Good tool
Rating: 9 out of 10
April 09, 2024
Verified User
Vetted Review
Verified User
7 years of experience
4
Customer service
Programming
Functional application management
Programming
Functional application management
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.
Learn from top reviewers
TOPdesk review
Rating: 8 out of 10
August 23, 2024We use TOPdesk as our ticket management system. For all of the support questions of the customers we make tickets, which are uses by the support department to answer the quest...
Verified user
Consultant
2 years of experienceTOPdesk
Rating: 7 out of 10
June 18, 2024We use TOPdesk mainly for incident management, reservations and CMDB.
With TOPdesk we can connect CMDB items to employees so we always have an overview on outstanding incid...
Verified user
Advisor
21 years of experienceTOPdesk. It’s TOP!
Rating: 8 out of 10
June 11, 2024Our IT department uses TOPdesk to provide remote access to our computers to troubleshoot local and server-based issues quickly and efficiently. Users can easily raise tickets ...
Verified user
Technician
10 years of experienceGreat product, with some quirks
Rating: 8 out of 10
May 30, 2024Incident management, change management and asset management. Elderly care with a workforce of 1800 people. Inhouse IT departement. We use TOPdesk for incoming calls and change...
Tom Peters
Professional - Information Technology
Functional application manager
Zorggroep Apeldoorn e.o.
8 years of experienceTOPdesk Review
Rating: 8 out of 10
April 14, 2024TOPdesk is used for incidents, like facility problems e.g. a broken toilet, internet not working, computer authorization, application authorization, and access, but also to re...
Verified user
Administrator
1 year of experienceTOPdesk is TOP!
Rating: 9 out of 10
April 14, 2024Business problems are different, like problems with the network or printer. Cleaning rooms and all sorts of different spaces are used by students at the MBO college in Utrecht...
User review of TOPdesk
Rating: 8 out of 10
April 13, 2024We use TOPdesk for reporting problems with ICT, problems with the building, products that no longer work well, or making reservations for rooms for consultations. Everyone can...
Verified user
Employee
10 years of experienceUser review of TOPdesk
Rating: 8 out of 10
April 13, 2024We use TOPdesk to report problems in the hospital. Problems in ICT, the building itself, reporting things that are broken, reserve areas in the hospital, etc. Everyone can rep...
Verified user
Employee
7 years of experienceGood Product!
Rating: 8 out of 10
April 13, 2024We use TOPdesk for notifications from coworkers in the hospital. When they have problems or a wish for the hospital patient information system, they go to a portal and make a ...
Verified user
Manager
1 year of experienceTOPdesk is a Great Tool!
Rating: 10 out of 10
April 12, 2024TOPdesk is used as a service management tool. We have multiple teams working in TOPdesk. It’s a great tool to manage different questions, requests, problems, and changes withi...
Leroy De Bock
Team Lead - Information Technology
IT Coördinator and Service Manager
Van Neynsel
2 years of experienceTOPdesk review
Rating: 9 out of 10
April 12, 2024We use TOPdesk as a ticket system for our health care organisation. Most of the problems we address with TOPdesk are tickets sent about applications, passwords, questions, our...
TOPdesk Review
Rating: 8 out of 10
April 12, 2024We use it for al our incidents and charges. We are changing it at the moment with OGD. the business problems are incidents with autorization and when they miss programs or whe...
TOPdesk in healthcare
Rating: 8 out of 10
April 12, 2024We use TOPdesk for notifications within ICMT. We register (Almost) all resources within asset management. As administrators, we also make a lot of use of APIs to make certain ...
Verified user
Employee
1 year of experienceTOPdesk
Rating: 9 out of 10
April 12, 2024We use it primarily as a ticket system. And also to see which questions are some of the most asked questions within our organisation. Thats an important feature to have so we ...
Verified user
Employee
4 years of experienceGo start using TOPdesk
Rating: 9 out of 10
April 12, 2024Managing service requests and maintenance of facility
Verified user
Team Lead
4 years of experience
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Awards
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Reviewer Pros & Cons
Pricing
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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
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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.
- 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
- Snow License Manager
- QlikView
- Qlik Sense
- Lansweeper
- Nagios Core
- Okta
- Microsoft Azure
- OneLogin by One Identity
- Microsoft System Center
- Microsoft BI (MSBI)
- Microsoft Dynamics 365 Business Central
- Skype for Business, now part of Microsoft Teams
- Microsoft Dynamics 365
- BeyondTrust Remote Support
- Microsoft Intune
- Ivanti Neurons for ITAM
- Ivanti Endpoint Manager
- Microsoft Entra ID
- Ivanti Automation
- Tools4ever UMRA
- Mavim
- ERP Solutions by ISM
TOPdesk Competitors
TOPdesk Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| 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
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 (discontinued) are common alternatives for TOPdesk.
Reviewers rate Configuration mangement highest, with a score of 8.3.
The most common users of TOPdesk are from Mid-sized Companies (51-1,000 employees).
TOPdesk Customer Size Distribution
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 5% |
| Mid-Size Companies (51-500 employees) | 55% |
| Enterprises (more than 500 employees) | 40% |
Comparisons
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Reviews and Ratings
(408)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Pros
- Cons
User-Friendly Interface: Reviewers have appreciated the easy and user-friendly interface of the system, making it simple to report problems and find necessary information quickly.
Convenient Reporting: Users find it convenient that the system allows for reporting problems at any time, even outside regular working hours, which enhances efficiency.
