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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

9 out of 10
March 06, 2024
We use TOPdesk for employees and students. The onboarding of employees was not digital with us and we have now automated this by means of …
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TOPdesk review

10 out of 10
March 04, 2024
We use TOPdesk for various ends, to catalog our incidents, the change request and for asset management, this works fantastic as we were …
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TOPdesk review

7 out of 10
February 23, 2024
Incentivized
We use TOPdesk as our ticket management system. For all of the support questions of the customers we make tickets, which are uses by the …
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TOP! Desk

8 out of 10
September 12, 2023
I’m using TOPDesk as an operator for user issues, incidents and changes related to campus real estate for TU Delft
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TOPdesk

8 out of 10
August 21, 2023
TOPdesk is used to manage internal services and host reservations
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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 (168)
    8.6
    86%
  • Configuration mangement (141)
    8.6
    86%
  • Organize and prioritize service tickets (182)
    8.3
    83%
  • ITSM reports and dashboards (148)
    7.7
    77%

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

8.2
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

8.3
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

8
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 8.6.

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

(388)

Attribute Ratings

Reviews

(1-2 of 2)
Companies can't remove reviews or game the system. Here's why
Jason Flannery | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use it daily for support requests and tracking technical challenges. It's a tool we use for asset management with API calls to Microsoft Intune, Google Admin for inventorying daily all Computer, Chromebook and iPad usage and information. We were in desperate need of a useful, secure Asset management software as well as a new helpdesk tool and this has been the best of both worlds. I was part of the team assessing the product and couldn't imagine daily work life with out it now.
6000
All Staff have a person card in Topdesk. They can submit tickets and review their own tickets. We have daily usage by our helpdesk team and IT team as well as other departments that have ticketing usage (maintenance jobs) that are also managed with Topdesk. The vast amount of knowledge items we can source helps to solve problems before they become recorded as tickets as well.
  • 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.
This is the most complete software I've reviewed and we purchased that allows customization and growth but is stable and rock solid in regards to team support. I don't have anything bad to say about Topdesk. We've used it for over 4 years and not only can we measure where the work is, where support is needed but also team stats on where we can look at efficiencies in support.
Incident and problem management (7)
85.71428571428571%
8.6
Organize and prioritize service tickets
100%
10.0
Expert directory
100%
10.0
Service restoration
100%
10.0
Self-service tools
100%
10.0
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
100%
10.0
ITSM reports and dashboards
100%
10.0
ITSM asset management (3)
66.66666666666667%
6.7
Configuration mangement
100%
10.0
Asset management dashboard
100%
10.0
Policy and contract enforcement
N/A
N/A
Change management (3)
80%
8.0
Change requests repository
80%
8.0
Change calendar
80%
8.0
Service-level management
80%
8.0
  • We've achieved shift-lift for sure and reduced escalation
  • Increased efficiency
  • Measurable metrics of who is doing what and where\what we need to look at adding more support.
I was sold on the price, customizability and ease of use for Topdesk.
We've had to contact them recently with outages or slow access to the service but it was back up (slowed - not off) and running asap and service was right on top of it.
On top of spending a tremendous amount of time and energy and hours on it, the software is tremendous and the support is exemplary.
3
We have three that know the ins and outs of Topdesk and can create flows for ticketing and also manage AD syncs and API calls for asset management\reporting.
  • Our in house custom helpdesk was out of date and out of touch.
  • We needed asset management, reporting capabilities and need an online solution that integrated with all of our IT support needs.
  • We heard of TOPdesk being used at other boards and it was simple to setup but allowed us to customize it for our needs.
  • Daily Asset updates - IP's - last logged on user. The amount of device data we can pull and when and where it was last used is invaluable.
  • The reporting options and at a glance review of open tickets and where we need to focus more attention on is key.
  • We would love to incorporate maps. Add other assets like projectors, IOT devices, TV's, Digital signs, APs and switches to the software.
Microsoft Endpoint Manager (Microsoft Intune + SCCM)
Login - Operator or user login - easy to understand. Easy to manage and assignment of tickets and activities has been seamless to integrate with very little time spent having to retrain staff.
  • Ticket assignment based on role.
  • Assigning technicians to roles in Topdesk and maintaining the assigned list is easy.
  • Importing assets from all MDM's and Intune were easy enough to setup and manage.
  • Activities I find are confusing at times and we will switch these to Tickets soon.
  • Change management hasn't been instituted yet based on time allowed from senior team to configure it.
  • Google (device\asset management)
  • Microsoft MDM
Using API and GAM we can pull in all attributes on devices including IP, last user and a host of other pertinent information that makes the asset management piece so valuable.
  • Zabix
  • Automation for ticketing based on custom powershell commands
Yes.
  • File import/export
  • Single Signon
  • API (e.g. SOAP or REST)
No
This is really intuitive software and they are very open to suggestions and customization.
It's been a boon for us.
  • Implemented in-house
No
Change management was minimal
We've not implemented change management although we plan on doing so in the future. We have several engineers and multiple techs however change management has been a struggle to get off the ground. We believe it's the right way to go but the challenge is few IT staff doing many roles so change management adds a layer of administration that takes time away from completing the task. IT staff typically are not documentarians and the idea of change management for some IT staff is daunting.
  • Planning the implementation.
  • Labels for all asset types and how to organize depts.
  • Which groups needed access to which systems\tickets\information
It was a challenge to port over years of the same thing and we ended up keeping old ideas in Topdesk that we will eventually weed out as time passes and we learn how users view categories and flows of tickets. Planning is key but bear in mind that just because you used to do it this way doesn't mean you still have to.
Yes
We use to use an inhouse solution that worked until we tried to manage add ons - authentication and integration with Google, Microsoft and Apple API's. We outgrew our in house solution and we are so happy we did.
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
Product Features and asset management were the selling feature for us. We saw this in use for maintenance at a school board and saw so much more potential for replacing our hobbled solution that we were using. Reporting, automation and ease of use were a massive change.
I wouldn't change a thing. In fact Topdesk has exceeded expectations and continue to grow and expand capabilities including things we've suggested over the years.
  • Online Training
  • In-Person Training
We had Topdesk in-house here training staff for almost a month (2-3 hour meetings 3x a week.) It was invaluable and we were able to take that training and share with the rest of our IT staff. Once implemented we were able to fly from there. The challenges we found were in how to get started. Once started the knowledge base offered from Topdesk has been invaluable.
Online training documentation is easy to access and consume. There is no real challenges with finding information on how to use the product and some really helpful knowledge base items that show us how valuable these options are in our own implementation of it. The online training we've used has been self driven.
It's not complex and the tools given allow for endless opportunities to craft customization for any scenario we've come across so far.
Follow the documentation and seek out other similar institutions that use it eg. Education - there are other school boards that use it. What did they do? How do they customize it?
Some - we have done small customizations to the interface
Used our graphics but they outlay and look of the software is basically unchanged.
Some - we have added small pieces of custom code
For GAM integration for assets from Google Admin and API calls to Microsoft MDM for the devices.
We've customized so much but the software allows this at it's core which is the value we seek in using it.
No. We don't need it at this time. The product is stable and we have very competent staff who can manage Topdesk in our environment.
No
Topdesk was down for a brief period of time. There hosted solution was unavailable but there was a post on their site that stated what the issue was and an expected resolution time which was met.
It's limitless and all hosted by Topdesk. It works for one school or 120.
Any questions or comments we've made in the past have been acknowledged and considered going forward.
It's typically perfect however there have been times when there have been challenges and pages load slowly however in cases like this they have acknowledged the issue and rectified it quickly.
Sales was the easy part. We were sold on this from the get go. We looked at a half dozen other products and also looked at in house developers redoing our current helpdesk solution but nothing offered what Topdesk did and nothing had the ability to customize helpdesk options for our environment tied to AD like Topdesk did.
Phenomenal after the sale. They believe in their product and are excited at people using it to it's fullest potential. We've had many calls during and after mounting the product and taking it live that have led to changes and solutions suggested that have showed up in production. We even hosted a regional meeting for Topdesk here and had not just school boards but ministry, police, ambulance, fire IT staff looking to make a change in their helpdesk portals.
I'm not at liberty to share this info.
They are amazing to deal with and in multiple languages. First rate service and first rate communication.
No
  • There hasn't been one we've had to go through but there are pieces that are added periodically that give value add.
  • The same great product we use now.
No
No
Wil Kuijpers | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We 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
IT management and Data management
  • 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
It's perfectly suited for incident management--the whole process, including the knowledge base and the assets register.

