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.
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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
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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
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- 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
(76-100 of 195)Companies can't remove reviews or game the system. Here's why
November 11, 2021
Very good fit for a global non-profit
TOPdesk is used across the entire organization to manage IT incident and service request tickets. It is also used to manage tickets for some of the building facilities departments.
- Simple to use
- Very reliable across the globe -- no response time complaints from Asia
- Language localization/translation so customers can see TOPdesk in their language preference
- Provide an option that prevents technicians (or operators) from being able to manually change ticket status, especially where an organization’s workflow strictly forbids it. For example, once a ticket status is set to in progress, a tech should not be able [to] manually change it back to new.
- Include the functionality that treats incidents and service requests as two different types of tickets with different workflows and requirements.
- Improve the problem management module. The menus, look & feel, options are very basic compared to ticket management.
- Improve the TOPdesk chat functionality or provide easy integration with popular chat programs.
November 09, 2021
Welcome to the modern age of the Help Desk.
We have recently moved from BMC Track-It! to TOPdesk for our Information Technology support tickets and change management needs. Other departments such as word processing and online learning also use TOPdesk to manage their work requests. We needed a modern solution to provide all levels of technical support to our users, as well as better visibility into our operations for our managers. We plan on rolling out the usage of TOPdesk for asset inventory, and we are using TOPdesk for supplying our end users with self-help and submitting their own trouble tickets via the web.
- Clear correspondence with our users.
- An easy to view list of past ad future change management items.
- An easy to navigate self help knowlegebase.
- The widgets are helpful, but being able to have separate ones for specific ticket types would be helpful.
- The ability to integrate into a departmental google calendar for change management would be helpful.
- Displaying dates in a short numeric format would save on screen real estate.
- This one is highest on my list - the ability to mass edit / assign tickets!
November 03, 2021
Automate and optimize IT services of your organization
Our organization has been using TOPdesk as a service management software to handle common issues and problems that our employees face. The intuitive self-service portal allows our employees to report any failures, request support, book resources, and order items. The portal also has a different interface for managers and operators where they can respond to support requests made by employees, add resources, manage visitors, and create a knowledge base to handle common problems automatically. Using TOPdesk in our organization has made our employees more productive and cheerful.
- TOPdesk is affordable and easy to use.
- It has helped us to respond and minimize workspace problems.
- It has allowed us to maximize employee productivity and satisfaction.
- Extensive documentation on API's for integration with third-party services.
- TOPdesk comes as a SAAS platform, so it cannot be hosted on a private server.
- Takes a lot of time to customize the system and train employees.
- Cannot be relied 100% for privacy of information.
November 02, 2021
TOPdesk has a lot of features but Help Desk is its strongest
We use TOPdesk for our front-line support Help Desk. All tickets come in from users via email, telephone, and chat. We are also utilizing the asset feature for inventory.
- TOPdesk has a great web interface that is always responsive.
- The tracking information is second to none. It has a field for everything.
- The integration with Azure AD is very easy to implement and work with.
- The requirement to fill out certain fields before a ticket can be closed can be cumbersome. This could be a requirement for some organizations though.
- The field mappings from Azure AD to user data could be a little more precise. Some of the fields just don't translate.
- When setting up the system to intake emails as trouble tickets, it can be tricky when people reply after a ticket is closed. It will create multiple tickets from this.
September 23, 2021
Works very closely with us to fit our specific needs
It is being used across most departments. We are doing ticket tracking (both request and problem reporting) for IT and accounting. We are keeping inventory and resource scheduling for all departments. It is also used for some project management.
- Self-service portal customization.
- Inventory.
- Ticket management.
- Scheduling view - shows at most a week at a time.
- Reporting - can't select all the data points we want to filter or sort by.
September 20, 2021
Looking for a new helpdesk friend, look to TOPdesk. They will be there when you need them.
