TOPdesk Reviews

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Score 7.9 out of 101

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Score 8 out of 10
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Alternatives Considered

We have been running TOPdesk for 10+ years, and didn't have anything before that. As we are making a move to the cloud, we will be looking at alternatives in the coming 1-2 years, but TOPdesk will be one of the options still.
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Jason Barker profile photo
Score 10 out of 10
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TOPdesk required a significant outlay in terms of planning and time for implementation, but having the correct plans in place simplifies things for the end user, both through self-service and for the front-line operators that resolve support requests. The flexibility of TOPdesk in terms of branding and customization of messaging allows our organization to do more with less while staying on message about providing support. The additional modules to expand TOPdesk into asset and facility management, as well as handling change processes like hiring new staff, or tracking the removal of former staff access via change management allows an organizations IT department extend TOPdesk into many other departments, including HR and facilities, providing a single point of contact for users across an organization.
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February 18, 2019

TOPdesk? Simply the best.

Score 8 out of 10
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Implementation of the program was done in a day. After the installation or upgrade of the program, it can be used and does not have to be changed for a user before he/she can use it. The reason we use TOPdesk at my company (since 2008/2009) was that there was a need for better registration than just writing incidents down on a piece of paper. By registering them in TOPdesk, you can make lists of solved incidents and easily see how much time they took to solve. After using the program for 10 years with a previous employer it was not a very hard decision to start using it at SHO, my current company, as well.
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Rob Hoogeveen profile photo
Score 8 out of 10
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TOPdesk is way more plain, organized and more user-friendly. Users can see in 1 eye contact what the status of their ticket is and what has been done. Also, the management side of TOPdesk is much more straight to the point. I think the design of TOPdesk makes it attractive as well wich automatically makes it easier to work with.
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Score 7 out of 10
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There wasn't a real comparison. TOPDesk was already used. When the question arose to either continue with TOPDesk or use another product, the dicision was made after a brief glabnce at the competitor, as time was scarse and not sufficient to implement another tool. So this was an easy vistory for TOPdesk.
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Feature Scorecard Summary

Organize and prioritize service tickets (108)
8.3
Expert directory (72)
7.0
Service restoration (66)
7.5
Self-service tools (99)
8.5
Subscription-based notifications (75)
7.7
ITSM collaboration and documentation (83)
7.7
ITSM reports and dashboards (87)
7.0
Configuration mangement (87)
7.1
Asset management dashboard (76)
7.7
Policy and contract enforcement (62)
7.1
Change requests repository (82)
7.7
Change calendar (72)
6.8
Service-level management (70)
7.9

About TOPdesk

Excellent service management made easy
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.

4 key differentiators:
1. Easy to use, quick to set up
2. Suitable for IT, FM or HR.
3. Seamless integrations with other packages.
4. Guaranteed service excellence.
5.Attractive and flexible licensing model TOPdesk has 20+ years experience in helping 5000+ organizations worldwide deliver the best service.

TOPdesk Features

Incident and problem management Features
Has featureOrganize and prioritize service tickets
Has featureExpert directory
Has featureService restoration
Has featureSelf-service tools
Has featureSubscription-based notifications
Has featureITSM collaboration and documentation
Has featureITSM reports and dashboards
ITSM asset management Features
Has featureConfiguration mangement
Has featureAsset management dashboard
Has featurePolicy and contract enforcement
Change management Features
Has featureChange requests repository
Has featureChange calendar
Has featureService-level management
Additional Features
Has featureResource Plan Board
Has featureOperations Management
Has featureOpen API
Has featureIntegrations Market Place
Has featureReservations Management

TOPdesk Video

The Total Economic Impact™ Of TOPdesk Enterprise is an October 2016 commissioned study conducted by Forrester Consulting on behalf of TOPdesk. For more information: page.topdesk.com/tei

TOPdesk Integrations

BeyondTrust Remote Support (formerly Bomgar), Snow License Manager, QlikView, Qlik Sense, Lansweeper, Nagios Core, Okta Workforce Identity, Microsoft Azure, Microsoft BI, Microsoft Dynamics 365 Business Central (formerly Dynamics NAV), OneLogin, Microsoft System Center, Microsoft System Center Configuration Manager (SCCM), Skype for Business (formerly Lync), Ivanti IT Asset Management Suite (formerly LANDESK IT Asset Management Suite), Ivanti Endpoint Manager (formerly LANDESK Management Suite), Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), RES Service Automation, Microsoft Active Directory, UMRA Access & Identity Management, Mavim Rules, ISM

TOPdesk Competitors

Pricing

Has featureFree Trial Available?Yes
Does not have featureFree or Freemium Version Available?No
Has featurePremium Consulting/Integration Services Available?Yes
Entry-level set up fee?Optional

TOPdesk has a unique license model: - Modular: Select the modules you need and easily expand as your business grows - Saas or On premise - Unlimited number of assets. Successful asset management should not be dependent on the license of your product. - End users OR service agents based, whichever fits your situation best. If you are looking for flexibility in the number of agents for e.g. extra busy times of the year, the flexible end user license lets you add agents without any restrictions, no day passes needed.

TOPdesk Customer Size Distribution

Consumers
0%
Small Businesses (1-50 employees)
5%
Mid-Size Companies (51-500 employees)
55%
Enterprises (> 500 employees)
40%

TOPdesk Support Options

 Free VersionPaid Version
Phone
Live Chat
Email
Social Media
Video Tutorials / Webinar
Forum/Community
FAQ/Knowledgebase

TOPdesk Technical Details

Deployment Types:On-premise, SaaS
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