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.,17,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.,9,Well, when you deal with consumers and they face some problem or difficulty, they want a quick solution, otherwise, they let themselves be customers. TOPdesk helps us with this by keeping the customer satisfied and "faithful" with our company. TOPdesk's self-support portal also helps us by popping up a lot of the time and supporting relationship team expenses.,KronoDesk and Zendesk,10The ECNO Shared Technology Services team uses TOPdesk as a one-stop ticket management and queue system for both our internal processes via Change Management, and for our external clients at 33 different school boards to enter support requests for our products and services. It provides both real-time monitoring of our current support requests shared between a team of 3 remote technicians, and allows historical data to be stored and accessed by both our clients and internal teams.,5,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.,10,TOPdesk has provided ROI of allowing our team more freedom to solve larger problems by directing users to Self-Service solutions through TOPdesk's self-service portal. The clear delimination of work status on tickets allows our team greater efficiency to collaborate on solutions and issues. By updating support requests and being able to update either just the assigned technician or updating the user on the steps to attempt. The Self-Service nature of ticket entry helps the members of our 33 different school board clients direct their tickets down specific pathways to either a solution, or allows us to direct the tickets to the team/technician responsible for the issue for a quicker resolution and less ticket churn between different teams.,JitBit Help Desk,9After 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!,,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.,8,It will allow us to change the IT culture towards service centric and project centric approaches. Dramatically improve self-service We should be able to do more, more quickly.,ServiceNow and Cherwell Service Management,9,3,Manage IT requests - never lose anything Manage staff workload Self-service for users,Non-IT departments responses to tickets and provide updates with being an operator,Asset management, cost tracking, contract tracking HR user onboarding and off-boarding Implement single Point of Contact Operator training and education/course management,9,SolarWinds N-central, LastPass, Microsoft 365 Business,Yes,Price Product Features Product Usability Product Reputation Positive Sales Experience with the Vendor,We had a very detailed evaluation process with manage parts and a 8 hour vendor demo. If I had to do this again I would be more specific on the detailed features we were hoping for.When fully implemented, TOPdesk will be used across my whole organization. It will be primarily used to manage ticketing (help desk, maintenance, etc...), as well as to provide a nice front-end for the user community. We also hope to implement the project management and change control modules in the near future.,,Provides a very nice front-end interface for the end-user community. Provides a thorough web-based interface for the operators (back-end technicians). Provides a great deal of flexibility concerning the organization of operators into groups, as well as delegating very granular control over what they can/cannot do in the operators interface.,The inventory system - while boasting some cool features such as historical modifications to a system - suffers from one core issue: It is very easy to introduce duplicate records into the system and lose connections between PCs and other objects (licenses, users, support tickets) due to TOPdesk's use of the host name as the primary key in their database. The AD import system is not properly fleshed out, and requires extensive modifications by TOPdesk before it will work. For instance, it won't pull in any addressing information for any of your users by default. It will also pull in blank entries if an account lives in the OU structure you're scanning and that account has a manager whose account lives outside the OU structure in question. Likewise, similar blank entries can be created if an Exchange contact is set as the manager of a user account within your OU. The knowledgebase is decent, but it lacks [A] any real formatting (no numbered or bulleted lists, making procedures difficult to write) and [B] granular control over who can do what (if you give someone in HR the ability to write/edit knowledgebase articles, they also have access to all the IT knowledgebase articles). I believe TOPdesk will be improving this approach in the future, but nothing yet. The trigger/action system (handles all email notifications) is very difficult to set up. It's a powerful system in that you can compose highly customized emails, but without any sort of basic guide or templates it's a very steep learning curve to get working. In my own system I have nearly 40 triggers and nearly 70 actions just to handle who should get what, and it took months to set up - a core reason it took so long to roll out the product. These triggers are not well documented either, so many of them require trial and error to the nth degree. Some aspects of the system are inherently broken. For instance, you can create a trigger to trip whenever someone posts a comment to a ticket, then have an action set up to email all the linked users of a ticket. But if there aren't any linked users then the operator gets a post-comment prompt asking who they want to send the email to, instead of the system being smart enough to know that it shouldn't try sending the email at all. Linked users have no visibility into someone else's ticket. This is odd, because TOPdesk has enabled this feature for [A] users of the same location (where it isn't always applicable) and/or [B] users of the same department (where again, it isn't always applicable). What TOPdesk should do is give *ANY* linked user the ability to see another user's ticket via the self-service portal, but they haven't