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TOPdesk Reviews

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Score 7.9 out of 100

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Reviews (1-25 of 107)

Paolo Staal profile photo
January 14, 2020

TOPdesk, what's in a name?

Paolo Staal
Score 9 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • The service level to the users is raised, so there is more customer satisfaction.
  • Keeping track of incidents helps to prevent further issues or even outages and escalation of incidents to managers.
  • The hardware database helps to plan our hardware renewals to prevent the consequences of failing dated hardware.
Read Paolo Staal's full review
Jeffrey Ing profile photo
January 13, 2020

TOPdesk Review

Jeffrey Ing
Score 7 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • It has increased efficient on how staff communicate issue to operators.
  • It has helped operators create a filtered for staff to communicate through, this helps them manage their time and priorities.
  • The self-service forms help guide staff to better understand their issues and terminology surrounding their issues.
Read Jeffrey Ing's full review
Kimberly Wamble profile photo
January 09, 2020

TopDesk is Great

Kimberly Wamble
Score 8 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • The impact for our IT department has been positive. The ROI has been great. We have been able to eliminate our previous ticketing system which was less intuitive and more costly.
Read Kimberly Wamble's full review
Bo Ring profile photo
January 07, 2020

Top Bo's TOPDesk Review

Bo Ring
Score 7 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • It has done an excellent job of interfacing human resources and information technologies for hiring procedures
  • We still have many engineers that feel it is much more complicated than how they used to do things on the whiteboard
Read Bo Ring's full review
Randy MacFarland profile photo
January 07, 2020

TOPdesk is the first thing I open in the morning...so it's on the top of my list on my desktop.

Randy MacFarland
Score 7 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • Since this the first service desk I've used and it's the company's first ticketing system I can't tell if there is a positive or negative impact on ROI.
  • TOPdesk is used daily, so it's definitely being used.
  • We are slowing expanding its use. We started using the change management part of the system.
Read Randy MacFarland's full review
Roel Assenmacher profile photo
September 28, 2019

Great features and usability

Roel Assenmacher
Score 9 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • Shift left is an ongoing process, but TOPdesk helps us with this.
  • Using one application across the entire organization makes working fast and reliable.
  • Better insights in incidents, and escalations in problems.
Read Roel Assenmacher's full review
No photo available
January 08, 2020

TOPDesk - The right tool to get the job done

Verified User
Score 10 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • TOPdesk did bring us great traceability of issues. Instead of trying to find all emails related to an issue, read them in the correct order and sharing them with other colleagues it is now easy to see all info about an issue with a single click.
  • Users can use the self-service modules to report issues, track the status of issues and close the issues once they're satisfied with the answer. This leaves us more time spending on actually solving issues instead of constantly answering to emails, phone calls etc.
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No photo available
January 07, 2020

Introducing TOPdesk in a sales environment

Verified User
Score 8 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • TOPdesk gives us the opportunity to meet quality criteria in public tenders (increased our win chance)
  • Improved customer satisfaction because we have better control on our RMA requests. This reduces the number of telephone calls with our customer services.
  • Online customer insight in the SLA performance (previously we had to figure out data from Excel and Outlook on demand)
  • Support online tracking of delivery services for our customers. This reduces the number telephone calls with our customer services.
  • Integrated accessibility to CMDB information and service partner information increased the efficiency of processing customer RMA requests
Read this authenticated review
No photo available
January 07, 2020

TOPdesk review

Verified User
Score 8 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • With TOPdesk we have been able to take a turn in the self-service portal in the past year. The forms that you can link to this makes for an improved experience for our customers
Read this authenticated review
No photo available
October 29, 2019

Very nice self-service portal and an overall good IT service management tool.

Verified User
Score 8 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • Implementing the self-service offering allowed us to both lessen the work needed to be done by the helpdesk and also to uniform the requests.
  • Implementing the Single Sign-On should be mandatory for all applications, but for a heavily used program like TOPdesk, it is very recommended.
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Jason Barker profile photo
February 07, 2019

TOPdesk is TOPs in the field of Helpdesk/Knowledge Base systems.

Jason Barker
Score 10 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • 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.
Read Jason Barker's full review
Edith Baijens profile photo
April 11, 2019

Lesli is very happy with TOPdesk Lite!

