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
(51-75 of 195)Companies can't remove reviews or game the system. Here's why
To collect information en send it to the department who need to do something with it.<br>To get the right information and nummers to get an overview what kind of things need to be don.
- Event sending true
- Reservations for departments
- To get a good overview for all the departments
- Order flowers and balloons
- Technical help
- More simperly
- Different collors
June 16, 2023
Topdesk can be used in more ways that shown
Incident management, customer complaints and claims management, facility management, webshop, contracts,
- User friendly design so quick learning for new employees
- Saas app is usefull
- Open tickets and reports
- More optional fields for forms
- More details on extranet on modules. Not all are well explained
June 13, 2023
TOPdesk brings our company to the next levvel
Managing tool for facilities in our company. Also used to make reservations and rapports.
- Incident management
- Communication
- Planning incidents
- Follow up
- Management of legionella management
- Management of technical data of builings
June 12, 2023
Easy to use for every one
Score 9 out of 10
Vetted Review
Verified User
TOPdesk is the system where we put in service messages for other departments
- It’s easy to use for every one
- The information is up to date, you see the status of your question
- The messages from the whole department is visble
June 12, 2023
Best and easiest to use ARP system.
Score 10 out of 10
Vetted Review
Verified User
The ARP system that is key to our Servicedesk solutions, data collecting en managing overviews.
- Reservations
- Managing complaints
- Managing data
- Proces management
- If you don’t integrate it in all departments, Some may feel left out.
June 12, 2023
Helping TU Delft run the business
Calls, filters, report, manage, follow calls, dashboards, reservations, projectmanagement, workflow management, assetmanagement.
Problems are around more than onze reservationtools irt fort exemple roomwizzard digitaal boards.
Problems are around more than onze reservationtools irt fort exemple roomwizzard digitaal boards.
- View calls
- Report workload
- Liability
- Project flow managen irt assets and buidings
- Reservations on screens at meeting rooms
- Na app for users to make a call at the point of notice
June 12, 2023
Satisfied TOPdesk user
Score 9 out of 10
Vetted Review
Verified User
TOPdesk is used in our organization by facility support, ICT and application management. We mainly use notification/reservation/housing and change management. Have switched to the Saas area for 1.5 years
- Reservation management
- Incident management
- Change management
- Reservation management on your smartphone
December 22, 2022
TOPdesk is TOPs in the field of Helpdesk/Knowledge Base systems.
The ECNO Shared Technology Services team uses TOPdesk as a one-stop ticket management and queue system for both our internal processes via Change Management, and for our external clients at 33 different school boards to enter support requests for our products and services. It provides both real-time monitoring of our current support requests shared between a team of 3 remote technicians, and allows historical data to be stored and accessed by both our clients and internal teams.
- TOPdesk provides easy to customize reports based on user or organization designed selections, allowing the data stored inside the helpdesk solution to be extracted, analyzed, and acted upon. Using simple visual queries, any user is able to build data extracts on the fly
- Importation of data is easy to arrange and insert into the system. From existing support requests to a customer knowledge database, the data can be imported once, or as part of a constantly updating system for user changes, asset management, or user-facing data.
- The ability to reply to emails to update tickets, both as the person making the support request and as the person working on the support request, makes it much easier to keep everyone informed as to the progress of the tickets and the eventual resolution.
- The initial setup curve is very high, with it being strongly recommended that you involve the company in the design and setup phases to be able to get the most out of the program. The complexity of the setup is more than offset by the functionality of the product.
December 19, 2022
TOPdesk: TOPproduct, TOPservice
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.
December 14, 2022
Top of the charts with TOPdesk
We use it daily for support requests and tracking technical challenges. It's a tool we use for asset management with API calls to Microsoft Intune, Google Admin for inventorying daily all Computer, Chromebook and iPad usage and information. We were in desperate need of a useful, secure Asset management software as well as a new helpdesk tool and this has been the best of both worlds. I was part of the team assessing the product and couldn't imagine daily work life with out it now.
- Helpdesk Portal - One stop shop
- Asset management - Asset's are assigned to persons in our org - east to track with timely info.
- Knowledge base articles solve the problems sometimes before they can become helpdesk tickets.
- I'd love to see location maps - Where are the assets? Tag assets to physical locations on a map.
December 13, 2022
TOPdesk advanced but easy to use program
TOPdesk is used by the ICT department as a back office tool at Coloriginz.