done this. The result would be a linked user getting an email notification for a ticket which they don't have visibility on, resulting on additional emails back and forth looking for information. On a related note, the two existing visibility options listed above (location-based and department-based) can introduce security holes. Consider a handful of users at a single location or within a single department, then consider that two or three of them are basic users, then there is an assistant manager, and finally there is a manager above everyone. You can easily give the manager visibility of all of his/her subordinates' tickets, but if in order to give the assistant manager visibility over his/her subordinates, you must also give him/her visibility to the manager's tickets. The mobile operators site restricts ticket visibility to only [A] an operator's own tickets and [B] unassigned tickets within that operator's group. So if you have a 10-person support team with a single manager, then as soon as the manager assigns at ticket to one of his/her techs, the manager loses visibility of the ticket. This is especially problematic if you have a manager working in the field on a mobile device 100% of the time (as I do). The only way for the manager to see all tickets is to simply not assign them to anyone, a pretty dumb approach to a problem introduced as part of a poor design choice. As a general rule, TOPdesk has introduced many great ideas, but they are often burdened by the singular approach the TOPdesk designers have taken. As stated above, yes, you have an inventory, but it's borderline unusable because of their choice of primary keys. Or yes, you can link multiple users to a single ticket, but they can't actually SEE the ticket. Or an operator can use the mobile website, but they can't SEE tickets assigned to other members of their team within the mobile website. Things like that. And the most frustrating element is that when you bring these points up their response is almost always 'Why is that a problem?', or 'Why would you want to do it that way?', or something similar which avoids confronting the design issue head on in favor of putting the onus on the customer to justify why something should work the way it works in countless other help desk applications. Don't get me wrong - TOPdesk is a very decent product and has the potential to be GREAT - but after 8 months of prepping before we turned it on, it didn't surprise me in the least that so many individuals (operators) in our organization reported problems and frustrations with it. UPDATE: Since my first review we have upgraded TOPdesk to the latest version and found several previous problems have been fixed (so they no longer appear in this review). One such example was documents attached to KB articles, which show up out of alphabetical order (still a problem), but which previously were not returned during searches. They now are, making the misordering of the files not much of a problem any longer. The point is that TOPdesk is always improving their products, and this gives me great hope going forward that our satisfaction with it will only grow.,6,Very negative in terms of the amount of time spent just getting the product ready for implementation. As stated earlier, the prep to get the system ready took about 8 months, and now that we're live we're still fixing AD import issues and not using the inventory system due to its poor implementation. Can't speak to any positive ROI yet because we're not live, though I expect that the knowledgebase will be of some help.,ServiceDesk, Samanage, Zendesk and ServiceDesk Plus,7We originally implemented TOPdesk as a join venture between IT Services and our Estates and Facilities department. Both departments were using separate systems prior to TOPdesk. Since then we have also been able to include 3 others areas of the University as users of TOPdesk. Primarily it is used for call/issue management but we also make use of the change management, asset and property management features. Very soon we are looking to implement the Survey Module. TOPdesk has enabled us to have a more consistent experience for issue management across the areas which are using it. This includes a more streamlined way to pass calls between different areas of the University and track progress. Use of the other features such as asset and property management has allowed us to more tightly couple this data against call data and avoid having to manage them in disparate systems.,9000,Self-service Portal is very good, particularly with the latest version. If you populate the knowledge base well, users can often find the help they need before needing to raise a call Escalation and routing of calls is very straightforward which allows the operators to work efficiently when dealing with calls Separation of different teams within TOPdesk works very well so that they can manage their own calls without seeing each others,The tools for configuring events and actions need improving, especially the tool for events which, whilst very powerful, is cumbersome to use when configuring event criteria The built-in form designer within TOPdesk is adequate but could do with better features to allow for more dynamic forms. It would also benefit from being able to post data to custom fields rather than just into the Action box. There is quite a step up between the built-in form designer and the custom XFG form engine which is the only other solution which TOPdesk provide Asset management could do with some improvements as it can be a little inflexible when needing to customize the data being held as well as build processes around it,8,We have been able to provide a more streamlined experience for staff and students when raising issues We have been able to replace 3 previous separate systems with TOPdesk and are looking to replace a 4th in the near future by using some of the TOPdesk features We have had to use quite a bit of staff time to configure and support TOPdesk which was not expected. Ideally it requires someone with dedicated time to administer which we did not take into account when implementing,9

