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TOPdesk

TOPdesk

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.

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Recent Reviews

TOPdesk Review

9 out of 10
March 06, 2024
We use TOPdesk for employees and students. The onboarding of employees was not digital with us and we have now automated this by means of …
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TOPdesk review

10 out of 10
March 04, 2024
We use TOPdesk for various ends, to catalog our incidents, the change request and for asset management, this works fantastic as we were …
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TOPdesk review

7 out of 10
February 23, 2024
Incentivized
We use TOPdesk as our ticket management system. For all of the support questions of the customers we make tickets, which are uses by the …
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TOP! Desk

8 out of 10
September 12, 2023
I’m using TOPDesk as an operator for user issues, incidents and changes related to campus real estate for TU Delft
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TOPdesk

8 out of 10
August 21, 2023
TOPdesk is used to manage internal services and host reservations
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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

View all 13 features
  • Self-service tools (168)
    8.6
    86%
  • Configuration mangement (141)
    8.6
    86%
  • Organize and prioritize service tickets (182)
    8.3
    83%
  • ITSM reports and dashboards (148)
    7.7
    77%

Reviewer Pros & Cons

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Pricing

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Unavailable

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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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.2
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

8.3
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

8
Avg 8.4
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Product Details

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.

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 Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Linux
Mobile ApplicationApple iOS, Android, Windows Phone, Mobile Web
Supported CountriesGlobal
Supported LanguagesEnglish, 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.

Reviewers rate Self-service tools and Configuration mangement highest, with a score of 8.6.

The most common users of TOPdesk are from Mid-sized Companies (51-1,000 employees).

TOPdesk Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)5%
Mid-Size Companies (51-500 employees)55%
Enterprises (more than 500 employees)40%
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Comparisons

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Reviews and Ratings

(388)

Attribute Ratings

Reviews

(1-25 of 88)
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Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use TopDesk to manage our IT Service Desk calls and IT Assets. This allows us to track every call and what progress has been made on it, along with monitoring Asset locations and specifications in the same application. We also use the Asset List to create automatic loan documentation for devices we give to staff members.
  • 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 is very well suited for IT ServiceDesk environments. Managing calls efficiently, creating a knowledge base and Self Service Portal for end users, and managing all IT assets make it easy for IT Admins and End Users to use and navigate TOPdesk. It would be less appropriate in places that don't support end users or primarily contact suppliers.
March 06, 2024

TOPdesk Review

Remon Kragtwijk | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We use TOPdesk for employees and students. The onboarding of employees was not digital with us and we have now automated this by means of TOPdesk. We also this as incident tooling, it allows users to submit requests, track progress, and communicate with service providers. One of the benefits of using TOPdesk is that it can automate workflows and tasks, such as employee onboarding.
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 is extremely suitable for managing incidents and problems. TOPdesk can also be used in combination with a webshop to purchase assets.The self service portal helps the students with finding the right information about laptops and lockers.
March 04, 2024

TOPdesk review

Dennis van Hoven | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use TOPdesk for various ends, to catalog our incidents, the change request and for asset management, this works fantastic as we were previously using a mailing system to work on tickets. But with TOPdesk we can instantly see what the top priorities are and its also very helpful to see when someone has updated their ticket. Would 10/10 recommend.
  • 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 is perfect to manage caseload and to register who has to complete the next action on a case, also as an asset management system its really easy to use. I really enjoy working in TOPdesk because you get a fast overview of what has to be done at a given day, this helps me prioritize my tasks.
February 23, 2024

TOPdesk review

Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use TOPdesk as our ticket management system. For all of the support questions of the customers we make tickets, which are uses by the support department to answer the questions of the customers. We also use TOPdesk to store the solutions of different problems, so we can easily find solution to help the customer with the issue they are experiencing.
  • 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
It is a good tool when you want a tool for managing al your support questions. It is also able to store items and you can track hardware within TOPdesk. I don not recommend using that, because the use of an ERP system is much better at that. It is better to create a connenction between the different tools via an API, which TOPdesk supports.
Score 9 out of 10
Vetted Review
Verified User
We use it for incident and change management and for the internal ordering process, as well as some special actions (recurring tasks or contact to some external support).
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
I think TOPdesk is best fitted in small to medium businesses, if there is someone capable of programming the rule sets. Those can be hard to create properly or maintain over time.
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We are using TOPdesk within the Business Support team. All employees of Florys Groep use the portal to get support from our team. For financial,administration,facility,IT purposes. Before we are working with another ticket system without asset management,contracts and the mailbox.
  • 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
We can make better priorities on tickets. The reporting helps to explain how many fte is needed for the job.
August 22, 2023

