TOPdesk
Top Rated
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TOPdesk
Overview
Recent Reviews
Reviewer Sentiment
N/A
Positive ()
N/A
Negative ()
Awards




Popular Features
View all 13 featuresOrganize and prioritize service tickets (141)
8.8
88%
Configuration mangement (110)
8.7
87%
Self-service tools (130)
8.1
81%
ITSM reports and dashboards (115)
7.8
78%
Reviewer Pros & Cons
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Pricing
View all pricingEntry-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 Scorecard
Incident and problem management
8.1
81%
ITSM asset management
8.3
83%
Change management
8.0
80%
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.
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
- 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
- Skype for Business, now part of Microsoft Teams
- Microsoft Dynamics 365
- 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 Customer Size Distribution
Consumers | 0% |
---|---|
Small Businesses (1-50 employees) | 5% |
Mid-Size Companies (51-500 employees) | 55% |
Enterprises (more than 500 employees) | 40% |
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 |
Comparisons
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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 are TOPdesk's top competitors?
ServiceNow IT Service Management, Planon Universe, and Cherwell Service Management are common alternatives for TOPdesk.
What is TOPdesk's best feature?
Reviewers rate Organize and prioritize service tickets highest, with a score of 8.8.
Who uses TOPdesk?
The most common users of TOPdesk are from Mid-sized Companies (51-1,000 employees) and the Information Technology & Services industry.
Reviews and Ratings
(291)
Reviews
(1-25 of 138)- Popular Filters
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June 15, 2022
TOPdesk: TOPproduct, TOPservice
- Currently, we still develop the Self Service for our customers to support themselves. However, the new search option with the latest version was a good improvement.
June 14, 2022
TOPdesk as single tool to service the organization!
- The single source of data is a time saver which makes the whole department more proficient.
- Quick tickes saves the servicedesk a lot of time, which make them more efficient.
- Self service does really help our team, even when its not perfect
June 01, 2022
TOPdesk: a movement of service.
- Reduced escalation by new employees.
- More detailed information about customers installations.
- Less telephone calls by customer
May 30, 2022
TOPdesk Review
- More working together between departments
- Shift left
May 29, 2022
The better professional helpdesk system
- Higher efficiency for your service desk employees
- More satisfaction for your clients because they know the status of the call by a simple overview of the self-service desk
- No more lost calls
- A great, positive impact has been in the employee off-boarding process. Instead of being the last to know, Human Resources is the first to know of a departing employee or one that is changing positions. The workflow notifies all offices that need to know in a timely manner so that all of the required tasks can be done efficiently.
- We've been able to utilize TOPdesk to increase the automation of certain requests. Since the beginning of 2021, automation has processed nearly 2,700 requests that previously required human intervention. Not only is this a win for the department, but it is a win for the user to not have to wait for someone to see the request and process it.
- With TOPdesk's asset management platform, we can use it to manage "non-physical" assets, as well as tangible ones that may typically come to mind. This feature has allowed us to identify and remove unused "generic" user accounts, improve the lifecycle management of system access requests (i.e. firewall exemptions, CMS page editor, remote access), and ensure that things that require periodic renewal are either renewed or removed.
May 26, 2022
good program - needs a few tweaks
- With only about 7 months under our belt, this is tough. We have seen some increases in getting work orders completed and closed timely.
- We have seen an increase in communication through the tool between technicians and users.
- More folks are using the tool because the self-service portal is easy to use and access.
May 25, 2022
TopDesk! Can't imagine my work space without it!
- I can't give any specific answer on this question im afraid.
- We moved vulnerability management from weekly meetings to TOPdesk cases. This eliminated several hours a week of meetings for multiple departments while more efficiently tracking the resolution of critical vulnerabilities.
- We are currently leveraging the API system to automatically blacklist/whitelist IPs and domains based on reports from services like MS-ISAC.
- We auto-create cases from our endpoint malware protection to TOPdesk via an API and parsing.
