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TOPdesk Reviews

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236 Ratings
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Score 7.9 out of 100
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Reviews (1-25 of 115)

Jurgen Bravenboer | TrustRadius Reviewer
March 09, 2020

Thinking about TOPdesk?

Jurgen Bravenboer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

Topdesk is very useful in an organization that has its own IT department, it's possible to run almost everything from Topdesk even beyond IT related stuff. If used as a managed service provider (like we do) expect to run into some issues that you need to think about before starting with Topdesk, It will work great, but not out of the box!
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Derek Traise | TrustRadius Reviewer
March 04, 2020

Top marks for TOPdesk!

Derek Traise
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

TOPdesk is suited for a medium to large size organization with a high volume of support needs. It is an excellent way to provide support for end-users who do not want to avoid long interruptions. Placing a ticket is easy to do, and follow-up ticket management is very efficient.
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Jay Hamel | TrustRadius Reviewer
March 02, 2020

TOPdesk Review -- 10 years of TOPdesk

Jay Hamel
Score 9 out of 10
Vetted Review
Verified User
Review Source

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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Crystal Ruiz | TrustRadius Reviewer
February 04, 2020

TOPdesk: Best in its class

Crystal Ruiz
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

TOPdesk can handle different workflows and meets the individual needs of each department during set-up, unlike some products that have a "one-and-done" set-up. TOPdesk is definitely most useful with multiple departments utilizing and collaborating in the different modules and for a large body of users.
TOPdesk would likely be overkill for a smaller organization that can probably get by using a less robust system.
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Jim Scott | TrustRadius Reviewer
January 28, 2020

TOPdesk provides top shelf functionality and value

Jim Scott
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

TOPdesk is well suited to incident management and change management in any support scenario.
It is also well suited for use for finance functions where internal controls are required (like vendor set-up and change). I haven't used some of the other functionalities yet, but expect it would be useful in other areas as well.
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Paolo Staal | TrustRadius Reviewer
January 14, 2020

TOPdesk, what's in a name?

Paolo Staal
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

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 | TrustRadius Reviewer
January 13, 2020

TOPdesk Review

Jeffrey Ing
Score 7 out of 10
Vetted Review
Verified User
Review Source

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 | TrustRadius Reviewer
January 10, 2020

TOPdesk is just the way to go in the current IT Environment!

Rob Hoogeveen
Score 8 out of 10
Vetted Review
Verified User
Review Source

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 | TrustRadius Reviewer
January 09, 2020

TopDesk is Great

Kimberly Wamble
Score 8 out of 10
Vetted Review
Verified User
Review Source

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 | TrustRadius Reviewer
January 07, 2020

Top Bo's TOPDesk Review

Bo Ring
Score 7 out of 10
Vetted Review
Verified User
Review Source

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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Peter Reus | TrustRadius Reviewer
January 11, 2020

Museum multi-department TOPdesk review

Peter Reus
Score 10 out of 10
Vetted Review
Verified User
Review Source

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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Anonymous | TrustRadius Reviewer
January 31, 2020

Easy to implement and a great product!

Verified User
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

TOPdesk is a great product that fits our needs. It is easy to implement. On-boarding with TOPdesk project managers and support was great! We have no complaints. I have worked with TOPdesk on small issues here and there, and they have been very responsive to it all.
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Anonymous | TrustRadius Reviewer
January 31, 2020

TOPdesk is a good product, especially when starting out.

Verified User
Score 7 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

TOPdesk is suitable for small- to medium-sized businesses that are looking to get into a professional incident management system. It has a lot of basic features that can give an organization an understanding of why they need an incident management system. You can easily grow within the platform, and hopefully, as TOPdesk improves their product you will continue getting a good product for the price you paid.
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Anonymous | TrustRadius Reviewer
January 08, 2020

TOPDesk - The right tool to get the job done

Verified User
Score 10 out of 10
Vetted Review
Verified User
Review Source

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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Anonymous | TrustRadius Reviewer
January 08, 2020

TOPdesk as single tool to service the organization!

Verified User
Score 8 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

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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Anonymous | TrustRadius Reviewer
January 07, 2020

Introducing TOPdesk in a sales environment

Verified User
Score 8 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

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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Anonymous | TrustRadius Reviewer
January 07, 2020

TOPdesk review

Verified User
Score 8 out of 10
Vetted Review
Verified User
Review Source

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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Anonymous | TrustRadius Reviewer
October 29, 2019

Very nice self-service portal and an overall good IT service management tool.

Verified User
Score 8 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

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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Roel Assenmacher | TrustRadius Reviewer
September 28, 2019

Great features and usability

Roel Assenmacher
Score 9 out of 10
Vetted Review
Verified User
Review Source

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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TOPdesk Scorecard Summary

Likelihood to Recommend (236)
7.9
Likelihood to Renew (27)
8.1
Usability (8)
6.9
Availability (1)
7.3
Performance (1)
7.3
Support Rating (97)
9.0
Implementation Rating (5)
6.2
Product Scalability (1)
7.3

Feature Scorecard Summary

Organize and prioritize service tickets (115)
8.4
Expert directory (76)
7.2
Service restoration (70)
7.7
Self-service tools (106)
8.8
Subscription-based notifications (79)
7.9
ITSM collaboration and documentation (89)
7.8
ITSM reports and dashboards (92)
7.2
Configuration mangement (90)
7.1
Asset management dashboard (80)
7.7
Policy and contract enforcement (65)
7.4
Change requests repository (87)
7.8
Change calendar (74)
6.9
Service-level management (73)
8.1

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.
Categories:  Facility Management,  IT Service Management (ITSM)

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