TOPdesk Reviews

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Score 7.9 out of 101

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Roel Assenmacher profile photo
Score 9 out of 10
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Pros and Cons

  • 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.
Read Roel Assenmacher's full review
Bas Verschuren profile photo
Score 9 out of 10
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Pros and Cons

  • 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.
Read Bas Verschuren's full review
No photo available
Score 8 out of 10
Vetted Review
Verified User
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Pros and Cons

  • Cross-referencing tickets is easy by just typing the incident number.
  • There are many reports available out of the box.
  • Single Sign-On using SAML makes it easy and safer to log on.
  • Almost inherent in these products is the sheer volume of forms. TOPdesk doesn't make it easier compared to other products (but also not harder)
  • Probably the version we use (on-prem), but there is a firefox issue where the "x" (lower case) key does not work in the actions field. The capital works fine.
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Jason Barker profile photo
Score 10 out of 10
Vetted Review
Verified User
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Pros and Cons

  • 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.
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Edith Baijens profile photo
Score 9 out of 10
Vetted Review
Verified User
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Pros and Cons

  • TOPdesk Lite is easy to implement.
  • The Dashboard shows at a glance how many calls are open, which categories these calls relate to and how the calls are received.
  • In addition, there is a multitude of reports available to help you find out for yourself what you would like to know from your data.
  • The mail import functionality saves a lot of work: by sending all calls to one email address, they are automatically imported into TOPdesk Lite.
  • One of the improvements I would like to have is the ability to make my own reports in TOPdesk Lite. At the moment I can use (quite a number) of pre-defined reports. But for the report I really want, I still have to export the data to Excel and create in Excel my TOPdesk report.
  • For Topdesk Lite, I would like to have the possibility (at the start) to do the import of old calls that were registered in another system (or in Excel, in my case) myself. The only way it can be done now is to let Topdesk do/make the import itself (and this means extra costs). Also, the template for People (Pesonen) could do with more instructions.
Read Edith Baijens's full review
Marcio Vizoli profile photo
Score 9 out of 10
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Pros and Cons

  • Ease of use: TOPdesk has intuitive interfaces, you find everything you need without problems.
  • Another positive point, and this I believe to be unanimous among its users, is the quality of the self-service portal. It is fantastic if you manage to insert a good database and knowledge, this will help in cases of small problems where the client will quickly find the solution and they don't need a call, saving the time of the support and relationship team.
  • Another point I like about TOPdesk is its constant upgrades. this shows that the development team remains committed to bringing improvements to the customers of the product.
  • The TOPdesk support and customer relationship team are incredible, they are solicited and provide quick service to any problem you have with the product.
  • I would like the form designer that comes integrated with TOPdesk to be improved, not that it is horrible or something that can not be used, but it would be interesting if it was given more resources that would allow you to make forms that are not so basic and limited.
  • The process of installing TOPdesk is somewhat complex. I think it could be more intuitive, although if you have a serious problem with it, their technical support offers great support and accompanies you throughout the installation process.
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Peter Scantland profile photo
Score 8 out of 10
Vetted Review
Verified User
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Pros and Cons

  • Consulting approach to implementation
  • Ease of use
  • always on (Cloud)
  • System is made up of modules which is good for the scalability, however, there is duplication of configuration effort if you have many of the modules. Ie. L1 and L2 tickets require all actions and events to be duplicated if they are the same.
  • Survey module might be better suited as an integration with market leader engine.
  • SSP forms could be more flexible if they were HTML capable to provide users a better UI
  • Enable the ability to import and export forms, templates, configurations via a customer marketplace. We could upload a good template or rule and other customers could down load it and use it (with a few configuration changes)
  • Knowledgebase articles could be HTML capable for improved user UI. Allow users to subscribe to KB articles and social media.
  • Allow users to update their user profiles with additional details (ie cell #, social media links, education, courses etc.)
  • Add education and training/courses to user profiles. This could provide organizations the ability to manage training.
  • Add task management. Not everything is a ticket. Many department activities that are requested or managed do not need to be a support ticket. Often meetings generate tasks that could be added to Topdesk. A task could be attached to an operator with task name, description, due date, perhaps even a checklist. Then email templates can be added to notify the requestor when complete.
  • Project module is lacking some of the basic details and metrics found in portfolio management (budget, summary, start date, target date, expenses, assets, time management). Project templates could be improved.
  • Could use a time and expense management. Expenses, time by ticket, project, task and/or a simple timesheet and expense sheet for approvals.
  • Finish the Asset modules to eliminate working with 2 asset modules.
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Dan Moncion profile photo
Score 8 out of 10
Vetted Review
Verified User
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Pros and Cons