Edith Baijens
Score 9 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • Introducing TOPdesk Lite means for Lesli an increase in efficiency. Users send their questions, problems, etc. to ONE email address and that is then automatically imported into TOPdesk. All follow-up takes place in TOPdesk so that all information about a report is gathered together.
  • The use of Topdesk means an enormous saving of time for me. By registering and following up with TOPdesk, IT support is much more structured.
Read Edith Baijens's full review
Marcio Vizoli profile photo
March 21, 2019

TOPefficiency with TOPdesk

Marcio Vizoli
Score 9 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • Well, when you deal with consumers and they face some problem or difficulty, they want a quick solution, otherwise, they let themselves be customers. TOPdesk helps us with this by keeping the customer satisfied and "faithful" with our company. TOPdesk's self-support portal also helps us by popping up a lot of the time and supporting relationship team expenses.
Read Marcio Vizoli's full review
No photo available
February 18, 2019

TOPdesk? Simply the best.

Verified User
Score 8 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • By using TOPdesk as a mechanism for registering incidents, the entire IT department can see which incidents come in and who is solving the most of them. It is always nice to see your name on top of the list of who solved the most incidents this week or month. This way everybody is encouraged to give that little bit extra.
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Lode Bruyninckx profile photo
October 09, 2018

Topdesk upgrade succesfull at Thomas Regout International B.V.

Lode Bruyninckx
Score 8 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • The different departments will be working together in a much more efficient way because everything is registrated in TOPdesk and we all speak the same language.
  • Shorter time to solve the problems because every employee can see the his calls and remember the agents if necessary.
Read Lode Bruyninckx's full review

TOPdesk Scorecard Summary

Likelihood to Recommend (226)
7.9
Likelihood to Renew (20)
8.0
Usability (8)
7.0
Availability (1)
7.3
Performance (1)
7.3
Support (90)
8.9
Implementation (5)
6.3
Product Scalability (1)
7.3

Feature Scorecard Summary

Organize and prioritize service tickets (108)
8.3
Expert directory (72)
7.1
Service restoration (66)
7.6
Self-service tools (99)
8.6
Subscription-based notifications (75)
7.7
ITSM collaboration and documentation (84)
7.7
ITSM reports and dashboards (87)
7.0
Configuration mangement (87)
7.1
Asset management dashboard (76)
7.7
Policy and contract enforcement (62)
7.2
Change requests repository (82)
7.7
Change calendar (72)
6.8
Service-level management (70)
8.0

About 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.
Categories:  Facility Management,  IT Service Management (ITSM)

TOPdesk Features

Incident and problem management Features
Has featureOrganize and prioritize service tickets
Has featureExpert directory
Has featureService restoration
Has featureSelf-service tools
Has featureSubscription-based notifications
Has featureITSM collaboration and documentation
Has featureITSM reports and dashboards
ITSM asset management Features
Has featureConfiguration mangement
Has featureAsset management dashboard
Has featurePolicy and contract enforcement
Change management Features
Has featureChange requests repository
Has featureChange calendar
Has featureService-level management
Additional Features
Has featureResource Plan Board
Has featureOperations Management
Has featureOpen API
Has featureIntegrations Market Place
Has featureReservations Management

TOPdesk Video

The Total Economic Impact™ Of TOPdesk Enterprise is an October 2016 commissioned study conducted by Forrester Consulting on behalf of TOPdesk. For more information: page.topdesk.com/tei

TOPdesk Integrations

BeyondTrust Remote Support (formerly Bomgar), Snow License Manager, QlikView, Qlik Sense, Lansweeper, Nagios Core, Okta Workforce Identity, Microsoft Azure, Microsoft BI, Microsoft Dynamics 365 Business Central (formerly Dynamics NAV), OneLogin, Microsoft System Center, Microsoft System Center Configuration Manager (SCCM), Skype for Business (formerly Lync), Ivanti IT Asset Management Suite (formerly LANDESK IT Asset Management Suite), Ivanti Endpoint Manager (formerly LANDESK Management Suite), Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), RES Service Automation, Microsoft Active Directory, UMRA Access & Identity Management, Mavim Rules, ISM

TOPdesk Competitors

Pricing

  • Has featureFree Trial Available?Yes
  • Does not have featureFree or Freemium Version Available?No
  • Has featurePremium Consulting/Integration Services Available?Yes
  • Entry-level set up fee?Optional

TOPdesk has a unique license model: - Modular: Select the modules you need and easily expand as your business grows - Saas or On premise - Unlimited number of assets. Successful asset management should not be dependent on the license of your product. - End users OR service agents based, whichever fits your situation best. If you are looking for flexibility in the number of agents for e.g. extra busy times of the year, the flexible end user license lets you add agents without any restrictions, no day passes needed.

TOPdesk Customer Size Distribution

Consumers
0%
Small Businesses (1-50 employees)
5%
Mid-Size Companies (51-500 employees)
55%
Enterprises (> 500 employees)
40%

TOPdesk Support Options

 Free VersionPaid Version
Phone
Live Chat
Email
Social Media
Video Tutorials / Webinar
Forum/Community
FAQ/Knowledgebase

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