TOPdesk Reviews

Score 7.9 out of 10

Do you work for this company? Manage this listing

Do you use this product? Write a Review

April 11, 2019

Lesli is very happy with TOPdesk Lite!

Edith Baijens

Application Administrator (+)

Lesli Living B.V.Wholesale, 51-200 employees

Score 9 out of 10

Vetted Review

Verified User

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

July 17, 2019

TOPdesk: a movement of service.

Bas Verschuren

Service Engineer

ActemiumIndustrial Automation, 201-500 employees

Score 9 out of 10

Vetted Review

Verified User

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

March 21, 2019

TOPefficiency with TOPdesk

Marcio Vizoli

Analista de sistema

ExpediaLeisure, Travel & Tourism, 10,001+ employees

Score 9 out of 10

Vetted Review

Verified User

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.

Read Marcio Vizoli's full review

February 07, 2019

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

Jason Barker

Technical Analyst

ECNOEducation Management, 11-50 employees

Score 10 out of 10

Vetted Review

Verified User

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 Jason Barker's full review

February 13, 2019

Customer sherpa can get you there, a journey together.

Peter Scantland

ICT Infrastructure Manager

Upper Grand District School BoardEducation Management, 1001-5000 employees

Score 8 out of 10

Vetted Review

Verified User

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.

Read Peter Scantland's full review

February 08, 2019

Great product for ease of implementation, but back-end customization can be limited.

Dan Moncion

Technician

Le Collège BoréalHigher Education, 501-1000 employees

Score 8 out of 10

Vetted Review

Verified User

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.

Read Dan Moncion's full review

February 07, 2019

TOPdesk Review -- 10 years of TOPdesk

Jay Hamel

Sr. Vice President & C.O.O.

Line One Contact Centers Inc.Information Technology and Services, 11-50 employees

Score 10 out of 10

Vetted Review

Verified User

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

February 05, 2019

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

Randy MacFarland

Systems Administrator

Sceptre Investment CounselFinancial Services, 11-50 employees

Score 7 out of 10

Vetted Review

Verified User

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

October 09, 2018

Topdesk upgrade succesfull at Thomas Regout International B.V.

Lode Bruyninckx

ICT Teamleader

Thomas Regout International B.V.Mechanical or Industrial Engineering, 201-500 employees

Score 8 out of 10

Vetted Review

Verified User

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

August 30, 2018

TOPdesk helps to organise your IT department

Pieterjan vanderWerf

Senior medewerker gebruikersondersteuning ICT

NatuurmonumentenNon-Profit Organization Management, 501-1000 employees

Score 8 out of 10

Vetted Review

Verified User

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.

Read Pieterjan vanderWerf's full review

November 14, 2018

TOPdesk a TOP application for ITSM processes

Martin 't Hart

ICT Adviseur voor de Anglicaanse kerk in Rwanda

GZBReligious Institutions, 51-200 employees

Score 10 out of 10

Vetted Review

Verified User

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

October 30, 2018

Great stuff!

Dennis Schanschort

Functioneel applicatie beheerder

SRK RechtsbijstandLegal Services, 201-500 employees

Score 8 out of 10

Vetted Review

Verified User

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

Read Dennis Schanschort's full review

October 08, 2018

Already for 10 years a happy topdesker

Wil Kuijpers

Informationmanagement in public health

Stichting Informatie Voorziening ZorgHospital & Health Care, 1-10 employees

Score 8 out of 10

Vetted Review

Verified User

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

September 19, 2018

Topdesk a must do

Frans Kool

Hoofd ICT

Hogeschool IPABOEducation Management, 51-200 employees

Score 9 out of 10

Vetted Review

Verified User

Pros and Cons

Servicedesk ticketing
ITIL based
IT calls
Change management
Reservation system

User management
Administration tasks

Read Frans Kool's full review

February 18, 2019

TOPdesk? Simply the best.

