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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

8 out of 10
April 14, 2024
Incentivized
TOPdesk is used for incidents, like facility problems e.g. a broken toilet, internet not working, computer authorization, application …
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Good Product!

8 out of 10
April 13, 2024
Incentivized
We use TOPdesk for notifications from coworkers in the hospital. When they have problems or a wish for the hospital patient information …
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TOPdesk in healthcare

8 out of 10
April 12, 2024
We use TOPdesk for notifications within ICMT. We register (Almost) all resources within asset management. As administrators, we also make …
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TOPdesk

9 out of 10
April 12, 2024
We use it primarily as a ticket system. And also to see which questions are some of the most asked questions within our organisation. …
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TOPdesk Review

8 out of 10
April 10, 2024
TOPdesk is used as system to manage all support tickets and changes. The main issue how to manage all changes in the right way
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Good tool

9 out of 10
April 09, 2024
Incentivized
It is used as an information source for known issues (knowledge items) both for employees as for IT personnel. Tracking tickets for …
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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 (179)
    8.4
    84%
  • Organize and prioritize service tickets (193)
    8.2
    82%
  • ITSM collaboration and documentation (147)
    8.2
    82%
  • ITSM reports and dashboards (155)
    7.4
    74%

Reviewer Pros & Cons

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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

Incident and problem management

Streamlining ticketing and service restoration processes

8
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

8.1
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

7.9
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 8.4.

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

(406)

Attribute Ratings

Reviews

(1-25 of 191)
Companies can't remove reviews or game the system. Here's why
April 14, 2024

TOPdesk is TOP!

Wendy Schuiling-Quaaden | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • There is a small amount of time between making a TOPdesk problem and the solution
  • Problems are solved quickly
  • It’s a friendly program that is simple to use
  • When a TOPdesk program is not followed, then colleagues send an email to the TOPdesk so all colleagues can use the program
Score 10 out of 10
Vetted Review
Verified User
  • We’ve used TOPdesk Knowledge management to reduce the time it takes us to solve incidents from 16 to 5 days.
  • We’re using automated actions to assign certain incidents directly to the appropriate user, saving around 1-2 days before incidents are solved.
  • TOPdesk Knowledge Management has made new employees ready for work on our ServiceDesk in 2 weeks instead of 2 months.
April 12, 2024

TOPdesk in healthcare

Score 8 out of 10
Vetted Review
Verified User
  • Some answers are immediately available instead of employees having to wait for the handling of a ticket
  • Ability to edit notifications etc in bulk
  • Not entirely clear among practitioners how to return a ticket to the service desk (de-escale)
  • Sometimes search for users SSP about which form to fill out for a particular question
  • No possibility to be logged in to SSP and practitioner environment at the same time
April 12, 2024

TOPdesk

Score 9 out of 10
Vetted Review
Verified User
  • More insight on our tickets
  • Recognize FAQ’s and standard solutions
April 10, 2024

TOPdesk Review

Score 8 out of 10
Vetted Review
Verified User
  • It could work more efficiently
  • Steps of all Non standard changes are not all necessary
  • It would be great if we can make a connection with DevOps
Joost Oostindie | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • Increased efficiency in handling incidents and changes
  • Up to date asset management and registration & updates based on this
  • Detailed description of Product and Service Catalogus in the Self Service Portal
  • Better knowledge management
  • Automated integrations to reduce time spent by operators
February 23, 2024

TOPdesk review

Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • The expansion of the department was possible with TOPdesk
  • Better overview of open tickets, so more customer satisfaction
  • Better planning possibility due to the better overview of open tickets per employee
Score 9 out of 10
Vetted Review
Verified User
  • A good number of incidents can solved more quickly. Those cases can be solved by the customer itself and in TOPdesk it is very easy to send the self-service-solution with your answer.
  • It is easier to report some things based on categorization and good search filtering
  • If there are two or more tickets, they are difficult (or impossible) to merge correctly. There is a merge function, but there is for example, only one client possible. A solution where you close one merged ticket and send separate emails to every single customer would be really nice!
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