TOPdesk Reviews

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Score 7.8 out of 100

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Reviews (1-25 of 87)

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March 08, 2021
Jantien Strijland | TrustRadius Reviewer
Score 10 out of 10
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User- and Functional management friendlyness and the extended features and collaborations with internal services and 3rd parties
A wide range of features.
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April 01, 2021
Anonymous | TrustRadius Reviewer
Score 9 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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August 31, 2020
Bernd Fredriks | TrustRadius Reviewer
Score 9 out of 10
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TOPdesk was clearly better then other systems because of the following:
1) Simplicity (We could implement it for 95% with internal resources)
2) Flexibility and scalability (We started in a limited area and could enlarge it without problems)
3) Pricing (Flexible arrangement depending on nr of callers)
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December 14, 2020
Mark Coutinho | TrustRadius Reviewer
Score 9 out of 10
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We haven't had any other product before TOPdesk. Like I said: we have been using it for more than 15 years now. Before that people mailed us, called us or just barged in the door to complain, ask, demand or whatever it is they wanted to do. Days haven't been that hectic since the introduction of TOPdesk.
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November 02, 2020
Arjan Sip | TrustRadius Reviewer
Score 9 out of 10
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TOPdesk is more cost effective then its competitors that we looked at. You only pay for what you need. So if you want to keep it simple, that is easy and not too expensive.
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October 02, 2020
Robin Exoo | TrustRadius Reviewer
Score 9 out of 10
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We always used TOPdesk. I have used other tools in other companies like HP Openview or ITSM. But before we started using TOPdesk between companies with the operators' accounts. Engineers used Excel or Outlook folders to manage their workload. But this way is much easier for them.
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July 31, 2020
Jay Hamel | TrustRadius Reviewer
Score 9 out of 10
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We have used several CMS and IMS tools -- dozens. TOPdesk is the most versatile and stable system, for the money, that we have encountered.
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July 29, 2020
Rob Hoogeveen | TrustRadius Reviewer
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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July 29, 2020
Paolo Staal | TrustRadius Reviewer
Score 9 out of 10
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In the time of selection, more then 10 years ago, Assyst was very outdated/old fashioned. Also the management of TOPDesk was way more efficient in contrast to Assyst. Also the costs of keeping and updating Assyst was high, while TOPDesk was reasonably priced to get what we functionally needed and to have a modern system again.
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July 28, 2020
Kimberly Wamble | TrustRadius Reviewer
Score 8 out of 10
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Our TopDesk users like it better than the Cerebrus ticketing system that we were previously. It has more options for routing tickets and is easier to organize.
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July 29, 2020
Peter Reus | TrustRadius Reviewer
Score 10 out of 10
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TOPdesk is SAAS, so no more servers in-house. No problem getting more departments over to TOPdesk, without setting up new servers. Ease of moving tickets that where send to the wrong service desk mailbox, without retyping it all.
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July 31, 2020
Anonymous | TrustRadius Reviewer
Score 8 out of 10
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  • TOPdesk
We have assessed TOPdesk together with ServiceNow, Salesforce Service Cloud (we already use Salesforce), Heat and Cherwell. Reason for chosing TOPdesk:
- SAAS (requirement)
- Pricing model (functionality versus license model) --> relative low investment to start TOPdesk
- Easy to use
- Availability Self-service-portal
- Easy to maintain
- Many customers in the Public domain (lock in)
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July 31, 2020
Anonymous | TrustRadius Reviewer
Score 8 out of 10
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Didn’t test other software
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September 25, 2020
Anonymous | TrustRadius Reviewer
Score 7 out of 10
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Worked with this program for a short while, but it was enough for me to notice that this program is too advanced, or it gives you the opportunity to make it really difficult.
Unlike TOPdesk, which is a basic program that you can tweak.
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Feature Scorecard Summary

Organize and prioritize service tickets (128)
8.5
Expert directory (85)
6.6
Service restoration (81)
7.6
Self-service tools (118)
8.0
Subscription-based notifications (89)
7.7
ITSM collaboration and documentation (97)
7.9
ITSM reports and dashboards (103)
7.3
Configuration mangement (101)
7.7
Asset management dashboard (86)
7.0
Policy and contract enforcement (72)
7.9
Change requests repository (99)
7.7
Change calendar (82)
6.9
Service-level management (82)
7.5

What is 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.

TOPdesk Integrations

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

TOPdesk Competitors

TOPdesk 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

Frequently Asked Questions

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.

What is TOPdesk's best feature?

Reviewers rate Organize and prioritize service tickets highest, with a score of 8.5.

Who uses TOPdesk?

The most common users of TOPdesk are from Mid-size Companies and the Information Technology & Services industry.