We started using TOPdesk this year. We transitioned from Spiceworks to TOPdesk. TOPdesk is our IT ticketing system and asset management system. Currently, it is only used by the IT department. We do see a use for it with our HR and Building Services area that we hope to implement in the future. At the end of 2020, we determined we needed a new helpdesk system. The new system needed to be in the cloud, have an asset tracking module, and have good reporting. The system also had to be able to sync with Active Directory.
- Asset management.
- Ticket creation.
- Automation of processes.
- Reporting.
- My biggest issue is with the duplication of tickets and not being able to combine them.
- Our implementation could have gone better.
- It would be nice if the system could scan for assets and not rely on manual creation of assets.
Score 10 out of 10
Vetted Review
Verified User
TOPdesk is being used within our university to record and manage our student interactions. We use it primarily in our Student Services department but it is being used across all Faculties and in a number of other Professional Service Areas within the university.
This software allows us to see at a glance all the communications with a student and to understand their wider needs, be it that they have on-going technical issues with an element of their studies, an emerging mental health situation or that they have an issue in another way. It means that the student doesn't need to repeat themselves from team to team and also allows us to spot emerging issues sometimes before the student is aware of a problem.
This software allows us to see at a glance all the communications with a student and to understand their wider needs, be it that they have on-going technical issues with an element of their studies, an emerging mental health situation or that they have an issue in another way. It means that the student doesn't need to repeat themselves from team to team and also allows us to spot emerging issues sometimes before the student is aware of a problem.
- Extremely easy to configure and [customize] for our own needs.
- Outstanding customer support -always very friendly, knowledgeable and prompt to respond.
- Very versatile and can be adapted to suit a very diverse range of teams - it's not just for IT!
- The self-service portal works well but is not as customizable as it could be.
- The 'out of the box' nature of the product makes it very easy to configure but this can sometimes lead you down a path that you don't always want to follow. However the benefits vastly outweigh the negatives.
July 07, 2021
Topdesk a great helping tool!
Score 8 out of 10
Vetted Review
Verified User
We using it for making reservations, cmdb and incident managment
- reservation process
- incident management process
- easy to use
- easier shortcuts
- agenda option
- dont know any more
March 08, 2021
TOpdesk rating
Score 10 out of 10
Vetted Review
Verified User
TOPdesk is used througout the whole organisation. It supports all departments which deliver end-user processes regarding IT, HRM, Facilitair, Reservations, etc.
- Very user friendly
- Complete
- Supporting all kind of processes within a company for services to personel and customers
- Key-point more clearly all too quickly changing options and possibilities
- Support more information about How best to implement processes
- More levels on Categorisation
- Extended functions in Forms + .PDF creation/Fill in
We use TOPdesk within different parts of the organization: IT, reception, planning, CRM.
It's mainly used as a helpdesk tool in which colleagues can address problems/questions/whatever. Besides that, the meetingplanner is a very powerful tool which prevents people to book meetingrooms which are already given.
Once every 3 months we use the possibility of making an overview of incoming calls, which come with ratings of how much time is spent on each call and which sort of call is being made most frequently.
It's mainly used as a helpdesk tool in which colleagues can address problems/questions/whatever. Besides that, the meetingplanner is a very powerful tool which prevents people to book meetingrooms which are already given.
Once every 3 months we use the possibility of making an overview of incoming calls, which come with ratings of how much time is spent on each call and which sort of call is being made most frequently.
- Making forms of standard routines.
- Making overviews of activities made.
- Integration with intranet (you have to set up that yourself though).
- In the SAAS version the most usual Windows shortcuts don't work.
- Using the TAB-key doesn't always work as you'd expect.
- TOPdesk is not quite pro-active in advising/schooling in different not-so-many used modules.
We use TOPdesk as our Incident Management system - every user within the NOS can reach our FrontOffice (helpdesk) via the TOPdesk Self-Service portal in addition to telephone and email.
With this portal, a malfunction can be reported, a request (hardware / software / access) can be submitted, a meeting room can be reserved, and a business gift can be requested.