Great app

Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use TOPdesk as a ticketing and communication system for question and queries from our external customers.
  • 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
Great as a ticketing system to divide tickets among your team.
Less appropriate for IT development teams.
August 21, 2023

TOPdesk

Score 8 out of 10
Vetted Review
Verified User
TOPdesk is used to manage internal services and host reservations
  • INcident management; quick resolving issues
  • Implement client wishes by action sequences
  • Self Service Portal: shift left
  • action sequences
  • update knowledge items My Topdesk
  • scripting
In my opinion, It has a great look and feel.
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")
August 21, 2023

Happy TOPdesk user

Remco Veens | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Support & Procesflow for the backoffice to provide support for all users. Repeated actions are brought down to save a lot of time and provide self support to all users in our organisation.
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
TOPdesk is a tool to support the organisation, how you use and implement the tool decides the success. I think the TOPdesk consultants are very knowledged in how this can be implemented the most smart way.
August 18, 2023

Great software

Score 9 out of 10
Vetted Review
Verified User
Managing and registering all the incoming issues, reported by phone email and face-to-face.
  • 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
Great software for incident and change management. Give you good overviews and insights in the operation.
Kevin Stouthandel | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
The topdesk application supports the IT department in getting an overview of all the activities they need to do. For our end users it supports the posibility to registrate incidents, problems and changes. Also they can find an overview of assets on their name. Within Topdesk we use our asset management module to registrate all hardware software, including all licenses. With automated action we have automated some processing steps for our needs.
  • 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
You can setup your topdesk environment to the needs of your organization. Most things are available in the default license
August 18, 2023

Satisfied user

Arash Dini | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Topdesk for asset, people and incident management. Use cases differ from from employees joining the company, to small and big changes.
  • Incident management
  • Action sequences
  • Asset management
  • Change management
  • Advanced editing possibilities in template
It's well suited to function as an incident knowledge database for information on how earlier incidents were handled. This may translate to faster incident resolve times
Maarten Freije | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
TOPdesk is being used by almost all of our service desk and second line operators. Also a great deal of our customers use TOPdesk, which we use and/or manage.
  • Registering calls
  • E-mail communication with our users and customers
  • Easy to manage with a lot of possibilities
  • More report possibilities and features
TOPdesk is ideal for IT service management and facility management, but can also be used for other departments such as HRM, reception etc.
Peter Geerlings | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Primary tool for reporting IT issues in the hospital. After submitting a report er cannit track how the issue is resolved. I can respond to questions sent by the person who is dealing with the issue. I would like to have more insight into how efficient reports are handled. I would also like to make it more user-friendly
  • Single place of data entry
  • User interface could be better
  • The product seems to be complex
  • Adding new tiles could be more intuitive
It's the only tool I know that is recommended by the IT department
Score 8 out of 10
Vetted Review
Verified User
For daily use. We make reservations for worplaces, meeting rooms, catering.
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
Best: Making lunch reservations, reservation for meeting rooms, a place where our employees can make complaint for example cleaning

Less: Rapportages, workplace management
Adrie Bergwerff | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
TOPdesk is used almost across the whole organization. But also our customers have access to it. TOPdesk is used by customers and our internal user for filing Incidents and Changes. My department is using is to support customers and internal users, but also for planning and registering hardware. Currently, we have approximately 20 TOPdesk operators. For our customers, we also have planned reports for SLA reports.
  • 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.
Well suited for Incident Management!!! Less suited for: For Change Management (simples changes) we miss the functionality that a "Manager" can approve a change from within the Self Service Portal.
Roel Assenmacher | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
TOPdesk is used by the entire organization to record, manage, and track incidents. It is used internally for (e.g.) IT and Facility Management, but we also record all questions and incidents from citizens. TOPdesk lets us track every call from start to end and lets us easily collaborate across all departments. Besides incident tracking we also use TOPdesk for problem and change management.
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 is well suited for IT, facility, and reservation and asset management. It doesn't matter how many users or incidents you need to register. It is less suited for complex asset management. Linking items, and building up an item from multiple other items is difficult. It lacks access control on the knowledgebase, which makes it unusable for the IT department.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
It's used by a department. It's used for incident management for our external customers for incidents in the industry related to software, process, and hardware.
  • 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.
Incident management is excellent. It's less suited for modifications at the software site to get the interaction. Extern customers, instead of in-house.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
All members of the ICT and the facility service department use TOPdesk for administrating questions of users, follow up these questions and communicate the solution to this questions. Also as head of the ICT and facility service department, I can follow the performance of our departments. All reciprocal tasks are administrated, controlled and checked for execution by TOPdesk
  • 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
If you want a professional helpdesk tool, TOPdesk is definitely the right choice. If it has to be cheap, there are a lot of other choices, but definitely not as good as topdesk.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
TOPdesk is currently being used by our Facilities Operations and Project Management teams. It is helping us streamline operational and planning issues and giving us one platform to assist in maintaining project-related information for buildings, and then ongoing maintenance.
  • 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.
The ability to see all work orders, whether assigned or not, is helpful. The ability for technicians to create work orders or transfer them between each other within a technician group is great. In some environments, the ability to move work orders between technician groups is a great feature. I think the reporting functionality needs significant improvement. I need to be able to extract data monthly and not continue to have reports that take 20 minutes to export because we are unable to pick our export information. One other thing we would like to see is email notifications enhanced so that as users respond to technicians, they get an email letting them know. We seem to have some issues with this notification.
April 08, 2022

