TOPdesk Reviews

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Score 7.9 out of 100

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Reviews (101-113 of 113)

Matthijs Muller | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
We use TOPdesk as a service management system for the registration and support of the IT ITIL processes: Change, Incident, Config, Problem.
  • It has a basic setup that can be used without much need for configuration. This way you can quickly start with the use of the tool without the need of extensive knowledge of the tool.
  • The main focus is incident management. This module is well developed and suited for the task.
  • I feel the tool is most suited for small to middle sized companies who are starting with the implementation of working via processes and would like to combine multiple supportive business units in one tool (shared service center).
  • I would change the modular setup of handling incidents, changes and problems. Currently it is really hard to change an incident into a service request or a problem if it was wrongly classified in the beginning. And due to the modular setup new features are most of the time first available in the incident module and not in the others. Therefore the modules are not uniform and different solutions, work methods, have to be implemented with is not efficient and is confusing for the users.
  • Working with templates would be a plus. So [would] changing hardware configurations in bulk, deploying rights and settings to users, changing sets of changes or incidents etc. Besides some small options this is not broadly available in the tool.
  • We use a Test, Acceptation and Production setup. Though every change of a setting has to be manually configured through the different environments. This makes it not only very labor intensive it is also very prone to mistakes. We would like to see an option where you can export a set of settings (changes in the tool) and import those, so you can easily move and test different options.
  • I find it strange that a tool that on of its core purposes is to support ITIL processes, does so badly support changes within the tool.
  • There is no intelligent syntax checking in the interface of any field of the tool, besides the database check of text, number or date. The user does not get any help with what to enter where or help with reformatting values. Something you would expect from a cloud-based web tool in 2016.

Works fine for smaller companies that would like a tool that is easy to set up and not too complicated to maintain; as long as you are willing to change the way you work to the options available in the tool.

Does not work so well for bigger companies with more complex infrastructure and more dedicated systems that have to be combined.

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Edwin van Korlaar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We've been using TOPdesk for over 10 years at the moment. We are planning to upgrade to the latest version (6) at this time. At the Xcellent ICT Group, we use TOPdesk for the service delivery to our end customers and internally to support our whole organisation (75 FTE). Our helpdesk team also works with several TOPdesk instances which are in place with our large customers that have an on-premise or SaaS-based TOPdesk instance for the company they work at. TOPdesk is great for incident management and delivering a scalable service management tooling based on the needs of your organization.
  • Self-Service Desk - this great functionality sets your users in place for 24/7 incident management and delivery of a knowledge base.
  • Modular base - Based on the needs of your company you can choose which modules fit for your organization.
  • More functionability for Managed Service Providers
TOPdesk works very good for our company, so it will suit for every MSP.
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Nuria Reques Waterink- de Waal | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Topdesk was implemented to give our organisation transparency, predictability and efficiency on IT service management processes. However, while implementing, the benefits of the Service Management tooling were so obvious, that Topdesk has been expanded to support the service process of all internal processes within the organisation. This includes: Meeting Room Management, Visitor Management and Driver Planning. The success factor of this company wide implementation is a single entry for end-users on a self service portal and the integration of services and service activities across organisational units.
  • Self Service Portal: the portal is user friendly and has a modern and fresh look. By using tiles with graphics, end users can easily find what they are looking for. The search function on the Self Service Portal is very strong.
  • Workflow engine: with the embedded workflow engine, Topdesk provides you with an easy tool to create and modify workflows and their approvals. You don't need to be an engineer to create a workflow.
  • Integration of Services: it's very easy to integrate services. An example is the integration of Meeting Room Manager and Visitor Management. From creating a meeting room, a visitor can be registered in the system. Only 1 action is needed for that, instead of 2. Another example is the selection of supporting services for an event.
  • Sometimes a module cannot be used effectively without purchasing another module. An example is that Reservations Management cannot be used as it should without the module for Building Management.
  • Deployment for test to production is a manual interface. Everything has to be typed over from test to production and all settings have to be copied to the production environment. That is very error-sensitive.
  • Sometimes it's difficult to find tickets and changes. You have to know how to search or type in the numbers exactly with spaces in between.
TOPdesk is very suitable for service processes - all kinds of service process, from IT Service Management to catering services, facility management, support services, Helpdesk, et cetera.

It is not very suitable for processes were financial management comes in.
Read Nuria Reques Waterink- de Waal's full review
Ron Versteeg | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

We make almost the entire organization use TOPdesk. It gives us an overview of the quality of the provided support and accelerates some of our processes including the delivery of hardware in combination with a WACON tablet to digitally sign or a QR code as a service solution for coffee machines in house from an external supplier. Thanks to the application and its options, we were able to speed up the process so that there is now no effort on the part of our organization in the case of a malfunction.

The modules are easy to use and there are many coupling options such as XML. Currently we use almost all TOPdesk modules and handle about 160,000 client contact moments at our support desks every year.

