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. a first ticketing system in our organizationWe are using TOPdesk to receive IT Incidents and Change Orders from our users in the Offices in Germany, Spain, Italy, Turkey, and Poland.,500,Easy to enter tickets by mail from the users. TOPdesk could be used directly out of the box. SaaS makes it easy to setup it up and scales within the region. Excellent support during and after the go-live by the people from TOPdesk.,SaaS implementation could be easier if it would be done by TOPdesk as an extra service. My IT department had some difficulties due to lack of knowledge in this area.,10,Eases the handling of J-SOX Replacement of Excel Files The higher efficiency of technicians No user request get lost anymore,Service-Now,10,2,Incidents Change Order SAP Events,Event Management New Employee Employee Departure,Asset Management Self Service Portal Full Change Management,9,Micro Focus ZENworks Suite, Eset Smart Security, IBM Notes,Yes,Price Product Features Product Usability Prior Experience with the Product Existing Relationship with the Vendor,No, not at all.,Vendor implemented,Yes,Change management was a major issue with the implementation,SAAS implementation on our side, due to missing experience with SAAS Not up to date nor complete filled AD WAN bandwidth (100-200 MBit/s) upgrade was needed,8,The entire implementation process and the project management was excellent.,Incident Management Change Management Event Management,na na na,Yes, but I don't use it,9How TOPdesk can help you with software developmentWe use incident management for our customer base to support our AMT Product Suite at Asysco. We use change management for our software development (Extensive changes). We use knowledge base management for news items and feedback. The self-service desk is used for customers to enter their problems. For projects, we use the operator part.,150,Simplicity in use. Incident management is straightforward. Ease of configuration. Users and permission groups can easily be added. Graphical overview is a pro. Modularity. Incident management and change management.,Self-service desk: Option to be able to add more functionality for certain goals. In our situation, we would like to have the possibility to change some fields when the incident is created. For example the customer priority or status. In that way, we can use the self-service desk in projects The Kanban board is new. We would like to have it in Change management also. Extra columns on the board - you should be able to configure it per operator group. The user interface is not the same in all places. In certain cards the edit button is visible while on other cards it muc be chosen from the drop-down menu.,7,Reduced escalation Increase collaboration with the customers Flow of software development. Overview what we are doing is great for the management.,,7,Incident management Configuration management Change management,Self-service desk. Assets Design self-service form,No,7Topdesk, Easy and effectiveWe are using TOPdesk to service our customers and manage our devices.,12,managing incidents hardware configuration self service portal,Mobile apps where you can sign a signature by the customer.,8,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.,Avast Managed Workplace RMM,8,300,problems with office 365 problems with windows 10 problems with office 2016,we use TOPdesk as designed,maybe we are going to use project management,8,Avast Managed Workplace RMM, Microsoft System Center,Not Sure,Price Product Reputation,It would come out the same.,Vendor implemented,No,there were no issues during implementation,8,No,No,We had none.,creating incidents creating objects,creating new brands creating new type numbers,Yes,8TOPdesk ViewIt's used by our service desk as a ticket system and for configuration management,,Easy to use Easy to change settings, so it's helping with doing business with more efficiency Possible to use forms with our own company branding,I don't know!,7,We spend less time on registering tickets and solve problems,8,6,ticket system spend less time overview,Growing with our business We must have a better registration tool then we did have [previously],App for smartphone,9,Microsoft Azure,Yes,Product Usability Product Reputation Third-party Reviews,I should do the same thing. also now we can get more review information by internet then before,,Implemented in-house,No,Change management was a small part of the implementation and was well-handled,making a branded service rapport,7,No,Sorry, but we never did have a critical moment. When we started with Topdesk, it was excellent how the support us.,make a new ticket search engine,reporting time management,7Easy to use Service Management solutionWe use one TOPdesk installation to enable a service management solution for 9 of our business units in Europe. These business units can use the tool locally to deal with their issues (incidents/changes) or they can escalate their calls to the European IT organisation, all in one TOPdesk installation. The TOPdesk SelfServiceDesk portal is used to raise the calls and to provide the end user realtime status updates on their issues.,Easy to use Incident Management. Performance/stability. The TOPdesk vendor has a very good support team.,Reporting and selections. The reporting options are easy to use, but also limited in functionality. Reports can be scheduled to run automatically and to provide output per mail or in a document. Selections are more powerful, but there is no option to schedule them. Change Management module is powerful, but has a steep learning curve. The SelfServiceDesk. Good to see that there are great improvements in the latest TOPdesk version.,8,One standard tool across the organisation instead