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.
TOPdesk Review
Happy, and lots of possibilities
TOPdesk review
TOPdesk is a great ITSM tool
We register their incidents and changes and keep track of assets …
Very great application to use!
TOPdesk review
A flexible tool to manage your Incidents and Changes and give your customers the tools to help themselves
TOPdesk makes your workday better and easier!
TOP! Desk
Greatest job ever: TOPdesk administrator and do it all!!!
Great app
A lovely company with an extensive system
Usefull application for supportive teams
TOPdesk
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
- Self-service tools (168)8.686%
- Configuration mangement (141)8.686%
- Organize and prioritize service tickets (182)8.383%
- ITSM reports and dashboards (148)7.777%
Reviewer Pros & Cons
Pricing
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
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Would you like us to let the vendor know that you want pricing?
82 people also want pricing
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Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 8.3Organize and prioritize service tickets(182) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 7.8Expert directory(125) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 8.2Service restoration(122) Ratings
Impact assessment and automated fixes for common problems
- 8.6Self-service tools(168) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
- 8.2Subscription-based notifications(124) Ratings
Users subscribe to notifications for ticket updates
- 8.3ITSM collaboration and documentation(140) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 7.7ITSM reports and dashboards(148) Ratings
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
ITSM asset management
Managing all IT assets and enforcing policy rules
- 8.6Configuration mangement(141) Ratings
Database for tracking and reporting all business assets
- 8.1Asset management dashboard(129) Ratings
Dashboard showing organization's software portfolio
- 8.1Policy and contract enforcement(99) Ratings
Ensuring that requesters have eligibility before fullfullment
Change management
Ensuring standardized processes for making changes to IT infrastructure
- 8.1Change requests repository(139) Ratings
Single repository of all planned changes and releases
- 7.9Change calendar(110) Ratings
Calendar showing change schedule to stakeholders
- 8.1Service-level management(119) Ratings
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is 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 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 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
Compare with
Reviews and Ratings
(388)Attribute Ratings
- 9Likelihood to Renew95 ratings
- 9.1Availability9 ratings
- 8.1Performance9 ratings
- 9.6Usability26 ratings
- 8.8Support Rating155 ratings
- 8Online Training2 ratings
- 10In-Person Training2 ratings
- 9.1Implementation Rating14 ratings
- 8.7Configurability8 ratings
- 9.1Product Scalability9 ratings
- 8.2Ease of integration15 ratings
- 9.1Vendor pre-sale7 ratings
- 8.9Vendor post-sale7 ratings
Reviews
(1-25 of 88)TOPdesk - Easy to use for Admins and End Users.
- Asset Management.
- Call Management.
- Assigning and Replying to Calls.
- Asset Documentation Creation and Storage.
- Knowledge Base.
- New Checklist System.
- Call Filtering and Folder Management.
- Creating new Call Categories.
TOPdesk Review
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 review
- 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 review
- 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
A flexible tool to manage your Incidents and Changes and give your customers the tools to help themselves
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
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.
TOPdesk makes your workday better and easier!
- 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
Great app
- 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
Less appropriate for IT development teams.
TOPdesk
- INcident management; quick resolving issues
- Implement client wishes by action sequences
- Self Service Portal: shift left
- action sequences
- update knowledge items My Topdesk
- scripting
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")
Happy TOPdesk user
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
Great software
- 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
- 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
Satisfied user
- Incident management
- Action sequences
- Asset management
- Change management
- Advanced editing possibilities in template
- Registering calls
- E-mail communication with our users and customers
- Easy to manage with a lot of possibilities
- More report possibilities and features
Good but could be better
- Single place of data entry
- User interface could be better
- The product seems to be complex
- Adding new tiles could be more intuitive
A platform that we cant do without
For FM it is the center software platform where we provide our services for the employees of our partners.
We want that our employees willl use TopDesk more and more so trhat we can centrelise our information flow en use that information to better our services.
- Simplicity (easy to understand)
- Interface friendly
- Easy to manage from a service employee
- Useable in big any small organizations
- Possibility to work with maps where you can manage the workplace in real time
- Use it for audits
- Use it for a centrilized MJOP
Less: Rapportages, workplace management
TOPdesk: TOPproduct, TOPservice
- Support by TOPdesk is excellent. Until now, we didn't have any issues when support was requested.
- The latest version supports ADFS/SAML authentication. In the former version, this was an add-on you should buy.
- Continues development of the product bearing in mind the user's input.
- Copy and paste functionality of pictures.
- Approval by "managers" of simple changes. Currently, only Extensive Change has this functionality.
- Rich text formatting in Change Management module.
- Rating of Changes, currently only a rating of an incident can be used.
Great features and usability
The Self Service portal provide our employees with a up to date knowledgebase and a quick way to create tickets and ask questions.
- It is very easy to use. Explaining it to a new user takes 15 minutes at most.
- The great API features make integrating other applications a piece of cake.
- Modular build, and easily customizable, so you only see what you use.
- Fast and reliable.
- Its mobile usability could be better. Simple features are missing, like adding photos to an existing call.
- The self-service portal should be a little bit more customizable.
TOPdesk: a movement of service.
- Fast to address incidents, reported by telephone
- Fast tool to get information about customers
- Modular, so we started with only incident management, but now we have change management, operations management, and object management
- Fast replies of questions.
- In the SSP it is not possible for our customers to get an export of their own incidents in, for example, Excel.
- Email notification of incidents in the organization, For example, to client managers at our site and customer site.
- Integration with other tools like Power BI, report manager.
The better professional helpdesk system
- Users have access to a very easy to use helpdesk system
- Support desk employees have a full overview of all outstanding and open calls
- As a manager, you have several tools to overview the performance of your department
- TOPdesk is definitely not the cheapest helpdesk tool
- TOPdesk is not a tool for building a complete document library
good program - needs a few tweaks
- Ease of logging issues.
- Each user can customize their view.
- Target dates and time make it easy to sort.
- Being able to sort on multiple columns (i.e. new work orders by target date).
- Reporting is very complicated to create and export.
- Getting this system to talk to other systems for information sharing continues to have disconnects.
Happy with TOPdesk
- Clear
- Fast input
- Mail import possible
- Reporting options
Great Company with good knowledge about servicemanagement
- Service and self-service are top priorities for our business, TOPdesk fits perfectly with this
- The modular structure of TOPdesk helps to set up the application to our wishes
- The user interface is easy to understand for every employee
- further development of the module Workplace reservation
- The module New Asset management will eventually replace the module configuration management but needs further development
4 Month in Review of TOPdesk!
- Ticket creation and tracking
- Very versatile in its setup
- Love how tickets can be related to a Kanban board.
- Difficult to setup because it is so versatile
- Better custom mapping abilities for tickets to Kanban board categories
- More Kanban custom categories
- Difficult for users to reset their own passwords
TOPdesk: At the TOP of the Game
- Customer-centric service
- Ticketing workflows
- Enterprise solutions
- Mobile app
- Supporting building of self-service portal
Welcome to the modern age of the Help Desk.
- Clear correspondence with our users.
- An easy to view list of past ad future change management items.
- An easy to navigate self help knowlegebase.
- The widgets are helpful, but being able to have separate ones for specific ticket types would be helpful.
- The ability to integrate into a departmental google calendar for change management would be helpful.
- Displaying dates in a short numeric format would save on screen real estate.
- This one is highest on my list - the ability to mass edit / assign tickets!