Verified User

Professional in Information Technology

Health, Wellness and Fitness Company, 201-500 employees

Score 8 out of 10

Vetted Review

Verified User

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.

Read this authenticated review

November 23, 2018

TOPdesk review

Verified User

Professional in Information Technology

Civic & Social Organization Company, 51-200 employees

Score 9 out of 10

Vetted Review

Verified User

Pros and Cons

The Self Service Portal is very powerful and easily customized with forms. Also getting results from within the knowledgebase while typing the subject of a new call, prevents some users from submitting a new call, because they already found the solution to their issue.
Intuitive interface for the Self Service Portal and the operators. TOPdesk is not difficult to use.
Inegration between the different modules in TOPdesk. For instance: an incident can easily be promoted into a change.

The Self Service Portal can use some more customizability. It would be great if it would be possible to drag and drop certain modules on different places on a (sub)page. For instance the location of knowledge items of major incidents and field with just text.
KPI's could be better. For instance a KPI that could trigger on the percentage of calls that have gone past their target date. Absolute number don't work in all situations.

Read this authenticated review

November 23, 2018

TOPdesk as a service desk tool

Verified User

Administrator in Information Technology

Construction Company, 11-50 employees

Score 7 out of 10

Vetted Review

Verified User

Pros and Cons

TOPdesk is very good in automating emails.
All user questions can be routed through TOPDesk.
Powerfull CMDB.

Ease of editing the CMDB.
Mailing updates to customers with a one click button (though that might be a local (lack of) configuration).
Timer for working on tickets.

Read this authenticated review

September 28, 2018

Smooth transition from on premise servers to SaaS

Verified User

Program Manager in Product Management

Information Technology and Services Company, 51-200 employees

Score 9 out of 10

Vetted Review

Verified User

Pros and Cons

Incident management
Custom made portals and web interface
Reporting and monitoring

A public web - space or forum without the need for login would be a welcome addition.

Read this authenticated review

December 02, 2018

Perfect tool for small and medium size businesses

Verified User

Team Lead in Information Technology

Pharmaceuticals Company, 1001-5000 employees

Score 10 out of 10

Vetted Review

Verified User

Pros and Cons

Ease of use: TOPdesk is straightforward and easy to use for both operators and users.
Support: the support provided by TOPdesk is of high quality level. I have always been satisfied with support.
Flexibility: TOPdesk is customizable enough to allow it to fit within your organisation.

Security: it is not so easy to set up and maintain a different level of access to the actual data in TOPdesk.
Reporting: Reports are not so flexible. The new Reporting API is allowing for more flexibility but still needs improvement and focus.

Read this authenticated review

November 26, 2018

Great tool for the bussines

Verified User

Engineer in Engineering

Insurance Company, 201-500 employees

Score 7 out of 10

Vetted Review

Verified User

Pros and Cons

Self Service Desk for endusers works fine. Information about our services is easy to present. We use forms to guide user input and present the info to the right operator.
We use incident management, change management and operational managent (recurring activities). It is all presented in one tool. Dashbords can be better to give more overview but the current release is almost fine.
Single Sign On with Azure AD works great!

Topdesk offers a Kanban planning overview. Incident management uses the Kanban board. Change management does not. This is a big loss.
New asset managent is not completed. Reports and selections on assets are not availible. Basic function I think.
Contract managent version history is not always easy to understand.

Read this authenticated review

May 29, 2018

TOPdesk: TOPproduct, TOPservice

Adrie Bergwerff

Senior Infrastructure Consultant

ETTUInformation Technology and Services, 51-200 employees

Score 9 out of 10

Vetted Review

Verified User

Pros and Cons

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.

Read Adrie Bergwerff's full review

April 19, 2018

TOPdesk - A potentially great product currently burdened by a handful of shortcomings

Bob Gruett

Systems Administrator

Oberweis Dairy, Inc.Dairy, 1001-5000 employees

Score 6 out of 10

Vetted Review

Verified User

Pros and Cons

Provides a very nice front-end interface for the end-user community.
Provides a thorough web-based interface for the operators (back-end technicians).
Provides a great deal of flexibility concerning the organization of operators into groups, as well as delegating very granular control over what they can/cannot do in the operators interface.

