TOPdesk Reviews

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226 Ratings
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Score 7.9 out of 100

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Reviews (1-25 of 108)

Paolo Staal profile photo
Score 9 out of 10
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TOPDesk would be great for bigger sized companies where there is a reasonable number of support questions. I think it is less suitable for maintenance departments who want to plan replacements and keep track of (almost) outdated equipment. Instead of TOPDesk, our own organization has chosen another product for this use to fit their requirements.
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Jeffrey Ing profile photo
January 13, 2020

TOPdesk Review

Score 7 out of 10
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Likelihood to Recommend

It is well suited in helpdesk ticket management.
It is well suited for ticket history and records retrieval.
It is not suited for team collaboration or collaboration with external users.
It is not suited with integration with office365.
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Rob Hoogeveen profile photo
Score 8 out of 10
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Likelihood to Recommend

Implementing TOPdesk in an ITIL environment is just a great outcome. The possibilities are endless and if you want something to be done it's definitely possible in TOPdesk. Also, TOPdesk is very user-friendly when it comes to the user side of it.
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Kimberly Wamble profile photo
January 09, 2020

TopDesk is Great

Score 8 out of 10
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Likelihood to Recommend

I don't have any areas of less well-suited situations. I think that the ticketing system is excellent and works well for our environment. The project management system is also great. It is very thorough and a great organization tool but was more in-depth than what we need at the moment.
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Bo Ring profile photo
January 07, 2020

Top Bo's TOPDesk Review

Score 7 out of 10
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Likelihood to Recommend

I find topdesk very well-suited for break fix situations. It allows me to organize and prioritize very well for those.

It does a very good job of repetitive change management. It is much weaker in off-the-cuff changes for tracking
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Jay Hamel profile photo
Score 10 out of 10
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Likelihood to Recommend

TOPdesk is well suited to managing internal and external incidents and changes. We have not run into a customer type who would not benefit from the functionality. The only potential issue would be cost. Perhaps the price is out of reach for smaller groups. The customization really goes a long way.
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Roel Assenmacher profile photo
Score 9 out of 10
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Likelihood to Recommend

TOPdesk is well suited for IT, facility, and reservation and asset management. It doesn't matter how many users or incidents you need to register. It is less suited for complex asset management. Linking items, and building up an item from multiple other items is difficult.
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Peter Reus profile photo
Score 10 out of 10
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Likelihood to Recommend

TOPdesk can be used in any scenario, as we did. It is used in 3 totally different departments and for different uses. There are other places I can think of a few more departments who could make use.
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No photo available
Score 10 out of 10
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Likelihood to Recommend

I've used several issue tracking systems and I must admit that TOPDesk is the first system which actually got it right! Since 2019 we moved to the SaaS version of TOPdesk, which means we don't have to deal with the hosting and get updates on a regular basis. TOPdesk gets better with each update!
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No photo available
Score 8 out of 10
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Your organization needs to fit in the framework that Topdesk provides, we didn't get a proper image of the framework beforehand so we made a lot of (needed) changes in the organization to make Topdesk work. With these changes in places it works like a charm.
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Score 8 out of 10
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Suited for:
Provding support services in the public domain. We noticed it is really an advantage since many of our customers in the public domains also use TOPdesk.
Quick start for base first- and second line processes with less human resource effort. TOPdesk OOTB comes with ready to used first- and second line processes. There is not much knowledge and effort required to get started and keep your base configuration maintained. Also the license model is flexible to grow with your business. Overall this allows you a quick start of using TOPdesk with a minimum of exploitation effort and costs.
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January 07, 2020

TOPdesk review

Score 8 out of 10
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Likelihood to Recommend

TOPdesk offers us a clear overview of the incoming incidents, changes and projects. It offers us the possibility to switch quickly and register everything.
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No photo available
Score 8 out of 10
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If you need IT Service Management with Incident or changes, this is one of the big names. Of course, nowadays ServiceNow is the hot thing, but if you do not want that for any reason, TOPdesk is a good alternative. The advantage in ServiceNow is the big volume of integrations available where TOPdesk is lagging, especially if you run an on-prem version.
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Jason Barker profile photo
Score 10 out of 10
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TOPdesk is well suited to any information technology department or organization that operates on a ticket based system. The tracking and management of workloads is excellent, and in fact, the system is appropriate for any organization that track work based on tickets.
Any appointment based system can be modeled inside TOPdesk using the appointment planning board, allowing managers to see the planned appointments of employees.
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Marcio Vizoli profile photo
Score 9 out of 10
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Likelihood to Recommend

I believe that TOPdesk will be useful for companies and establishments that deal with the public, its ticketing system will be a great facilitator, as well as a great self-service portal that will provide a pre-service for the client that faces a small problem, saving you the spend and also helping to maintain quality service with your customer.
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No photo available
February 18, 2019

TOPdesk? Simply the best.

Score 8 out of 10
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Likelihood to Recommend

Adding new hardware quickly in your CMDB can be done within minutes. You can also create a list of specific incidents for a customer so you can easily see how many hours you have to register on a monthly invoice.

Features or scenarios where Topdesk is less appropriate? If you have less appropriate situations, you're using the wrong program in my opinion! You do not use MS Word to make a spreadsheet either right? And still Word is a good program for what it does, so use a program for what it was meant. TOPdesk is a good program to add hardware to your CMDB, register incidents quickly, and create a variety of lists. And, of course, TOPdesk as a program will evolve because the industry will come up with new ideas for service desks and IT.
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Lode Bruyninckx profile photo
Score 8 out of 10
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Likelihood to Recommend

After two weeks live with the new version we already have our benefits in working with Incident Management. Communication with the users is much easier and very efficient.

Because we are still a work in progress we haven't seen any processes yet that we couldn't get resolve in TOPdesk.
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Pieterjan vanderWerf profile photo
Score 8 out of 10
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Likelihood to Recommend

If you want a easy to use IT service tool, this is it. The TOPdesk consultant can translate wishes into a good working process. Adaptions are easy to make. Also the Self Service Portal is easy to configure and easy to use and helps creating a good workflow for services. Perhaps it is less appropriate in non-IT departments.
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Feature Scorecard Summary

Organize and prioritize service tickets (108)
8.3
Expert directory (72)
7.1
Service restoration (66)
7.6
Self-service tools (99)
8.6
Subscription-based notifications (75)
7.7
ITSM collaboration and documentation (84)
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)
7.2
Change requests repository (82)
7.7
Change calendar (72)
6.8
Service-level management (70)
8.0

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