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TOPdesk

TOPdesk

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.

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Recent Reviews

TOPdesk Review

8 out of 10
April 14, 2024
Incentivized
TOPdesk is used for incidents, like facility problems e.g. a broken toilet, internet not working, computer authorization, application …
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Good Product!

8 out of 10
April 13, 2024
Incentivized
We use TOPdesk for notifications from coworkers in the hospital. When they have problems or a wish for the hospital patient information …
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TOPdesk in healthcare

8 out of 10
April 12, 2024
We use TOPdesk for notifications within ICMT. We register (Almost) all resources within asset management. As administrators, we also make …
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TOPdesk

9 out of 10
April 12, 2024
We use it primarily as a ticket system. And also to see which questions are some of the most asked questions within our organisation. …
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TOPdesk Review

8 out of 10
April 10, 2024
TOPdesk is used as system to manage all support tickets and changes. The main issue how to manage all changes in the right way
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Good tool

9 out of 10
April 09, 2024
Incentivized
It is used as an information source for known issues (knowledge items) both for employees as for IT personnel. Tracking tickets for …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 13 features
  • Self-service tools (179)
    8.4
    84%
  • Organize and prioritize service tickets (193)
    8.2
    82%
  • ITSM collaboration and documentation (147)
    8.2
    82%
  • ITSM reports and dashboards (155)
    7.4
    74%

Reviewer Pros & Cons

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Pricing

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N/A
Unavailable

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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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8
Avg 8.1

ITSM asset management

Managing all IT assets and enforcing policy rules

8.1
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

7.9
Avg 8.4
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Product Details

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.

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 Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Linux
Mobile ApplicationApple iOS, Android, Windows Phone, Mobile Web
Supported CountriesGlobal
Supported LanguagesEnglish, 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.

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

Consumers0%
Small Businesses (1-50 employees)5%
Mid-Size Companies (51-500 employees)55%
Enterprises (more than 500 employees)40%
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Comparisons

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Reviews and Ratings

(406)

Attribute Ratings

Reviews

(1-25 of 25)
Companies can't remove reviews or game the system. Here's why
Dustin Fawver | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Employee onboarding. This is still a major pain point for IT. While we have automation that generates accounts for users and can add them to some general security and distribution groups, it doesn't know what security groups and ancillary systems that the user's position should have. Many times the department who hired the employee doesn't know and expects IT to have the answers.
  • Utilizing the Asset Management module in TOPdesk, we could define a "Role Based Access Control" template that has the position numbers and what each should have access to. For each new employee account, it could be automatically added to what the employee needs without the new employee or department manually submitting the appropriate request forms.
  • Related to the previous point, whenever TOPdesk receives information from the ERP system for a new employee, it can send the employee a "Welcome" email welcoming the employee to the organization, to contact the Help Desk (with contact info provided) if there are any IT-related issues, and whatever else we want the new employee to know, such as cybersecurity training. For those who actually read the email and complete all the steps, have a link/button that opens the Self Service Portal to a form where the user could choose from a T-shirt or a hat (or maybe something else). The user gets rewarded and it provides valuable feedback for management.
  • For physical assets like computers, have a complete Asset Lifecycle Management process. The completed process would track an asset from the time it's ordered until the time it becomes surplus. There are still some pain points for IT since part of the current process relies on ancillary systems that currently don't communicate with TOPdesk.
  • Shared mailbox management. Currently the systems administrators have to manage membership of shared mailboxes. With TOPdesk, a form can be set up in the Self Service Portal that allows the user to choose the shared mailbox that they manage, enter in the information of the user(s) to add or remove, and also to designate the users as having the same management capability. The employee off-boarding automation could be improved to remove users from any shared mailboxes whenever they transfer departments or leave the organization.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • We're constantly considering how to roll in other departments and give them an easy way to keep track of tasks.
  • We've looked at the facility management system a few times to keep track of reoccurring maintenance, but as of yet been unable to justify the additional cost versus using a SharePoint calendar.
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