  • Lovely headquarters
  • Public KB and release management pages for customers
  • More advanced SSO with other parties
  • More modern UI
It’s well suited for incidents, changes for big companies with a lot of internal systems. Also Asset Management. It could improve itself for smaller IT companies that would like more integration with extensive SSO to make TOPdesk available for all our SaaS clients without Microsoft.
Score 9 out of 10
Vetted Review
Verified User
We use TOPdesk for our Supportive departements. Business problems are mostly the willingness of our employers.
  • Action sequences
  • Charge management
  • Mailimport
  • Quick Support
  • Knowledge management
  • Examples of action sequences
  • Scrum
In my experience, TOPdesk is very suited to work together with different departments as well as sharing knowledge and guides
August 21, 2023

TOPdesk

Score 8 out of 10
Vetted Review
Verified User
TOPdesk is used to manage internal services and host reservations
  • INcident management; quick resolving issues
  • Implement client wishes by action sequences
  • Self Service Portal: shift left
  • action sequences
  • update knowledge items My Topdesk
  • scripting
In my opinion, It has a great look and feel.
However, I think reporting is sold, it does not always suits the clients.
I think Odata/PowerBI is an excellent alternative, however not every client has the knowledge of how to use it.
Sometimes TOPdesk is implemented/used by clients on such a way, that updates can not be implemented ("purple crocodile")
August 21, 2023

Happy TOPdesk user

Remco Veens | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Support & Procesflow for the backoffice to provide support for all users. Repeated actions are brought down to save a lot of time and provide self support to all users in our organisation.
TOPdesk supports our organisation to be in control in information sharing and assetmanagement helps us to have all information available in one system.
  • User friendly
  • Great support
  • Accessable for everyone
  • Easy to work with
  • The look and feel could have a more modern look
TOPdesk is a tool to support the organisation, how you use and implement the tool decides the success. I think the TOPdesk consultants are very knowledged in how this can be implemented the most smart way.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We manage our incidents, changes and assets within TOPdesk<br><br>We automate most processes concerning onboarding, changes and outboarding.<br><br>
  • Change management
  • Incident management
  • Self service
  • I think Reservation management is very barebones
I think Reservation management is a bit barebones. Change management on the other hand is well put together
August 18, 2023

Great software

Score 9 out of 10
Vetted Review
Verified User
Managing and registering all the incoming issues, reported by phone email and face-to-face.
  • able to register all the issues and connecting it to the registered users
  • managing the workflow and lifetime of the incidents
  • informing the users of statuses of their incidents
  • Sometimes the performance is a bit slow
  • When there is a temporary network disconnect you are unable to continue on the page (incident) where you left of, you have to reload the page
Great software for incident and change management. Give you good overviews and insights in the operation.
Kevin Stouthandel | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
The topdesk application supports the IT department in getting an overview of all the activities they need to do. For our end users it supports the posibility to registrate incidents, problems and changes. Also they can find an overview of assets on their name. Within Topdesk we use our asset management module to registrate all hardware software, including all licenses. With automated action we have automated some processing steps for our needs.
  • Assetmanagement
  • First and second line call management
  • HR processes (new employee, change, employee leaves)
  • Single sign on with Azure AD
  • More possibilities to use Topdesk on mobile devices
  • On the operator side a search engine which searches over all modules
You can setup your topdesk environment to the needs of your organization. Most things are available in the default license
August 18, 2023

Satisfied user

Arash Dini | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Topdesk for asset, people and incident management. Use cases differ from from employees joining the company, to small and big changes.
  • Incident management
  • Action sequences
  • Asset management
  • Change management
  • Advanced editing possibilities in template
It's well suited to function as an incident knowledge database for information on how earlier incidents were handled. This may translate to faster incident resolve times
Maarten Freije | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
TOPdesk is being used by almost all of our service desk and second line operators. Also a great deal of our customers use TOPdesk, which we use and/or manage.
  • Registering calls
  • E-mail communication with our users and customers
  • Easy to manage with a lot of possibilities
  • More report possibilities and features
TOPdesk is ideal for IT service management and facility management, but can also be used for other departments such as HRM, reception etc.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I use Topdesk basically to book rooms, a car and to connect by ICT problems. I want to use it for technology products, so collegeas can see what kind of opportunities in technology we have, what they can rent en when we have to update the products. We don’t use all the possibilities of Topdesk. We will do connect with them about this.
  • Easy to use
  • Clear interface
  • Friendly
It is in easy to use when you book a room.
June 21, 2023

Topdesk is TOP

Score 8 out of 10
Vetted Review
Verified User
Incentivized
I am use TOPdesk for our customer Incidents and changes. I reply TOPdesk changes foor the customers.
  • Change management
  • Majors
  • Inventory management
  • Sprint board
  • Contract management
For a Hospital is it a very nice system that can help by all of the problems.
June 21, 2023

Good tool

Score 8 out of 10
Vetted Review
Verified User
Incentivized
It is used as an information source for known issues (knowledge items) both for employees as for IT personnel.<br>Tracking tickets for incidents and requests.<br>Selfserviceportal for acces to knowledge base and fill in service requests.<br>Asset management for tracking all components in our IT landscape.<br><br>
  • Automated or fast handeling of known issues
  • Importing mail into tickets
  • Asset management
  • Reliability in service, regularly experienced slowing performance up to unworkable levels.
Automated handeling of tickets.
Knowledge base
June 21, 2023

TopDesk is amazing

Score 7 out of 10
Vetted Review
Verified User
Incentivized
The care employees come up with all kinds of questions, both care-related and for ICT. We want every question that is asked within the red question mark within KwadrantGroep.
  • Forward to mail
  • Follow well
  • Number and type op notifications overview
  • Changes are very complicated to use
  • find functionalities
I really like that I get a notification so I don't have to open top desk every time. Does the institution think that a notification is closed after 2 weeks is not possible. You should always make sure you connect with an employee because this is our business
Score 7 out of 10
Vetted Review
Verified User
Incentivized
At the moment we use TOPdesk for our IT-servicedesk. Our collegae’s can ask us to help them with their problems.
  • Insight in current work load
  • See what other collegae’s have searched for
  • Because there are so much functions jou can lose yourself in the possibilities
We are very pleased to be using TOPdesk, is helps our IT-servicedesk in managing all the issues that co-workers might have.
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