TOPdesk Reviews & Insights

Score8.3 out of 10

477 Reviews and Ratings

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TOPdesk

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Overview

Synthesised from 12 reviews | Last Published May 27, 2026

TOPdesk serves as a comprehensive IT Service Management (ITSM) solution, primarily used for managing IT and other service requests across various departments like IT and facilities. In TrustRadius reviews, users leverage it as a central hub for incident management, request fulfillment, and change management, with 8 reviewers specifically citing its role in ticket management. Its core strengths lie in robust ticket management and knowledge base capabilities, which are frequently cited for their effectiveness.

Beyond core ticketing, reviewers appreciate its self-service portal for empowering end-users and increasing efficiency. However, a recurring area for improvement is the practitioner-facing interface, with 2 reviewers noting concerns about its organization and clarity. Overall, reviewers report a positive impact on business objectives through increased efficiency and streamlined service delivery, despite some workflow and usability limitations.

Pros

Robust ticket management capabilities
Effective knowledge base for information sharing
Structured change management processes
Useful self-service portal for end-users
Increased operational efficiency and incident resolution

Cons

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

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TOPdesk Reviews

250 Reviews

Great product to use

Rating: 8 out of 10

Incentivized

April 17, 2026

Use Cases and Deployment Scope

We use TOPdesk for various purposes, from an IT servicedesk to facilities and personal matters, and a hotline for all other issues. Our scope is tho provide our employees more time by doing things smarter and getting complans and technical support better. Our target is tho improve services for our employees

Pros

Call registration
self service portal
Time registration
coworking between departments

Cons

Follow Up
chatbot funtionnality included
view

Likelihood to Recommend

Well suited if all departments work with TOPdesk otherwise its less appropiate. Less appropiate also for the mobile workers with a phone, you need al laptop or a tablet to function normally.

Verified User

Professional in Information Technology (1001-5000 employees)

Vetted Review

13 years of experience

TOPdesk Review

Rating: 8 out of 10

Incentivized

April 17, 2026

Use Cases and Deployment Scope

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

Pros

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

Cons

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

Likelihood to Recommend

Jolanda Bucking

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

Vetted Review

5 years of experience

TOPdesk is the best olee olee.

Rating: 8 out of 10

Incentivized

April 15, 2026

Use Cases and Deployment Scope

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

Pros

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

Cons

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

Likelihood to Recommend

It has good asset management and the possibility to make tasks. For example, if someone leaves the company, you can email them to return the assets handed out to them. It can also provide an application layout for a company.

Verified User

Team Lead (1001-5000 employees)

Vetted Review

10 years of experience

Good product

Rating: 7 out of 10

Incentivized

April 15, 2026

Use Cases and Deployment Scope

We use it for the management of tickets, changes and CMDB. I notice issues in my workflow with TOPdesk, as an example: I can't share changes with others, while I can with regular M tickets. I can't make a follow list with a different list.

Pros

CMDB lists and organizing
Ticket management
Web based and easily accessible
Knowledge base system (KI)

Cons

Manufacturer management
Supply management
Bookmark lists

Likelihood to Recommend

TOPdesk is fast, easily accessible, and has a lot of options. The first time setup is not practical, and the settings don't make sense. This has room for improvement.

Verified User

Technician in Engineering (10,001+ employees)

Vetted Review

8 years of experience

TOPdesk review

Rating: 7 out of 10

Incentivized

April 15, 2026

Use Cases and Deployment Scope

TOPdesk is being used in our organisation for ticket, knowledge and configuration management. This is used in the entire organisation especially in the IT department. This is our main source for ticket management.

Pros

Knowledge management; common
Ticket management
Invententory management

Cons

Beter integration with other systems
More user friendly homepage
More userfriendly widgets integration

Likelihood to Recommend

It is good for change en problem management

Verified User

Technician in Information Technology (5001-10,000 employees)

Vetted Review

3 years of experience

TOPdesk review

Rating: 7 out of 10

Incentivized

April 15, 2026

Use Cases and Deployment Scope

We use TOPdesk for our ticket system. The inhouse users can mention their problems and via the ticket system we can understand their problems, contact them, and keep them up to date with what we are doing to solve their troubles.

