TrustRadius
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.https://media.trustradius.com/product-logos/DY/sg/CARZX2SALMK8.JPEGLesli is very happy with TOPdesk Lite!Lesli uses TOPdesk Lite for incident management: all IT-related calls are registered in TOPdesk. In this way, we are able to follow up on the calls and monitor them. The reports give us an idea of the number of calls, but also of the area in which the most calls come in.,1,TOPdesk Lite is easy to implement. The Dashboard shows at a glance how many calls are open, which categories these calls relate to and how the calls are received. In addition, there is a multitude of reports available to help you find out for yourself what you would like to know from your data. The mail import functionality saves a lot of work: by sending all calls to one email address, they are automatically imported into TOPdesk Lite.,One of the improvements I would like to have is the ability to make my own reports in TOPdesk Lite. At the moment I can use (quite a number) of pre-defined reports. But for the report I really want, I still have to export the data to Excel and create in Excel my TOPdesk report. For Topdesk Lite, I would like to have the possibility (at the start) to do the import of old calls that were registered in another system (or in Excel, in my case) myself. The only way it can be done now is to let Topdesk do/make the import itself (and this means extra costs). Also, the template for People (Pesonen) could do with more instructions.,9,Introducing TOPdesk Lite means for Lesli an increase in efficiency. Users send their questions, problems, etc. to ONE email address and that is then automatically imported into TOPdesk. All follow-up takes place in TOPdesk so that all information about a report is gathered together. The use of Topdesk means an enormous saving of time for me. By registering and following up with TOPdesk, IT support is much more structured.,,10TOPdesk: a movement of service.It's used by a department. It's used for incident management for our external customers for incidents in the industry related to software, process, and hardware.,200,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.,9,Reduced escalation by new employees. More detailed information about customers installations.,BugTracker.net,9TOPefficiency with TOPdeskIn our company, we use TOPdesk in technical customer support and also in any Customer Service department. TDPdesk has allowed us to do this with more organization and agility using its intuitive billing system where we can manage the tickets and chats of our clients. With this rapid communication generated by TOPdesk, it is possible to have a quick visualization of what is happening and what problem our client faces so our team of support is organized and can find the most appropriate solution to the problem quickly.,17,Ease of use: TOPdesk has intuitive interfaces, you find everything you need without problems. Another positive point, and this I believe to be unanimous among its users, is the quality of the self-service portal. It is fantastic if you manage to insert a good database and knowledge, this will help in cases of small problems where the client will quickly find the solution and they don't need a call, saving the time of the support and relationship team. Another point I like about TOPdesk is its constant upgrades. this shows that the development team remains committed to bringing improvements to the customers of the product. The TOPdesk support and customer relationship team are incredible, they are solicited and provide quick service to any problem you have with the product.,I would like the form designer that comes integrated with TOPdesk to be improved, not that it is horrible or something that can not be used, but it would be interesting if it was given more resources that would allow you to make forms that are not so basic and limited. The process of installing TOPdesk is somewhat complex. I think it could be more intuitive, although if you have a serious problem with it, their technical support offers great support and accompanies you throughout the installation process.,9,Well, when you deal with consumers and they face some problem or difficulty, they want a quick solution, otherwise, they let themselves be customers. TOPdesk helps us with this by keeping the customer satisfied and "faithful" with our company. TOPdesk's self-support portal also helps us by popping up a lot of the time and supporting relationship team expenses.,KronoDesk and Zendesk,10TOPdesk is TOPs in the field of Helpdesk/Knowledge Base systems.The ECNO Shared Technology Services team uses TOPdesk as a one-stop ticket management and queue system for both our internal processes via Change Management, and for our external clients at 33 different school boards to enter support requests for our products and services. It provides both real-time monitoring of our current support requests shared between a team of 3 remote technicians, and allows historical data to be stored and accessed by both our clients and internal teams.,5,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.,10,TOPdesk has provided ROI of allowing our team more freedom to solve larger problems by directing users to Self-Service solutions through TOPdesk's self-service portal. The clear delimination of work status on tickets allows our team greater efficiency to collaborate on solutions and issues. By updating support requests and being able to update either just the assigned technician or updating the user on the steps to attempt. The Self-Service nature of ticket entry helps the members of our 33 different school board