Employment and disengagement procedures can also be started from this portal.
All these matters are resolved by our Front Office as First Line incidents, and otherwise pass on Second Line incidents to IT service management, facilities management and developers.
The Change Management module is used to handle request workflows, such as employment procedures, disengagement procedures, hardware, software, promotional gifts and access.
We use the module Operations Management the schedule our Operational Activities.
With the Reservations Management module, hardware such as cameras, special laptops, various broadcast equipment and meeting rooms can be reserved.
The Item Management module includes the articles that we offer through a kind of webshop on the Self-Service portal.
The Configuration Management module is used to register all objects such as hardware, software, licenses and telephones.
With the Knowledge Management module we keep track of our manuals, descriptions and work instructions. Relevant Knowledge Items are also displayed via the Self-Service portal as FAQs and items that indicate which services and production we offer.
The Action Management module is used for triggers for sending emails or setting statuses.
TOPdesk mobile is used by, among others, cleaning and janitor to view and log off their tasks.
We use a different instance of TOPdesk for our Public relations department. In it, reactions, complaints, suggestions and questions from the public are registered and handled as incidents.
- The clear distinction in terms of modules and their functions, but you can easily link the different parts together.
- Users are involved in the TOPdesk product. Much attention to customer wishes. Free webinars about new developments or the exploration of certain parts.
- Easy to link to third-party applications.
- Every version that has been released has been thoroughly tested and therefore there are few bugs in production.
- Linking TOPdesk environment of customers and / or suppliers (Collaboration Center).
- Due to the many functionalities of the modules, you sometimes [do] not see the wood for the trees. With Asset Management they are taking a step in the right direction.
November 11, 2020
Good supplier of good software with space for improvement
Currently it is used at the IT department to register tickets/issues/changes and to register hardware. It is also being used by our security department to register keys. We would like to expand the use for our facility department. We are currently using the on premise software.
- [Register] incidents.
- Logging.
- [Register] products.
- It would be nice if the status of a product can automatically change when they are registered to a product.
- More layout options in ssp.
November 09, 2020
Nice product with room for improvement
We use TOPdesk in several departments for the registration and follow up of incidents, changes, problems and operational tasks at customer sites. We are a managed service provider (servers, network, retail, cloud and security). Customers (and monitoring tools) report calls through telephone, mail, mail import, API connections to other service management apps and portal functionality.
- They are making good progress in developing API's for communication with other apps which is becoming more and more important. Also the development of a collaboration platform for easy connecting to other/customer (TOPdesk) systems is a positive move.
- In our company we will build a extensive API configuration to communicate with MS Dynamics and we already have several connections with customers that gives a better user experience.
- The events and actions module gives extra power to the system to overcome some limitations or automate manual actions.
- We use this option for a lot of different activities. One is for a notification when a certificate or application license is almost expired but there are a lot more applications for this function.
- Technical support department performs nicely and in a professional way.
- Room for improvement is in workflows and in mandatory fields based on where you are in a proces. E.g. when closing an incident you have to be forced to check if you made the right decisions at registration time. Also skipping statuses is possible but not wanted.
- On several places it would helpful if you could make more field dependent on what you chose in a earlier field. E.g. in the new asset management templates showing only the models of the brand you choose. Also a third level under category/subcategory is needed.
November 02, 2020
A happy TOPdesk customer
TOPdesk helps our Managed Services department with delivering proper services to our customers. We keep track of our contracts, tickets changes, our own assets, etc. Provides us with SLA reports. And we can correlate with other TOPdesk using companies and services to provide a smooth integration with our ITSM-tooling.
- Collaboration.
- Intuitive use.
- Filtering to keep track of things.
- Collaboration could be a bit smoother.
- Some things are a lot of work to maintain (mails in the action module).