  • Change management request for cell phones with dual approval.
  • Change management request for VPN access with dual approval.
  • Inventory control with TOPsis scan.
  • More customizing flexibility in the SSP... ex.: iFrames.
  • All change management approval process visible within the SSP during manager approvals.
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Jay Hamel profile photo
Score 10 out of 10
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Pros and Cons

  • 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.
Read Jay Hamel's full review
Randy MacFarland profile photo
Score 7 out of 10
Vetted Review
Verified User
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Pros and Cons

  • The ability to customize it.
  • Ability to access anywhere there is an internet connection.
  • Cost.
  • Maybe a little easier to customize.
  • Fix the Canadian phone support number. I called a few times and it just rings and rings.
  • Be able to drag and drop a pic into the comment area while updating a ticket.
Read Randy MacFarland's full review
No photo available
February 18, 2019

TOPdesk? Simply the best.

Score 8 out of 10
Vetted Review
Verified User
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Pros and Cons

  • Registration of incidents is very easy and doesn't take a lot of time. By pre-configuring options for the registration process, you can add a first or second line incident very quickly with all the information needed for the person who is going to solve the problem.
  • Registering new hardware is simple and goes very quickly. For example, adding 100 new laptops (all the same model of course) is done in a few minutes time. Just add one complete new item and after saving this item you can copy 99 more. Just change the serial number and your ready.
  • If anything goes wrong with the program, or you just simply do not know how to register something or how a certain list has to be made, you can just call or e-mail the TOPdesk tech department and they will help you get on your way again.
  • I really cannot think of anything that I miss or would like to improve on TOPdesk. Every update or new version has the right tweaks so you do not have to learn the program all over again and this is a big plus.
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Lode Bruyninckx profile photo
Score 8 out of 10
Vetted Review
Verified User
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Pros and Cons

  • Very good incident management tool. Within one year we will be using this for almost all our departments to manage their incidents and questions.
  • Good Change Management Tool. From the incident management module we can start change management for some issues with a nice workflow beyond it.
  • The Self Service Portal is for the users an archive for a lot of procedures, users can manage their own call, questions etc. And because we are gonna use TOPdesk for HRM and Payroll all our employees will have an account and we will all be speaking the same language.
  • Because we are using the new Topdesk version just for a short time it is difficult to answer this question.
  • We will be evaluating the application all the time and will communicate any missing functionality with Topdesk.
Read Lode Bruyninckx's full review
Pieterjan vanderWerf profile photo
Score 8 out of 10
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Verified User
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Pros and Cons

  • It is a easy to use tool, with many out of the box standard utilities which help defining the IT process.
  • The CMDB module is a great way of keeping sight of hardware en software. We use it for creating reports and keeping track of our items.
  • The change process is very comprehensive and can be used for different types of workflows.
  • For us the change module is to comprehensive, and we use it only in a light form.
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Martin 't Hart profile photo
Score 10 out of 10
Vetted Review
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Pros and Cons

  • Incident management and following up. The knowledge base is very helpful for us to look back to previous issues and to know what the solution was.
  • We like the plan board so much - it is easy and native.
  • Contract management is helpful for us to know when contracts are ending and with the e-mail warning, we are able to extend the contract before the contract is overdue.
  • Sometimes the interface is a bit confusing as there are parts in ettings management and other parts in the module management.
  • Here in Rwanda internet is not stable, so when there is a short hick-up the connection has been lost and will not come back automatically
Read Martin 't Hart's full review
Dana Matthes profile photo
July 09, 2018

Review of TOPdesk

Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • The signaling system is outstanding. Everybody can work with it. It is clear and easy to use. Information can never be lost.
  • The new knowledge system works really well. Colleagues are able to search for items. The connections between several items make it all easier.
  • The variety of possibilities and connections between items is very nice.
  • Some features within the knowledge database could improve. Such as layout possibilities, inserting images (quite difficult), search possibilities (does not search for half words for example).
  • We would like to have more flexibility within the system. For example, we would like to be able to determine which items are obliged within the reservation module.
  • The possibility for more 'open' courses at TOPdesk would be nice. I would like to follow some courses, but most are for a team internally. I'm alas alone.
Read Dana Matthes's full review
Robert van Geenen profile photo
Score 10 out of 10
Vetted Review
Verified User
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Pros and Cons

  • It's very easy for users to log calls.
  • The knowledge base is a very powerful tool to assist in self-service.
  • Since TOPdesk is based on ITIL it's very easy to grasp how the individual modules relate to one another.
  • Insightful reports are relatively easy to set up.
  • The ability to use a smartphone (or even tablet) to scan a barcode or QR-code to log a call relating to that asset would be a great improvement.
  • When logging a call, the user could benefit from instant suggestions taken from the knowledge base.
  • Integrated chat w/ internal support staff would be a nice feature.
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Dennis Schanschort profile photo
October 30, 2018

Great stuff!

