TOPdesk

TOPdesk

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Top Rated
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Score 8.6 out of 100
Top Rated
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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

7 out of 10
May 30, 2022
We use it for logging incidents, questions, problems, and operational tasks. The departments that use TOPdesk are IT, central helpdesk, …
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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
  • Organize and prioritize service tickets (141)
    9.0
    90%
  • Configuration mangement (110)
    8.9
    89%
  • Self-service tools (130)
    8.3
    83%
  • ITSM reports and dashboards (115)
    8.1
    81%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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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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Product Demos

Total Economic Impact of TOPdesk Enterprise
04:27
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Features Scorecard

Incident and problem management

8.4
84%

ITSM asset management

8.4
84%

Change management

8.0
80%
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Product Details

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

  • 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 Video

The Total Economic Impact™ Of TOPdesk Enterprise is an October 2016 commissioned study conducted by Forrester Consulting on behalf of TOPdesk.

TOPdesk Integrations

TOPdesk Competitors

TOPdesk Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)5%
Mid-Size Companies (51-500 employees)55%
Enterprises (more than 500 employees)40%

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.

Reviewers rate Organize and prioritize service tickets highest, with a score of 9.

The most common users of TOPdesk are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews

(1-25 of 28)
Companies can't remove reviews or game the system. Here's why
Jay Hamel | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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.
May 30, 2022

TOPdesk Review

Score 7 out of 10
Vetted Review
Verified User
2
I am the only application manager for TOPdesk, so for everything related to TOPdesk or it's functions, the employees come to me. When I'm not working, I have a collegue that can take care of the basic questions while I'm away.
Dustin Fawver | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
2
It depends upon what an organization wants to do with TOPdesk, or any other ITSM/ESM platform. For an organization that's happy with it out of the box, then someone who is proficient with computers can easily make any small changes or adjustments. To make it really help with business processes and pain points, it would take someone who:
  • Is knowledgeable about scripting/programming, because there's probably not a platform that does everything an organization needs out of the box
  • Is able to understand workflow in general
  • Is passionate about increasing efficiency in multiple processes / procedures and relieving pain points for the organization
Score 9 out of 10
Vetted Review
Verified User
10
Our TOPdesk is primarily supported by Help Desk. They build the integrations into other applications, the templates used throughout the system, and the workflows that the rest of our ITS teams depend on.
Our Help Desk manager is extremely organized and efficient. He has a deep appreciation for the product and goes to great lengths to expand his technical knowledge of the product. This individual could run his own help desk business or MSP - look for someone with those skills.
He is assisted by 1-2 individuals that are capable API programmers. TOPdesk is incredibly powerful when its API integrations are used as they assist in automation so many task. These individuals share skill sets with system administrators with a programming background.
Beyond that are the team of lower and higher level techs that are able to manipulate TOPdesk efficiently and solve the minor problems that occur within the system. These individuals are competent technicians with your normal assortment of skills from that field. Problem solving is the most essential.
Score 9 out of 10
Vetted Review
Verified User
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.
Score 9 out of 10
Vetted Review
Verified User
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.
Score 8 out of 10
Vetted Review
Verified User
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).
Score 9 out of 10
Vetted Review
Verified User
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.
July 28, 2020

TOPdesk Review

Jeffrey Ing | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
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.
July 28, 2020

TopDesk is Great

Kimberly Wamble | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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.
Jurgen Bravenboer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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.
Peter Scantland | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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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