November 02, 2020
Good incident management and CMDB solution
We are using TOPdesk in various parts of the organization, both as an Incident Management tool as well as CMDB. TOPdesk is used by corporate IT as well as specific engineering and professional services departments. It allows us to keep track of internal IT related incidents and IT inventory that is present.
- Gives a clear, configurable overview of open incidents.
- Has an easy-to-use self-service facility.
- Ability to create KPI based reporting.
- Azure SSO connector is cumbersome to configure.
- Office365 mail import configuration requires way too much permissions on your mail environment.
- UX can be improved.
October 02, 2020
TOPdesk used between multiple governments and IT departments
We are an ICT cooperation that supports 6 local governments and local government cooperation. We use TOPdesk as the primary tool for all our workloads using ITIL standards. All colleges are able to log in to the Self-Service Desk and access the knowledge base, make an incident call, or ask for a change through various forms. All incidents will be handled by our ICT department or functional engineers within the government. Due to the use of forms on the Self-Service Desk page, we can direct all questions, incidents, and changes to the right support group of the Service Desk. In our case, the Service Desk can focus on the telephone and solving problems instead of rerouting service calls. The knowledgebase is updated weekly with manuals for end-users or ICT colleges. We made sure that the 2 are separated, even between operators.
- Software updates as a standard change for all steps to be taken
- All employee changes between multiple organizations managed in 1 change
- One place for all your questions
- Reports about changes and incidents in one view
- Easy report wizard for people who don't use TOPdesk daily
- Bulk changes for IT hardware
We use TOPdesk to register and manage customer issues, questions and requests. It is also used to keep a registration of customer hardware (CMDB) and service contracts and to provide our customers with an up-to-date overview of their repairs and hardware.
- Registration and management of 1st/2nd line incidents.
- Asset management.
- Customized and automated emails.
- Mobile access (the functionality is limited).
- Reporting.
Score 9 out of 10
Vetted Review
Verified User
TOPdesk is used within Fujifilm in two areas. First, it is used as a ticketing system for our European Logistics, logging all mistakes, questions, problems that appear during the distribution from our Central Warehouse, and our 5 hub warehouses to our customers in Europe. Second, it is used as a ticketing system for our shared service organization, located in Gdansk, to register all issues and questions between them and the finance departments in the different local entities in Europe.
- TOPdesk is simple to use for the creators of a ticket by the Self Service Portal
- The input forms are easy to design and have not much possibility for fancy stuff. Therefore they keep it simple and it can easily be created and designed.
- Process Flows can easily be modeled in TOPdesk by internal administrators.
- By defining user groups and assigning specific operators or callers, the business process can quickly be created. For more complicated workflows there is a so-called Change Management Module. For designing process flows for this module training is recommended.
- TOPdesk provides raw data reports that can be handled in Excel.
- Pivot tables in Excel let you easily be in control of reports.
- For application in the Scrum of Agile job assignment processes, TOPdesk offers the so-called Kanban board, which is very useful to show the overall status of tasks to be done.
- Modeling more complicated workflows is difficult and could need the support of a consultant
- Graphical output of Topdesk is very limited. Users mainly will rely on Excel as reporting tool, except for some basic graphs that are provided in your dashboard by Topdesk itself.
August 24, 2020
TOPDesk - The right tool to get the job done
We use TOPdesk within our organization to register and follow up on issues that users have with the various other systems that are used. It is very useful to track each issue and communicate with users without the hassle of sending/reading separate emails. Users can also use the self-service desk to see what the status of the issues is, without the need to check with someone within our department.
- Very easy to use, it's rather self-explanatory.
- Default it offers a lot of functionalities, like Plan Boards, Task Boards, Time Registration, Knowledge Management, Contract Management etc. and one can choose to use it (or not to use it, if it's not needed).
- Very configurable so that you can set up your organizational needs very well.
- Easily differentiate between private and public remarks for internal / external communication.
