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
(1-25 of 164)Companies can't remove reviews or game the system. Here's why
April 13, 2024
Good Product!
We use TOPdesk for notifications from coworkers in the hospital. When they have problems or a wish for the hospital patient information system, they go to a portal and make a notification. We work as a functional manager to make sure that the notifications are picked up until we solve the problem of having an answer we close the notification. That’s how we use TOPdesk.
- It’s structured, so you don’t have to search for things you need.
- It’s great to have the possibility to make your OWN priority.
- When a notification is over the due date, it gets a red color, so you can see what is necessary to pick up first.
- It would have been easier if the people whom you share the notification with also got the email, instead of only the name of the person who makes the notification.
April 12, 2024
TOPdesk is a Great Tool!
Score 10 out of 10
Vetted Review
Verified User
TOPdesk is used as a service management tool. We have multiple teams working in TOPdesk. It’s a great tool to manage different questions, requests, problems, and changes within our organization. It also helps us with collecting data on what to improve in our organization.
- Knowledge Management
- Asset Management
- Incident Management
- The layout of the knowledge management system
- The trees within the Knowledge management system
- Reporting feature
April 12, 2024
TOPdesk review
We use TOPdesk as a ticket system for our health care organisation. Most of the problems we address with TOPdesk are tickets sent about applications, passwords, questions, our saas products, clients, sales, etc. TOPdesk makes it easier for our IT administration to have an overview of the problems in our organisation.
- Administration
- Registration
- Knowledge centre
- Intuitivity
- Better overview in knowledge service
- Easier to make a ticket
April 12, 2024
TOPdesk in healthcare
Score 8 out of 10
Vetted Review
Verified User
We use TOPdesk for notifications within ICMT. We register (Almost) all resources within asset management. As administrators, we also make a lot of use of APIs to make certain functionalities available (such as bulk edit of operational activities)
- API function
- Link knowledge items to the notification
- Clear SSP
- Built-in bulk editor for operational activities
- Option to copy/paste images in a notification directly
April 12, 2024
TOPdesk
Score 9 out of 10
Vetted Review
Verified User
We use it primarily as a ticket system. And also to see which questions are some of the most asked questions within our organisation. Thats an important feature to have so we know where we have to improve our service.
- Registration of tickets
- Knowledge items are easy to make/manage
- The logic behind the ticket form
- Automatic alphabetically sorting of the knowledge items
- Not logging out when inactive for a while
April 12, 2024
Go start using TOPdesk
Managing service requests and maintenance of facility
- Self Service Portal for users
- TOPdesk is very active in training and development
- Quick reply in supportquestions through mytopdesk
- Development speed, the world Goes faster
April 10, 2024
TOPdesk Review
Score 8 out of 10
Vetted Review
Verified User
TOPdesk is used as system to manage all support tickets and changes. The main issue how to manage all changes in the right way
- Overview of the team tickets
- Overview of the personal tickets
- Creating items with information for helpdesk
- Overview of non standard changes
- Planning of non standard changes
April 09, 2024
Good tool
It is used as an information source for known issues (knowledge items) both for employees as for IT personnel. Tracking tickets for incidents and requests. Selfserviceportal for acces to knowledge base and fill in service requests. Asset management for tracking all components in our IT landscape.
- Automated or fast handeling of known issues
- Importing mail into tickets
- Asset management
- Reliability in service, regularly experienced slowing performance up to unworkable levels.
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
March 25, 2024
TOPdesk - Easy to use for Admins and End Users.
We use TopDesk to manage our IT Service Desk calls and IT Assets. This allows us to track every call and what progress has been made on it, along with monitoring Asset locations and specifications in the same application. We also use the Asset List to create automatic loan documentation for devices we give to staff members.
- Asset Management.
- Call Management.
- Assigning and Replying to Calls.
- Asset Documentation Creation and Storage.
- Knowledge Base.
- New Checklist System.
- Call Filtering and Folder Management.
- Creating new Call Categories.
March 06, 2024
TOPdesk Review
Score 9 out of 10
Vetted Review
Verified User
We use TOPdesk for employees and students. The onboarding of employees was not digital with us and we have now automated this by means of TOPdesk. We also this as incident tooling, it allows users to submit requests, track progress, and communicate with service providers. One of the benefits of using TOPdesk is that it can automate workflows and tasks, such as employee onboarding.