clients direct their tickets down specific pathways to either a solution, or allows us to direct the tickets to the team/technician responsible for the issue for a quicker resolution and less ticket churn between different teams.,JitBit Help Desk,9Customer sherpa can get you there, a journey together.After a lengthy review of our internal processes, procedures and systems we identified a need for an ITSM framework and application to help support it. All business requirements were defined and documented, prior to completing a formal RFP for a new platform. After a lengthy analysis TopDesk was able to meet all our documented requirements and deployment timelines. We are currently running TopDesk to manage how we work with IT requests for our 4000 users. Our current deployment is focused inside the IT department, but we have growing interest from other departments for workflow management and request tracking. We are on track to becoming a business partner with our departments and sites by improving IT's responsiveness, documenting expectations and over-communicating. Along with the platform we have defined 100 "cubed" mantra; 100% of all reactive issues will be tracked, 100% of all proactive work will be scheduled and 100% of IT work will be documented. We are now consistently getting IT done!,,Consulting approach to implementation Ease of use always on (Cloud),System is made up of modules which is good for the scalability, however, there is duplication of configuration effort if you have many of the modules. Ie. L1 and L2 tickets require all actions and events to be duplicated if they are the same. Survey module might be better suited as an integration with market leader engine. SSP forms could be more flexible if they were HTML capable to provide users a better UI Enable the ability to import and export forms, templates, configurations via a customer marketplace. We could upload a good template or rule and other customers could down load it and use it (with a few configuration changes) Knowledgebase articles could be HTML capable for improved user UI. Allow users to subscribe to KB articles and social media. Allow users to update their user profiles with additional details (ie cell #, social media links, education, courses etc.) Add education and training/courses to user profiles. This could provide organizations the ability to manage training. Add task management. Not everything is a ticket. Many department activities that are requested or managed do not need to be a support ticket. Often meetings generate tasks that could be added to Topdesk. A task could be attached to an operator with task name, description, due date, perhaps even a checklist. Then email templates can be added to notify the requestor when complete. Project module is lacking some of the basic details and metrics found in portfolio management (budget, summary, start date, target date, expenses, assets, time management). Project templates could be improved. Could use a time and expense management. Expenses, time by ticket, project, task and/or a simple timesheet and expense sheet for approvals. Finish the Asset modules to eliminate working with 2 asset modules.,8,It will allow us to change the IT culture towards service centric and project centric approaches. Dramatically improve self-service We should be able to do more, more quickly.,ServiceNow and Cherwell Service Management,9,3,Manage IT requests - never lose anything Manage staff workload Self-service for users,Non-IT departments responses to tickets and provide updates with being an operator,Asset management, cost tracking, contract tracking HR user onboarding and off-boarding Implement single Point of Contact Operator training and education/course management,9,SolarWinds N-central, LastPass, Microsoft 365 Business,Yes,Price Product Features Product Usability Product Reputation Positive Sales Experience with the Vendor,We had a very detailed evaluation process with manage parts and a 8 hour vendor demo. If I had to do this again I would be more specific on the detailed features we were hoping for.Great product for ease of implementation, but back-end customization can be limited.We use it within IT for: Ticket management, change management, inventory control, and the self-service portal We are planning to onboard the maintenance department.,20,Change management request for cell phones with dual approval. Change management request for VPN access with dual approval. Inventory control with TOPsis scan.,More customizing flexibility in the SSP... ex.: iFrames. All change management approval process visible within the SSP during manager approvals.,8,It gives us a clear picture of our day-to-day activities. Able to generate reports for management. Giving end users the ability to solve the little problems via the SSP.,,7TOPdesk Review -- 10 years of TOPdeskWe use TOPdesk for incident, change and asset management internally and also for our B2B customer base. It gives us a central location to manage our global customer's issues and needs, and provides a simple way to delegate and track workflow. Additionally, the data we are able to report on allows us to pinpoint areas of improvement.,,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.,10,Increased efficiency. Enables proactive customer issue management. Fewer action plans and reparation work.,,9TOPdesk is the first thing I open in the morning...so it's on the top of my list on my desktop.We use it as our main ticketing system across the company. We used to use it with a previous company we owned. Tickets are either emailed to TOPdesk and a ticket is created automatically, or we manually create them. We