TOPdesk Reviews

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Score 7.8 out of 100

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Reviews (1-22 of 22)

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April 01, 2021
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Support Headcount Required

1 - Originally On-prem required a server admin, but with the move to SaaS we are able to move directly into using and modifying TOPdesk to match our needs. The skills required to support TOPdesk in our organization are the same as those of an analyst - observce the current processes, and then model in TOPdesk, then work to improve those processes with the opportunities technology and automation provide.
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August 31, 2020
Bernd Fredriks | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Support Headcount Required

2 - We have 2 people that are able to modify processes, create new process flows, develop things, and administer the permissions of users. They can easily do this support in about 4 hours per week for both areas (Logistics Distribution and Financial Shared Service Centre). Monthly reporting of tickets require another dedicated 4 hours per month.
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July 31, 2020
Jay Hamel | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
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Support Headcount Required

5 - We use on premise, therefore an understanding of Database and server management is required. TOPdesk offers a managed / cloud based solution for those who do not have the personnel or knowledge to administer their own instance. The folks we have dealt with at TOPdesk have always been eager to assist when we have questions or issues.
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July 29, 2020
Paolo Staal | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Support Headcount Required

2 - We have a Servicedesk employee and a second line employee for managing Topdesk. We are able to manage Topdesk almost completely without additional Topdesk support. This is due to the improvement of the management options within Topdesk in the last couple of years.
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July 28, 2020
Jeffrey Ing | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
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Support Headcount Required

150 - Administrators only need to be familiar with any other ticketing system such as zendesk. The users are provided with drop down menu's and clearly labeled directions, so the only skill that is required to complete a ticket is writing and the ability to read.
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July 28, 2020
Kimberly Wamble | TrustRadius Reviewer
Score 8 out of 10
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Support Headcount Required

10 - Anyone in the organization can use TopDesk to submit tickets to IT, IS or Data Services. There is no real skill needed to submit a ticket. Our users can submit tickets via help email or by going to our self service portal. The ticket is then routed to the appropriate department.
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August 24, 2020
Anonymous | TrustRadius Reviewer
Score 10 out of 10
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Support Headcount Required

The support team is knowledgable enough to handle the setup tasks within TOPdesk itself, since we're using the SaaS version we don't need to bother with the server or any updates.
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July 31, 2020
Anonymous | TrustRadius Reviewer
Score 8 out of 10
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Support Headcount Required

3 - We started using TOPdesk pretty much OOTB. Last year we increased workflow automation and system integration with TOPdesk systems from customers using action sequences. Action sequences are very powerful (can save a lot of manual backoffice tasks) but require a little more technically skilled support resources (coding Json).
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September 11, 2020
Anonymous | TrustRadius Reviewer
Score 9 out of 10
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Support Headcount Required

3 - After the implementation of TopDesk we got a few application managers that went allong with the implementation to get the feeling of TopDesk better and eventually support it. We made up our own documentary for the modules that are important for our company and where we think we needed to be able to give proper support to our employees if they have any requests or incidents in and around TopDesk.

Thanks to the easy use of TopDesk they quickly got the hang of it and they can support it almost perfectly.
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March 09, 2020
Jurgen Bravenboer | TrustRadius Reviewer
Score 9 out of 10
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Support Headcount Required

6 - Topdesk is fairly easy to implement in your organization, especially when your organization is working based on ITIL processes.
When you choose the SaaS implementation you are up & running within a couple of minutes (of course after all the contract signing stuff etc. etc.).
Running Topdesk is an ongoing proces in which all our admins are participating.
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February 13, 2019
Peter Scantland | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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Support Headcount Required

3 - ICT infrastructure Manager is the system owner, project manager and process designer.
System Administrator/ Trainer implements all system designs and trains users.
Technical SME implements all the system automation, API scripts and configurations.
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September 19, 2018
Frans Kool | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Support Headcount Required

5 - Topdesk is easy to use and work with, everybody with basic IT skills can use it.
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March 28, 2018
Gert de Jong | TrustRadius Reviewer
Score 7 out of 10
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Support Headcount Required

6 - System engineers
Support engineers
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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 Mid-size Companies from the Information Technology & Services industry.