The inventory system - while boasting some cool features such as historical modifications to a system - suffers from one core issue: It is very easy to introduce duplicate records into the system and lose connections between PCs and other objects (licenses, users, support tickets) due to TOPdesk's use of the host name as the primary key in their database.
The AD import system is not properly fleshed out, and requires extensive modifications by TOPdesk before it will work. For instance, it won't pull in any addressing information for any of your users by default. It will also pull in blank entries if an account lives in the OU structure you're scanning and that account has a manager whose account lives outside the OU structure in question. Likewise, similar blank entries can be created if an Exchange contact is set as the manager of a user account within your OU.
The knowledgebase is decent, but it lacks [A] any real formatting (no numbered or bulleted lists, making procedures difficult to write) and [B] granular control over who can do what (if you give someone in HR the ability to write/edit knowledgebase articles, they also have access to all the IT knowledgebase articles). I believe TOPdesk will be improving this approach in the future, but nothing yet.
The trigger/action system (handles all email notifications) is very difficult to set up. It's a powerful system in that you can compose highly customized emails, but without any sort of basic guide or templates it's a very steep learning curve to get working. In my own system I have nearly 40 triggers and nearly 70 actions just to handle who should get what, and it took months to set up - a core reason it took so long to roll out the product. These triggers are not well documented either, so many of them require trial and error to the nth degree.
Some aspects of the system are inherently broken. For instance, you can create a trigger to trip whenever someone posts a comment to a ticket, then have an action set up to email all the linked users of a ticket. But if there aren't any linked users then the operator gets a post-comment prompt asking who they want to send the email to, instead of the system being smart enough to know that it shouldn't try sending the email at all.
Linked users have no visibility into someone else's ticket. This is odd, because TOPdesk has enabled this feature for [A] users of the same location (where it isn't always applicable) and/or [B] users of the same department (where again, it isn't always applicable). What TOPdesk should do is give *ANY* linked user the ability to see another user's ticket via the self-service portal, but they haven't done this. The result would be a linked user getting an email notification for a ticket which they don't have visibility on, resulting on additional emails back and forth looking for information.
On a related note, the two existing visibility options listed above (location-based and department-based) can introduce security holes. Consider a handful of users at a single location or within a single department, then consider that two or three of them are basic users, then there is an assistant manager, and finally there is a manager above everyone. You can easily give the manager visibility of all of his/her subordinates' tickets, but if in order to give the assistant manager visibility over his/her subordinates, you must also give him/her visibility to the manager's tickets.
The mobile operators site restricts ticket visibility to only [A] an operator's own tickets and [B] unassigned tickets within that operator's group. So if you have a 10-person support team with a single manager, then as soon as the manager assigns at ticket to one of his/her techs, the manager loses visibility of the ticket. This is especially problematic if you have a manager working in the field on a mobile device 100% of the time (as I do). The only way for the manager to see all tickets is to simply not assign them to anyone, a pretty dumb approach to a problem introduced as part of a poor design choice.
As a general rule, TOPdesk has introduced many great ideas, but they are often burdened by the singular approach the TOPdesk designers have taken. As stated above, yes, you have an inventory, but it's borderline unusable because of their choice of primary keys. Or yes, you can link multiple users to a single ticket, but they can't actually SEE the ticket. Or an operator can use the mobile website, but they can't SEE tickets assigned to other members of their team within the mobile website. Things like that. And the most frustrating element is that when you bring these points up their response is almost always 'Why is that a problem?', or 'Why would you want to do it that way?', or something similar which avoids confronting the design issue head on in favor of putting the onus on the customer to justify why something should work the way it works in countless other help desk applications.
Don't get me wrong - TOPdesk is a very decent product and has the potential to be GREAT - but after 8 months of prepping before we turned it on, it didn't surprise me in the least that so many individuals (operators) in our organization reported problems and frustrations with it.
UPDATE: Since my first review we have upgraded TOPdesk to the latest version and found several previous problems have been fixed (so they no longer appear in this review). One such example was documents attached to KB articles, which show up out of alphabetical order (still a problem), but which previously were not returned during searches. They now are, making the misordering of the files not much of a problem any longer.
The point is that TOPdesk is always improving their products, and this gives me great hope going forward that our satisfaction with it will only grow.

