TOPdesk

TOPdesk

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Top Rated
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About TrustRadius Scoring
Score 8.5 out of 100
Top Rated
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TOPdesk

Overview

Recent Reviews

Review TOPdesk SaaS

8 out of 10
May 24, 2022
A few departments use TOpdesk, we want more departments to use TOPdesk in the future. We address ICT problems and customer problems [with …
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4 Month in Review of TOPdesk!

8 out of 10
December 11, 2021
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 out of 10
December 05, 2021
When our previous ticketing system reached its end of life, we determined that the Facilities and Information Technology departments would …
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Reviewer Sentiment

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Awards

TrustRadius Award Top Rated 2022
TrustRadius Award Top Rated 2021
TrustRadius Best of Award, Best Of Customer Support 2021
TrustRadius Best of Award, Best Of Usability 2021

Popular Features

View all 13 features

Organize and prioritize service tickets (141)

8.8
88%

Configuration mangement (111)

8.7
87%

Self-service tools (130)

8.1
81%

ITSM reports and dashboards (115)

7.8
78%

Reviewer Pros & Cons

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Video Reviews

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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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Alternatives Pricing

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Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT and support teams need out-of…

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

8.0
80%

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

Comparisons

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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 8.8.

Who uses TOPdesk?

The most common users of TOPdesk are from Mid-sized Companies (51-1,000 employees) and the Information Technology & Services industry.

Reviews

(1-25 of 122)
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Dustin Fawver | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
I rate the overall support as very high. I was not involved in the pre-sale process. Once the contract was finalized, I was part of the team that spent about four to six hours a week over the course of six months setting up the various features on the platform. I think the length of time was due to the amount of time we were available, as well as the number of processes we needed to migrate to TOPdesk. When it comes to submitting support requests, I generally receive a response, if not a resolution within 24 hours. I typically use their Self Service Portal, but they have a phone number for more immediate issues.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Support can be hit or miss. Sometimes response times are great and sometimes we have to continue to follow up to get answers. It appears that if the issue is hard or time consuming we get less assistance than if it is a quick fix.
Score 8 out of 10
Vetted Review
Verified User
Review Source
As a result of our changed workplace policy, we decided to expand our TOPdesk license with the workplace reservation module. To be able to use this module properly it was necessary to accelerate the planned switch from the enterprise version of TOPdesk to the SAAS version. We had help from a consultant with our migration to SAAS. He had a very broad knowledge and if he didn't know something he had a quick answer from a colleague. We also enjoyed the collaboration. Instead of setting everything up for us, he told us how to set it up. This also immediately increased the knowledge of the application managers.
Score 8 out of 10
Vetted Review
Verified User
Review Source
The pre-sale was great. Our biggest issue was that it just took a long time to get the backend setup. Also, some functions were not enabled that was part of what we purchased and it took a week or so to get those functions enabled once we realized they were missing.
Score 9 out of 10
Vetted Review
Verified User
Review Source
They have been with us every step of the journey, from pre-sales through to today, with us being active customers. We have come to personally know the TOPdesk support team members and can count on them. They are knowledgeable and professional.
Score 7 out of 10
Vetted Review
Verified User
Review Source
I have only had a few meetings with TOPdesk support since our deployment, but so far they have adequately answered our questions and addressed our concerns. As I've stated, we've only been using TOPdesk for about a month, and we're still learning the system. Some of our issues have simply been "how do I do what I used to do in Track-It?"
Nabin Poudel | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
TOPdesk is easy to use and affordable with all the major features required for any organization to smoothly manage its services. We were not quite sure at the beginning if we should go with the TOPdesk for IT service management but we started getting used to it in just a few months. Now, after using it for 3 years, it has been a backbone tool of our organization. The customer support provided by TOPdesk is fast and reliable.
John Glenn | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Onboarding and sales were great with Top Desk. The implementation specialist was still green and needed a lot of assistance. Top Desk addressed that quickly with a more seasoned tech and did not charge us for the time the new tech spent. Once with a seasoned tech we had no issues with support.
Score 9 out of 10
Vetted Review
Verified User
Review Source
I give it a solid 8. The pre-sale demo sales person was very knowledgeable and pleasant to work with. We had a few issues with our implementation, we had engineers switched on us to a person on their first implantation. We then had to have another tech added to help the new engineer. Since we went online the few times I have had to contact support they were quick to help. The implementation is the only reason I would not give it a 10.
Score 10 out of 10
Vetted Review
Verified User
Review Source
The support that TOPdesk provides is outstanding. The software is extremely good, but the support is in another league. They will always answer the phone within a few seconds or respond to the online raised incident very promptly. The team are extremely friendly, very knowledgeable and will almost always know the answer immediately. If they don't know the answer they endeavor to find out from other teams within their organization and will normally get back to us on the same day. The support provided at TOPdesk is unparalleled with other [organizations] in my personal experience, and for me is a true USP.
Score 9 out of 10
Vetted Review
Verified User
Review Source
TOPdesk support is TOPnotch. The support engineers and setup people we encountered during our setup phase were knowledgeable and experienced with the design and setup of the optimum TOPdesk based on our requests, and were able to help us avoid snags that we would have otherwise encountered based on our unique setup. Requests since the initial setup period have been met with quick, easy to follow instructions to resolve the issues.
Score 9 out of 10
Vetted Review
Verified User
Review Source
The use of TOPdesk speaks for itself. This, and the fact that we have experienced little to no problems with the software means that we have not used their helpdesk that often.
However, if and when we needed their help... I can't say other than that it is superior to any other helpdesk of any other company: easy to be reached, very friendly, extremely helpful even to an extent that they look beyond the original question.
Timo Snijders | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
An extensive FAQ for all modules can be found on the TOPdesk extranet. And also various manuals. You can choose between creating an incident yourself and calling TOPdesk. In both cases, incidents are created, and properly and clearly recorded. When you call, you will generally get an expert on the line, otherwise someone with more knowledge will be called in.
The consultants are always enthusiastic people who know a lot and can think along with us and switch quickly.