TrustRadius
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.https://dudodiprj2sv7.cloudfront.net/product-logos/DY/sg/CARZX2SALMK8.JPEGTOPdesk is a great tool to use in our ICT processesWe use TOPdesk for ICT processes: incident and change management processes.,Incident process Change process CMDB process,Nothing, TOPDesk is working perfect.,10,Our relation to our customers is improvedOn a simple but great ticketing system (that has a lot more functionality than just ticketing...)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.,8,We could implement a more formal follow up of the IT issues in our organisation. We have a better reporting of the use and the performance of our helpdesk and support organisation. We can better monitor our SLA's. No tickets are lost anymore. We have a more professional communication.,JIRA Service Desk, Zendesk, Microsoft Dynamics CRM and Salesforce Service Cloud,JIRA Software, Microsoft Exchange, SugarCRM,Entering a ticket Making a report Receiving updates about the ticket via e-mail Sending feedback on a ticket Viewing the status of a ticket online,Customising the product fully to your needs Receiving updates about tickets you watch (no alerting via e-mail) Constructing the knowledge database Consulting the knowledge database,9
Windows, Linux
TOPdesk
217 Ratings
Score 8.0 out of 101
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TOPdesk Reviews

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TOPdesk
217 Ratings
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Score 8.0 out of 101
TrustRadius Top Rated for 2018
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December 02, 2016

Review: "TOPdesk is a great tool to use in our ICT processes"

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.
Read this authenticated review
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December 22, 2015

TOPdesk Review: "On a simple but great ticketing system (that has a lot more functionality than just ticketing...)"

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.)
Read this authenticated review

Feature Scorecard Summary

Organize and prioritize service tickets (102)
8.2
Expert directory (69)
6.6
Service restoration (64)
7.4
Self-service tools (95)
8.0
Subscription-based notifications (73)
7.4
ITSM collaboration and documentation (79)
7.6
ITSM reports and dashboards (82)
6.9
Configuration mangement (83)
7.1
Asset management dashboard (73)
7.6
Policy and contract enforcement (61)
6.7
Change requests repository (77)
7.8
Change calendar (67)
6.9
Service-level management (68)
7.1

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 Impactâ„¢ 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

Bomgar Remote Support Software, Snow License Manager, QlikView, Qlik Sense, Lansweeper, Nagios, Okta, Microsoft Azure, Microsoft BI, Microsoft Dynamics NAV, OneLogin, Microsoft System Center, Microsoft System Center Configuration Manager, 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