TrustRadius
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.https://dudodiprj2sv7.cloudfront.net/product-logos/DY/sg/CARZX2SALMK8.JPEGCustomer sherpa can get you there, a journey together.After a lengthy review of our internal processes, procedures and systems we identified a need for an ITSM framework and application to help support it. All business requirements were defined and documented, prior to completing a formal RFP for a new platform. After a lengthy analysis TopDesk was able to meet all our documented requirements and deployment timelines. We are currently running TopDesk to manage how we work with IT requests for our 4000 users. Our current deployment is focused inside the IT department, but we have growing interest from other departments for workflow management and request tracking. We are on track to becoming a business partner with our departments and sites by improving IT's responsiveness, documenting expectations and over-communicating. Along with the platform we have defined 100 "cubed" mantra; 100% of all reactive issues will be tracked, 100% of all proactive work will be scheduled and 100% of IT work will be documented. We are now consistently getting IT done!,,Consulting approach to implementation Ease of use always on (Cloud),System is made up of modules which is good for the scalability, however, there is duplication of configuration effort if you have many of the modules. Ie. L1 and L2 tickets require all actions and events to be duplicated if they are the same. Survey module might be better suited as an integration with market leader engine. SSP forms could be more flexible if they were HTML capable to provide users a better UI Enable the ability to import and export forms, templates, configurations via a customer marketplace. We could upload a good template or rule and other customers could down load it and use it (with a few configuration changes) Knowledgebase articles could be HTML capable for improved user UI. Allow users to subscribe to KB articles and social media. Allow users to update their user profiles with additional details (ie cell #, social media links, education, courses etc.) Add education and training/courses to user profiles. This could provide organizations the ability to manage training. Add task management. Not everything is a ticket. Many department activities that are requested or managed do not need to be a support ticket. Often meetings generate tasks that could be added to Topdesk. A task could be attached to an operator with task name, description, due date, perhaps even a checklist. Then email templates can be added to notify the requestor when complete. Project module is lacking some of the basic details and metrics found in portfolio management (budget, summary, start date, target date, expenses, assets, time management). Project templates could be improved. Could use a time and expense management. Expenses, time by ticket, project, task and/or a simple timesheet and expense sheet for approvals. Finish the Asset modules to eliminate working with 2 asset modules.,8,It will allow us to change the IT culture towards service centric and project centric approaches. Dramatically improve self-service We should be able to do more, more quickly.,ServiceNow and Cherwell Service Management,9,3,Manage IT requests - never lose anything Manage staff workload Self-service for users,Non-IT departments responses to tickets and provide updates with being an operator,Asset management, cost tracking, contract tracking HR user onboarding and off-boarding Implement single Point of Contact Operator training and education/course management,9,SolarWinds N-central, LastPass, Microsoft 365 Business,Yes,Price Product Features Product Usability Product Reputation Positive Sales Experience with the Vendor,We had a very detailed evaluation process with manage parts and a 8 hour vendor demo. If I had to do this again I would be more specific on the detailed features we were hoping for.Topdesk a must doWe use topdesk for SLA and IT ticketing system. Also our complete inventory, both IT and facility is stored in Topdesk,,Servicedesk ticketing ITIL based IT calls Change management Reservation system,User management Administration tasks,9,More self service Beltter overview over whats happening in IT ROI because of better workload overview,,8,5,Ticketing system Reservations change management knowledge system,9Implementing a first ticketing system in our organizationWe are using TOPdesk to receive IT Incidents and Change Orders from our users in the Offices in Germany, Spain, Italy, Turkey, and Poland.,500,Easy to enter tickets by mail from the users. TOPdesk could be used directly out of the box. SaaS makes it easy to setup it up and scales within the region. Excellent support during and after the go-live by the people from TOPdesk.,SaaS implementation could be easier if it would be done by TOPdesk as an extra service. My IT department had some difficulties due to lack of knowledge in this area.,10,Eases the handling of J-SOX Replacement of Excel Files The higher efficiency of technicians No user request get lost anymore,Service-Now,10,2,Incidents Change Order SAP Events,Event Management New Employee Employee Departure,Asset Management Self Service Portal Full Change Management,9,Micro Focus ZENworks Suite, Eset Smart Security, IBM Notes,Yes,Price Product Features Product Usability Prior Experience with the Product Existing Relationship with the Vendor,No, not at all.,Vendor implemented,Yes,Change management was a major issue with the implementation,SAAS implementation on our side, due to missing experience with SAAS Not up to date nor complete filled AD WAN bandwidth (100-200 MBit/s) upgrade was needed,8,The entire implementation process and the project management was excellent.,Incident Management Change Management Event Management,na na na,Yes, but I don't use it,9Topdesk, Easy and effectiveWe are using TOPdesk to service our customers and manage our devices.,12,managing incidents hardware configuration self service portal,Mobile apps where you can sign a signature by the customer.,8,We just need to have a system which has the ability to make, monitor and solve incidents and we know TOPdesk is best doing that. For configuration management, it saves a lot of time to figure out who has a specific laptop.,Avast Managed Workplace RMM,8,300,problems with office 365 problems with windows 10 problems with office 2016,we use TOPdesk as designed,maybe we are going to use project management,8,Avast Managed Workplace RMM, Microsoft System Center,Not Sure,Price Product Reputation,It would come out the same.,Vendor implemented,No,there were no issues during implementation,8,No,No,We had none.,creating incidents creating objects,creating new brands creating new type numbers,Yes,8TOPdesk ViewIt's used by our service desk as a ticket system and for configuration management,,Easy to use Easy to change settings, so it's helping with doing business with more efficiency Possible to use forms with our own company branding,I don't know!,7,We spend less time on registering tickets and solve problems,8,6,ticket system spend less time overview,Growing with our business We must have a better registration tool then we did have [previously],App for smartphone,9,Microsoft Azure,Yes,Product Usability Product Reputation Third-party Reviews,I should do the same thing. also now we can get more review information by internet then before,,Implemented in-house,No,Change management was a small part of the implementation and was well-handled,making a branded service rapport,7,No,Sorry, but we never did have a critical moment. When we started with Topdesk, it was excellent how the support us.,make a new ticket search engine,reporting time management,7
Windows, Linux
TOPdesk
217 Ratings
Score 8.0 out of 101
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>TRScore