also use it for our Change management approval process as well.,5,The ability to customize it. Ability to access anywhere there is an internet connection. Cost.,Maybe a little easier to customize. Fix the Canadian phone support number. I called a few times and it just rings and rings. Be able to drag and drop a pic into the comment area while updating a ticket.,7,Since this the first service desk I've used and it's the company's first ticketing system I can't tell if there is a positive or negative impact on ROI. TOPdesk is used daily, so it's definitely being used. We are slowing expanding its use. We started using the change management part of the system.,,6Already for 10 years a happy topdeskerWe 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.,6,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,8,Since TOPdesk we and our customers have a good impression of our incidents.,,9TOPdesk? Simply the best.We use TOPdesk to register IT-related incidents. The program is used primarily by the IT department but other departments are seeing the benefits of TOPdesk and some of them are starting to use it as well.,25,Registration of incidents is very easy and doesn't take a lot of time. By pre-configuring options for the registration process, you can add a first or second line incident very quickly with all the information needed for the person who is going to solve the problem. Registering new hardware is simple and goes very quickly. For example, adding 100 new laptops (all the same model of course) is done in a few minutes time. Just add one complete new item and after saving this item you can copy 99 more. Just change the serial number and your ready. If anything goes wrong with the program, or you just simply do not know how to register something or how a certain list has to be made, you can just call or e-mail the TOPdesk tech department and they will help you get on your way again.,I really cannot think of anything that I miss or would like to improve on TOPdesk. Every update or new version has the right tweaks so you do not have to learn the program all over again and this is a big plus.,8,By using TOPdesk as a mechanism for registering incidents, the entire IT department can see which incidents come in and who is solving the most of them. It is always nice to see your name on top of the list of who solved the most incidents this week or month. This way everybody is encouraged to give that little bit extra.,,9TOPdesk as a service desk toolAt my organization we use TOPdesk as the service desk tool for all IT calls. We also use TOPdesk as our CMDB. TOPdesk is used only by the IT-department. Although we have looked into implementing TOPdesk for usage in another Department (our info desk) they decided to use another tool. For the IT department TOPdesk fulfills it's role as a service desk tool and CMDB. We have all the businesses we support listed and their hardware in the CMDB. And hardware and user are linked.,9,TOPdesk is very good in automating emails. All user questions can be routed through TOPDesk. Powerfull CMDB.,Ease of editing the CMDB. Mailing updates to customers with a one click button (though that might be a local (lack of) configuration). Timer for working on tickets.,7,Automate ticket registering. Prioritizing the ticket flow. Search option to find calls which have gone through multiple operators.,ServiceDesk Plus,8Perfect tool for small and medium size businessesTOPdesk is used globally across the whole organization. It allows us to support the lifecycle of our IT services.,2000,Ease of use: TOPdesk is straightforward and easy to use for both operators and users. Support: the support provided by TOPdesk is of high quality level. I have always been satisfied with support. Flexibility: TOPdesk is customizable enough to allow it to fit within your organisation.,Security: it is not so easy to set up and maintain a different level of access to the actual data in TOPdesk. Reporting: Reports are not so flexible. The new Reporting API is allowing for more flexibility but still needs improvement and focus.,10,Efficiency has increased considerably. Service quality has improved: less downtime, less escalations. Communication and collaboration has improved.,IBM Maximo, BMC Remedy, Ivanti ITSM Service Desk and powered by Heat (formerly LANDESK Service Desk),10Great tool for the bussinesWe use TOPdesk to support users, incident management, make use of operational task, recurring tasks, inventory management, CMDB, contract management and change management for different type of changes.,230,Self Service Desk for endusers works fine. Information about our services is easy to present. We use forms to guide user input and present the info to the right operator. We use incident management, change management and operational managent (recurring activities). It is all presented in one tool. Dashbords can be better to give more overview but the current release is almost fine. Single Sign On with Azure AD works great!,Topdesk offers a Kanban planning overview. Incident management uses the Kanban board. Change management does not. This is a big loss. New asset managent is not completed. Reports and selections on assets are not availible. Basic function I think. Contract managent version history is not always easy to understand.,7,Structure in changes helps to get the right info. This helps the operators.,,9TOPdesk: TOPproduct, TOPserviceTOPdesk 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.,20,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.,9,Currently, we still develop the Self Service for our customers to support themselves. However, the new search option with