Pros

Visibility of tickets
Easy communication
Overview of your cases

Cons

The status could use a coloring system

Likelihood to Recommend

TOPdesk is well suited for a place to keep an overview of the issues inhouse. It is easy to send or receive messages, and a status can be kept on how far along the solution for the problems is.

It is less appropriate for the work we can schedule.

Verified User

Employee in Information Technology (10,001+ employees)

Vetted Review

1 year of experience

TOPdesk is a GO

Rating: 8 out of 10

April 15, 2026

Use Cases and Deployment Scope

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

Pros

Knowlegde items are greate
Overall TOPdesk as Servicemanagement tool

Cons

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

Likelihood to Recommend

TOPdesk is doing great. Also comparing it like competitors like Jira. There is always room for improvement, of course

Sudhier Nannan

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

Vetted Review

5 years of experience

View profile

TOPdesk is tops for helpdesk

Rating: 10 out of 10

Incentivized

December 31, 2025

Use Cases and Deployment Scope

The software allows us to easily create workflows for problem resolution, while also providing a way to integrate accumulated knowledge, solutions and assets. By using TOPdesk we can incorporate many diverse software initiatives into one platform, saving us time and money. The integration points allow us to easily patch in identity and communication information from existing systems.

Pros

Helpdesk
Assets
Knowledge Base

Cons

Configuration
Mapping
Maps

Likelihood to Recommend

TOPdesk is a full helpdesk application solution with many integration and configuration points. You can pretty much do anything you desire as far as developing tiers of support and ticket escalation paths. Assets can be defined and collected for further assignment and review. The solution can do many things, but many things takes time to setup.

Verified User

Director in Information Technology (1001-5000 employees)

Vetted Review

22 years of experience

TOPdesk deliver a very good service for ITSM solution

Rating: 8 out of 10

Incentivized

December 15, 2025

Use Cases and Deployment Scope

We use TOPdesk in our organization as a helpdesk IT service management solution, documentation and changes management, knowledgebase and self service portal. It is maintained by our support and customer relationship team, and used in all other teams in the company, in order to attend our clients needs, solicitations and support ticket level 1 and 2. TOPdesk resolves the need of tracking all clients solicitations for services, features and software bugs.

Pros

Support ticketing
Change management
Automated workflows
Service history
Ticketing scalation

Cons

Selection filters
Selection result searching
Mentions
Time tracking

Likelihood to Recommend

TOPdesk is very appropriate to work as ITSM solution based on ITIL framework. It is very easy to define services, SLA's, task and ticket escalation, changes. But it is very complex to implement, and requires the involvement of all teams in the company attention to be deployed, and consultation is needed to do a well covered implementation plan.

Luiz Eduardo Garcia

System Administrator in Information Technology at JET e-business (51-200 employees)

Vetted Review

8 years of experience

View profile

TOPdesk highly customizable ticketing tool for great value

Rating: 9 out of 10

Incentivized

December 10, 2025

Use Cases and Deployment Scope

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

Pros

Customization
Project management
Ticketing flow
Time registration

Cons

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

Likelihood to Recommend

We had a smaller team of 6-7 people and for us it was perfect. It was very easy for us to book time per ticket and keep track of what we were spending the most of our time on. Escalating tickets was easy because of the prebuilt emails and message saving features. The typical features are all there of course such as incident, project management, etc. TOPdesk is highly customizable and we felt like we always had a good oversight of the KPI's, time management and customer satisfaction ratings. Our management liked the reporting features, the customizable dashboard and the data visualization. In my personal experience, TOPdesk also had the best search feature, and with the tags we were also very easily able to find the tickets we needed.

Verified User

Engineer in Information Technology (51-200 employees)

Vetted Review

5 years of experience

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