Structured System Design: The structured nature of the system is praised by users for reducing search time, enabling personalized priority settings, and improving overall organization. Moreover, users value features like the notification highlighting overdue items in red for prioritization cues.
Complex Registration Process: Several users have found the registration process to be overly complex, citing an excessive number of required fields that make signing up for the service a cumbersome task. They suggest streamlining the registration steps to improve user experience.
Inconvenient Notifications: Users have expressed frustration with notifications only displaying the creator's name and omitting shared recipients, causing inconvenience in communication within the platform. They recommend including all recipients' names in notifications for better clarity.
System Reliability Concerns: Multiple users have reported reliability issues with the service, including experiencing slowdowns to unworkable levels, indicating concerns about system stability. These users highlight the importance of addressing these reliability issues promptly to ensure smooth functionality.
Reviews
(1-25 of 29)Companies can't remove reviews or game the system. Here's why
TOPdesk a great tool to work with
Rating: 10 out of 10
April 03, 2024
RV
Vetted Review
Verified User
20 years of experience
1
Know ITIL processes
Understand TOPdesk methodology
Understand TOPdesk methodology
Greatest job ever: TOPdesk administrator and do it all!!!
Rating: 10 out of 10
August 23, 2023
PV
Vetted Review
Verified User
3 years of experience
2
Administrators. Me as senior and a new collegue as a coming senior
TOPdesk is TOPs in the field of Helpdesk/Knowledge Base systems.
Rating: 9 out of 10
December 22, 2022
Verified User
Vetted Review
Verified User
1 year of experience
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.
TOPdesk: TOPproduct, TOPservice
Rating: 7 out of 10
December 19, 2022
AB
Vetted Review
Verified User
4 years of experience
3
These people have to be familiar with ITIL processen, atleast they need some knowledge and understand these processen. They have to know the functionalilty of TOPdesk and the limits.
Top of the charts with TOPdesk
Rating: 10 out of 10
December 14, 2022
JF
Vetted Review
Verified User
4 years of experience
3
We have three that know the ins and outs of Topdesk and can create flows for ticketing and also manage AD syncs and API calls for asset management\reporting.
TOPdesk Review -- 10 years of TOPdesk
Rating: 10 out of 10
October 25, 2022
JH
Vetted Review
Verified User
10 years of experience
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.
TOPdesk: a movement of service.
Rating: 10 out of 10
June 01, 2022
BV
Vetted Review
Verified User
9 years of experience
15
Technical engineers, Service minded
TOPdesk Review
Rating: 7 out of 10
May 30, 2022
Verified User
Vetted Review
Verified User
10 years of experience
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.
The better professional helpdesk system
Rating: 10 out of 10
May 29, 2022
Verified User
Vetted Review
Verified User
8 years of experience
175
All the people who needs IT services.
TOPdesk is what we needed, easy to use, and affordable!
Rating: 10 out of 10
May 28, 2022
DF
Vetted Review
Verified User
2 years of experience
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
good program - needs a few tweaks
Rating: 8 out of 10
May 26, 2022
Verified User
Vetted Review
Verified User
1 year of experience
60
Currently we are supported by CIT, our technical rep and an operations person. We support the 60+ technicians as well as the 3000 students and staff on campus
A must-have for organizations that want to professionalize their help departments
Rating: 9 out of 10
December 14, 2020
MC
Vetted Review
Verified User
17 years of experience
8
IT, HR, reception, CRM and planning
TOPdesk: Customer-oriented ticketing for in-house maintenance
Rating: 9 out of 10
August 31, 2020
BF
Vetted Review
Verified User
5 years of experience
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.
TOPDesk - The right tool to get the job done
Rating: 10 out of 10
August 24, 2020
Verified User
Vetted Review
Verified User
7 years of experience
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.
Already for 10 years a happy topdesker
Rating: 8 out of 10
August 12, 2020
WK
Vetted Review
Verified User
10 years of experience
5
SUpportdesk people, developers and project managers
Introducing TOPdesk in a sales environment
Rating: 8 out of 10
July 31, 2020
Verified User
Vetted Review
Verified User
1 year of experience
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).
TOPdesk is a good product, especially when starting out.
Rating: 7 out of 10
July 31, 2020
Verified User
Vetted Review
Verified User
2 years of experience
2
Must be proficient with API, the TOPdesk KI's aren't well documented in this area.
TOPdesk, what's in a name?
Rating: 9 out of 10
July 29, 2020
PS
Vetted Review
Verified User
10 years of experience
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.
Museum multi-department TOPdesk review
Rating: 10 out of 10
July 29, 2020
PR
Vetted Review
Verified User
1 year of experience
15
Museum collection employees, Facility staff and IT staff
TOPdesk Review
Rating: 7 out of 10
July 28, 2020
JI
Vetted Review
Verified User
5 years of experience
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.
Topdesk, Easy and effective
Rating: 8 out of 10
July 28, 2020
BW
Vetted Review
Verified User
12 years of experience
300
accountants, consultants, support, management
TopDesk is Great
Rating: 8 out of 10
July 28, 2020
KW
Vetted Review
Verified User
1 year of experience
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.
Thinking about TOPdesk?
Rating: 9 out of 10
March 09, 2020
JB
Vetted Review
Verified User
9 years of experience
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.
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.
TOPdesk provides top shelf functionality and value
Rating: 10 out of 10
January 29, 2020
JS
Vetted Review
Verified User
2 years of experience
3
- Familiarity with support concepts and functionality.
- An understanding of support processes and workflows.
- Some knowledge of database-driven software applications.