- Can't name any real Cons for the system. There will always be some small improvements which would be nice to have, but in general, everyone should be able to get up and running in no time and reap the fruits of being able to track issues decently.
August 12, 2020
Already for 10 years a happy topdesker
We have been using TOPdesk for many years. And especially the new version is really appreciated. The whole organization is using it. We register our calls at the ServiceDesk and track the progress of the solution. The report tool is powerful and helps with reporting for our clients. The self-service tool became available a while ago. We will see if it works.
- User-friendly graphical interface
- Good reporting tool
- Possibility to build a knowledge base for FAQ
- We are not using all of the modules, so I would like to be careful with comments. Maybe some functions are available in other modules
- CSM functionality
July 31, 2020
Introducing TOPdesk in a sales environment
We started using TOPdesk to be able to meet SLA criteria for an ICT hardware and services contract with the Dutch government. We have defined multiple services, each with their related SLAs. Every customer interaction between the Dutch government and Bechtle-Buyitdirect is logged and processed in TOPdesk. SLA performance of the contract is reported on a weekly basis for each related service. Based on the positive results we currently expanding the use of TOPdesk within our public vertical. We mainly use TOPdesk to support the RMA process for a demanding set of our public customers.
- Easy to understand end-user interface (both internal as well as self service portal)
- Easy to configure / maintain
- Easy to add new developed features to your SAAS platform (marketplace)
- Easy import facility to do relative simple data imports for base entities
- Search for specific data in your recorded interactions (both internal as well as from the self service portal)
- Increasing workflow automation possibilities using APIs
- Using custom fields in your SSP web forms. Currently, every field you enter (despite some standard ones like objects, contact details, category, short description,...) is stored in the request field. This makes it difficult for further process this data using HTTP actions.
- Plugin to push planned tasks to outlook is difficult to setup. Take a look at Salesforce.......
July 31, 2020
TOPdesk review
We use TOPdesk as our primary system at the IT service center (department). We use it for everything we do and use it in combination with our customers.
- With the help of the topdesk, the projects, incidents and changes are billed to the customers
- At the moment we have an improvement that we first have to make that already is already offered by the topdesk in functionality but it lacks time and know how to further refine and fine-tune this.
We're using TOPdesk to field all of our trouble tickets across the organization. Multiple internal departments have found it useful to keep track of their support tickets.
- It's well priced
- Highly customizable
- Asset management needs a lot of work.
- Knowledge base is very bare bones.
July 29, 2020
TOPdesk, what's in a name?
TOPdesk is used by several departments: IT, Facility Management and Quality Management. The top users are the IT employees. The rest of the organization is well known with the SelfServiceDesk to submit incidents or changes and to track the status of their requests. It helps to centralize the support questions (IT, Facility Management ) and accident registration (Quality Management) from the entire organization. The CMDB is leading for the purchased hardware (varying from SIM-cards to beamers etc.) and to keep track of it.
- The interface is well designed and through the years this has only improved.
- Reasonably easy to customize for your own needs. The management of the application is not too complex.
- Good and professional support from the TOPdesk support team.
- I would like to see more functionality for TOPDesk reports. It is not possible to create a complete report with several indicators from different categories. It would be great if I just could combine everything into one big management report which I could send monthly (automatically).
- Splitting the use for different departments in one TOPdesk environment is quite difficult. There are possibilities, but there can easily be cross contamination.
- The SelfServiceDesk is quite basic (but functional). It would be great if you could enrich these with widgets to retrieve realtime information from your environment (like specific uptime or live service status from business applications).
July 29, 2020
Museum multi-department TOPdesk review
TOPdesk is used in a mix of 3 (totally different) departments in our organization, it's caught incidents, requests, and informational items. The total number of engineers is about 20 at this time. The ease of use is a big plus for our organization, and that it is available in the Dutch language.
- Feedback to the employee is very flexible
- Ease of use
- SAAS application, available anywhere, anytime
- Way of editing feedback email is in HTML, what can be a pain to edit for some