TOPdesk Reviews and Ratings

Rating: 8.4 out of 10

Score

8.4 out of 10

Community insights

TrustRadius Insights for TOPdesk are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

User-Friendly Interface: Reviewers have appreciated the easy and user-friendly interface of the system, making it simple to report problems and find necessary information quickly.

Convenient Reporting: Users find it convenient that the system allows for reporting problems at any time, even outside regular working hours, which enhances efficiency.

Structured System Design: The structured nature of the system is praised by users for reducing search time, enabling personalized priority settings, and improving overall organization. Moreover, users value features like the notification highlighting overdue items in red for prioritization cues.

Reviews

242 Reviews

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

TOPdesk

Rating: 8 out of 10

August 22, 2025

Use Cases and Deployment Scope

We use TOPdesk as a ITSM tool for Information services and Facilities.

Via our Selfserviceportals our users can create changes, incidents and reservations and link services to them. They can keep track of their open tickets and respond to questions send from a operator. The standard processes help with problemsolving.

Pros

Incidentmanagent
Changemanagement
Configurationmanagement

Cons

VA documentation
Documentation of bugs

Likelihood to Recommend

TOPdesk fits best when orginazations dont use ITSM tooling yet. It helps create process and streamlines them. When processes are not in place yet, TOPdesk won't fix that problem for you. TOPdesk is based on the ITIL framework, but also suports an agile workstyle by working with the integrated Kanban board.

Verified User

Administrator (501-1000 employees)

Vetted Review

6 years of experience

Why is this

Rating: 8 out of 10

August 21, 2025

Use Cases and Deployment Scope

Incident/ ticket management

Pros

Service portal designer
incident registration
knowlodge base

Cons

The side of the practitioner can be better organized. On the page itself, more explanations can be provided to simplify its use, for example by using information icons.
The side of the practitioner can be better organized. The filled fields are not immediately fully perceivable. There may be information that is useful for forwarding a report. Think of the practitioner field. It is helpful that when you hover over it with your mouse, the complete information appears.
Reports are growing wildly, making it confusing due to the large number of users. There is too much information. Logical reporting, such as making SLAs transparent, should be created more easily.

Likelihood to Recommend

A channel for registering and signing up at the same time. Making it measurable and providing an indication for the registrant also makes it user-friendly. However, the amount of information is difficult to funnel. Information is important and for large companies to get other departments to work on this.

Daniel Baranyai

coordinating staff member in Customer Service at intergamma b.v. (10,001+ employees)

Vetted Review

6 years of experience

Review

Rating: 8 out of 10

April 28, 2025

Use Cases and Deployment Scope

TOPdesk is our ITSM tool, with asset management, change management and incident management included

Pros

Integration with other solutions
Possibilities to improve
Self Service Portal

Cons

Renewal of Self Service Portal
Lower the amount of possibilities
Appearence

Likelihood to Recommend

in small organisations it is a nice/good tool for everything a organisation needs.

But for bigger organisations the amount of possibilities can be a bit to much and therefore it will be to big to control

Verified User

Administrator in Information Technology (201-500 employees)

Vetted Review

5 years of experience

Functional Engineer working for 7 years with TOPdesk

Rating: 8 out of 10

April 28, 2025

Use Cases and Deployment Scope

As we are a MSP with many customers, we do use TOPdesk mainly for our Support Services. We do offer our customers many ways to report an incident or submit a request for change. This is possible through our Servicedesks by phone or email, via Self Service Portals or via TOPdesk's mail imports. Additionally we often create connection with the TOPdesk application of our customers or with other ITSM tools. To monitor the agreements like SLA's or KPI's we also use TOPdesk's module for our Service Contracts.

Pros

TOPdesk's UI is pretty intuitive. Its often not needed to explain colleagues new functionalities as they are self-explaining.
TOPdesk is visually cleaner compared to interfaces of other ITSM tools
TOPdesk offers a lot of UI's that are easy to customize, like the home dashboard
TOPdesk support is really good. Once we notice we do not get an answer that works for us, the issue is escalated directly to a specialist on demand.

Cons

More options to check which Service Contract components are linked (to Organizations). For instance, to check which Service Windows are being used in Service Contracts to check if they are being used in multiple records.
More options for imports through the new import function. For most Organizations we do create SubOrganisations which we do import via the older .xml-method. Unfortunately we often do need TOPdesk consultants to adjust these imports.
Validation. TOPdesk has to little options to verify data. It would be nice if we could compare certain processes with best practices or bad practices.
Access rights (Permissions) could be more specific. For example, to grant users Write access to parts of Organization cards instead of the entire card.

Likelihood to Recommend

As TOPdesk is pretty intuitive it is often not needed to instruct colleagues on how to use TOPdesk. Most modules and fields do explain themselves. This means there aren't many additional instructions needed for the applications itself. Most information we do need to support our colleagues on based on organizational processes, not our ITSM tool of choice. And if there is more information needed, the knowledge base system can be used for this. On the other hand this could create the idea that no additional instructions are needed. Which might be true for the application itself, but not for how it is being used within your organisation.