  • We use TOPdesk in combination with other programs such as Q - Manage (Dutch Network Security Program). When a device status is "stolen" or "stock", it will be directly blocked by our network.
  • We use the module reservations management so we can streamline many applications. The customer can reserve themselves the necessary resources such as laptops or speaking areas. They do this themselves in the SelfService module and receive immediate confirmation by email.
  • Through cooperation with the Facilities department, we are able to handle complex issues such as department relocations alignment.
  • Due to the enormous growth of the company the customer experience from the development departments is sometimes forgotten. This is a focus point which is also seriously taken up by the program owners.
  • I would like to see a certification track. How can users prove that they are experienced users of TOPdesk?
TOPdesk fits perfectly in our company. It's easy to modify. The consultants of TOPdesk provide you a quick and solid solution for every case and they are willing to think in terms of your own processes. The support desk of TOPdesk is easy to reach. There are annual meetings to meet with other clients and there are so-called "consultancy hours" where you can speak an hour one on one with an expert for free. This can be a few times a year. There are webinars and loads of other possibilities to learn.
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Jaap Broens | TrustRadius Reviewer
December 15, 2016

TOP(of the bill)DESK

Score 8 out of 10
Vetted Review
Verified User
Review Source
TOPdesk is used by the entire company. We use TOPdesk for incident and problem management as well as for making changes and our SelfServicedesk portal.
  • Their support department is phenomenal. There are enthusiastic people always pull out all the stops to help you!
  • All of their standard modules work fine. 2 or 3 are missing (in my humble opinion) functionality, but that's easy to fix [see below].
  • Finally, the value for money is fine.
  • 1: The Form Designer module. That one is missing some functionality.
  • 2: The visitors registration module. That ons also is missing functionality.

TOPdesk is well suited for IT, and facility management.

If you use TOPdesk only for making Reservations, for example, at a company restaurant, then there is a slight chance that you will miss functionality.

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Bart van Oirschot | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We are a small local car, van and trailer rental company (Wageningen, the Netherlands).
We use TopDesk for:

- Planning
- Customer information & registration
- Maintenance & vehicle history & calculation
  • Planning overview for vehicles works really well for us.
  • You can put loads of information in the system without losing the overview.
  • Automatic booking confirmations works really well for us.
  • Vehicle planning which is suitable or at least visible on a smartphone.
  • Smaller package for smaller companies maybe. We are not using all the available options.
  • Invoicing option would be great. We are now using another program for the invoices we send to our customers.
Even for a small company TopDesk works fine! The system has not been developed specifically for the kind of company we run, but it works out really well!
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Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
TOPdesk is being used currently in the Information Technology department, primarily for Incident and Asset Management. It is possible that we will add project and/or resource management at some point. It is also likely that use of TOPdesk will be expanded to include incident management for our Campus Operations department in the future.
  • Relatively logical and organized user interface. Although it has its quirks, the interface is practical and function with some degree of user personalization available.
  • Workflow. Ability to organize dependency related workflows and templates is a key feature.
  • Knowledge base. The centralized knowledge base is definitely a key feature for us, allowing us to collect, organize, and easily edit vast quantities of existing knowledge.
  • User interface & layout. While the user interface is far better than any of our previous products, it does have some layout issues resulting in excessive mousing around for routine tasks, and not enough keyboard integration.
  • Highly customizable. Sometimes the highly customizable nature of TOPdesk can seem daunting. Planning outside TOPdesk before embarking on customization activities is key to getting where you want to go with the product.
TOPdesk performs well, once user workflows are defined, at the daily routine of incident and change management. For our organization, the inclusion of an easy to use knowledge base has been key. The more we use and refine our use of TOPdesk the more we find ourselves taking advantage of its strengths. It takes time and commitment to really get the hang of any enterprise-class service management software, but the hard work is turning out to be worth it.
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Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
TOPdesk is used within the whole organization. Supporting both IT and facilities team. The software is used to receive incidents, changes and problems. All communication over these issues are communicated through the TOPdesk platform. We also use TOPdesk for managing objects, like PCs, laptops and (mobile) phones.
  • Easy configuration for your own process
  • Continously improving with new and more advanced features
  • Cross platform integration, objects for example can be reached by several modules
  • Managing objects per person could use an update
  • It's not that easy to get reminded (without email) when there are incidents, changes and problems issued to a user. You need to check more than one module for a complete overview
  • It would be nice to have an option to use a user agreement when delivering a laptop for instance to an employee, which he/she need to sign
TOPdesk is well suited for small to medium-sized companies. With bigger IT departments it's recommended to use more specialised systems.
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Anonymous | TrustRadius Reviewer
November 30, 2017

