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 is TOP!
User review of TOPdesk
User review of TOPdesk
Good Product!
TOPdesk is a Great Tool!
TOPdesk review
TOPdesk Review
TOPdesk in healthcare
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TOPdesk Review
Good tool
TOPdesk a great tool to work with
TOPdesk - Easy to use for Admins and End Users.
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
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
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Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 8.2Organize and prioritize service tickets(193) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 7.6Expert directory(133) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 8.1Service restoration(129) Ratings
Impact assessment and automated fixes for common problems
- 8.4Self-service tools(179) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
- 8.1Subscription-based notifications(131) Ratings
Users subscribe to notifications for ticket updates
- 8.2ITSM collaboration and documentation(147) 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.
- 7.4ITSM reports and dashboards(155) 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
- 8.4Configuration mangement(147) Ratings
Database for tracking and reporting all business assets
- 7.8Asset management dashboard(135) Ratings
Dashboard showing organization's software portfolio
- 8.1Policy and contract enforcement(102) Ratings
Ensuring that requesters have eligibility before fullfullment
Change management
Ensuring standardized processes for making changes to IT infrastructure
- 7.8Change requests repository(145) Ratings
Single repository of all planned changes and releases
- 7.8Change calendar(116) Ratings
Calendar showing change schedule to stakeholders
- 7.9Service-level management(125) 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
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Reviews and Ratings
(406)Attribute Ratings
- 8.8Likelihood to Renew107 ratings
- 9.1Availability9 ratings
- 8.1Performance9 ratings
- 9.7Usability27 ratings
- 8.7Support Rating164 ratings
- 8Online Training2 ratings
- 10In-Person Training2 ratings
- 9.1Implementation Rating15 ratings
- 8.8Configurability8 ratings
- 9.1Product Scalability9 ratings
- 8.2Ease of integration16 ratings
- 9.1Vendor pre-sale7 ratings
- 8.9Vendor post-sale7 ratings
Reviews
(101-125 of 195)TOPdesk Review
- Workflow Managments and uptime.
- Easily create forms for any new self service desk. Fast implementation of new workflows.
- Creating new users and archiving old users.
- Customizing more complicated workflow with different external teams.
- More options in creating more elaborate forms, adding pictures for example.
- more integration options for Azure, we currently cannot integrate fully with azure and manually upload everytime we create a new user.
It is well suited for ticket history and records retrieval.
It is not suited for team collaboration or collaboration with external users.
It is not suited with integration with office365.
Topdesk, Easy and effective
- managing incidents
- hardware configuration
- self service portal
- Mobile apps where you can sign a signature by the customer.
TopDesk is Great
- An employee is able to enter an IT problem or communication request in TopDesk.
- IT then receives the ticket and services it appropriately.
- We looked at using it as a project management system but found that it was more cumbersome for the novice user than some other systems that we looked at.
TOPdesk Review
- Comes up with suggestions when creating an incident
- Being able to follow your incident
- One portal for all your questions
- As far as we are concerned, the scrum board needs attention. It is not possible to add documents, and tacs.
TOPdesk is a very good tool for creating and registering and reporting incidents. The scrum board deserves attention. It is nice to accommodate as much everything as possible in an application, unfortunately, this is not yet a fully-fledged instrument.
We hesitated to use Profit (Afas) to register incidents because this application was already present. However, this was too limited in functionality for us. The forms that can be created in the SSP (Self Service Portal) are often much more flexible.
Top Shelf Product With A Great Support Team
- Easy for end users.
- Detailed audit reporting on tickets.
- Great support team.
- Great implementation team.
- We use SSRS for producing reports as the built in reporting system is not quite as granular as our admin team wanted.
Thinking about TOPdesk?
- Automatically reads designated mail folder and creates incidents from this; this function is saving us a lot of time entering incidents. In this way, we can respond much quicker to incident calls.
- Escalation of incidents. We use this a lot, because we don't want our servicedesk to be occupied with stuff they cannot solve in a fashionable time. In this way customers are getting the correct response much quicker.
- Report engine. Creating reports is really nice and you can make them the way you want them. This gives us the flexibility to create reports with all the necessary information for our customers.
- Give best practice tips when designing your Topdesk environment, in this way you won't run into discussions with a Topdesk consultant about the way you run things!
- Make it easier to design some work forms for jobs you do for customers and let them sign off.
- Get more functionality available as an add-on, there are examples where you need to buy enterprise license just to get a hold on some of those features.
Top marks for TOPdesk!
