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TOPdesk Reviews

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Score 7.4 out of 100
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November 20, 2020

TOPdesk as a spider in the web for IT service and facilities management

Timo Snijders | TrustRadius Reviewer
Timo Snijders
Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • The clear distinction in terms of modules and their functions, but you can easily link the different parts together.
  • Users are involved in the TOPdesk product. Much attention to customer wishes. Free webinars about new developments or the exploration of certain parts.
  • Easy to link to third-party applications.
  • Every version that has been released has been thoroughly tested and therefore there are few bugs in production.
  • Linking TOPdesk environment of customers and / or suppliers (Collaboration Center).
  • Due to the many functionalities of the modules, you sometimes [do] not see the wood for the trees. With Asset Management they are taking a step in the right direction.
Read Timo Snijders's full review
November 09, 2020

Nice product with room for improvement

Rob Slinger | TrustRadius Reviewer
Rob Slinger
Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • They are making good progress in developing API's for communication with other apps which is becoming more and more important. Also the development of a collaboration platform for easy connecting to other/customer (TOPdesk) systems is a positive move.
  • In our company we will build a extensive API configuration to communicate with MS Dynamics and we already have several connections with customers that gives a better user experience.
  • The events and actions module gives extra power to the system to overcome some limitations or automate manual actions.
  • We use this option for a lot of different activities. One is for a notification when a certificate or application license is almost expired but there are a lot more applications for this function.
  • Technical support department performs nicely and in a professional way.
  • Room for improvement is in workflows and in mandatory fields based on where you are in a proces. E.g. when closing an incident you have to be forced to check if you made the right decisions at registration time. Also skipping statuses is possible but not wanted.
  • On several places it would helpful if you could make more field dependent on what you chose in a earlier field. E.g. in the new asset management templates showing only the models of the brand you choose. Also a third level under category/subcategory is needed.
Read Rob Slinger's full review
August 31, 2020

TOPdesk: Customer-oriented ticketing for in-house maintenance

Bernd Fredriks | TrustRadius Reviewer
Bernd Fredriks
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • TOPdesk is simple to use for the creators of a ticket by the Self Service Portal
  • The input forms are easy to design and have not much possibility for fancy stuff. Therefore they keep it simple and it can easily be created and designed.
  • Process Flows can easily be modeled in TOPdesk by internal administrators.
  • By defining user groups and assigning specific operators or callers, the business process can quickly be created. For more complicated workflows there is a so-called Change Management Module. For designing process flows for this module training is recommended.
  • TOPdesk provides raw data reports that can be handled in Excel.
  • Pivot tables in Excel let you easily be in control of reports.
  • For application in the Scrum of Agile job assignment processes, TOPdesk offers the so-called Kanban board, which is very useful to show the overall status of tasks to be done.
  • Modeling more complicated workflows is difficult and could need the support of a consultant
  • Graphical output of Topdesk is very limited. Users mainly will rely on Excel as reporting tool, except for some basic graphs that are provided in your dashboard by Topdesk itself.
Read Bernd Fredriks's full review
December 14, 2020

A must-have for organizations that want to professionalize their help departments

Mark Coutinho | TrustRadius Reviewer
Mark Coutinho
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Making forms of standard routines.
  • Making overviews of activities made.
  • Integration with intranet (you have to set up that yourself though).
  • In the SAAS version the most usual Windows shortcuts don't work.
  • Using the TAB-key doesn't always work as you'd expect.
  • TOPdesk is not quite pro-active in advising/schooling in different not-so-many used modules.
Read Mark Coutinho's full review
November 11, 2020

Good supplier of good software with space for improvement

Rianne Willems | TrustRadius Reviewer
Rianne Willems
Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • [Register] incidents.
  • Logging.
  • [Register] products.
  • It would be nice if the status of a product can automatically change when they are registered to a product.
  • More layout options in ssp.
Read Rianne Willems's full review
November 02, 2020

A happy TOPdesk customer

Arjan Sip | TrustRadius Reviewer
Arjan Sip
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Collaboration.
  • Intuitive use.
  • Filtering to keep track of things.
  • Collaboration could be a bit smoother.
  • Some things are a lot of work to maintain (mails in the action module).
Read Arjan Sip's full review
October 02, 2020

TOPdesk used between multiple governments and IT departments

Robin Exoo | TrustRadius Reviewer
Robin Exoo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Software updates as a standard change for all steps to be taken
  • All employee changes between multiple organizations managed in 1 change
  • One place for all your questions
  • Reports about changes and incidents in one view
  • Easy report wizard for people who don't use TOPdesk daily
  • Bulk changes for IT hardware
Read Robin Exoo's full review
July 31, 2020

TOPdesk Review -- 10 years of TOPdesk

Jay Hamel | TrustRadius Reviewer
Jay Hamel
Score 9 out of 10
Vetted Review
Verified User
Review Source

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
July 29, 2020

TOPdesk is just the way to go in the current IT Environment!