the latest version was a good improvement.,,9TOPdesk - A potentially great product currently burdened by a handful of shortcomingsWhen fully implemented, TOPdesk will be used across my whole organization. It will be primarily used to manage ticketing (help desk, maintenance, etc...), as well as to provide a nice front-end for the user community. We also hope to implement the project management and change control modules in the near future.,,Provides a very nice front-end interface for the end-user community. Provides a thorough web-based interface for the operators (back-end technicians). Provides a great deal of flexibility concerning the organization of operators into groups, as well as delegating very granular control over what they can/cannot do in the operators interface.,The inventory system - while boasting some cool features such as historical modifications to a system - suffers from one core issue: It is very easy to introduce duplicate records into the system and lose connections between PCs and other objects (licenses, users, support tickets) due to TOPdesk's use of the host name as the primary key in their database. The AD import system is not properly fleshed out, and requires extensive modifications by TOPdesk before it will work. For instance, it won't pull in any addressing information for any of your users by default. It will also pull in blank entries if an account lives in the OU structure you're scanning and that account has a manager whose account lives outside the OU structure in question. Likewise, similar blank entries can be created if an Exchange contact is set as the manager of a user account within your OU. The knowledgebase is decent, but it lacks [A] any real formatting (no numbered or bulleted lists, making procedures difficult to write) and [B] granular control over who can do what (if you give someone in HR the ability to write/edit knowledgebase articles, they also have access to all the IT knowledgebase articles). I believe TOPdesk will be improving this approach in the future, but nothing yet. The trigger/action system (handles all email notifications) is very difficult to set up. It's a powerful system in that you can compose highly customized emails, but without any sort of basic guide or templates it's a very steep learning curve to get working. In my own system I have nearly 40 triggers and nearly 70 actions just to handle who should get what, and it took months to set up - a core reason it took so long to roll out the product. These triggers are not well documented either, so many of them require trial and error to the nth degree. Some aspects of the system are inherently broken. For instance, you can create a trigger to trip whenever someone posts a comment to a ticket, then have an action set up to email all the linked users of a ticket. But if there aren't any linked users then the operator gets a post-comment prompt asking who they want to send the email to, instead of the system being smart enough to know that it shouldn't try sending the email at all. Linked users have no visibility into someone else's ticket. This is odd, because TOPdesk has enabled this feature for [A] users of the same location (where it isn't always applicable) and/or [B] users of the same department (where again, it isn't always applicable). What TOPdesk should do is give *ANY* linked user the ability to see another user's ticket via the self-service portal, but they haven't done this. The result would be a linked user getting an email notification for a ticket which they don't have visibility on, resulting on additional emails back and forth looking for information. On a related note, the two existing visibility options listed above (location-based and department-based) can introduce security holes. Consider a handful of users at a single location or within a single department, then consider that two or three of them are basic users, then there is an assistant manager, and finally there is a manager above everyone. You can easily give the manager visibility of all of his/her subordinates' tickets, but if in order to give the assistant manager visibility over his/her subordinates, you must also give him/her visibility to the manager's tickets. The mobile operators site restricts ticket visibility to only [A] an operator's own tickets and [B] unassigned tickets within that operator's group. So if you have a 10-person support team with a single manager, then as soon as the manager assigns at ticket to one of his/her techs, the manager loses visibility of the ticket. This is especially problematic if you have a manager working in the field on a mobile device 100% of the time (as I do). The only way for the manager to see all tickets is to simply not assign them to anyone, a pretty dumb approach to a problem introduced as part of a poor design choice. As a general rule, TOPdesk has introduced many great ideas, but they are often burdened by the singular approach the TOPdesk designers have taken. As stated above, yes, you have an inventory, but it's borderline unusable because of their choice of primary keys. Or yes, you can link multiple users to a single ticket, but they can't actually SEE the ticket. Or an operator can use the mobile website, but they can't SEE tickets assigned to other members of their team within the mobile website. Things like that. And the most frustrating element is that when you bring these points up their response is almost always 'Why is that a problem?', or 'Why would you want to do it that way?', or something similar which avoids confronting the design issue head on in favor of putting the onus on the customer to justify why something