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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

(76-100 of 195)
Companies can't remove reviews or game the system. Here's why
November 11, 2021

Very good fit for a global non-profit

Verified User
Manager in Information Technology
Non-profit Organization Management Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It does most functionality one would require of a service management system very well. It is rather light on automation -- that could be good or not so good depending on an organization’s requirements.
November 03, 2021

Automate and optimize IT services of your organization

Nabin Poudel | TrustRadius Reviewer
Nabin Poudel
CEO
Curl Labs (Computer Software, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
TOPdesk is best suited for mid-size and large-size organizations where employees can use a self-service portal to quickly find answers, report incidents, book resources, or call for support. It is not appropriate for enterprises and governmental organizations where the privacy of information is a must.
November 02, 2021

TOPdesk has a lot of features but Help Desk is its strongest

John Glenn | TrustRadius Reviewer
John Glenn
Network Operations Manager
Presbyterian Church (U.S.A.) (Religious Institutions, 501-1000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
TOPdesk is great for a help desk ticket system but it does lack extra features. While those extra features are included they are not the most polished. From our experience, the extra features are inventory, remote control, and AD utilities.
September 20, 2021

Looking for a new helpdesk friend, look to TOPdesk. They will be there when you need them.

JT
Joel Townsend
Helpdesk Administrator
PCUSA (Non-profit Organization Management, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you want a cloud-based, robust, customizable ticketing system, TOPdesk is for you. If you are a small shop that just needs to track a few tickets and have no need for automation of ticket creation or management of assets, you may want to look for a different solution.
August 20, 2021

A product to really transform your end user and staff experience

RW
Rachel Wright
Student Service Desk Manager
Anglia Ruskin University (Higher Education, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
I can only speak from our own experience but I would suggest that in any business where you wanted to track and resolve a problem this solution would be ideal. In our own environment we use TOPdesk to record student interactions with us and whilst this isn't a 'problem' the same principles apply. We want to provide outstanding support to our students with their queries, and this software is excellent for this purpose. It allows us to respond in a variety of methods (email, text, WhatsApp, etc.) to our students but also allows us to escalate their queries to other teams if they need to contribute to the solution so that we can be efficient, timely and effective in supporting our amazing students.
March 08, 2021

TOpdesk rating

Jantien Strijland | TrustRadius Reviewer
Jantien Strijland
ZZP/Freelance Functioneel (applicatie) beheer, ERP, EPD, specialisme TOPdesk
TranceMission v.o.f. (Information Services, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
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.
December 14, 2020

A must-have for organizations that want to professionalize their help departments

MC
Mark Coutinho
Network System Administrator
Aidsfonds (Non-profit Organization Management, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
November 20, 2020

TOPdesk as a spider in the web for IT service and facilities management

Timo Snijders | TrustRadius Reviewer
Timo Snijders
Application administrator
NOS (Broadcast Media, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.

November 09, 2020

Nice product with room for improvement

Rob Slinger | TrustRadius Reviewer
Rob Slinger
Operation manager
Simac IT NL (Computer Networking, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
November 02, 2020

Good incident management and CMDB solution

Verified User
Engineer in Engineering
Computer & Network Security Company, 1001-5000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
October 02, 2020

TOPdesk used between multiple governments and IT departments

Robin Exoo | TrustRadius Reviewer
Robin Exoo
ICT Medewerker / Applicatiebeheerder
RID de Liemers (Information Technology & Services, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
August 31, 2020

TOPdesk: Customer-oriented ticketing for in-house maintenance

BF
Bernd Fredriks
Transition Manager
Fujifilm Europe B.V. (Chemicals, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
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.
August 24, 2020

TOPDesk - The right tool to get the job done

Verified User
Administrator in Information Technology
Food & Beverages Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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!
July 31, 2020

Introducing TOPdesk in a sales environment

Verified User
Professional in Customer Service
Information Technology and Services Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
July 31, 2020

TOPdesk review

Verified User
Professional in Information Technology
Information Technology and Services Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
July 31, 2020

TOPdesk is a good product, especially when starting out.

Verified User
Vice-President in Information Technology
Hospitality Company, 501-1000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
July 29, 2020

TOPdesk, what's in a name?

PS
Paolo Staal
System and Network Administrator
Oasen NV (Utilities, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
July 29, 2020

Museum multi-department TOPdesk review

Peter Reus | TrustRadius Reviewer
Peter Reus
Head of ICT & Information Management
Zuiderzeemuseum (Museums and Institutions, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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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