TOPdesk Review
TOPdesk is used for incidents, like facility problems e.g. a broken toilet, internet not working, computer authorization, application …
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.
Recent Reviews
Awards
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Popular Features
- Self-service tools (179)8.484%
- Organize and prioritize service tickets (193)8.282%
- ITSM collaboration and documentation (147)8.282%
- ITSM reports and dashboards (155)7.474%
Reviewer Pros & Cons
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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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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.
- 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 Integrations
- Snow License Manager
- QlikView
- Qlik Sense
- Lansweeper
- Nagios Core
- The Okta Identity Cloud
- Microsoft Azure
- OneLogin by One Identity
- Microsoft System Center
- Microsoft BI (MSBI)
- Microsoft Dynamics 365 Business Central
- Skype for Business, now part of Microsoft Teams
- Microsoft Dynamics 365
- BeyondTrust Remote Support
- Microsoft Intune
- Ivanti Neurons for ITAM
- Ivanti Endpoint Manager
- Microsoft Entra ID
- Ivanti Automation
- Tools4ever UMRA
- Mavim
- ERP Solutions by ISM
TOPdesk Competitors
TOPdesk Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| 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 |
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.
ServiceNow IT Service Management, Planon Universe, and Cherwell Service Management are common alternatives for TOPdesk.
Reviewers rate Self-service tools and Configuration mangement highest, with a score of 8.4.
The most common users of TOPdesk are from Mid-sized Companies (51-1,000 employees).
TOPdesk Customer Size Distribution
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 5% |
| Mid-Size Companies (51-500 employees) | 55% |
| Enterprises (more than 500 employees) | 40% |
Comparisons
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Reviews and Ratings
(406)Attribute Ratings
Reviews
(1-25 of 191)Companies can't remove reviews or game the system. Here's why
April 14, 2024
TOPdesk Review
- Gives an overview of incidents
April 14, 2024
TOPdesk is TOP!
- There is a small amount of time between making a TOPdesk problem and the solution
- Problems are solved quickly
- It’s a friendly program that is simple to use
- When a TOPdesk program is not followed, then colleagues send an email to the TOPdesk so all colleagues can use the program
April 13, 2024
User review of TOPdesk
- In every shift, you can report and there will be an action the next day as well as if you do not work that day.
April 13, 2024
Good Product!
- It is very sufficient.
April 12, 2024
TOPdesk is a Great Tool!
Score 10 out of 10
Vetted Review
Verified User
- We’ve used TOPdesk Knowledge management to reduce the time it takes us to solve incidents from 16 to 5 days.
- We’re using automated actions to assign certain incidents directly to the appropriate user, saving around 1-2 days before incidents are solved.
- TOPdesk Knowledge Management has made new employees ready for work on our ServiceDesk in 2 weeks instead of 2 months.
April 12, 2024
TOPdesk review
- Insight in our incidents
- Improving our incidents
- Overview
April 12, 2024
TOPdesk Review
- Change management
- Manager has to accept a change
April 12, 2024
TOPdesk in healthcare
Score 8 out of 10
Vetted Review
Verified User
- Some answers are immediately available instead of employees having to wait for the handling of a ticket
- Ability to edit notifications etc in bulk
- Not entirely clear among practitioners how to return a ticket to the service desk (de-escale)
- Sometimes search for users SSP about which form to fill out for a particular question
- No possibility to be logged in to SSP and practitioner environment at the same time
April 12, 2024
TOPdesk
Score 9 out of 10
Vetted Review
Verified User
- More insight on our tickets
- Recognize FAQ’s and standard solutions
April 12, 2024
Go start using TOPdesk
- People can help theirselves with the SSP
- Questions can be answered quick
- High efficiency in the servicedesk, low staff needed
April 10, 2024
TOPdesk Review
Score 8 out of 10
Vetted Review
Verified User
- It could work more efficiently
- Steps of all Non standard changes are not all necessary
- It would be great if we can make a connection with DevOps
April 09, 2024
Good tool
- Fast handeling of tickets
- Reduced need for extensive knowledge of all existing services
April 03, 2024
TOPdesk a great tool to work with
Score 10 out of 10
Vetted Review
Verified User
- Increased collaboration
- Faster response times to end-user requests
- Clear templates and workinstructions
March 25, 2024
TOPdesk - Easy to use for Admins and End Users.
- Reduced Calls in Basic Tasks using Self Service Portal.
- Reduced Time Consumption using easy to use and maintain Asset List.
March 06, 2024
TOPdesk Review
Score 9 out of 10
Vetted Review
Verified User
- More self service
- more secure asset management
- Reducing notifications
March 04, 2024
Happy, and lots of possibilities
Score 8 out of 10
Vetted Review
Verified User
- improved operations
- visibility of KPIs
- counter measures for repeated issues
March 04, 2024
TOPdesk review
Score 10 out of 10
Vetted Review
Verified User
- easier to manage caseload
- it reduces the amount of incoming calls to your service departmetn
- its easy to distinguish incidents from change requests
March 04, 2024
TOPdesk is a great ITSM tool
Score 10 out of 10
Vetted Review
Verified User
- Increased efficiency in handling incidents and changes
- Up to date asset management and registration & updates based on this
- Detailed description of Product and Service Catalogus in the Self Service Portal
- Better knowledge management
- Automated integrations to reduce time spent by operators
March 04, 2024
Very great application to use!
- Stimulation of the use of the Self-Service Portal
- Increased efficiency based on reports
- Possible work processes due automation
February 23, 2024
TOPdesk review
- The expansion of the department was possible with TOPdesk
- Better overview of open tickets, so more customer satisfaction
- Better planning possibility due to the better overview of open tickets per employee
October 02, 2023
A flexible tool to manage your Incidents and Changes and give your customers the tools to help themselves
Score 9 out of 10
Vetted Review
Verified User
- A good number of incidents can solved more quickly. Those cases can be solved by the customer itself and in TOPdesk it is very easy to send the self-service-solution with your answer.
- It is easier to report some things based on categorization and good search filtering
- If there are two or more tickets, they are difficult (or impossible) to merge correctly. There is a merge function, but there is for example, only one client possible. A solution where you close one merged ticket and send separate emails to every single customer would be really nice!
September 12, 2023
TOPdesk makes your workday better and easier!
- We are working with the TOPdesk within 1 year so the ROI can be checked later.
September 12, 2023
TOP! Desk
Score 8 out of 10
Vetted Review
Verified User
- Reduced time with incidents and escalations
- Increased overall process on incident management
- Less of frustration from the business
August 23, 2023
Greatest job ever: TOPdesk administrator and do it all!!!
- More clearity where to get/do what
- More and more teams are implemented into TOPdesk
- We have to improve time on which incidents are open.
August 22, 2023
Great app
- TOPdesk improved our customer experience