Rob Hoogeveen | TrustRadius Reviewer
Rob Hoogeveen
Score 8 out of 10
Vetted Review
Verified User
Review Source

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.
Read Rob Hoogeveen's full review
July 29, 2020

TOPdesk, what's in a name?

Paolo Staal | TrustRadius Reviewer
Paolo Staal
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • The interface is well designed and through the years this has only improved.
  • Reasonably easy to customize for your own needs. The management of the application is not too complex.
  • Good and professional support from the TOPdesk support team.
  • I would like to see more functionality for TOPDesk reports. It is not possible to create a complete report with several indicators from different categories. It would be great if I just could combine everything into one big management report which I could send monthly (automatically).
  • Splitting the use for different departments in one TOPdesk environment is quite difficult. There are possibilities, but there can easily be cross contamination.
  • The SelfServiceDesk is quite basic (but functional). It would be great if you could enrich these with widgets to retrieve realtime information from your environment (like specific uptime or live service status from business applications).
Read Paolo Staal's full review
July 28, 2020

TOPdesk Review

Jeffrey Ing | TrustRadius Reviewer
Jeffrey Ing
Score 7 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Workflow Managments and uptime.
  • Easily create forms for any new self service desk. Fast implementation of new workflows.
  • Creating new users and archiving old users.
  • Customizing more complicated workflow with different external teams.
  • More options in creating more elaborate forms, adding pictures for example.
  • more integration options for Azure, we currently cannot integrate fully with azure and manually upload everytime we create a new user.
Read Jeffrey Ing's full review
July 28, 2020

TopDesk is Great

Kimberly Wamble | TrustRadius Reviewer
Kimberly Wamble
Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • An employee is able to enter an IT problem or communication request in TopDesk.
  • IT then receives the ticket and services it appropriately.
  • We looked at using it as a project management system but found that it was more cumbersome for the novice user than some other systems that we looked at.
Read Kimberly Wamble's full review
July 28, 2020

TOPdesk is the first thing I open in the morning...so it's on the top of my list on my desktop.

Randy MacFarland | TrustRadius Reviewer
Randy MacFarland
Score 7 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • The ability to customize it.
  • Ability to access anywhere there is an internet connection.
  • Cost.
  • Support is really good. I had an issue where tickets were deleted and they were able to restore our company to a test envoirment so I could re-create them at no 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.
  • Emailing us if it's down versus us calling support or checking their status page.
Read Randy MacFarland's full review
August 12, 2020

Already for 10 years a happy topdesker

Wil Kuijpers | TrustRadius Reviewer
Wil Kuijpers
Score 8 out of 10
Vetted Review
Verified User
Review Source

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
August 05, 2020

TOPdesk: a movement of service.

Bas Verschuren | TrustRadius Reviewer
Bas Verschuren
Score 9 out of 10
Vetted Review
Verified User
Review Source

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
July 29, 2020

Museum multi-department TOPdesk review

Peter Reus | TrustRadius Reviewer
Peter Reus
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Feedback to the employee is very flexible
  • Ease of use
  • SAAS application, available anywhere, anytime
  • Way of editing feedback email is in HTML, what can be a pain to edit for some
Read Peter Reus's full review
August 10, 2020

TOPdesk is TOPs in the field of Helpdesk/Knowledge Base systems.

