TOPdesk

TOPdesk

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Top Rated
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Score 8.6 out of 10
Top Rated
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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

7 out of 10
May 30, 2022
We use it for logging incidents, questions, problems, and operational tasks. The departments that use TOPdesk are IT, central helpdesk, …
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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
  • Organize and prioritize service tickets (140)
    9.0
    90%
  • Configuration mangement (110)
    8.9
    89%
  • Self-service tools (129)
    8.3
    83%
  • ITSM reports and dashboards (114)
    8.2
    82%

Reviewer Pros & Cons

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Video Reviews

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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 Demos

Total Economic Impact of TOPdesk Enterprise
04:27
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.4Avg 8.1

ITSM asset management

Managing all IT assets and enforcing policy rules

8.5Avg 8.1

Change management

Ensuring standardized processes for making changes to IT infrastructure

8Avg 8.3
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Product Details

What is 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

  • 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 Video

The Total Economic Impact™ Of TOPdesk Enterprise is an October 2016 commissioned study conducted by Forrester Consulting on behalf of TOPdesk.

TOPdesk Integrations

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 Organize and prioritize service tickets highest, with a score of 9.

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

(1-25 of 140)
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Score 9 out of 10
Vetted Review
Verified User
  • TOPdesk provides easy to customize reports based on user or organization designed selections, allowing the data stored inside the helpdesk solution to be extracted, analyzed, and acted upon. Using simple visual queries, any user is able to build data extracts on the fly
  • Importation of data is easy to arrange and insert into the system. From existing support requests to a customer knowledge database, the data can be imported once, or as part of a constantly updating system for user changes, asset management, or user-facing data.
  • The ability to reply to emails to update tickets, both as the person making the support request and as the person working on the support request, makes it much easier to keep everyone informed as to the progress of the tickets and the eventual resolution.
  • The initial setup curve is very high, with it being strongly recommended that you involve the company in the design and setup phases to be able to get the most out of the program. The complexity of the setup is more than offset by the functionality of the product.
Adrie Bergwerff | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
  • Support by TOPdesk is excellent. Until now, we didn't have any issues when support was requested.
  • The latest version supports ADFS/SAML authentication. In the former version, this was an add-on you should buy.
  • Continues development of the product bearing in mind the user's input.
  • Copy and paste functionality of pictures.
  • Approval by "managers" of simple changes. Currently, only Extensive Change has this functionality.
  • Rich text formatting in Change Management module.
  • Rating of Changes, currently only a rating of an incident can be used.
Jason Flannery | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • Helpdesk Portal - One stop shop
  • Asset management - Asset's are assigned to persons in our org - east to track with timely info.
  • Knowledge base articles solve the problems sometimes before they can become helpdesk tickets.
  • I'd love to see location maps - Where are the assets? Tag assets to physical locations on a map.
Roel Assenmacher | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
  • It is very easy to use. Explaining it to a new user takes 15 minutes at most.
  • The great API features make integrating other applications a piece of cake.
  • Modular build, and easily customizable, so you only see what you use.
  • Fast and reliable.
  • Its mobile usability could be better. Simple features are missing, like adding photos to an existing call.
  • The self-service portal should be a little bit more customizable.
Jay Hamel | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • Versatility. The ability to customize the interface.
  • The ability to customize workflows for Incident and Change management is the best I have seen.
  • The ability to segregate customer groups and manage them in one instance of TOPdesk is great.
  • Would love to see stronger Self Service functionality, such as AI.
  • Would like to see TOPdesk further embrace customer management of the platform.
  • This is a bit more subjective: The interface continues to improve, but I would like to see it be a bit more intuitive.
Score 8 out of 10
Vetted Review
Verified User
  • Single source of data for administrative purposes
  • Quick tickets are real time savers!
  • Simple sequential workflows are very handy
  • Improved WYSIWYG editor, still not perfect
  • Complex flows are not always possible
  • Limited design options for knowledge items and the self service portal
Score 10 out of 10
Vetted Review
Verified User
  • Fast to address incidents, reported by telephone
  • Fast tool to get information about customers
  • Modular, so we started with only incident management, but now we have change management, operations management, and object management
  • Fast replies of questions.
  • In the SSP it is not possible for our customers to get an export of their own incidents in, for example, Excel.
  • Email notification of incidents in the organization, For example, to client managers at our site and customer site.
  • Integration with other tools like Power BI, report manager.
Score 10 out of 10
Vetted Review
Verified User
  • Users have access to a very easy to use helpdesk system
  • Support desk employees have a full overview of all outstanding and open calls
