TOPdesk Review
TOPdesk is used for incidents, like facility problems e.g. a broken toilet, internet not working, computer authorization, application …
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.
Recent Reviews
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Popular Features
- Self-service tools (179)8.484%
- Organize and prioritize service tickets (193)8.282%
- ITSM collaboration and documentation (147)8.282%
- ITSM reports and dashboards (155)7.474%
Reviewer Pros & Cons
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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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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.
- 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 Integrations
- Snow License Manager
- QlikView
- Qlik Sense
- Lansweeper
- Nagios Core
- The Okta Identity Cloud
- Microsoft Azure
- OneLogin by One Identity
- 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
- Microsoft Intune
- Ivanti Neurons for ITAM
- Ivanti Endpoint Manager
- Microsoft Entra ID
- Ivanti Automation
- Tools4ever UMRA
- Mavim
- ERP Solutions by ISM
TOPdesk Competitors
TOPdesk Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| 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 |
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.
ServiceNow IT Service Management, Planon Universe, and Cherwell Service Management are common alternatives for TOPdesk.
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
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 5% |
| Mid-Size Companies (51-500 employees) | 55% |
| Enterprises (more than 500 employees) | 40% |
Comparisons
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Reviews and Ratings
(406)Attribute Ratings
Reviews
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June 03, 2020
TOPdesk Review
- Available 24 hours
- One place for all questions
- Catches the first questions
March 12, 2020
Top Shelf Product With A Great Support Team
- We switched from a similar product and have found TopDesk to be quite superior.
March 09, 2020
Thinking about TOPdesk?
- We have a quick insight into what incidents are sent to the service desk, we always have been able to reduce the amount of incidents by > 50% for all our customers to date.
- For our larger than 25 users organizations we introduced the self-service portal; our IT contacts are able to create incidents quickly without interference from our service desk.
- Our IT contacts receive an overview of handled incidents from the previous month, in this way they are able to see the impact of IT on their organization.
March 05, 2020
Top marks for TOPdesk!
- More self-service
- Increased confidence
- Increased efficiency of support dispatching
February 04, 2020
TOPdesk: Best in its class
- Too soon to tell--we are only in the beginning of our launch.
January 31, 2020
Easy to implement and a great product!
- More self-service with their knowledge base
- Increased usage by users to submit tickets
January 29, 2020
TOPdesk is the only way to go!
- The increased efficiency has freed up our helpdesk to do other projects and training.
- The reporting is used to address the root cause for issues.
January 29, 2020
TOPdesk provides top shelf functionality and value
- More effective management of incidents, leading to less business interruptions
- More effective management of change requests, leading to greater ROI on IT effort
January 07, 2020
Top Bo's TOPDesk Review
- 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
- 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.
April 12, 2019
Lesli is very happy with TOPdesk Lite!
Score 9 out of 10
Vetted Review
Verified User
- 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.
March 21, 2019
TOPefficiency with TOPdesk
- 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.
February 19, 2019
TOPdesk? Simply the best.
- 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.
February 14, 2019
Customer sherpa can get you there, a journey together.
- It will allow us to change the IT culture towards service centric and project centric approaches.
- Dramatically improve self-service
- We should be able to do more, more quickly.
February 09, 2019
Great product for ease of implementation, but back-end customization can be limited.
- It gives us a clear picture of our day-to-day activities.
- Able to generate reports for management.
- Giving end users the ability to solve the little problems via the SSP.
December 02, 2018
Perfect tool for small and medium size businesses
- Efficiency has increased considerably.
- Service quality has improved: less downtime, less escalations.
- Communication and collaboration has improved.
November 26, 2018
Great tool for the bussines
- Structure in changes helps to get the right info. This helps the operators.
November 23, 2018
TOPdesk review
- Shift-left.
- Increased efficiency.
November 23, 2018
TOPdesk as a service desk tool
- Automate ticket registering.
- Prioritizing the ticket flow.
- Search option to find calls which have gone through multiple operators.
November 14, 2018
TOPdesk a TOP application for ITSM processes
Score 10 out of 10
Vetted Review
Verified User
- Positive; insight on issues and faster resolution
- Cost reduction
- More revenue as we extend our contracts and track payments better
October 30, 2018
Great stuff!
- Positive: Service level is higher
- Positive: Self service is higher, fewer employees at the service desk (because of fewer phone calls)
- Positive: Fast activation for external vendors (emailing about the problem is easier than calling.) So, less effort to make these calls.
October 09, 2018
Topdesk upgrade succesfull at Thomas Regout International B.V.
- 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.
September 28, 2018
Smooth transition from on premise servers to SaaS
Score 9 out of 10
Vetted Review
Verified User
- With the transition to SaaS the maintenance cost has come down and at the same time we can always use the latest version available.
September 19, 2018
Topdesk a must do
- More self service
- Beltter overview over whats happening in IT
- ROI because of better workload overview
August 30, 2018
TOPdesk helps to organise your IT department
Score 8 out of 10
Vetted Review
Verified User
- A good SPOC, easy to use for customers.
- Creating IT processes and workflows.
- A good tool for dispatching and tracking calls.