This can save time and resources, and improve the quality and consistency of service delivery.
This can save time and resources, and improve the quality and consistency of service delivery.
- Incident management
- Problem management
- Asset management
- More AI integration
March 04, 2024
Happy, and lots of possibilities
Score 8 out of 10
Vetted Review
Verified User
We use TOPdesk as a quality management system to monitor our LSPs (Logistics Service Provider) performance. Different entities from across Europe are active in TOPdesk to be able to communicate with the concerned distribution centres. When the DC receives a complaint from a [...] employee, they start an investigation and need to fill in a root cause analysis + counter measures.
- SSP
- Updates
- API structures
- filtering object IDs in SSP forms
March 04, 2024
TOPdesk review
Score 10 out of 10
Vetted Review
Verified User
We use TOPdesk for various ends, to catalog our incidents, the change request and for asset management, this works fantastic as we were previously using a mailing system to work on tickets. But with TOPdesk we can instantly see what the top priorities are and its also very helpful to see when someone has updated their ticket. Would 10/10 recommend.
- it gives us a better overview of our ongoing changes and incidents
- we can manage our assets better and link it to the person who is using them
- its easy to see when someone updates their ticket as you get a notification and if you miss this you even get an email to remind you
- I think it logs out too fast sometimes when I go somewhere else it requires to be logged in again
- sometimes notifications that have already been closed come back
- adding new resources can be hard if you're new.
March 04, 2024
TOPdesk is a great ITSM tool
Score 10 out of 10
Vetted Review
Verified User
We use it for supporting other companies with service management problems.
We register their incidents and changes and keep track of assets and services.
We register their incidents and changes and keep track of assets and services.
- Incident management
- Change management
- Knowledge management
- Asset management
- Asset management selections
- Reporting dashboards for service levels
- The interface for selection building
March 04, 2024
Very great application to use!
I am a TOPdesk application consultant and I implement TOPdesk and her modules in environments of my customers. I also work on creating links between API's of different ITSM-toolings.
Besides the implementation I also give advise to my customers about how to configure and implement the work processes to ensure the best practice of TOPdesk.
Besides the implementation I also give advise to my customers about how to configure and implement the work processes to ensure the best practice of TOPdesk.
- Functionality
- User interface
- Automation
- Update modules
- Reservations Management
- Existing integrations with certain apps
- System failures
October 02, 2023
A flexible tool to manage your Incidents and Changes and give your customers the tools to help themselves
Score 9 out of 10
Vetted Review
Verified User
We use it for incident and change management and for the internal ordering process, as well as some special actions (recurring tasks or contact to some external support).
In addition to that, we use the knowledge base. This is twofold. On the one hand we write articles for our customers on usual problems (kind of manual to solve problems without help), on the other hand, we use it to keep track on solutions for some exotic problems. Therefore, we (as administrators) can solve those problems more quickly and easily.
In addition to that, we use the knowledge base. This is twofold. On the one hand we write articles for our customers on usual problems (kind of manual to solve problems without help), on the other hand, we use it to keep track on solutions for some exotic problems. Therefore, we (as administrators) can solve those problems more quickly and easily.
- Incident Management
- Change Management
- Basic automation of some processes
- Knowledge Base (using; creation is a bit buggy)
- It eases up the ordering process
- Knowledge Base - The creation is a bit buggy. For example: Image resize only works in Firefox
- Keep Alive - We keep getting "Website is not up to date" from time to time
- Dark Mode is missing
- Save settings - I have to sort the lists every time I open them. If there is a way, it is not easy to find
September 12, 2023
TOPdesk makes your workday better and easier!
We are using TOPdesk within the Business Support team. All employees of Florys Groep use the portal to get support from our team. For financial,administration,facility,IT purposes. Before we are working with another ticket system without asset management,contracts and the mailbox.
- Asset management
- Service portal
- Operational tasks, reoccurring
- Idle time is short, after 15 minutes you need logon again. Automatically save ticket information.
- A roadmap with timeline for changes. Year timeline.
- Overview with all types of tickets in 1 view
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
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
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
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