Read Bob Gruett's full review

April 16, 2018

Implementing a first ticketing system in our organization

Karl Schuele

Senior Manager IT Infrastructure

NGK Spark Plug Europe GmbHAutomotive, 201-500 employees

Score 10 out of 10

Vetted Review

Verified User

Pros and Cons

Easy to enter tickets by mail from the users.
TOPdesk could be used directly out of the box.
SaaS makes it easy to setup it up and scales within the region.
Excellent support during and after the go-live by the people from TOPdesk.

SaaS implementation could be easier if it would be done by TOPdesk as an extra service. My IT department had some difficulties due to lack of knowledge in this area.

Read Karl Schuele's full review

April 04, 2018

TOPdesk is a solid solution

Ian Short

Applications Infrastructure Manager

University of WinchesterHigher Education, 501-1000 employees

Score 8 out of 10

Vetted Review

Verified User

Pros and Cons

Self-service Portal is very good, particularly with the latest version. If you populate the knowledge base well, users can often find the help they need before needing to raise a call
Escalation and routing of calls is very straightforward which allows the operators to work efficiently when dealing with calls
Separation of different teams within TOPdesk works very well so that they can manage their own calls without seeing each others

The tools for configuring events and actions need improving, especially the tool for events which, whilst very powerful, is cumbersome to use when configuring event criteria
The built-in form designer within TOPdesk is adequate but could do with better features to allow for more dynamic forms. It would also benefit from being able to post data to custom fields rather than just into the Action box. There is quite a step up between the built-in form designer and the custom XFG form engine which is the only other solution which TOPdesk provide
Asset management could do with some improvements as it can be a little inflexible when needing to customize the data being held as well as build processes around it

Read Ian Short's full review

July 09, 2018

Review of TOPdesk

Dana Matthes

Coördinator Servicedesk

ROC de LeijgraafInformation Services, 501-1000 employees

Score 10 out of 10

Vetted Review

Verified User

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

Incident and problem management

Organize and prioritize service tickets (106)

8.2

Expert directory (70)

6.9

Service restoration (65)

7.4

Self-service tools (97)

8.3

Subscription-based notifications (75)

7.6

ITSM collaboration and documentation (81)

7.6

ITSM reports and dashboards (85)

6.7

ITSM asset management

Configuration mangement (86)

7.0

Asset management dashboard (75)

7.7

Policy and contract enforcement (62)

6.9

Change management

Change requests repository (80)

7.7

Change calendar (70)

6.7

Service-level management (69)

7.3

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.

Categories: ,

TOPdesk Features

Incident and problem management Features

Organize and prioritize service tickets

Expert directory

Service restoration

Self-service tools

Subscription-based notifications

ITSM collaboration and documentation

ITSM reports and dashboards

ITSM asset management Features

Configuration mangement

Asset management dashboard

Policy and contract enforcement

Change management Features

Change requests repository

Change calendar

Service-level management

Additional Features

Resource Plan Board

Operations Management

Open API

Integrations Market Place

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. For more information: page.topdesk.com/tei

TOPdesk Integrations

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

ServiceNow, Solarwinds Service Desk (formerly Samanage), Planon, Cherwell Service Management, Freshdesk, SysAid

Pricing

Free Trial Available?Yes

Free or Freemium Version Available?No

Premium 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.

For the latest information on pricing, visit http://www.topdesk.com/us/pricing

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 Version	Paid 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

Reviews (1-25 of 106)

Pros and Cons

Pros and Cons

Pros and Cons

Pros and Cons

Pros and Cons

Pros and Cons

Pros and Cons

Pros and Cons

Pros and Cons

Pros and Cons

Pros and Cons

Pros and Cons

Pros and Cons

Pros and Cons

Pros and Cons

Pros and Cons

Pros and Cons

Pros and Cons

Pros and Cons

Pros and Cons

Pros and Cons

Pros and Cons

Pros and Cons

Pros and Cons

Pros and Cons

TOPdesk Scorecard Summary

Feature Scorecard Summary

About TOPdesk

TOPdesk Features

Additional Features

TOPdesk Video

TOPdesk Integrations

TOPdesk Competitors

Pricing

TOPdesk Customer Size Distribution

TOPdesk Support Options

TOPdesk Technical Details