TOPdesk

TOPdesk

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TOPdesk

Overview

Reviews

TOPdesk good program - needs a few tweaks

8
TOPdesk is currently being used by our Facilities Operations and Project Management teams. It is helping us streamline operational and …
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4 Month in Review of TOPdesk!

8
We are still in the middle of implementing everything we want to in TOPdesk, but we use it for IT ticket tracking, asset tracking …
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TOPdesk: At the TOP of the Game

10
When our previous ticketing system reached its end of life, we determined that the Facilities and Information Technology departments would …
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Very good fit for a global non-profit

9
TOPdesk is used across the entire organization to manage IT incident and service request tickets. It is also used to manage tickets for …
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TOpdesk rating

10
TOPdesk is used througout the whole organisation. It supports all departments which deliver end-user processes regarding IT, HRM, …
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A happy TOPdesk customer

9
TOPdesk helps our Managed Services department with delivering proper services to our customers. We keep track of our contracts, tickets …

TOPdesk Review -- 10 years of TOPdesk

9
We use TOPdesk for incident, change and asset management internally and also for our B2B customer base. It gives us a central location to …
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Popular Features

View all 13 features

Organize and prioritize service tickets (141)

8.7
87%

Configuration mangement (111)

8.6
86%

Self-service tools (130)

8.2
82%

ITSM reports and dashboards (115)

7.8
78%

Reviewer Pros & Cons

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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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What is ServiceNow IT Service Management?

ServiceNow is a fast-growing service management provider that went public in 2012. Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and…

Features Scorecard

Incident and problem management

8.1
81%

ITSM asset management

8.3
83%

Change management

7.8
78%

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 Competitors

TOPdesk Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)5%
Mid-Size Companies (51-500 employees)55%
Enterprises (more than 500 employees)40%

TOPdesk Technical Details

Deployment TypesOn-premise, SaaS
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

Alternatives

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Frequently Asked Questions

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.

What is TOPdesk's best feature?

Reviewers rate Organize and prioritize service tickets highest, with a score of 8.7.

Who uses TOPdesk?

The most common users of TOPdesk are from Mid-size Companies and the Information Technology & Services industry.

Reviews

(1-25 of 141)
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Nabin Poudel | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • 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
Review Source
  • 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.
Dustin Fawver | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • 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 9 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Extremely easy to configure and [customize] for our own needs
  • Outstanding customer support -always very friendly, knowledgeable and prompt to respond
  • Very versatile and can be adapted to suit a very diverse range of teams -it's not just for IT!
  • The self-service portal works well but is not as [customizable] as it could be
  • The 'out of the box' nature of the product makes it very easy to configure but this can sometimes lead you down a path that you don't always want to follow. However the benefits vastly outweigh the negatives
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • 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!
Sai karthik Satyavarapu | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • ITSM
  • Kanban Board
  • Asset Management
  • API integrations
  • SLA management
  • Creating reports can be imroved its little bit confusing.
  • he events and actions modules are sometimes frustrating especially when triggers do not work.
  • The change process is confusing and requires regular guidance. It is pretty expensive. The installation process is quite tough
  • It does not allow users to update their profiles with additional details such as education, contact numbers, and links from social media forums.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • 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
Review Source
  • 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 8 out of 10
Vetted Review
Verified User
Review Source
  • 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
Review Source
  • 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.
March 08, 2021

TOpdesk rating

Jantien Strijland | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Very user friendly
  • Complete
  • Supporting all kind of processes within a company for services to personel and customers
  • Key-point more clearly all too quickly changing options and possibilities
  • Support more information about How best to implement processes
  • More levels on Categorisation
  • Extended functions in Forms + .PDF creation/Fill in
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Timo Snijders | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Rob Slinger | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Robin Exoo | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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
Jay Hamel | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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
Review Source
  • 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.