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TOPdesk

TOPdesk

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.

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Recent Reviews

TOPdesk Review

9 out of 10
March 06, 2024
We use TOPdesk for employees and students. The onboarding of employees was not digital with us and we have now automated this by means of …
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TOPdesk review

10 out of 10
March 04, 2024
We use TOPdesk for various ends, to catalog our incidents, the change request and for asset management, this works fantastic as we were …
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TOPdesk review

7 out of 10
February 23, 2024
Incentivized
We use TOPdesk as our ticket management system. For all of the support questions of the customers we make tickets, which are uses by the …
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TOP! Desk

8 out of 10
September 12, 2023
I’m using TOPDesk as an operator for user issues, incidents and changes related to campus real estate for TU Delft
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TOPdesk

8 out of 10
August 21, 2023
TOPdesk is used to manage internal services and host reservations
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 13 features
  • Self-service tools (168)
    8.6
    86%
  • Configuration mangement (141)
    8.6
    86%
  • Organize and prioritize service tickets (182)
    8.3
    83%
  • ITSM reports and dashboards (148)
    7.7
    77%

Reviewer Pros & Cons

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Pricing

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N/A
Unavailable

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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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.2
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

8.3
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

8
Avg 8.4
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Product Details

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.

TOPdesk:
  • 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 Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
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

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.

Reviewers rate Self-service tools and Configuration mangement highest, with a score of 8.6.

The most common users of TOPdesk are from Mid-sized Companies (51-1,000 employees).

TOPdesk Customer Size Distribution

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

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Reviews and Ratings

(388)

Attribute Ratings

Reviews

(1-25 of 182)
Companies can't remove reviews or game the system. Here's why
March 04, 2024

TOPdesk review

Dennis van Hoven | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • it gives us a better overview of our ongoing changes and incidents
  • we can manage our assets better and link it to the person who is using them
  • its easy to see when someone updates their ticket as you get a notification and if you miss this you even get an email to remind you
  • I think it logs out too fast sometimes when I go somewhere else it requires to be logged in again
  • sometimes notifications that have already been closed come back
  • adding new resources can be hard if you're new.
February 23, 2024

TOPdesk review

Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Easy to use
  • Custom layouts and fields are possible
  • A SelfServicePortal for the customer
  • Good search functionalibility
  • No possibility for great and easy reporting
  • Layout design not to easy
  • Configuration of layouts requiers a lot of searching
Score 9 out of 10
Vetted Review
Verified User
  • Incident Management
  • Change Management
  • Basic automation of some processes
  • Knowledge Base (using; creation is a bit buggy)
  • It eases up the ordering process
  • Knowledge Base - The creation is a bit buggy. For example: Image resize only works in Firefox
  • Keep Alive - We keep getting "Website is not up to date" from time to time
  • Dark Mode is missing
  • Save settings - I have to sort the lists every time I open them. If there is a way, it is not easy to find
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Asset management
  • Service portal
  • Operational tasks, reoccurring
  • Idle time is short, after 15 minutes you need logon again. Automatically save ticket information.
  • A roadmap with timeline for changes. Year timeline.
  • Overview with all types of tickets in 1 view
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Incident management
  • Change management
  • Problem management
  • Assetmanagement
  • Create a form to update an asset directly, without opening the whole database of it
  • Protect the user from deleting a field which is in use in an asset template
  • When an installation is in the Dutch language it is hard to use an English manual because of names difference
August 22, 2023

Great app

Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Great app to divide tickets among our front office team
  • Complete log of all questions/answers we logged over the last years
  • Simple way to report on questions, requests and incidents
  • A way to automatically assign tickets to a back-up practitioner during holidays
August 21, 2023

TOPdesk

Score 8 out of 10
Vetted Review
Verified User
  • INcident management; quick resolving issues
  • Implement client wishes by action sequences
  • Self Service Portal: shift left
  • action sequences
  • update knowledge items My Topdesk
  • scripting
August 18, 2023

Great software

Score 9 out of 10
Vetted Review
Verified User
  • able to register all the issues and connecting it to the registered users
  • managing the workflow and lifetime of the incidents
  • informing the users of statuses of their incidents
  • Sometimes the performance is a bit slow
  • When there is a temporary network disconnect you are unable to continue on the page (incident) where you left of, you have to reload the page
Kevin Stouthandel | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • Assetmanagement
  • First and second line call management
  • HR processes (new employee, change, employee leaves)
  • Single sign on with Azure AD
  • More possibilities to use Topdesk on mobile devices
  • On the operator side a search engine which searches over all modules
June 21, 2023

Good tool

Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Automated or fast handeling of known issues
  • Importing mail into tickets
  • Asset management
  • Reliability in service, regularly experienced slowing performance up to unworkable levels.
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