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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

9 out of 10
March 06, 2024
We use TOPdesk for employees and students. The onboarding of employees was not digital with us and we have now automated this by means of …
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TOPdesk review

10 out of 10
March 04, 2024
We use TOPdesk for various ends, to catalog our incidents, the change request and for asset management, this works fantastic as we were …
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TOPdesk review

7 out of 10
February 23, 2024
Incentivized
We use TOPdesk as our ticket management system. For all of the support questions of the customers we make tickets, which are uses by the …
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TOP! Desk

8 out of 10
September 12, 2023
I’m using TOPDesk as an operator for user issues, incidents and changes related to campus real estate for TU Delft
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TOPdesk

8 out of 10
August 21, 2023
TOPdesk is used to manage internal services and host reservations
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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 (168)
    8.6
    86%
  • Configuration mangement (141)
    8.6
    86%
  • Organize and prioritize service tickets (182)
    8.3
    83%
  • ITSM reports and dashboards (148)
    7.7
    77%

Reviewer Pros & Cons

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Pricing

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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

8.2
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

8.3
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

8
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 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 Self-service tools and Configuration mangement highest, with a score of 8.6.

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

(388)

Attribute Ratings

Reviews

(1-25 of 27)
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Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Jay Hamel | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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
Incentivized
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
Incentivized
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
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
Incentivized
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
Incentivized
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
Incentivized
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
Incentivized
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
Incentivized
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
Incentivized
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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