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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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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 8.2

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 195)
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April 14, 2024

TOPdesk Review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
TOPdesk is used well for incident logging, describing the problem, which can be different types like for a purchase for facilities and/or IT. For example, a colleague cannot enter, submit an application, and describe the problem in TOPdesk. A benefit would be to simply add an appendix by dragging the picture to TOPdesk.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
When implementing our new EPD, we used TOPdesk a lot. It was easy to use and it was clear how to use it when you needed to fill in the information. Sometimes, it’s not so clear where you leave your information, but that’s maybe a point of improvement.
April 13, 2024

Good Product!

Score 8 out of 10
Vetted Review
Verified User
Incentivized
When someone shares a notification with you, you always get a reminder when there’s an update. I really like that part. Besides that, it’s not made for other personal marks or notifications. You always have to use other systems to do that.
Score 10 out of 10
Vetted Review
Verified User
TOPdesk is great to use as a tool for incident, service, and change management. It’s very applicable for every organization and the customization features for the Self Service Portal are easy to use. Once you put an effort in, the automated actions can save a lot of time for users.
April 12, 2024

TOPdesk Review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
TOPdesk is clear for all users so everyone can use it also when you don’t know anything about computers etc. Its clear where you can find anything in the system. Sometimes you want more informatie from the employee but you cant make an incident to long. Overall its a good system to work with
April 12, 2024

TOPdesk in healthcare

Score 8 out of 10
Vetted Review
Verified User
Many possibilities to build in missing features yourself. The knowledge items are just not (always) up to date, and a good explanation of the schedules would be extra useful. Furthermore, it is very clear within both the SSP and the practitioner environment
April 12, 2024

TOPdesk

Score 9 out of 10
Vetted Review
Verified User
It’s great to use as a ticket registration system and very intuitive. Especially because you can link a knowledge item to the ticket. And that’s maybe sometimes the downfall because sometimes a ‘problem’ can be fixed quickly for the user. So it takes more time to fill in a ticket.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
In healthcare people just need a easy system for drop a service request or a very easy interface.
Currently new and old interface because development roadmap takes time is sometimes confusing for the supportusers
April 09, 2024

Good tool

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Automated handeling of tickets. Knowledge base
Asset management: good overview of all used servers, PC’s and software component.


Remie Vliex | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Pro: Via the self service portal a user can apply for certain services in the organisation and the input form can be configured in a way that all important and relevant information is received, including documents, screenshots and other attachments. So instead of e-mail back and forth between the service desk and the end-user a successfull application is faster and more effective.

Con: Gather repetitive information via a form
Score 10 out of 10
Vetted Review
Verified User
Incentivized
TOPdesk is very well suited for IT ServiceDesk environments. Managing calls efficiently, creating a knowledge base and Self Service Portal for end users, and managing all IT assets make it easy for IT Admins and End Users to use and navigate TOPdesk. It would be less appropriate in places that don't support end users or primarily contact suppliers.
March 06, 2024

TOPdesk Review

Remon Kragtwijk | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
TOPdesk is extremely suitable for managing incidents and problems. TOPdesk can also be used in combination with a webshop to purchase assets.The self service portal helps the students with finding the right information about laptops and lockers.
March 04, 2024

TOPdesk review

Dennis van Hoven | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
TOPdesk is perfect to manage caseload and to register who has to complete the next action on a case, also as an asset management system its really easy to use. I really enjoy working in TOPdesk because you get a fast overview of what has to be done at a given day, this helps me prioritize my tasks.
Joost Oostindie | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
TOPdesk is a great tool for registering, keeping track of and resolving incidents and changes.
With accessible modules and add ons it provided an easy workspace to manage your workspaces and services.
It could improve with the reporting section over incidents and changes, but excels in knowledge management and user experience.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I would recommend TOPdesk to my colleagues and customers because it often provides the desired capabilities for requirements. Compared to other ITSM tooling such as Freshdesk, USD and ServiceNow, TOPdesk offers a finer user interface.
February 23, 2024

TOPdesk review

Score 7 out of 10
Vetted Review
Verified User
Incentivized
It is a good tool when you want a tool for managing al your support questions. It is also able to store items and you can track hardware within TOPdesk. I don not recommend using that, because the use of an ERP system is much better at that. It is better to create a connenction between the different tools via an API, which TOPdesk supports.
Score 9 out of 10
Vetted Review
Verified User
I think TOPdesk is best fitted in small to medium businesses, if there is someone capable of programming the rule sets. Those can be hard to create properly or maintain over time.
The knowledge base and Self Service Portal can provide users with some insights and help, even if the SysAdmin is unavailable at that time.
I don't think it is suitable for larger companies, because I personally think it will get quite messy then.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I think TOPdesk is fitting for our Gevernment organisation, to order items, ask questions, set up incidents when something id malfunctioning. And till now we doent heave impossibilities in daily work to implement inTOPdesk
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