  • As a manager, you have several tools to overview the performance of your department
  • TOPdesk is definitely not the cheapest helpdesk tool
  • TOPdesk is not a tool for building a complete document library
Dustin Fawver | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • TOPdesk provides a clean and modern interface for all of its modules. Many of the modules have a similar look and feel, which makes it easy for users to utilize each one.
  • Its workflow system allows administrators and developers to define what needs to occur when certain events happen. This can ensure that processes happen in the correct sequence.
  • TOPdesk includes a vast API system to allow for external systems to integrate with it, and for TOPdesk to communicate with external systems.
  • For the forms that are available in the Self-Service Portal, a good improvement is to be able to validate user input so that it conforms to any required parameters. As of now, a request can be validated after submission via workflow, then rejected if needed.
  • A few of the modules do not have an accompanying API. This has made some integration and automation processes not possible.
  • Some customers may need to use an external process, such as Powershell or Python, to accomplish some automation needs.
Score 8 out of 10
Vetted Review
Verified User
  • Ease of logging issues.
  • Each user can customize their view.
  • Target dates and time make it easy to sort.
  • Being able to sort on multiple columns (i.e. new work orders by target date).
  • Reporting is very complicated to create and export.
  • Getting this system to talk to other systems for information sharing continues to have disconnects.
Score 9 out of 10
Vetted Review
Verified User
  • Everything is interconnected - you can easily get user/product/case data from anywhere.
  • Custom dashboard and widgets.
  • Strong API integrations.
  • Case templates/canned responses make creating/resolving cases take less busy work.
  • Sometimes it is clunky to assign something to a specific person, unless you know the dept. that person is in.
  • If your dashboards are not configured correctly, its very hard to find work assigned to you.
  • The search function is only skin deep, unable to pull information on what was said in the ticket.
Score 8 out of 10
Vetted Review
Verified User
  • Service and self-service are top priorities for our business, TOPdesk fits perfectly with this
  • The modular structure of TOPdesk helps to set up the application to our wishes
  • The user interface is easy to understand for every employee
  • further development of the module Workplace reservation
  • The module New Asset management will eventually replace the module configuration management but needs further development
Score 8 out of 10
Vetted Review
Verified User
  • Ticket creation and tracking
  • Very versatile in its setup
  • Love how tickets can be related to a Kanban board.
  • Difficult to setup because it is so versatile
  • Better custom mapping abilities for tickets to Kanban board categories
  • More Kanban custom categories
  • Difficult for users to reset their own passwords
Score 9 out of 10
Vetted Review
Verified User
  • Simple to use
  • Very reliable across the globe -- no response time complaints from Asia
  • Language localization/translation so customers can see TOPdesk in their language preference
  • Provide an option that prevents technicians (or operators) from being able to manually change ticket status, especially where an organization’s workflow strictly forbids it. For example, once a ticket status is set to in progress, a tech should not be able [to] manually change it back to new.
  • Include the functionality that treats incidents and service requests as two different types of tickets with different workflows and requirements.
  • Improve the problem management module. The menus, look & feel, options are very basic compared to ticket management.
  • Improve the TOPdesk chat functionality or provide easy integration with popular chat programs.
Score 7 out of 10
Vetted Review
Verified User
  • Clear correspondence with our users.
  • An easy to view list of past ad future change management items.
  • An easy to navigate self help knowlegebase.
  • The widgets are helpful, but being able to have separate ones for specific ticket types would be helpful.
  • The ability to integrate into a departmental google calendar for change management would be helpful.
  • Displaying dates in a short numeric format would save on screen real estate.
  • This one is highest on my list - the ability to mass edit / assign tickets!
Nabin Poudel | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • TOPdesk is affordable and easy to use.
  • It has helped us to respond and minimize workspace problems.
  • It has allowed us to maximize employee productivity and satisfaction.
  • Extensive documentation on API's for integration with third-party services.
  • TOPdesk comes as a SAAS platform, so it cannot be hosted on a private server.
  • Takes a lot of time to customize the system and train employees.
  • Cannot be relied 100% for privacy of information.
John Glenn | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
  • TOPdesk has a great web interface that is always responsive.
  • The tracking information is second to none. It has a field for everything.
  • The integration with Azure AD is very easy to implement and work with.
  • The requirement to fill out certain fields before a ticket can be closed can be cumbersome. This could be a requirement for some organizations though.
  • The field mappings from Azure AD to user data could be a little more precise. Some of the fields just don't translate.
  • When setting up the system to intake emails as trouble tickets, it can be tricky when people reply after a ticket is closed. It will create multiple tickets from this.
Score 9 out of 10
Vetted Review
Verified User
  • Asset management.
  • Ticket creation.
  • Automation of processes.
  • Reporting.
  • My biggest issue is with the duplication of tickets and not being able to combine them.
  • Our implementation could have gone better.
  • It would be nice if the system could scan for assets and not rely on manual creation of assets.
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