TOPdesk Review
TOPdesk is used for incidents, like facility problems e.g. a broken toilet, internet not working, computer authorization, application …
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.
Recent Reviews
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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
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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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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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.
- 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 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.
ServiceNow IT Service Management, Planon Universe, and Cherwell Service Management are common alternatives for TOPdesk.
Reviewers rate Self-service tools and Configuration mangement highest, with a score of 8.4.
The most common users of TOPdesk are from Mid-sized Companies (51-1,000 employees).
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
Reviews
(26-50 of 195)Companies can't remove reviews or game the system. Here's why
August 22, 2023
Great app
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
August 21, 2023
A lovely company with an extensive system
Score 6 out of 10
Vetted Review
Verified User
We use it mainly for self servicing our clients and change management requests for customisations in accountancy parts, functionalities. We want to offer an extensive knowledge base for our clients, control assets within Asset Management and publish releases through news articles on TOPdesk. So our scope is broader than support only.
- Implementation
- Friendly faces
- Lovely headquarters
- Public KB and release management pages for customers
- More advanced SSO with other parties
- More modern UI
August 21, 2023
Usefull application for supportive teams
Score 9 out of 10
Vetted Review
Verified User
We use TOPdesk for our Supportive departements. Business problems are mostly the willingness of our employers.
- Action sequences
- Charge management
- Mailimport
- Quick Support
- Knowledge management
- Examples of action sequences
- Scrum
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
August 21, 2023
Happy TOPdesk user
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.
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
August 21, 2023
Solid tool for incident management
We manage our incidents, changes and assets within TOPdesk<br><br>We automate most processes concerning onboarding, changes and outboarding.<br><br>
- Change management
- Incident management
- Self service
- I think Reservation management is very barebones
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
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
August 18, 2023
Satisfied user
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
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
June 21, 2023
Easy to use and clear interface
I use Topdesk basically to book rooms, a car and to connect by ICT problems. I want to use it for technology products, so collegeas can see what kind of opportunities in technology we have, what they can rent en when we have to update the products. We don’t use all the possibilities of Topdesk. We will do connect with them about this.
- Easy to use
- Clear interface
- Friendly
June 21, 2023
Topdesk is TOP
I am use TOPdesk for our customer Incidents and changes. I reply TOPdesk changes foor the customers.
- Change management
- Majors
- Inventory management
- Sprint board
- Contract management
June 21, 2023
TopDesk is amazing
The care employees come up with all kinds of questions, both care-related and for ICT. We want every question that is asked within the red question mark within KwadrantGroep.
- Forward to mail
- Follow well
- Number and type op notifications overview
- Changes are very complicated to use
- find functionalities
June 21, 2023
A very happy user, even after only 4 months in use
At the moment we use TOPdesk for our IT-servicedesk. Our collegae’s can ask us to help them with their problems.
- Insight in current work load
- See what other collegae’s have searched for
- Because there are so much functions jou can lose yourself in the possibilities
June 21, 2023
Topdesk is perfect for IT
IT change management en configuration managament
- Change managemetnt
- Configuration management - creation of CMDB
June 21, 2023
TopDesk, excellence for IT and facility management
(Change) management of (medical) IT and building maintenance, asset management, service desk and contract management.
- Service desk
- Contract management
- Inventory management
- Asset management
- Maintenance en medical equipment
June 21, 2023
Topdesk user
Score 7 out of 10
Vetted Review
Verified User
First line support, hardware/software related issues. All our cases are logged into topdesk and the distributed to the correct person/department. We log all our hardware and who uses it.<br>all is easy and fully customizable. Even if you have no experience its easy.
- Easy of use
- Asset management
- Self service portal more attractive
- An asset reservation system
- Room plans in asset management
June 21, 2023
Very happy to use TOPdesk
Change management - meetings / RfC’s <br>requests and questions of employees - incident management and all the folloup’s. Also major incident management when you escalate.<br>Problem management and part-problems to solve the issues
- Change management has a good overview who needs what to do
- Communication through email when nessecairy
- POssibilities for reviews and review building is very easy
- Look & feel
- we use problem management for point of improvement. This could also be a seperate topic
- Less use of mouse and more with keyboard
June 21, 2023
Great and easy to use!
TOPdesk is used by our ServiceDesk, IT & Application Services, Facility, Technical Property and Procurement teams. The ServiceDesk is Single Point of Contact for all these teams and their different suppliers. We use TOPdesk to process the different incidents we receive via e-mail, phone, Self Service Portal and face-to-face. Using different categories and the Knowledge Management system we try to solve these as fast as possible. Using Knowledge Centered Service we strive to improve each day! We support about 1600 users with about 40 TOPdesk users.
- Knowledge Management
- Automated Actions
- Self Service Portal
- Styling for own organization
Incident and problem management; Knowledgebase; acces- and asset management; change management
- Incidents can be analyzed quickly and categorized
- Sharing essential knowledge to develop application skills with care employees
- Build forms to manage access
- Performance issues, probably due to intensive API usage
- Visualization of information
- More Portfolio or roadmap visualization
June 21, 2023
Good but could be better
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
June 21, 2023
Great value to an organization with a care focus and needs technology to go ahead in the future
Mainly incident en problem management, knowledge base, assetmanagement, changemanagement.
- Sharing essential knowledge to develop application skills with care employees
- Incidents can be analyzed quickly and categorized
- Prioritize changes requested by the business on business impact and effort
- Visualization of information to people less IT minded
- Support more agile way of working
- More portfolio or roadmap visualization
June 21, 2023
TOPdesk is the tool for your Service Management
We use TOPdesk for our Servicemanagement at our IT departement and the Facilitair Services department.<br>It is a strong tool to register en improve your business processes.<br>It is very usefull for registering all your assets, and take care of all user’s service requests and incidents on a structured way.<br>
- Incidentmanagement
- Changemanagement
- Knowledgemanagement
- Assetmanagement
- Knowledgemanagement
- Better overview of all open tickets (incidents, changes etc.) in 1 overview
June 19, 2023
A platform that we cant do without
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.
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
Score 10 out of 10
Vetted Review
Verified User
At the moment I am using topdesk as an operator, i am inplanting the facility, safety and quality pages of Vos Logistics Distri . I am using it every day and many little problems are helped by TD. It provides an huge amount of information and helps our company members filling in forms, placing orders ect.
- Providing information
- Giving the possibility of making forms
- Providing a sharp looking software portal
- The looks of knowledge base in real time, a bit old fashion style
- The options of writing in a “tegel” there should be more space