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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

9 out of 10
March 06, 2024
We use TOPdesk for employees and students. The onboarding of employees was not digital with us and we have now automated this by means of …
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TOPdesk review

10 out of 10
March 04, 2024
We use TOPdesk for various ends, to catalog our incidents, the change request and for asset management, this works fantastic as we were …
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TOPdesk review

7 out of 10
February 23, 2024
Incentivized
We use TOPdesk as our ticket management system. For all of the support questions of the customers we make tickets, which are uses by the …
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TOP! Desk

8 out of 10
September 12, 2023
I’m using TOPDesk as an operator for user issues, incidents and changes related to campus real estate for TU Delft
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TOPdesk

8 out of 10
August 21, 2023
TOPdesk is used to manage internal services and host reservations
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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 (168)
    8.6
    86%
  • Configuration mangement (141)
    8.6
    86%
  • Organize and prioritize service tickets (182)
    8.3
    83%
  • ITSM reports and dashboards (148)
    7.7
    77%

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

8.2
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

8.3
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

8
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 8.6.

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

(388)

Attribute Ratings

Reviews

(101-125 of 182)
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Edith Baijens | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Lesli uses TOPdesk Lite for incident management: all IT-related calls are registered in TOPdesk. In this way, we are able to follow up on the calls and monitor them. The reports give us an idea of the number of calls, but also of the area in which the most calls come in.
Marcio Vizoli | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
In our company, we use TOPdesk in technical customer support and also in any Customer Service department. TDPdesk has allowed us to do this with more organization and agility using its intuitive billing system where we can manage the tickets and chats of our clients. With this rapid communication generated by TOPdesk, it is possible to have a quick visualization of what is happening and what problem our client faces so our team of support is organized and can find the most appropriate solution to the problem quickly.
February 19, 2019

TOPdesk? Simply the best.

Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use TOPdesk to register IT-related incidents. The program is used primarily by the IT department but other departments are seeing the benefits of TOPdesk and some of them are starting to use it as well.
Peter Scantland | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
After a lengthy review of our internal processes, procedures and systems we identified a need for an ITSM framework and application to help support it. All business requirements were defined and documented, prior to completing a formal RFP for a new platform. After a lengthy analysis TopDesk was able to meet all our documented requirements and deployment timelines. We are currently running TopDesk to manage how we work with IT requests for our 4000 users. Our current deployment is focused inside the IT department, but we have growing interest from other departments for workflow management and request tracking. We are on track to becoming a business partner with our departments and sites by improving IT's responsiveness, documenting expectations and over-communicating. Along with the platform we have defined 100 "cubed" mantra; 100% of all reactive issues will be tracked, 100% of all proactive work will be scheduled and 100% of IT work will be documented. We are now consistently getting IT done!

November 23, 2018

TOPdesk review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use TOPdesk for streamlining our service management to our internal customers. The IT and Facility teams use TOPdesk primarily for incident and change management. With TOPdesk we can help our customers in an efficient manner and find trends within the issues they are having. Known solutions are recorded in our knowledge base, so that colleagues can easily find them themselves. This saves time for other activities and increases customer satisfaction.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
At my organization we use TOPdesk as the service desk tool for all IT calls. We also use TOPdesk as our CMDB. TOPdesk is used only by the IT-department. Although we have looked into implementing TOPdesk for usage in another Department (our info desk) they decided to use another tool.

For the IT department TOPdesk fulfills it's role as a service desk tool and CMDB. We have all the businesses we support listed and their hardware in the CMDB. And hardware and user are linked.
Martin 't Hart | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use TOPdesk for our whole organization. We use it for incident management, configuration management, and contract management. It helps us to know our contracts with our suppliers, but also the contracts when we are the supplier. We follow up on all incidents and by doing this we have a good picture of our assets.
Lode Bruyninckx | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
At Thomas Regout International we are using TOPdesk for about 10 years now in the ICT department for Incident Management.
Because of the restrictions of our version of TOPdesk we didn't have the opportunity to use it for more.
We did finally upgrade our light version to the professionel cloud version of TOPdesk and intend to use Problem Management, Change Management, Operation Management, Knowledge Management, and Asset Management.
Score 9 out of 10
Vetted Review
Verified User
We have used TOPdesk for many years now. As a MSP we provide IT-support for hundreds of primary schools in our country . TOPdesk enables us to provide our customers an efficient and easy way to report and communicate about incidents. Our IT support staff can manage incidents and retrieve all information with TOPdesk and keep the end-customer informed about progress.
July 09, 2018

Review of TOPdesk

Dana Matthes | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Our company uses TOPdesk as a signaling system and a knowledge database. IT as well as facilities colleagues use it as a signaling system. All colleagues can use it as a knowledge database and they can also make mention of problems or requests.
Robert van Geenen | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We've rolled out TOPdesk to the entire organization. Another museum whom we offer IT support also uses TOPdesk to log their issues and request. The most used modules are Incident Management and Change Management. Metrics provided by TOPdesk are used to monitor Key Performance Indicators. Reporting is also an important feature used to aggregate metrics into reports for the Management Team.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
It's used as our main IT Service Management tool. It helps us to log incidents and changes and establish the CMDB. Changes are mainly on the level of the IT-department, but also to support HR-processes like employee-in & -out for the part of processing the access-rights and enable/disable (mail-)accounts. It does not really support our business-process, it is merely there for facilitating those who do. It helps us as an IT-department to use preset flows with automatic updates to the users.
June 27, 2018

TOPview of TOPdesk

Wim Kars | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
It's being used by our service desk. They receive questions, remarks, comments, complaints, and suggestions from traffic users all over the country. They categorise the messages and transfer them to second line specialists to answer or solve. TOPdesk also is the source for management reports on these matters. It is very useful for the company.
Harrie Horlings | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use TOPdesk for all our customers to support them with there IT problems. We use TOPdesk for 1 year now within the company. It gives us a good overview of all work that has to be done. It helps us communicate with the customers and inform them about the status of there issue or request.
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