TOPdesk Review

Score 7 out of 10
Vetted Review
Verified User
Review Source
TOPdesk is being used through the whole organization, specifically to get requests at the right service points. Topdesk enables us to follow the incidents reported, find trends and create standard procedures/solutions for re-occurring issues. Also, TOPdesk is an easy way to provide specific solutions through the knowledge base, so one described solution is enough to solve the same problem through the whole organization. TOPdesk is also a cmdb, which makes it able to follow the assets life cycle.
  • cmdb
  • incident/problem management
  • knowledgebase
  • integration with other monitoring tools to create tickets
  • SSO with multiple domains
  • cross platform topdesk apps
With change management, the configuration management gives a fast view on possible correlations of systems that could be impacted.
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Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
It is used by some internal service providers (IT, facilities) to manage their services.
  • User Friendliness
  • Easy to configure and Implement
  • Self Service Portal
  • Support for procurement of hardware
  • Onboarding of employees

- Incident & Problem Management

- Basic Change Management

- Request Fullfillment


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Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use one TOPdesk installation to enable a service management solution for 9 of our business units in Europe. These business units can use the tool locally to deal with their issues (incidents/changes) or they can escalate their calls to the European IT organisation, all in one TOPdesk installation. The TOPdesk SelfServiceDesk portal is used to raise the calls and to provide the end user realtime status updates on their issues.
  • Easy to use Incident Management.
  • Performance/stability.
  • The TOPdesk vendor has a very good support team.
  • Reporting and selections. The reporting options are easy to use, but also limited in functionality. Reports can be scheduled to run automatically and to provide output per mail or in a document. Selections are more powerful, but there is no option to schedule them.
  • Change Management module is powerful, but has a steep learning curve.
  • The SelfServiceDesk. Good to see that there are great improvements in the latest TOPdesk version.
It is easy to use, especially for incident management. The SelfServiceDesk is self explanatory, there is hardly any need to train the users of the SelfServiceDesk.
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use TOPdesk for ICT processes: incident and change management processes.
  • Incident process
  • Change process
  • CMDB process
  • Nothing, TOPDesk is working perfect.
TOPdesk is perfect for ICT incident and change process.
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Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use TOPdesk as a ticketing system for all of our internal users and for the internal users of some external organisations that work on our IT infrastructure. The users can log tickets for all issues they have with their IT infrastructure (hardware as well as software). We promote logging the tickets via the TOPdesk portal, but we take also tickets via e-mail, phone or even fax. We have a semi-automatically intake of e-mail tickets. We do a human filtering to avoid spamming of our system.

Tickets are taken in first line by our help desk team. If tickets can't be solved by the help desk team, than tickets can be escalated to the suited support team, to the support organisation of a vendor or to the management of the help desk & support team. All communication happens via e-mail and all interactions and time registrations are logged in the system. These registrations are used to monitor our SLA's.

TOPdesk is a set of different modules and the ticketing module is the central part of the application. We use the ticketing module also for handling questions in one of our business service departments. We use it, as it was an application we had already in house, but it is not really suited for that.

Furthermore we bought also some facility management modules to manage the reservation of meeting rooms in our organisation.




  • Rather cheap but each module has an extra cost.
  • The TOPdesk organisation listens to the community. Next versions of the product contain often new wanted features.
  • Open. It's easy to integrate your corporate data in the product.
  • Broad set of functionality.
  • Browser based, so easy to deploy.
  • Communication can be adapted to your corporate identity.
  • Every extra module has an extra cost (most modules cost the same and there are little economies of scale).
  • Rather rigid functionality. You have to use the functionality as provided. It's not always easy to match that to your own needs.
  • Not at lot of standard integration with other products. We could use an integration with JIRA e.g. but that's rather hard to do.
If you need a ticketing tool (ITIL, facility, ...) with a good set of standard functionality and easy installation than TOPdesk will be a good choice for good money. (Most small or medium enterprises.) If you need a highly customisable product then TOPdesk will have too many limitations. (E.g. not suitable for big multinationals.)
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Feature Scorecard Summary

Organize and prioritize service tickets (113)
8.4
Expert directory (75)
7.1
Service restoration (70)
7.6
Self-service tools (104)
8.7
Subscription-based notifications (77)
7.8
ITSM collaboration and documentation (88)
7.8
ITSM reports and dashboards (91)
7.1
Configuration mangement (89)
7.1
Asset management dashboard (79)
7.7
Policy and contract enforcement (64)
7.3
Change requests repository (86)
7.8
Change calendar (74)
6.9
Service-level management (72)
8.0

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 Impact™ 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

BeyondTrust Remote Support (formerly Bomgar), Snow License Manager, QlikView, Qlik Sense, Lansweeper, Nagios Core, Okta Workforce Identity, Microsoft Azure, Microsoft BI, Microsoft Dynamics 365 Business Central (formerly Dynamics NAV), OneLogin, Microsoft System Center, Microsoft System Center Configuration Manager (SCCM), 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