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.
TOPdesk is TOP!
User review of TOPdesk
User review of TOPdesk
Good Product!
TOPdesk is a Great Tool!
TOPdesk review
TOPdesk Review
TOPdesk in healthcare
TOPdesk
Go start using TOPdesk
TOPdesk Review
Good tool
TOPdesk a great tool to work with
TOPdesk - Easy to use for Admins and End Users.
Awards
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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
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
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 8.2Organize and prioritize service tickets(193) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 7.6Expert directory(133) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 8.1Service restoration(129) Ratings
Impact assessment and automated fixes for common problems
- 8.4Self-service tools(179) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
- 8.1Subscription-based notifications(131) Ratings
Users subscribe to notifications for ticket updates
- 8.2ITSM collaboration and documentation(147) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 7.4ITSM reports and dashboards(155) Ratings
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
ITSM asset management
Managing all IT assets and enforcing policy rules
- 8.4Configuration mangement(147) Ratings
Database for tracking and reporting all business assets
- 7.8Asset management dashboard(135) Ratings
Dashboard showing organization's software portfolio
- 8.1Policy and contract enforcement(102) Ratings
Ensuring that requesters have eligibility before fullfullment
Change management
Ensuring standardized processes for making changes to IT infrastructure
- 7.8Change requests repository(145) Ratings
Single repository of all planned changes and releases
- 7.8Change calendar(116) Ratings
Calendar showing change schedule to stakeholders
- 7.9Service-level management(125) Ratings
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is TOPdesk?
- 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 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
Compare with
Reviews and Ratings
(406)Attribute Ratings
- 8.8Likelihood to Renew107 ratings
- 9.1Availability9 ratings
- 8.1Performance9 ratings
- 9.6Usability27 ratings
- 8.7Support Rating164 ratings
- 8Online Training2 ratings
- 10In-Person Training2 ratings
- 9.1Implementation Rating15 ratings
- 8.7Configurability8 ratings
- 9.1Product Scalability9 ratings
- 8.2Ease of integration16 ratings
- 9.1Vendor pre-sale7 ratings
- 8.9Vendor post-sale7 ratings
Reviews
(1-25 of 82)Good Product!
- 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.
TOPdesk in healthcare
- 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
TOPdesk Review
- 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
Good tool
- Automated or fast handeling of known issues
- Importing mail into tickets
- Asset management
- Reliability in service, regularly experienced slowing performance up to unworkable levels.
Asset management: good overview of all used servers, PC’s and software component.
Happy, and lots of possibilities
- SSP
- Updates
- API structures
- filtering object IDs in SSP forms
TOPdesk is a great ITSM tool
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
With accessible modules and add ons it provided an easy workspace to manage your workspaces and services.
It could improve with the reporting section over incidents and changes, but excels in knowledge management and user experience.
A flexible tool to manage your Incidents and Changes and give your customers the tools to help themselves
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
The knowledge base and Self Service Portal can provide users with some insights and help, even if the SysAdmin is unavailable at that time.
I don't think it is suitable for larger companies, because I personally think it will get quite messy then.
Greatest job ever: TOPdesk administrator and do it all!!!
- Incident management
- Change management
- Problem management
- Assetmanagement
- Create a form to update an asset directly, without opening the whole database of it
- Protect the user from deleting a field which is in use in an asset template
- When an installation is in the Dutch language it is hard to use an English manual because of names difference
Great app
- 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
Less appropriate for IT development teams.
- 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
Satisfied user
- Incident management
- Action sequences
- Asset management
- Change management
- Advanced editing possibilities in template
TopDesk is amazing
- Forward to mail
- Follow well
- Number and type op notifications overview
- Changes are very complicated to use
- find functionalities
Great value to an organization with a care focus and needs technology to go ahead in the future
- 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
TOPdesk brings our company to the next levvel
- Incident management
- Communication
- Planning incidents
- Follow up
- Management of legionella management
- Management of technical data of builings
Easy to use for every one
- 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
TOPdesk is TOPs in the field of Helpdesk/Knowledge Base systems.
- 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.
TOPdesk: TOPproduct, TOPservice
- 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.
Top of the charts with TOPdesk
- 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.
TOPdesk advanced but easy to use program
- Friendly and simple user interface
- Easy incident management
- HRM module - the intake procedure could be better. To make your own intake procedure is complicated.
- For incident management and follow up it is well suited.
- TOPdesk is very scalable.
Great features and usability
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.
TOP(desk) shelf product and service!
- Keeps our Assets organized
- Email notifications
- Ticket organization
- It can be difficult to find settings or options
- The GUI isn't very intuitive
TOPdesk Review -- 10 years of TOPdesk
- 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.
TOPdesk: a movement of service.
- 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.
The better professional helpdesk system
- 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
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.