TOPdesk Review
TOPdesk is used for incidents, like facility problems e.g. a broken toilet, internet not working, computer authorization, application …
Overview
What is TOPdesk?
TOPdesk is the flagship highly-modular cloud-based or installed ITSM service desk and asset management solution from the Dutch company of the same name, for enterprise companies.
Recent Reviews
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Popular Features
- Self-service tools (179)8.484%
- Organize and prioritize service tickets (193)8.282%
- ITSM collaboration and documentation (147)8.282%
- ITSM reports and dashboards (155)7.474%
Reviewer Pros & Cons
Pricing
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What is TOPdesk?
TOPdesk is the flagship highly-modular cloud-based or installed ITSM service desk and asset management solution from the Dutch company of the same name, for enterprise companies.
Entry-level set up fee?
- Setup fee optional
For the latest information on pricing, visithttp://www.topdesk.com/us/pricing
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is TOPdesk?
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.
- Is suitable for IT, FM or HR.
- Includes integrations with other packages.
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 Integrations
- Snow License Manager
- QlikView
- Qlik Sense
- Lansweeper
- Nagios Core
- The Okta Identity Cloud
- Microsoft Azure
- OneLogin by One Identity
- Microsoft System Center
- Microsoft BI (MSBI)
- Microsoft Dynamics 365 Business Central
- Skype for Business, now part of Microsoft Teams
- Microsoft Dynamics 365
- BeyondTrust Remote Support
- Microsoft Intune
- Ivanti Neurons for ITAM
- Ivanti Endpoint Manager
- Microsoft Entra ID
- Ivanti Automation
- Tools4ever UMRA
- Mavim
- ERP Solutions by ISM
TOPdesk Competitors
TOPdesk Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| 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 |
Frequently Asked Questions
TOPdesk is the flagship highly-modular cloud-based or installed ITSM service desk and asset management solution from the Dutch company of the same name, for enterprise companies.
ServiceNow IT Service Management, Planon Universe, and Cherwell Service Management are common alternatives for TOPdesk.
Reviewers rate Self-service tools and Configuration mangement highest, with a score of 8.4.
The most common users of TOPdesk are from Mid-sized Companies (51-1,000 employees).
TOPdesk Customer Size Distribution
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 5% |
| Mid-Size Companies (51-500 employees) | 55% |
| Enterprises (more than 500 employees) | 40% |
Comparisons
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Reviews and Ratings
(406)Attribute Ratings
Reviews
(101-125 of 195)Companies can't remove reviews or game the system. Here's why
July 28, 2020
TOPdesk Review
- 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.
July 28, 2020
Topdesk, Easy and effective
- managing incidents
- hardware configuration
- self service portal
- Mobile apps where you can sign a signature by the customer.
July 28, 2020
TopDesk is Great
- 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.
June 03, 2020
TOPdesk Review
- Comes up with suggestions when creating an incident
- Being able to follow your incident
- One portal for all your questions
- As far as we are concerned, the scrum board needs attention. It is not possible to add documents, and tacs.
March 12, 2020
Top Shelf Product With A Great Support Team
- Easy for end users.
- Detailed audit reporting on tickets.
- Great support team.
- Great implementation team.
- We use SSRS for producing reports as the built in reporting system is not quite as granular as our admin team wanted.
March 09, 2020
Thinking about TOPdesk?
- Automatically reads designated mail folder and creates incidents from this; this function is saving us a lot of time entering incidents. In this way, we can respond much quicker to incident calls.
- Escalation of incidents. We use this a lot, because we don't want our servicedesk to be occupied with stuff they cannot solve in a fashionable time. In this way customers are getting the correct response much quicker.
- Report engine. Creating reports is really nice and you can make them the way you want them. This gives us the flexibility to create reports with all the necessary information for our customers.
- Give best practice tips when designing your Topdesk environment, in this way you won't run into discussions with a Topdesk consultant about the way you run things!
- Make it easier to design some work forms for jobs you do for customers and let them sign off.
- Get more functionality available as an add-on, there are examples where you need to buy enterprise license just to get a hold on some of those features.
March 05, 2020
Top marks for TOPdesk!
- Managing the support flow
- Ticket notifications and communication
- Flexibility for organization planning
- Top-notch support
- Could use better tutorials or a reference for more complex change requests
- Had some trouble with the API slowing down the SaaS server--too many hits
February 04, 2020
TOPdesk: Best in its class
- Large knowledge base repository that is searchable from basically anywhere, offers suggestions to the users, and can support images and gifs.
- Interdepartmental workflows--tasks can start in one department but end up triggering activities in tasks for other departments (employee on-boarding, for instance)
- Because there is so much functionality built in, the UI can look a little clunky for the operators.
January 31, 2020
Easy to implement and a great product!
- Easy and simple self-service portal
- Great automation for workflows, tickets, change management, etc.
- User sync with Azure AD
January 29, 2020
TOPdesk is the only way to go!
- Implementation was super easy and they trained us during this time. We were totally self-sufficient after implementation, meaning we could configure the system without calling TOPdesk for help.
- The Self Service Portal is my favorite part. We have tried to push adoption of a SSP in the past but until TOPdesk, it never took off. It is so user friendly associates would rather use it then call our help desk.
- You can only drill down to 2 categories. I would like 3.
January 29, 2020
TOPdesk provides top shelf functionality and value
- Change management - Detailed activity management with workflow.
- Incident management - Simple, user-friendly interface, multiple pathways.
- More functionality around resolution codes and status.
- Ability to switch from simple to complex changes more easily.
January 07, 2020
Top Bo's TOPDesk Review
- The tracking of issues is excellent.
- Data entry is fast and logical.
- Time tracking is very good.
- It desperately needs the ability to search multiple categories at the same time.
- The export tool is very weak and complicated.
- The ability to edit self-service forms if they are incorrect would be very nice.
- Cross-referencing tickets is easy by just typing the incident number.
- There are many reports available out of the box.
- Single Sign-On using SAML makes it easy and safer to log on.
- Almost inherent in these products is the sheer volume of forms. TOPdesk doesn't make it easier compared to other products (but also not harder)
- Probably the version we use (on-prem), but there is a firefox issue where the "x" (lower case) key does not work in the actions field. The capital works fine.
April 12, 2019
Lesli is very happy with TOPdesk Lite!
Score 9 out of 10
Vetted Review
Verified User
- 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.
March 21, 2019
TOPefficiency with TOPdesk
- 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.
February 19, 2019
TOPdesk? Simply the best.
- 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.
February 14, 2019
Customer sherpa can get you there, a journey together.
- 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.
February 09, 2019
Great product for ease of implementation, but back-end customization can be limited.
- 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.
December 02, 2018
Perfect tool for small and medium size businesses
- 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.
November 26, 2018
Great tool for the bussines
- 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.
November 23, 2018
TOPdesk review
- 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.
November 23, 2018
TOPdesk as a service desk tool
- 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.
November 14, 2018
TOPdesk a TOP application for ITSM processes
Score 10 out of 10
Vetted Review
Verified User
- 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
October 30, 2018
Great stuff!
- 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
October 09, 2018
Topdesk upgrade succesfull at Thomas Regout International B.V.
- 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.