TOPdesk Reviews

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
267 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.8 out of 100

Do you work for this company? Learn how we help vendors

TrustRadius TRUE BadgeTrustRadius Top Rated for 2020

Overall Rating

Reviewer's Company Size

Last Updated

By Topic

Industry

Department

Experience

Job Type

Role

Filtered By:

Reviews (1-25 of 127)

Companies can't remove reviews or game the system. Here's why.
November 20, 2020
Timo Snijders | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

If you work with the standard ITIL processes, TOPdesk meets everything.
If you want to configure and organize everything yourself, TOPdesk does not meet your wishes.
Easy to link to third party applications.
Linking TOPdesk environment of customers and / or suppliers (Collaboration Center).
See also my use case how we use TOPdesk.

Read Timo Snijders's full review
March 08, 2021
Jantien Strijland | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

In the broad sentence of ITSM applications I think this is the best option. Especially the various departments and services and how they link and be able to work together in one application.
Read Jantien Strijland's full review
December 14, 2020
Mark Coutinho | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

For helpdesk purposes, at the IT department or any other department for that matter, TOPdesk is the software to use. We have been using it for more than 15 years now and through the years they kept on developing the software with new additional functionalities of which I wasn't even aware of I was missing it.
Streamlining calls with TOPdesk saves a lot of phone calls and emails.
Read Mark Coutinho's full review
April 01, 2021
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

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.
Read this authenticated review
November 09, 2020
Rob Slinger | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

With some of the improvements mentioned earlier TOPdesk is working fine in a managed service provider environment. API possibilities are great and makes it flexible in connecting to other systems. Change management module could need improvement and is sometimes more administrative work then the actual change.
Read Rob Slinger's full review
August 31, 2020
Bernd Fredriks | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

For the application of standard ticketing processes, TOPdesk is very suitable. Especially as you do not want to spend time on training at your callers (if this is a potentially big group). Also, escalation processes within the operating company can well be handled by TOPdesk. Operators have a simple and clear view of their tasks and the tasks of their direct colleagues.

Complicated multistep process flows need to be designed carefully (consultancy). Also, the connection to graphical interfaces for daily dashboards outside TOPdesk can be troublesome.
Read Bernd Fredriks's full review
November 02, 2020
Arjan Sip | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

Rather fast to set up and implement, and since it is modular we are able to expand the services when we are ready for it.
Read Arjan Sip's full review
October 02, 2020
Robin Exoo | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

The biggest collaboration between us and the government is through the change management tool. We made a big effort to merge all the changes to one for all the things which need be done when a new employee starts, of a college leaves. These changes start within the company where the college starts. Every department and our ICT department all get activities in the right order to get all preparation done. From HR contract to the user account and e-mail, but also things like mobile phone, connected to a digit telephone number, user accounts in programs, and tools for that specific function.

We have been able to make standard changes to update and upgrade the procedure of the software, even with an extensive change, which includes all steps to be taken, starting at the change advisory board through to delivery to the end-user.
Read Robin Exoo's full review
July 31, 2020
Jay Hamel | TrustRadius Reviewer
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.
Read Jay Hamel's full review
July 29, 2020
Rob Hoogeveen | TrustRadius Reviewer
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.
Read Rob Hoogeveen's full review
July 29, 2020
Paolo Staal | TrustRadius Reviewer
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.
Read Paolo Staal's full review
July 28, 2020
Jeffrey Ing | TrustRadius Reviewer
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.
Read Jeffrey Ing's full review
July 28, 2020
Kimberly Wamble | TrustRadius Reviewer
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.
Read Kimberly Wamble's full review
July 28, 2020
Randy MacFarland | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

It's good for IT ticketing, but the users in the office find it too hard to log in and complete the ticket. 99% of user tickets are created by an email to TOPdesk.
Read Randy MacFarland's full review
June 03, 2020
Jorrit Keus | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

TOPdesk is a very good tool for creating and registering and reporting incidents. The scrum board deserves attention. It is nice to accommodate as much everything as possible in an application, unfortunately, this is not yet a fully-fledged instrument.

We hesitated to use Profit (Afas) to register incidents because this application was already present. However, this was too limited in functionality for us. The forms that can be created in the SSP (Self Service Portal) are often much more flexible.

Read Jorrit Keus's full review
August 12, 2020
Wil Kuijpers | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

It's perfectly suited for incident management--the whole process, including the knowledge base and the assets register.

Less suitable for Customer Support Management.
Read Wil Kuijpers's full review
July 29, 2020
Peter Reus | TrustRadius Reviewer
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.
Read Peter Reus's full review
November 02, 2020
Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

TOPdesk is well suited for on-premise deployments for incident management, CMDB, visitor management. It will require a robust implementation trajectory and staff training, but that goes for all such solutions. Cloud deployments are also possible, however in my experience the integration with other cloud services is still immature and can be improved.
Read this authenticated review
August 24, 2020
Anonymous | TrustRadius Reviewer
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!
Read this authenticated review
July 31, 2020
Anonymous | TrustRadius Reviewer
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.
Read this authenticated review
July 31, 2020
Anonymous | TrustRadius Reviewer
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.
Read this authenticated review

Feature Scorecard Summary

Organize and prioritize service tickets (127)
8.6
Expert directory (84)
7.0
Service restoration (80)
7.9
Self-service tools (117)
8.7
Subscription-based notifications (88)
8.0
ITSM collaboration and documentation (96)
8.3
ITSM reports and dashboards (102)
7.4
Configuration mangement (100)
7.6
Asset management dashboard (85)
7.0
Policy and contract enforcement (71)
8.4
Change requests repository (98)
7.6
Change calendar (81)
6.9
Service-level management (81)
7.4

What is 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.

TOPdesk Integrations

Snow License Manager, QlikView, Qlik Sense, Lansweeper, Nagios Core, The Okta Identity Cloud, Microsoft Azure, OneLogin, Microsoft System Center, Microsoft BI (MSBI), Microsoft Dynamics 365 Business Central (formerly Dynamics NAV), Skype for Business (formerly Lync), Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), BeyondTrust Remote Support (formerly Bomgar), Microsoft System Center Configuration Manager (SCCM), Ivanti IT Asset Management Suite (formerly LANDESK IT Asset Management Suite), Ivanti Endpoint Manager (formerly LANDESK Management Suite), RES Service Automation, Microsoft Active Directory, UMRA Access & Identity Management, Mavim Rules, ISM

TOPdesk Competitors

TOPdesk 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

Frequently Asked Questions

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.

What is TOPdesk's best feature?

Reviewers rate Self-service tools highest, with a score of 8.7.

Who uses TOPdesk?

The most common users of TOPdesk are from Mid-size Companies and the Information Technology & Services industry.