Anonymous | TrustRadius Reviewer
Verified User
Score 10 out of 10
Vetted Review
Verified User
Review Source

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.
Read this authenticated review
November 02, 2020

Good incident management and CMDB solution

Anonymous | TrustRadius Reviewer
Verified User
Score 7 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Gives a clear, configurable overview of open incidents.
  • Has an easy-to-use self-service facility.
  • Ability to create KPI based reporting.
  • Azure SSO connector is cumbersome to configure.
  • Office365 mail import configuration requires way too much permissions on your mail environment.
  • UX can be improved.
Read this authenticated review
October 02, 2020

TOPdesk is the essential tool for a smoothly-run customer service department

Anonymous | TrustRadius Reviewer
Verified User
Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Registration and management of 1st/2nd line incidents.
  • Asset management.
  • Customized and automated emails.
  • Mobile access (the functionality is limited).
  • Reporting.
Read this authenticated review
August 24, 2020

TOPDesk - The right tool to get the job done

Anonymous | TrustRadius Reviewer
Verified User
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Very easy to use, it's rather self-explanatory.
  • Default it offers a lot of functionalities, like Plan Boards, Task Boards, Time Registration, Knowledge Management, Contract Management etc. and one can choose to use it (or not to use it, if it's not needed).
  • Very configurable so that you can set up your organizational needs very well.
  • Easily differentiate between private and public remarks for internal / external communication.
  • Can't name any real Cons for the system. There will always be some small improvements which would be nice to have, but in general, everyone should be able to get up and running in no time and reap the fruits of being able to track issues decently.
Read this authenticated review
July 31, 2020

Introducing TOPdesk in a sales environment

Anonymous | TrustRadius Reviewer
Verified User
Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Easy to understand end-user interface (both internal as well as self service portal)
  • Easy to configure / maintain
  • Easy to add new developed features to your SAAS platform (marketplace)
  • Easy import facility to do relative simple data imports for base entities
  • Search for specific data in your recorded interactions (both internal as well as from the self service portal)
  • Increasing workflow automation possibilities using APIs
  • Using custom fields in your SSP web forms. Currently, every field you enter (despite some standard ones like objects, contact details, category, short description,...) is stored in the request field. This makes it difficult for further process this data using HTTP actions.
  • Plugin to push planned tasks to outlook is difficult to setup. Take a look at Salesforce.......
Read this authenticated review
July 31, 2020

TOPdesk review

Anonymous | TrustRadius Reviewer
Verified User
Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • With the help of the topdesk, the projects, incidents and changes are billed to the customers
  • At the moment we have an improvement that we first have to make that already is already offered by the topdesk in functionality but it lacks time and know how to further refine and fine-tune this.
Read this authenticated review
July 28, 2020

TOPdesk as single tool to service the organization!

Anonymous | TrustRadius Reviewer
Verified User
Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Single source of data for administrative purposes
  • Quick tickets are real time savers!
  • Showing relations between objects.
  • No WYSIWYG editor, real pain in the ass.
  • Building configurations of different objects can consume relatively a lot of time
  • Search engine can be optimized
Read this authenticated review

TOPdesk Scorecard Summary

Likelihood to Recommend (264)
7.4
Likelihood to Renew (33)
8.2
Usability (22)
8.6
Availability (6)
8.9
Performance (6)
8.1
Support Rating (126)
9.0
In-Person Training (1)
7.3
Online Training (1)
6.4
Implementation Rating (12)
7.3
Product Scalability (6)
7.8

Feature Scorecard Summary

Organize and prioritize service tickets (126)
8.6
Expert directory (83)
7.1
Service restoration (79)
7.9
Self-service tools (116)
8.7
Subscription-based notifications (87)
8.0
ITSM collaboration and documentation (95)
8.2
ITSM reports and dashboards (101)
7.4
Configuration mangement (99)
7.6
Asset management dashboard (84)
7.1
Policy and contract enforcement (70)
8.3
Change requests repository (97)
7.6
Change calendar (80)
6.9
Service-level management (80)
7.6

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.
Categories:  Facility Management,  IT Service Management (ITSM)

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.

TOPdesk Integrations

Snow License Manager, QlikView, Qlik Sense, Lansweeper, Nagios Core, The Okta Identity Cloud, Microsoft Azure, OneLogin, Microsoft System Center, Microsoft BI (MSBI), Microsoft Dynamics 365 Business Central (formerly Dynamics NAV), Skype for Business (formerly Lync), Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), BeyondTrust Remote Support (formerly Bomgar), Microsoft System Center Configuration Manager (SCCM), Ivanti IT Asset Management Suite (formerly LANDESK IT Asset Management Suite), Ivanti Endpoint Manager (formerly LANDESK Management Suite), RES Service Automation, Microsoft Active Directory, UMRA Access & Identity Management, Mavim Rules, ISM

TOPdesk Competitors

TOPdesk 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