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 Enterprises (1,001+ 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
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April 03, 2024
TOPdesk a great tool to work with
Score 10 out of 10
Vetted Review
Verified User
TOPdesk Service Management offers a user-friendly interface, making it easy for employees to submit and track their requests efficiently. The platform's customization options allow organizations to tailor the system to their specific needs, enhancing overall workflow and increasing productivity. TOPdesk's robust reporting capabilities enable teams to analyze performance metrics and make informed decisions to improve service delivery.
- user friendliness
- Support of ITIL processes
- Customizable
- Self Service Portal
- Reports combining incidents and changes
- Enabling formatting text fields on forms
- Enable multilingual e-mail templates
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.
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.
November 23, 2018
TOPdesk review
We use TOPdesk for streamlining our service management to our internal customers. The IT and Facility teams use TOPdesk primarily for incident and change management. With TOPdesk we can help our customers in an efficient manner and find trends within the issues they are having. Known solutions are recorded in our knowledge base, so that colleagues can easily find them themselves. This saves time for other activities and increases customer satisfaction.
- The Self Service Portal is very powerful and easily customized with forms. Also getting results from within the knowledgebase while typing the subject of a new call, prevents some users from submitting a new call, because they already found the solution to their issue.
- Intuitive interface for the Self Service Portal and the operators. TOPdesk is not difficult to use.
- Inegration between the different modules in TOPdesk. For instance: an incident can easily be promoted into a change.
- The Self Service Portal can use some more customizability. It would be great if it would be possible to drag and drop certain modules on different places on a (sub)page. For instance the location of knowledge items of major incidents and field with just text.
- KPI's could be better. For instance a KPI that could trigger on the percentage of calls that have gone past their target date. Absolute number don't work in all situations.
April 19, 2018
TOPdesk - a winner for standard service management tasks
TOPdesk is used for everything concerning service management and ISO-related administration. It's the central point for all operations.
- Modular
- Keeps developing
- Excellent price / quality ratio
- Needs more rich text options
- Response time reporting
- Renaming fields / changing lay-out would be nice
- Self-service portal has very limited reporting options and no export functions
January 18, 2018
Honest quick review of the TOPdesk Incident Registration Module
Topdesk is used across the whole company as an incident registration tool.
- The overview of open tickets is very clean and clear
- Registration of new incindent is very simple and quick to do
- The added functionalities in the ticket/cards (cursive text, yellow marking of specific comments etc) is very well appreciated
- My biggest annoyance with TOPdesk is the statistics and reporting tool, the mixture of needing to use selections and or filters plus the nearly impossible task to see employees' performance on a daily basIs is beyond comprehension.
- The layout of the self-service desk forms needs to be more adjustable. When hidden fields are used in forms the layout is warped.
January 18, 2018
TOPdesk lives up to its name
After being used solely by the IT-department for two years to keep track of incoming requests and issues, TOPdesk is now being configured to streamline HR processes and primary administration processes as well. A Self Service Portal is being configured, that will make it easy for employees and management to initiate requests that kick off various workflows and that they can monitor keep track of themselves.
- TOPdesk can be tailored to specific needs, by means of a broad range of functionality modules that can be added when needed or left out when not. This makes TOPdesk versatile and highly configurable, without unneeded clutter and complexity.
- Elaborate workflows are easy to create, can span various departments and can trigger custom notifications and automated actions at any point in the flow, dependant on any thinkable (set of) criteria.
- The user interface of TOPdesk is attractive, clear and consistent across modules. The comprehensive search, card (tab) management and personal dashboards make for an idividually customizable experience.
- The form engine of TOPdesk absolutely needs to improve. As it stands, it is usable only for the most basic of tasks. Conditional questions can only be triggered on the value of a single radio button. Checkboxes, dropdowns and the like cannot be used to steer the flow within a dynamic form, nor is there an option to create composite conditions. Furthermore, the styling is fixed and cannot be altered in any way. This is too bad, as the styling has various spacing flaws that you need to work around using empty text items. Questions cannot be copied within a form, nor from one form to another.
August 17, 2017
TOPdesk: Your indispensable tool for your daily work
Score 9 out of 10
Vetted Review
Verified User
We use TOPdesk in our IT department to handle all IT calls and administrate our hardware in the TOPdesk CMDB. TOPdesk is our daily work dashboard which gives us the ability to easily manage and coördinate our IT activities.
- TOPdesk is user-friendly and easy to start working with.
- The product gets better and better and is continuously improved. TOPdesk also has many integrations with third party applications by default.
- The vendor informs their customers very well about new developments, etc. Their support is well organized and has a good quality.
- It's very important that an application like TOPdesk supports you to a administrate all your data in a fast way. This is especially true for incident handling. TOPdesk is able to automate tasks you are frequently using, but out-of-the-box the system lacks default automation. You should automate your tasks in TOPdesk yourself. It would be better when the system assists you in an optimal way by default.
- TOPdesk uses search lists in several places in the interface. Think for example of brand, type, category, etc. Currently you must maintain these lists separately in the application and cannot add new items to search lists on the fly (while adding a new object record like a call or equipment).
- You can only save plain text in text fields. It would be better if you are able to save your content in HTML or RTF format. Then you can also save images in text fields. That's much easier then, for example, linking saved screenshots to calls.
March 01, 2017
TOPdesk: indispensable
Score 10 out of 10
Vetted Review
Verified User
Topdesk is used across the whole organization, including the shops.
What business problems does it address? Changes, problems and incidents and configuration management.
What business problems does it address? Changes, problems and incidents and configuration management.
- The standard modules are complete and work fine.
- Support is excellent.
- Easy to use.
- The form designer is too basic.
- The possibility to extend fields are limited.
- Events and Actions are working fine but full rich text is missing in the emails.
October 20, 2016
TOPdesk quick to setup and GO!
Score 7 out of 10
Vetted Review
Verified User
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.