Happy with TOPdesk

Peter van de Klundert | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
We use TOPdesk to record all our incidents in the IT department. We also record who, what has hardware, and what problems there are with this.
  • Clear
  • Fast input
  • Mail import possible
  • Reporting options
TOPdesk has been a good choice for us to monitor our incidents. Too much knowledge was in the heads of individuals and therefore difficult to access. By sharing our knowledge via TOPdesk, we have a better overview of the ongoing problems on IT matters, but we also share knowledge. The number of incidents can also be measured and it is no longer just a feeling. Our hardware and faults on it are now also transparent and measurable. For us, TOPdesk is great
Score 8 out of 10
Vetted Review
Verified User
We use TOPdesk as the self-service portal for our employees. For instance, we use it for change management, incident management, and reservation management. With the implementation of TOPdesk, we are able to structure the workload for our application managers.
  • 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
Service and self-service are top priorities for our business. TOPdesk fits perfectly with this. The self-service part of the application, in particular, has developed considerably in recent years. The customer has a central position and can enrich his knowledge bij looking up articles. Suggestions of these articles are also shown when the customer wants to create notifications. This may help the customer faster. It is very easy to create these articles. Thanks to TOPdesk's modular structure we can set up the application to our wishes. Upscaling and downscaling of modules are also possible and easy to arrange. However, the module workplace reservation must be further developed. For example, the user interface, additional functionality, and also the link with MS Outlook can be much improved. The module New Asset management will eventually replace the module configuration management but needs further development
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We are still in the middle of implementing everything we want to in TOPdesk, but we use it for IT ticket tracking, asset tracking (computers, printers, etc), and as a time tracking tool for our IT staff. We needed a way for each of our multiple office locations and remote employees to be able to submit tickets and for the IT team to keep track of them. Also, the branch managers wanted to be able to see reports of what was happening in their branches.
  • 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 is awesome if you need a ticket system for tracking any IT or computer needs. Software requests, bugs, hardware malfunctions, etc. You can create a knowledge base that adapts to the user's input in real-time. That is super cool. It is a bit cumbersome to track computers, OS versions, and assets in general. That said, asset tracking is just a pain period.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
When our previous ticketing system reached its end of life, we determined that the Facilities and Information Technology departments would benefit from an enterprise system that would allow us to share tickets between our departments. Every step of the way, TOPdesk has exceeded our expectations. The tools it provides are powerful and solve real problems with ease. Implementation was straightforward and well-supported, and they are always available with questions and solutions afterward. In addition, their philosophy and customer service solutions have helped our departments improve our service and focus more clearly on our goals together.
  • Customer-centric service
  • Ticketing workflows
  • Enterprise solutions
  • Mobile app
  • Supporting building of self-service portal
TOPdesk is a great solution if your departments are ready and willing to work together as a full team across boundaries to build a system, implement it, and maintain it long-term. It will not be a good solution if your teams are not ready to work together across departments.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We have recently moved from BMC Track-It! to TOPdesk for our Information Technology support tickets and change management needs. Other departments such as word processing and online learning also use TOPdesk to manage their work requests. We needed a modern solution to provide all levels of technical support to our users, as well as better visibility into our operations for our managers. We plan on rolling out the usage of TOPdesk for asset inventory, and we are using TOPdesk for supplying our end users with self-help and submitting their own trouble tickets via the web.
  • 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!
We are still learning and tweaking our setup so this comment might not be 100% accurate, but this system seem more suited towards a smaller environment rather than a large corporation.
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