- Managing the support flow
- Ticket notifications and communication
- Flexibility for organization planning
- Top-notch support
- Could use better tutorials or a reference for more complex change requests
- Had some trouble with the API slowing down the SaaS server--too many hits
TOPdesk: Best in its class
TOPdesk is fulfilling a number of needs within our organization. First, TOPdesk gives us a centralized "help" location within our company so our employees can have a "one-stop shop" for all of their support needs. Secondly, TOPdesk is providing a centralized knowledge base for our departments and specific products for our employees. Lastly, TOPdesk offers an array of modules that many departments can utilize and share information or assets via.
- Large knowledge base repository that is searchable from basically anywhere, offers suggestions to the users, and can support images and gifs.
- Interdepartmental workflows--tasks can start in one department but end up triggering activities in tasks for other departments (employee on-boarding, for instance)
- Because there is so much functionality built in, the UI can look a little clunky for the operators.
TOPdesk would likely be overkill for a smaller organization that can probably get by using a less robust system.
Easy to implement and a great product!
- Easy and simple self-service portal
- Great automation for workflows, tickets, change management, etc.
- User sync with Azure AD
TOPdesk is the only way to go!
- Implementation was super easy and they trained us during this time. We were totally self-sufficient after implementation, meaning we could configure the system without calling TOPdesk for help.
- The Self Service Portal is my favorite part. We have tried to push adoption of a SSP in the past but until TOPdesk, it never took off. It is so user friendly associates would rather use it then call our help desk.
- You can only drill down to 2 categories. I would like 3.
TOPdesk provides top shelf functionality and value
- Change management - Detailed activity management with workflow.
- Incident management - Simple, user-friendly interface, multiple pathways.
- More functionality around resolution codes and status.
- Ability to switch from simple to complex changes more easily.
It is also well suited for use for finance functions where internal controls are required (like vendor set-up and change). I haven't used some of the other functionalities yet, but expect it would be useful in other areas as well.
Top Bo's TOPDesk Review
- The tracking of issues is excellent.
- Data entry is fast and logical.
- Time tracking is very good.
- It desperately needs the ability to search multiple categories at the same time.
- The export tool is very weak and complicated.
- The ability to edit self-service forms if they are incorrect would be very nice.
- Cross-referencing tickets is easy by just typing the incident number.
- There are many reports available out of the box.
- Single Sign-On using SAML makes it easy and safer to log on.
- Almost inherent in these products is the sheer volume of forms. TOPdesk doesn't make it easier compared to other products (but also not harder)
- Probably the version we use (on-prem), but there is a firefox issue where the "x" (lower case) key does not work in the actions field. The capital works fine.
Lesli is very happy with TOPdesk Lite!
- TOPdesk Lite is easy to implement.
- The Dashboard shows at a glance how many calls are open, which categories these calls relate to and how the calls are received.
- In addition, there is a multitude of reports available to help you find out for yourself what you would like to know from your data.
- The mail import functionality saves a lot of work: by sending all calls to one email address, they are automatically imported into TOPdesk Lite.
- One of the improvements I would like to have is the ability to make my own reports in TOPdesk Lite. At the moment I can use (quite a number) of pre-defined reports. But for the report I really want, I still have to export the data to Excel and create in Excel my TOPdesk report.
- For Topdesk Lite, I would like to have the possibility (at the start) to do the import of old calls that were registered in another system (or in Excel, in my case) myself. The only way it can be done now is to let Topdesk do/make the import itself (and this means extra costs). Also, the template for People (Pesonen) could do with more instructions.
TOPefficiency with TOPdesk
- Ease of use: TOPdesk has intuitive interfaces, you find everything you need without problems.
- Another positive point, and this I believe to be unanimous among its users, is the quality of the self-service portal. It is fantastic if you manage to insert a good database and knowledge, this will help in cases of small problems where the client will quickly find the solution and they don't need a call, saving the time of the support and relationship team.
- Another point I like about TOPdesk is its constant upgrades. this shows that the development team remains committed to bringing improvements to the customers of the product.
- The TOPdesk support and customer relationship team are incredible, they are solicited and provide quick service to any problem you have with the product.
- I would like the form designer that comes integrated with TOPdesk to be improved, not that it is horrible or something that can not be used, but it would be interesting if it was given more resources that would allow you to make forms that are not so basic and limited.
- The process of installing TOPdesk is somewhat complex. I think it could be more intuitive, although if you have a serious problem with it, their technical support offers great support and accompanies you throughout the installation process.
TOPdesk? Simply the best.
- Registration of incidents is very easy and doesn't take a lot of time. By pre-configuring options for the registration process, you can add a first or second line incident very quickly with all the information needed for the person who is going to solve the problem.
