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
(76-100 of 191)Companies can't remove reviews or game the system. Here's why
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.
Score 10 out of 10
Vetted Review
Verified User
- 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!
Score 8 out of 10
Vetted Review
Verified User
- faster response
- quicker solve
- self service
- 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.
November 11, 2020
Good supplier of good software with space for improvement
- Registering of keys in TOPdesk with good logging.
- Overview in tickets.
November 09, 2020
Nice product with room for improvement
- Appr. 20-25 % of the incidents are registered by API connections, Mail import or self serviceportal relieving the servicedesk.
- Customers can check the status of there calls through portal or API also relieving the servicedesk and give a better customer experience
- Automation of standard activities through action sequences / API
November 02, 2020
A happy TOPdesk customer
- Better service delivery tracking.
- Better registration and reporting.
November 02, 2020
Good incident management and CMDB solution
- More self-service.
- Reduced escalation.
- Increased efficiency.
October 02, 2020
TOPdesk used between multiple governments and IT departments
- We have seen more people check the knowledgebase before asking for help.
- New users won't have to lobby anymore to get their info and accounts to be able to work
- Managers can export their own reports when they want instead of asking employees to do this for them, and wait for it.
- Increased efficiency.
- Improved communication.
- More transparency.
Score 9 out of 10
Vetted Review
Verified User
- Major benefit is a huge increase of speed in handling tickets
- Second big benefit is transparency and the categorization of problems, by which focused improvement activities are possible.
- TOPdesk is the core director of our Improvement Program in Shared Services and in our European Distribution Centre.
August 24, 2020
TOPDesk - The right tool to get the job done
- 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.
August 12, 2020
Already for 10 years a happy topdesker
- Since TOPdesk we and our customers have a good impression of our incidents.
July 31, 2020
Introducing TOPdesk in a sales environment
- 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
July 31, 2020
TOPdesk review
- 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
- We chose TOPdesk as a way to help our organization, Shift-Left. This has helped us keep our support staffing low, due to employees being able to help themselves.
- Using the API, we've built many tools working with the TOPdesk platform to speed up business processes.
July 29, 2020
TOPdesk, what's in a name?
- 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.
July 29, 2020
Museum multi-department TOPdesk review
- Cost was higher as the opensource predecessor we used
- Way more open/flexible as the opensource predecessor
July 28, 2020
TOPdesk Review
- 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.
July 28, 2020
Topdesk, Easy and effective
- We just need to have a system which has the ability to make, monitor and solve incidents and we know TOPdesk is best doing that.
- For configuration management, it saves a lot of time to figure out who has a specific laptop.
July 28, 2020
TopDesk is Great
- 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.