- Friendly and simple user interface
- Easy incident management
- HRM module - the intake procedure could be better. To make your own intake procedure is complicated.
December 13, 2022
Great features and usability
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.
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.
November 03, 2022
TOP(desk) shelf product and service!
We use TopDesk as our self serve portal for help desk support tickets to assist 30+ school boards within Ontario. We also use it for our Asset management, our assets consist of software.
- Keeps our Assets organized
- Email notifications
- Ticket organization
- It can be difficult to find settings or options
- The GUI isn't very intuitive
October 25, 2022
TOPdesk Review -- 10 years of TOPdesk
We use TOPdesk for incident, change and asset management internally and also for our B2B customer base. It gives us a central location to manage our global customer's issues and needs, and provides a simple way to delegate and track workflow. Additionally, the data we are able to report on allows us to pinpoint areas of improvement.
- Versatility. The ability to customize the interface.
- The ability to customize workflows for Incident and Change management is the best I have seen.
- The ability to segregate customer groups and manage them in one instance of TOPdesk is great.
- Would love to see stronger Self Service functionality, such as AI.
- Would like to see TOPdesk further embrace customer management of the platform.
- This is a bit more subjective: The interface continues to improve, but I would like to see it be a bit more intuitive.
June 14, 2022
TOPdesk as single tool to service the organization!
We are using Topdesk as a service management tool to support the organization and to have one tool where the IT department can do all administrative work.
- Single source of data for administrative purposes
- Quick tickets are real time savers!
- Simple sequential workflows are very handy
- Improved WYSIWYG editor, still not perfect
- Complex flows are not always possible
- Limited design options for knowledge items and the self service portal
June 01, 2022
TOPdesk: a movement of service.
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.
May 30, 2022
TOPdesk Review
We use it for logging incidents, questions, problems, and operational tasks. The departments that use TOPdesk are IT, central helpdesk, HR, Finance, Communications, Innovations, Healthcare administration, and some project groups. Except for the Facilities department, they use another application for their work called Wish. All healthcare personnel within our organization are authorized to use our self-service portal.
- Service
- Saas
- Easy to manage
- Innovation
- Personalization
May 29, 2022
The better professional helpdesk system
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
We are using TOPdesk as a replacement for an older ITSM platform, primarily in the IT department. We're using it primarily for incident management, change management, asset management, contract management, knowledge management, as well as a Self Service Portal. We're able to transform many of our paper form-based processes to digital versions, while also having MUCH better approval and request routing control than before.
A few of the big improvements that we've been able to make are:
- Digitally transforming the organization's employee off-boarding process from one of calling around two dozen offices to one of all needed departments being notified electronically.
- Allowing end-users to administer digital assets that would normally require contacting the IT Help Desk for servicing.
- Automating many requests to free up operators' time.
A few of the big improvements that we've been able to make are:
- Digitally transforming the organization's employee off-boarding process from one of calling around two dozen offices to one of all needed departments being notified electronically.
- Allowing end-users to administer digital assets that would normally require contacting the IT Help Desk for servicing.
- Automating many requests to free up operators' time.
- TOPdesk provides a clean and modern interface for all of its modules. Many of the modules have a similar look and feel, which makes it easy for users to utilize each one.
- Its workflow system allows administrators and developers to define what needs to occur when certain events happen. This can ensure that processes happen in the correct sequence.
- TOPdesk includes a vast API system to allow for external systems to integrate with it, and for TOPdesk to communicate with external systems.
- For the forms that are available in the Self-Service Portal, a good improvement is to be able to validate user input so that it conforms to any required parameters. As of now, a request can be validated after submission via workflow, then rejected if needed.
- A few of the modules do not have an accompanying API. This has made some integration and automation processes not possible.
- Some customers may need to use an external process, such as Powershell or Python, to accomplish some automation needs.
May 26, 2022
good program - needs a few tweaks
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.
May 24, 2022
Review TOPdesk SaaS
A few departments use TOpdesk, we want more departments to use TOPdesk in the future. We address ICT problems and customer problems [with TOPdesk].
- incident management
- change management
- KPI
- attachments
- workflow incident management
- FAQ
- Queries
April 08, 2022
Happy with TOPdesk
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
February 07, 2022
Great Company with good knowledge about servicemanagement
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
December 11, 2021
4 Month in Review of TOPdesk!
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
December 05, 2021
TOPdesk: At the TOP of the Game
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