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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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User review of TOPdesk

8 out of 10
April 13, 2024
Incentivized
We use TOPdesk for reporting problems with ICT, problems with the building, products that no longer work well, or making reservations for …
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User review of TOPdesk

8 out of 10
April 13, 2024
Incentivized
We use TOPdesk to report problems in the hospital. Problems in ICT, the building itself, reporting things that are broken, reserve areas …
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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 is a Great Tool!

10 out of 10
April 12, 2024
TOPdesk is used as a service management tool. We have multiple teams working in TOPdesk. It’s a great tool to manage different questions, …
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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

View all pros & cons
Verified User
Administrator in Human Resources
Non-profit Organization Management Company, 1001-5000 employees
Wendy Schuiling-Quaaden | TrustRadius Reviewer
Wendy Schuiling-Quaaden
Teacher
Nova college (Higher Education, 501-1000 employees)
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Pricing

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TOPdesk

TOPdesk

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
Avg 8.1

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 Integrations

TOPdesk Competitors

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.

ServiceNow IT Service Management, Planon Universe, and Cherwell Service Management are common alternatives for TOPdesk.

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

(101-125 of 195)
Companies can't remove reviews or game the system. Here's why
July 28, 2020

TOPdesk Review

Jeffrey Ing | TrustRadius Reviewer
Jeffrey Ing
Software Support Specialist
Defenders of Wildlife (Computer Software, 51-200 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
July 28, 2020

TopDesk is Great

Kimberly Wamble | TrustRadius Reviewer
Kimberly Wamble
Administrative Assistant
Go to Girl Tech Solutions (Education Management, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
June 03, 2020

TOPdesk Review

JK
Jorrit Keus
Project Manager
Tactus (Hospital & Health Care, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.

March 09, 2020

Thinking about TOPdesk?

Jurgen Bravenboer | TrustRadius Reviewer
Jurgen Bravenboer
Teamleider Remote Beheer
Egency B.V. (Information Technology and Services, 11-50 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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!
March 05, 2020

Top marks for TOPdesk!

DT
Derek Traise
Software Support Analyst
Limestone District School Board (Education Management, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
February 04, 2020

TOPdesk: Best in its class

CR
Crystal Ruiz
Product Manager
New American Funding (Financial Services, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
January 31, 2020

Easy to implement and a great product!

Verified User
Manager in Information Technology
Education Management Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
January 29, 2020

TOPdesk provides top shelf functionality and value

Jim Scott | TrustRadius Reviewer
Jim Scott
Director - IT Applications
Legrand AV Brands (Consumer Goods, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
January 07, 2020

Top Bo's TOPDesk Review

Bo Ring | TrustRadius Reviewer
Bo Ring
Newspaper Support Specialist
Quincy Newspapers Incorporated (Media Production, 1001-5000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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
October 29, 2019

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

Verified User
Professional in Information Technology
Fund-Raising Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
March 21, 2019

TOPefficiency with TOPdesk

Marcio Vizoli | TrustRadius Reviewer
Marcio Vizoli
Analista de sistema
Expedia (Leisure, Travel & Tourism, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
February 19, 2019

TOPdesk? Simply the best.

Verified User
Professional in Information Technology
Health, Wellness and Fitness Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
February 14, 2019

Customer sherpa can get you there, a journey together.

Peter Scantland | TrustRadius Reviewer
Peter Scantland
ICT Infrastructure Manager
Upper Grand District School Board (Education Management, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Well suited for IT tickets and IT operations. Not well suited to manage all of the business work done. How to manage people, vs tickets, task management, project overview details, costing, budget.
November 23, 2018

TOPdesk review

Verified User
Professional in Information Technology
Civic & Social Organization Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
TOPdesk is a complete service management tool with lots of possibilities to increasing customer satisfaction by helping them efficiently. However, to fully use its potential, you need a big organization. For smaller organizations the benefits don't weigh up to the costs.
November 23, 2018

TOPdesk as a service desk tool

Verified User
Administrator in Information Technology
Construction Company, 11-50 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
We use TOPdesk for Incident Management. And it is well suited for this task. Though it is important that the whole team uses the tool in the same way, to keep all incidents in the tooling. But the ability in TOPdesk to pick up mail makes it easy if a co-worker mails outside of the tool. Add the ticket number to the mail and drag it into the mail folder used to sync and the answer is added to the right ticket.
October 09, 2018

Topdesk upgrade succesfull at Thomas Regout International B.V.

Lode Bruyninckx | TrustRadius Reviewer
Lode Bruyninckx
ICT Teamleader
Thomas Regout International B.V. (Mechanical or Industrial Engineering, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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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