should work the way it works in countless other help desk applications. Don't get me wrong - TOPdesk is a very decent product and has the potential to be GREAT - but after 8 months of prepping before we turned it on, it didn't surprise me in the least that so many individuals (operators) in our organization reported problems and frustrations with it. UPDATE: Since my first review we have upgraded TOPdesk to the latest version and found several previous problems have been fixed (so they no longer appear in this review). One such example was documents attached to KB articles, which show up out of alphabetical order (still a problem), but which previously were not returned during searches. They now are, making the misordering of the files not much of a problem any longer. The point is that TOPdesk is always improving their products, and this gives me great hope going forward that our satisfaction with it will only grow.,6,Very negative in terms of the amount of time spent just getting the product ready for implementation. As stated earlier, the prep to get the system ready took about 8 months, and now that we're live we're still fixing AD import issues and not using the inventory system due to its poor implementation. Can't speak to any positive ROI yet because we're not live, though I expect that the knowledgebase will be of some help.,ServiceDesk, Samanage, Zendesk and ServiceDesk Plus,7Implementing a first ticketing system in our organizationWe are using TOPdesk to receive IT Incidents and Change Orders from our users in the Offices in Germany, Spain, Italy, Turkey, and Poland.,500,Easy to enter tickets by mail from the users. TOPdesk could be used directly out of the box. SaaS makes it easy to setup it up and scales within the region. Excellent support during and after the go-live by the people from TOPdesk.,SaaS implementation could be easier if it would be done by TOPdesk as an extra service. My IT department had some difficulties due to lack of knowledge in this area.,10,Eases the handling of J-SOX Replacement of Excel Files The higher efficiency of technicians No user request get lost anymore,Service-Now,10,2,Incidents Change Order SAP Events,Event Management New Employee Employee Departure,Asset Management Self Service Portal Full Change Management,9,Micro Focus ZENworks Suite, Eset Smart Security, IBM Notes,Yes,Price Product Features Product Usability Prior Experience with the Product Existing Relationship with the Vendor,No, not at all.,Vendor implemented,Yes,Change management was a major issue with the implementation,SAAS implementation on our side, due to missing experience with SAAS Not up to date nor complete filled AD WAN bandwidth (100-200 MBit/s) upgrade was needed,8,The entire implementation process and the project management was excellent.,Incident Management Change Management Event Management,na na na,Yes, but I don't use it,9TOPdesk is just the way to go in the current IT Environment!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. We also hope to implement the project management and change control modules in the near future.,300,It creates a very plain system wich is easy to understand for the employees. The amount of features within TOPdesk makes the sky unlimited. It is so advance that there simply isn't a "no" when you want something done in TOPdesk.,On the management side, it's pretty hard to find and edit specific items if you don't know where to find it. It could be a bit more organized and easy for people who have to manage TOPdesk in their environment.,8,It takes some time to get used to the management environment but once you get the hang of it it's very straight to the point The users are getting used to the TOPdesk environment pretty quickly!,BMC Remedy Asset Management and Axios Assyst,8With TOPdesk we professionalize our ITWe use TOPdesk for all our customers to support them with there IT problems. We use TOPdesk for 1 year now within the company. It gives us a good overview of all work that has to be done. It helps us communicate with the customers and inform them about the status of there issue or request.,10,Easy to use Fast in use Professional design,The TOPdesk app for the iPhone is only for users and not for practitioners An option to merge two tickets in one ticket with an easy button,9,Because we use knowledge items we can solve issues faster than before Because we use standard solutions we can create and close tickets faster than before,Kayako,9Our experience with Topdesk is TOPWe use top desks both internally and externally. Internally, we register all ICT-related issues that employees notice in TOPdesk. Externally, we provide support for both end users and dealers of our products. Our customers register their reports at Inepro by telephone, e-mail and via TOPdesk's self-service portal. Via the self-service portal, customers have insight into the status of their reports. Customers can make use of the knowledge base we have built up within TOPdesk. We also use TOPdesk for the distribution of new software releases, training materials and manuals.,25,Topdesk provides insight into and an overview of the status of service and support calls. This gives us a good insight into whether we comply with the agreed service contracts with our customers. Topdesk has an easy to operate and clear service portal for our customers. We use TOPdesk for the distribution of new software and firmware to selected customers. We also use Topdesk to share knowledge with our dealers. TOPdesk is a perfect medium for Inepro for this purpose. Keeping track of the time per incident is easy, so employees are not hindered from keeping track of this.,An