- Registering new hardware is simple and goes very quickly. For example, adding 100 new laptops (all the same model of course) is done in a few minutes time. Just add one complete new item and after saving this item you can copy 99 more. Just change the serial number and your ready.
- If anything goes wrong with the program, or you just simply do not know how to register something or how a certain list has to be made, you can just call or e-mail the TOPdesk tech department and they will help you get on your way again.
- I really cannot think of anything that I miss or would like to improve on TOPdesk. Every update or new version has the right tweaks so you do not have to learn the program all over again and this is a big plus.
Customer sherpa can get you there, a journey together.
- 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.
Great product for ease of implementation, but back-end customization can be limited.
We are planning to onboard the maintenance department.
- Change management request for cell phones with dual approval.
- Change management request for VPN access with dual approval.
- Inventory control with TOPsis scan.
- More customizing flexibility in the SSP... ex.: iFrames.
- All change management approval process visible within the SSP during manager approvals.
Perfect tool for small and medium size businesses
- Ease of use: TOPdesk is straightforward and easy to use for both operators and users.
- Support: the support provided by TOPdesk is of high quality level. I have always been satisfied with support.
- Flexibility: TOPdesk is customizable enough to allow it to fit within your organisation.
- Security: it is not so easy to set up and maintain a different level of access to the actual data in TOPdesk.
- Reporting: Reports are not so flexible. The new Reporting API is allowing for more flexibility but still needs improvement and focus.
Great tool for the bussines
- Self Service Desk for endusers works fine. Information about our services is easy to present. We use forms to guide user input and present the info to the right operator.
- We use incident management, change management and operational managent (recurring activities). It is all presented in one tool. Dashbords can be better to give more overview but the current release is almost fine.
- Single Sign On with Azure AD works great!
- Topdesk offers a Kanban planning overview. Incident management uses the Kanban board. Change management does not. This is a big loss.
- New asset managent is not completed. Reports and selections on assets are not availible. Basic function I think.
- Contract managent version history is not always easy to understand.
TOPdesk review
- The Self Service Portal is very powerful and easily customized with forms. Also getting results from within the knowledgebase while typing the subject of a new call, prevents some users from submitting a new call, because they already found the solution to their issue.
- Intuitive interface for the Self Service Portal and the operators. TOPdesk is not difficult to use.
- Inegration between the different modules in TOPdesk. For instance: an incident can easily be promoted into a change.
- The Self Service Portal can use some more customizability. It would be great if it would be possible to drag and drop certain modules on different places on a (sub)page. For instance the location of knowledge items of major incidents and field with just text.
- KPI's could be better. For instance a KPI that could trigger on the percentage of calls that have gone past their target date. Absolute number don't work in all situations.
TOPdesk as a service desk tool
For the IT department TOPdesk fulfills it's role as a service desk tool and CMDB. We have all the businesses we support listed and their hardware in the CMDB. And hardware and user are linked.
- TOPdesk is very good in automating emails.
- All user questions can be routed through TOPDesk.
- Powerfull CMDB.
- Ease of editing the CMDB.
- Mailing updates to customers with a one click button (though that might be a local (lack of) configuration).
- Timer for working on tickets.
TOPdesk a TOP application for ITSM processes
- Incident management and following up. The knowledge base is very helpful for us to look back to previous issues and to know what the solution was.
- We like the plan board so much - it is easy and native.
- Contract management is helpful for us to know when contracts are ending and with the e-mail warning, we are able to extend the contract before the contract is overdue.
- Sometimes the interface is a bit confusing as there are parts in ettings management and other parts in the module management.
- Here in Rwanda internet is not stable, so when there is a short hick-up the connection has been lost and will not come back automatically
Great stuff!
- Registering incidents (quick and complete)
- Monitoring status incidents
- Reports and overviews of incidents (for management)
- Sometimes hard to find incidents and other items, also regarding to the configuration
- Complicated menu structure
- Hard to understand the process flow
Topdesk upgrade succesfull at Thomas Regout International B.V.
- Very good incident management tool. Within one year we will be using this for almost all our departments to manage their incidents and questions.
- Good Change Management Tool. From the incident management module we can start change management for some issues with a nice workflow beyond it.
- The Self Service Portal is for the users an archive for a lot of procedures, users can manage their own call, questions etc. And because we are gonna use TOPdesk for HRM and Payroll all our employees will have an account and we will all be speaking the same language.
- Because we are using the new Topdesk version just for a short time it is difficult to answer this question.
- We will be evaluating the application all the time and will communicate any missing functionality with Topdesk.