Score 8 out of 10
Vetted Review
Verified User
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Pros and Cons

  • Registering incidents (quick and complete)
  • Monitoring status incidents
  • Reports and overviews of incidents (for management)
  • Sometimes hard to find incidents and other items, also regarding to the configuration
  • Complicated menu structure
  • Hard to understand the process flow
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Rob Hoogeveen profile photo
Score 8 out of 10
Vetted Review
Verified User
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Pros and Cons

  • It creates a very plain system wich is easy to understand for the employees.
  • The amount of features within TOPdesk makes the sky unlimited. It is so advance that there simply isn't a "no" when you want something done in TOPdesk.
  • On the management side, it's pretty hard to find and edit specific items if you don't know where to find it. It could be a bit more organized and easy for people who have to manage TOPdesk in their environment.
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Ricardo Groen profile photo
Score 8 out of 10
Vetted Review
Verified User
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Pros and Cons

  • TOPdesk provides insight into and an overview of the status of service and support calls. This gives us a good insight into whether we comply with the agreed service contracts with our customers.
  • TOPdesk has an easy to operate and clear service portal for our customers.
  • We use TOPdesk for the distribution of new software and firmware to selected customers. We also use TOPdesk to share knowledge with our dealers. TOPdesk is a perfect medium for Inepro for this purpose.
  • Keeping track of the time per incident is easy, so employees are not hindered from keeping track of this.
  • An incident on which many mutations have been made, loses a clear overview. Reports can no longer be seen completely and clearly on the screen.
  • Recognition of equal or similar incident reports could be improved.
  • We missed good interaction with modern communication tools such as WhatsAPP.
Read Ricardo Groen's full review
Robin Boelen profile photo
Score 8 out of 10
Vetted Review
Verified User
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Pros and Cons

  • Preserve a timeline for every item in TopDesk. From a piece of hardware to my users. I can view and track their history
  • It helps me with keeping my documentation up to date and offers me a central medium to store all relevant information
  • It keeps me informed on our workload
  • It took me a while to find my way trough TopDesk. It could be a bit more intuitive.
  • Beter support for using Multiple tabs in your browser
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Wil Kuijpers profile photo
Score 8 out of 10
Vetted Review
Verified User
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Pros and Cons

  • User-friendly graphical interface
  • Good reporting tool
  • Possibility to build a knowledge base for FAQ
  • We are not using all of the modules, so I would like to be careful with comments. Maybe some functions are available in other modules
  • CSM functionality
Read Wil Kuijpers's full review
Niels Jan Bruggenkamp profile photo
Score 8 out of 10
Vetted Review
Verified User
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Pros and Cons

  • Keeping track of issues and changes
  • Searchable Knowledge-base
  • Trend Analysis and Team Performance
  • Workflows
  • Direct copy and paste of images from the clipboard into the action fields. Topdesk currently only supports image uploads, which is really annoying when writing documentation and registering issues.
  • Reporting should receive a graphics overhaul. Current reports are graphically very unattractive.
  • A separate module for IT documentation like done on the competing platform IT-glue with a super secure option to store sensitive information would be a great addition.
  • Team-management with visual OKR support (teamwork distribution) as done on the competing platform Weekdone would be great!
Read Niels Jan Bruggenkamp's full review

Feature Scorecard Summary

Organize and prioritize service tickets (108)
8.3
Expert directory (72)
7.0
Service restoration (66)
7.5
Self-service tools (99)
8.5
Subscription-based notifications (75)
7.7
ITSM collaboration and documentation (83)
7.7
ITSM reports and dashboards (87)
7.0
Configuration mangement (87)
7.1
Asset management dashboard (76)
7.7
Policy and contract enforcement (62)
7.1
Change requests repository (82)
7.7
Change calendar (72)
6.8
Service-level management (70)
7.8

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 Impact™ Of TOPdesk Enterprise is an October 2016 commissioned study conducted by Forrester Consulting on behalf of TOPdesk. For more information: page.topdesk.com/tei

TOPdesk Integrations

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

Pricing

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

Consumers
0%
Small Businesses (1-50 employees)
5%
Mid-Size Companies (51-500 employees)
55%
Enterprises (> 500 employees)
40%

TOPdesk Support Options

 Free VersionPaid Version
Phone
Live Chat
Email
Social Media
Video Tutorials / Webinar
Forum/Community
FAQ/Knowledgebase

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