incident on which many mutations have been made, loses a clear overview. Reports can no longer be seen completely and clearly on the screen. Recognition of equal or similar incident reports could be improved. We missed good interaction with modern communication tools such as WhatsAPP.,8,We have greatly improved the quality of our products through a better understanding of reporting. The number of registered reports has fallen sharply because customers are able to gather more information themselves. (knownledge base, software distribution and online manuals) By registering the time per incident and customer group, we have gained a better insight. We started to manage this, which led to an efficiency in staffing and handling in the support department.,TOPdesk,10,Yes,Price Product Features Product Usability Product Reputation,We are so satisfied at the moment that next time we would do nothing else.TopDesk, for getting on Top of your ServicedeskWe use TopDesk as the base of our IT department. Everything we do, every change we make, every support case that has been solved is registered in TopDesk. All our hardware is also registered in TopDesk, including details like warranty, status, the location of use, even the invoices are linked to hardware items. The Knowledge database in TopDesk is used as a log and ever-growing manual of every configuration/installation we perform.,2,Preserve a timeline for every item in TopDesk. From a piece of hardware to my users. I can view and track their history It helps me with keeping my documentation up to date and offers me a central medium to store all relevant information It keeps me informed on our workload,It took me a while to find my way trough TopDesk. It could be a bit more intuitive. Beter support for using Multiple tabs in your browser,8,We never calculated the ROI, because of the low pricing/investment it was obvious this software was going to pay for itself.,,9TOPdesk - the way we administrate our time and workTOPdesk is our main program for our hour registration. We work for a lot of customers and the time we spend for our customers is booked in TOPdesk. The administration department is using the time in TOPdesk for creating invoices. We also use TOPdesk for the registration of our hardware and creating records of interruption or dysfunction.,14,Easy to administrator the worked time on a ticket and also when multiple users work on the some ticket There is a great function to let different TOPdesk environments [work] together, in this way you can share tickets with your customers Great report generator to get management information from TOPdesk It is a super way to register hardware and create tickets on the hardware to see the complete history of a product,It would be nice if there was a clock function, [so you could] start the clock when you start working on a ticket and stop the clock when you are ready. No mobile version (app) for the phone. Field engineers are now using the web version.,9,We don't use the self-service tools. One of the biggest problems is we are working with multiple customers and the self-service gives default solutions and not specific solutions for the customer environment. It helps us make our invoices and saves a lot of time by working this way.,Vtiger, HubSpot and MailChimp,9Thinking about TOPdesk?We use Topdesk to track and trace incidents for all our end-users, they are spread over multiple organizations. Also, our IT contacts can track all the incidents we work on for their end-users. In this way, they have the opportunity to stay up-to-date all the time if they want and like to. Every month we send out incident reports created by Topdesk.,8,Automatically reads designated mail folder and creates incidents from this; this function is saving us a lot of time entering incidents. In this way, we can respond much quicker to incident calls. Escalation of incidents. We use this a lot, because we don't want our servicedesk to be occupied with stuff they cannot solve in a fashionable time. In this way customers are getting the correct response much quicker. Report engine. Creating reports is really nice and you can make them the way you want them. This gives us the flexibility to create reports with all the necessary information for our customers.,Give best practice tips when designing your Topdesk environment, in this way you won't run into discussions with a Topdesk consultant about the way you run things! Make it easier to design some work forms for jobs you do for customers and let them sign off. Get more functionality available as an add-on, there are examples where you need to buy enterprise license just to get a hold on some of those features.,9,We have a quick insight into what incidents are sent to the service desk, we always have been able to reduce the amount of incidents by > 50% for all our customers to date. For our larger than 25 users organizations we introduced the self-service portal; our IT contacts are able to create incidents quickly without interference from our service desk. Our IT contacts receive an overview of handled incidents from the previous month, in this way they are able to see the impact of IT on their organization.,,8,6Asset management is TopDesk’s best assetCurrently, it’s mainly being used by one department. Other departments, however, are using the data registered in TopDesk. We’re currently planning to use it for other departments as well. It helps us to keep track of all issues and gives us an insight of our configuration management.,12,It transforms from static to flexible. It implements new functionalities like asset management. They listen to the wishes and needs