Verified User

Engineer in Customer Service (1001-5000 employees)

Vetted Review

7 years of experience

Review TOPdesk management days

Rating: 7 out of 10

Incentivized

April 28, 2025

Use Cases and Deployment Scope

We are a Managed Service Provider in IT service and we use TOPdesk to contribute to our operational processes. First from off ITSM perspective via TOPdesk we manage incidents, changes and problems. Beside we also use TOPdesk to address all our (customer) assets. Next to that TOPdesk offers a various amount of modules who help you manage the tracking of your operational processes e.g. KPI and SLA management, contract en service management, Knowledge base function, Self Service Portal, operational management and a wide range of possible automations in actions. It is a very user friendly system also from a configuration point of view.

Pros

Change Management >> ITIL best practice
Incident Management >> ITIL best practice
Asset Management >> Various amount of widgets and possibilities also from a automation point of view

Cons

Make TOPdesk more user friendly in terms of Data enabling and search indexes
Deploying API functionalities per module. Some modules do not have full attention from development perspective
Selections and reporting feature could be more user friendly

Likelihood to Recommend

Good in ITIL/ITSM best practises. The tool offers all features en possibilities to implement the best practice way of working from ITIL/ITSM perspective. It is very user friendly to implement and get started.

Bad in data enabling, selections and reporting. It could be hard to make a right selection and/or report from out of TOPdesk.

Verified User

Engineer in Information Technology (51-200 employees)

Vetted Review

1 year of experience

TOPdesk review

Rating: 8 out of 10

April 28, 2025

Use Cases and Deployment Scope

We use TOPdesk as out ITSM tool, both for our internal ITIL processes, as for our customers.

We need one tool to service our costumers, register calls, process changes and manage assets.

Pros

Register incidents
Change management

Cons

Better support of email functionality within the tool

Likelihood to Recommend

It suits very well for giving support to our customers.

I would recommend using different TOPdesk environments for internal and external usage.

Verified User

Engineer in Information Technology (51-200 employees)

Vetted Review

10 years of experience

Review

Rating: 8 out of 10

Incentivized

April 28, 2025

Use Cases and Deployment Scope

We use TOPdesk in two different environments. We have one environment for our internal organization and clusters (Lely TOPdesk), and another environment for our clusters, centers, and farmers (LSS TOPdesk). We use TOPdesk primarily as our IT service management tool to streamline incident and request handling within the organization. It helps us centralize support tickets, track progress, and ensure timely resolution. One of the key business problems it addresses is the lack of visibility and structure in our support processes. By using TOPdesk, we’ve been able to improve communication between departments, increase efficiency, and provide better service to our end users. Our use case covers IT support.

Pros

Centralized ticket management
Automation
Self Service Portal

Cons

Reporting and analytics limitations
Workflow automation flexibility
Mobile functionality

Likelihood to Recommend

TOPdesk is well suited for structured service management environments such as handling internal IT incidents, facility requests, and HR-related service requests. TOPdesk is also useful when multiple service departments (IT, Facilities, HR) need to collaborate in a shared platform while keeping their processes separate.

TOPdesk can be less appropriate when multiple service departments (IT, Facilities, HR) need to collaborate in a shared platform while keeping their processes separate.

Verified User

Employee in Information Technology (1001-5000 employees)

Vetted Review

4 years of experience

My take on TOPdesk

Rating: 8 out of 10

Incentivized

April 28, 2025

Use Cases and Deployment Scope

We use TOPdesk as our main ISTM tool, to streamline incident, request and change management for our clients and separately for our colleagues. TOPdesk allows us to deliver our services in a professional way, interact smoothly with our customers and it gives us valuable information to further optimize these services.

Pros

Incident management
Change management
Asset management
Client communication
Customer support

Cons

The look and feel of the customer portal is a bit dated
Implementation of automation an be complicated and not very intuitive
Integration with other (ITSM/CRM) tools is somewhat difficult

Likelihood to Recommend

TOPdesk does a very good job in supporting ITSM processes, such as incident and change management. This allows our business to focus on our core business and gives us valuable information to further optimize services, while is also increases customer satisfaction.

Verified User

Advisor in Information Technology (51-200 employees)

Vetted Review

8 years of experience

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Reviews and Ratings

Functional Engineer working for 7 years with TOPdesk

Rating: 8 out of 10

April 28, 2025

Use Cases and Deployment Scope

Pros

TOPdesk's UI is pretty intuitive. Its often not needed to explain colleagues new functionalities as they are self-explaining.
TOPdesk is visually cleaner compared to interfaces of other ITSM tools
TOPdesk offers a lot of UI's that are easy to customize, like the home dashboard
TOPdesk support is really good. Once we notice we do not get an answer that works for us, the issue is escalated directly to a specialist on demand.

Cons

More options to check which Service Contract components are linked (to Organizations). For instance, to check which Service Windows are being used in Service Contracts to check if they are being used in multiple records.
More options for imports through the new import function. For most Organizations we do create SubOrganisations which we do import via the older .xml-method. Unfortunately we often do need TOPdesk consultants to adjust these imports.
Validation. TOPdesk has to little options to verify data. It would be nice if we could compare certain processes with best practices or bad practices.
Access rights (Permissions) could be more specific. For example, to grant users Write access to parts of Organization cards instead of the entire card.

Likelihood to Recommend

Verified User

Engineer in Customer Service (1001-5000 employees)

Vetted Review

7 years of experience