TOPdesk

TOPdesk

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Top Rated
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About TrustRadius Scoring
Score 8.5 out of 100
Top Rated
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TOPdesk

Overview

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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Review TOPdesk SaaS

8 out of 10
May 24, 2022
A few departments use TOpdesk, we want more departments to use TOPdesk in the future. We address ICT problems and customer problems [with …
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4 Month in Review of TOPdesk!

8 out of 10
December 11, 2021
We are still in the middle of implementing everything we want to in TOPdesk, but we use it for IT ticket tracking, asset tracking …
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TOPdesk: At the TOP of the Game

10 out of 10
December 05, 2021
When our previous ticketing system reached its end of life, we determined that the Facilities and Information Technology departments would …
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Reviewer Sentiment

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Awards

TrustRadius Award Top Rated 2022
TrustRadius Award Top Rated 2021
TrustRadius Best of Award, Best Of Customer Support 2021
TrustRadius Best of Award, Best Of Usability 2021

Popular Features

View all 13 features

Organize 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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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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Alternatives Pricing

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What is ServiceNow IT Service Management?

ServiceNow is a fast-growing service management provider that went public in 2012. Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and…

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.

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, SaaS
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

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 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

(1-25 of 138)
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Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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
Dustin Fawver | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Nabin Poudel | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • 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.
John Glenn | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Timo Snijders | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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.