TOPdesk Reviews

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
TOPdesk
217 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.0 out of 101
TrustRadius Top Rated for 2018
Show Filters 
Hide Filters 
Showing 5 of 217 TOPdesk ratings and reviews.
Clear all filters
Overall Rating
Reviewer's Company Size
Last Updated
By Topic
Industry
Department
Experience
Job Type
Role

Reviews (1-5 of 5)

  Vendors can't alter or remove reviews. Here's why.

Feature Scorecard Summary

Organize and prioritize service tickets (102)
8.2
Expert directory (69)
6.6
Service restoration (64)
7.4
Self-service tools (95)
8.0
Subscription-based notifications (73)
7.4
ITSM collaboration and documentation (79)
7.6
ITSM reports and dashboards (82)
6.9
Configuration mangement (83)
7.1
Asset management dashboard (73)
7.6
Policy and contract enforcement (61)
6.7
Change requests repository (77)
7.8
Change calendar (67)
6.9
Service-level management (68)
7.1

About 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
Has featureOrganize and prioritize service tickets
Has featureExpert directory
Has featureService restoration
Has featureSelf-service tools
Has featureSubscription-based notifications
Has featureITSM collaboration and documentation
Has featureITSM reports and dashboards
ITSM asset management Features
Has featureConfiguration mangement
Has featureAsset management dashboard
Has featurePolicy and contract enforcement
Change management Features
Has featureChange requests repository
Has featureChange calendar
Has featureService-level management
Additional Features
Has featureResource Plan Board
Has featureOperations Management
Has featureOpen API
Has featureIntegrations Market Place
Has featureReservations Management

TOPdesk Video

The Total Economic Impactâ„¢ Of TOPdesk Enterprise is an October 2016 commissioned study conducted by Forrester Consulting on behalf of TOPdesk. For more information: page.topdesk.com/tei

TOPdesk Integrations

Bomgar Remote Support Software, Snow License Manager, QlikView, Qlik Sense, Lansweeper, Nagios, Okta, Microsoft Azure, Microsoft BI, Microsoft Dynamics NAV, OneLogin, Microsoft System Center, Microsoft System Center Configuration Manager, Skype for Business (formerly Lync), Ivanti IT Asset Management Suite (formerly LANDESK IT Asset Management Suite), Ivanti Endpoint Manager (formerly LANDESK Management Suite), Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), RES Service Automation, Microsoft Active Directory, UMRA Access & Identity Management, Mavim Rules, ISM

TOPdesk Competitors

Pricing

Has featureFree Trial Available?Yes
Does not have featureFree or Freemium Version Available?No
Has featurePremium Consulting/Integration Services Available?Yes
Entry-level set up fee?Optional

TOPdesk has a unique license model: - Modular: Select the modules you need and easily expand as your business grows - Saas or On premise - Unlimited number of assets. Successful asset management should not be dependent on the license of your product. - End users OR service agents based, whichever fits your situation best. If you are looking for flexibility in the number of agents for e.g. extra busy times of the year, the flexible end user license lets you add agents without any restrictions, no day passes needed.

TOPdesk Customer Size Distribution

Consumers
0%
Small Businesses (1-50 employees)
5%
Mid-Size Companies (51-500 employees)
55%
Enterprises (> 500 employees)
40%

TOPdesk Support Options

 Free VersionPaid Version
Phone
Live Chat
Email
Social Media
Video Tutorials / Webinar
Forum/Community
FAQ/Knowledgebase

TOPdesk Technical Details

Deployment Types:On-premise, SaaS
Operating Systems: Windows, Linux
Mobile Application:Apple iOS, Android, Windows Phone, Mobile Web
Supported Countries:Global
Supported Languages: English, Spanish, German, French, Portuguese, Dutch, Danish, Swedish, Hungarian, Italian, Polish, Norwegian