of their customers.,Flexibility in incident management (like asset management) Artificial intelligence based on categorization etcetera are very welcome Easier use of filters,9,Increased efficiency Peace of mind. Due to overview Clear priorities for users and easy to do lists,Redmine and Freshdesk,9Topdesk a must doWe use topdesk for SLA and IT ticketing system. Also our complete inventory, both IT and facility is stored in Topdesk,,Servicedesk ticketing ITIL based IT calls Change management Reservation system,User management Administration tasks,9,More self service Beltter overview over whats happening in IT ROI because of better workload overview,,8,5,Ticketing system Reservations change management knowledge system,9TOPdesk the best tool for maintenance and supportWe use TOPdesk for several processes, supplier contracts, and software licenses. Hardware equipment. Machinery registration. Periodical Maintenance. Machine failure registration. We use a third of the processes in other countries and in different languages. All the processes are well supported by TOPdesk. The functions within TOPdesk are more than available. The helpdesk of TOPdesk is very good. Help is provided within a day by normal tickets. If a call is needed, quick service is perfect. TOPdesk is a professional company that knows what customers need. I can recommend this company to everyone!,50,Software/ hardware lease contracts. You can add end dates, alert dates, lease amount, duration number in days/months/years. Activate and not active anymore. But still, have a good overview Machine registration. You can sort by date who is the supplier. Estimated end of the live period. Maintenance plan. Contract info. Repair history. Contact info. This is a very complete module Organisation overview is also very complete. One thing that can be better is the configuration for sending emails. For this, you need the help of TOPdesk. This would be better if a customer could set this by them self,As I already mentioned. Sending mail configuration could be better and should be maintained by customer. Maybe more mobile friendly,9,Because we useTOPdesk we are now more in control. We can anticipate trends which reduce the risk of failures, machine down. Also, it gives a good overview of where to improve equipment.,,9
Windows, Linux
TOPdesk
226 Ratings
Score 7.9 out of 101
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TOPdesk
226 Ratings
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Score 7.9 out of 101

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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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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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Karl Schuele profile photo
Score 10 out of 10
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  • Service-Now
Service-Now is too heavy and it takes quite some time to get it implemented. It is a tool where the maturity of the organization needs to be more developed. TOPdesk was the perfect package for our organization as it is easy to implement, cost-efficient and comes along with an excellent support by the TOPdesk staff.
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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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Jurgen Bravenboer profile photo
Score 9 out of 10
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We use Topdesk out of the box in a SaaS based installation, there are some nice implementation guides to help you on your way.
As a company we use ITIL as a base for our services, Topdesk is also based on ITIL and therefore it's quite easy to implement this in the organization.
All the ITIL related items are deliverd by Topdesk, servicedesk, Incident Management, Change Management, Configuration Management DataBase and so on. If needed you can even run project management on Topdesk, but there are better tools available when you need to go into details for a project.
Overall Topdesk is really good for company's who are working based on ITIL processes
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Stijn Buitenhuis profile photo
Score 9 out of 10
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The implementation is of course much easier than Redline. This is a cheap shot because Redmine is open source so it’s most of the time harder to implement. The technical knowledge needed for Redmine is not needed for TopDesk. The layout and design of TopDesk are much better. Although you really need to get used to the way of navigating. This could be done easier. A fresh desk is simply a Helpdesk tool while TopDesk offers far more. The addition of configuration management, SLA, and all other modules makes TopDesk a far more powerful tool
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Feature Scorecard Summary

Organize and prioritize service tickets (106)
8.2
Expert directory (70)
6.9
Service restoration (65)
7.4
Self-service tools (97)
8.3
Subscription-based notifications (75)
7.6
ITSM collaboration and documentation (81)
7.6
ITSM reports and dashboards (85)
6.7
Configuration mangement (86)
7.0
Asset management dashboard (75)
7.7
Policy and contract enforcement (62)
6.9
Change requests repository (80)
7.7
Change calendar (70)
6.7
Service-level management (69)
7.4

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, Okta Workforce Identity, Microsoft Azure, Microsoft BI, Microsoft Dynamics 365 Business Central (formerly Dynamics NAV), OneLogin, Microsoft System Center, Microsoft System Center Configuration Manager, 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