Less suitable for Customer Support Management.
Incident and problem management (7)
82.85714285714286%
8.3
Organize and prioritize service tickets
100%
10.0
Expert directory
80%
8.0
Service restoration
80%
8.0
Self-service tools
80%
8.0
Subscription-based notifications
80%
8.0
ITSM collaboration and documentation
90%
9.0
ITSM reports and dashboards
70%
7.0
ITSM asset management (1)
80%
8.0
Configuration mangement
80%
8.0
Change management
N/A
N/A
  • Since TOPdesk we and our customers have a good impression of our incidents.
It was too long ago. We very quickly convinced of the power of TOPdesk
We had only some support for the original implementation and when we switched to the latest web-based version. Overall the support was always sufficient. The sale also went fine. We could always arrange a special contract. We are only a small not-for-profit organization. We never needed all the support days offered, and a smaller amount of days was possible.
It suits our needs
5
SUpportdesk people, developers and project managers
  • control of support calls
  • control of development flows
  • kanbanboard is helpfull
  • helpfull for audits
  • create new issues
  • automatic sending email notifications
  • Insert calls from outlook
  • Create reports
No
Our organisation is working with Topdesk already for many years. With good experiences
  • Outlook
  • Gitlab
I don't know
In the past we used the Dutch programm LIFT for CMS integration
At this moment we don't have any integration
For us it would be nice to have some integration with Gitlab. For calls and solution integration
  • Don't know
No
Change management was a minor issue with the implementation
We had to change some of our procedures to make them fit into TopDesk and workflow. Internally people need to work with these procedures and use Topdesk in the right way.
  • How to integrate it with outlook.
It work fine after the implementation. Already some years now without any hick-ups
No
  • Product Features
  • Product Usability
  • Positive Sales Experience with the Vendor
At that time it was one of the best options. we are using it already for many years
Install several trail programms
  • in-person training
The training was short but effective. 1 day to train key users
Topdesk is a saas solution. As far as we can notice, there are no scalability problems. We are a small organization, so performance issues are for now not an issue.
Never had any problems
At this moment there are no perfomance issues.
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