of a wide variety of software tools and alternative solutions. One central repository for all our business units in Europe. Better options for the end users to raise their calls through the SelfServiceDesk, rather than email or phone. Transparent view for the end-users on the status of their issues through the SelfServiceDesk.,Oracle Database 12c, SAP Business Objects,8,We have set up a UAT and a production environment for TOPdesk. All new development and testing is done on the UAT. When approved by the end-user, the setup is implemented on production. One drawback, deployment to production is a manual task......,Yes - we have customized the interface extensively,No - we have not done any custom code,No,9,Yes,We had an issue with the performance of our TOPdesk server. We logged a call through the TOPdesk support site at 10PM so that the support team had the option to pick up the call next morning. To our surprise, we were called back 10 minutes after we logged the call. After business hours. The support team was still working and they were willing to help us right away.,Call management (incident Management) SelfServiceDesk,Change Management Reporting,Yes, but I don't use it,8,8,8,8On a simple but great ticketing system (that has a lot more functionality than just ticketing...)We use TOPdesk as a ticketing system for all of our internal users and for the internal users of some external organisations that work on our IT infrastructure. The users can log tickets for all issues they have with their IT infrastructure (hardware as well as software). We promote logging the tickets via the TOPdesk portal, but we take also tickets via e-mail, phone or even fax. We have a semi-automatically intake of e-mail tickets. We do a human filtering to avoid spamming of our system. Tickets are taken in first line by our help desk team. If tickets can't be solved by the help desk team, than tickets can be escalated to the suited support team, to the support organisation of a vendor or to the management of the help desk & support team. All communication happens via e-mail and all interactions and time registrations are logged in the system. These registrations are used to monitor our SLA's. TOPdesk is a set of different modules and the ticketing module is the central part of the application. We use the ticketing module also for handling questions in one of our business service departments. We use it, as it was an application we had already in house, but it is not really suited for that. Furthermore we bought also some facility management modules to manage the reservation of meeting rooms in our organisation.,Rather cheap but each module has an extra cost. The TOPdesk organisation listens to the community. Next versions of the product contain often new wanted features. Open. It's easy to integrate your corporate data in the product. Broad set of functionality. Browser based, so easy to deploy. Communication can be adapted to your corporate identity.,Every extra module has an extra cost (most modules cost the same and there are little economies of scale). Rather rigid functionality. You have to use the functionality as provided. It's not always easy to match that to your own needs. Not at lot of standard integration with other products. We could use an integration with Jira e.g. but that's rather hard to do.,8,We could implement a more formal follow up of the IT issues in our organisation. We have a better reporting of the use and the performance of our helpdesk and support organisation. We can better monitor our SLA's. No tickets are lost anymore. We have a more professional communication.,JIRA Service Desk, Zendesk, Microsoft Dynamics CRM and Salesforce Service Cloud,JIRA Software, Microsoft Exchange, SugarCRM,Entering a ticket Making a report Receiving updates about the ticket via e-mail Sending feedback on a ticket Viewing the status of a ticket online,Customising the product fully to your needs Receiving updates about tickets you watch (no alerting via e-mail) Constructing the knowledge database Consulting the knowledge database,9
Windows, Linux
225 Ratings
Score 7.9 out of 101
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TOPdesk Reviews

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225 Ratings
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Score 7.9 out of 101

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Feature Scorecard Summary

Organize and prioritize service tickets (106)
Expert directory (70)
Service restoration (65)
Self-service tools (97)
Subscription-based notifications (75)
ITSM collaboration and documentation (81)
ITSM reports and dashboards (85)
Configuration mangement (86)
Asset management dashboard (75)
Policy and contract enforcement (62)
Change requests repository (80)
Change calendar (70)
Service-level management (69)

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.

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 Impactâ„¢ Of TOPdesk Enterprise is an October 2016 commissioned study conducted by Forrester Consulting on behalf of TOPdesk. For more information:

TOPdesk Integrations

BeyondTrust Remote Support (formerly Bomgar), Snow License Manager, QlikView, Qlik Sense, Lansweeper, Nagios, Okta Workforce Identity, Microsoft Azure, Microsoft BI, Microsoft Dynamics 365 Business Central (formerly Dynamics NAV), OneLogin, Microsoft System Center, Microsoft System Center Configuration Manager, 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


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

Small Businesses (1-50 employees)
Mid-Size Companies (51-500 employees)
Enterprises (> 500 employees)

TOPdesk Support Options

 Free VersionPaid Version
Live Chat
Social Media
Video Tutorials / Webinar

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