May 24, 2022
Review TOPdesk SaaS
- increased efficiency
- shift lift
- less capacity
April 08, 2022
Happy with TOPdesk
- Better insight into incidents
- Users are helped faster
- Knowledge sharing
February 07, 2022
Great Company with good knowledge about servicemanagement
- We achieved more selfservice for our employees
- Our application managers can work more efficiently due to TOPdesk
- prioritizing notifications is easier
December 11, 2021
4 Month in Review of TOPdesk!
- We just started using it so we don't have an ROI stat or anything yet
- It has helped consolidate tickets and increase transparency of IT issues
December 05, 2021
TOPdesk: At the TOP of the Game
- Customer use of self-service portal increased
- Faster ticket resolution times
- Fewer lost tickets
November 11, 2021
Very good fit for a global non-profit
- Great visibility of actual need for IT resources
- Significantly improved service management
- Enables IT to support global customers
November 09, 2021
Welcome to the modern age of the Help Desk.
- We've only been using TOPdesk for about a month, so we're not seeing much use of the self-help as of yet. We are still educating our end users on its capability.
- It's nice not having to maintain an on-prem server for our ticket system.
November 03, 2021
Automate and optimize IT services of your organization
- TOPdesk self-service portal has allowed our employees to quickly report and solve the incidents saving more time for productivity.
- Employees are able to tackle common incidents from the knowledge base giving more efficient business operation.
- It has helped us to create a smooth working environment while growing the organization capacity and production quality.
November 02, 2021
TOPdesk has a lot of features but Help Desk is its strongest
- We have definitely improved our ticket reporting and ease of creating new reports.
- We were able to replace an aging help desk system with a modern cloud-based solution and replace an expensive inventory management tool. This has greatly reduced costs for us year over year.
- The only negative impact has been the learning curve. It can take a while to get all techs on board with a new process and system in a short amount of time. We have some issues here and there with techs not filling out the full ticket due to the amount of time it can take.
September 23, 2021
Works very closely with us to fit our specific needs
- Vastly improved scheduling process.
- Improved our ticket completion rate.
September 20, 2021
Looking for a new helpdesk friend, look to TOPdesk. They will be there when you need them.
- This year we moved to a unified hardware budget where IT now orders all assets from our budget. Asset management is key to that goal. TOPdesk has enabled our department to move forward with of Computer Lifecycle program of replacements.
- TOPdesk did come with a cost, we went from using the free Spiceworks solution to a paid solution with TOPdesk. But I firmly believe the benefits outweigh the cost.
- We had started to have stability issues with our old helpdesk solution. With TOPdesk I have had no downtime and by it being cloud-based we no longer have to have onsite servers.
- The self-service portal has allowed us to shift left massively. Students can find the solutions themselves very often.
- It has allowed easier collaborative working between teams.
- We are more efficient as we do not have to ask the student to repeat their question and we can record everything necessary in the incident. This provides an improved student experience as well as improved staff efficiency.
July 07, 2021
Topdesk a great helping tool!
- faster response
- quicker solve
- self service
- TOPdesk has provided ROI of allowing our team more freedom to solve larger problems by directing users to Self-Service solutions through TOPdesk's self-service portal.
- The clear delimination of work status on tickets allows our team greater efficiency to collaborate on solutions and issues. By updating support requests and being able to update either just the assigned technician or updating the user on the steps to attempt.
- The Self-Service nature of ticket entry helps the members of our 33 different school board clients direct their tickets down specific pathways to either a solution, or allows us to direct the tickets to the team/technician responsible for the issue for a quicker resolution and less ticket churn between different teams.
- Clear line between first and second line incidents.
- Prioritizing by TOPdesk saves time.
- By using the self-service articles (that you have to make yourself of course), people can help themselves easier.
- Better insight into where hardware (PCs and laptops) is located, CMDB.
- More user self-service.
- Better insight into the use of software licenses and their expiration.
- Overview of used meeting rooms and which are still available.