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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

8 out of 10
April 14, 2024
Incentivized
TOPdesk is used for incidents, like facility problems e.g. a broken toilet, internet not working, computer authorization, application …
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User review of TOPdesk

8 out of 10
April 13, 2024
Incentivized
We use TOPdesk for reporting problems with ICT, problems with the building, products that no longer work well, or making reservations for …
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User review of TOPdesk

8 out of 10
April 13, 2024
Incentivized
We use TOPdesk to report problems in the hospital. Problems in ICT, the building itself, reporting things that are broken, reserve areas …
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Good Product!

8 out of 10
April 13, 2024
Incentivized
We use TOPdesk for notifications from coworkers in the hospital. When they have problems or a wish for the hospital patient information …
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TOPdesk is a Great Tool!

10 out of 10
April 12, 2024
TOPdesk is used as a service management tool. We have multiple teams working in TOPdesk. It’s a great tool to manage different questions, …
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TOPdesk in healthcare

8 out of 10
April 12, 2024
We use TOPdesk for notifications within ICMT. We register (Almost) all resources within asset management. As administrators, we also make …
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TOPdesk

9 out of 10
April 12, 2024
We use it primarily as a ticket system. And also to see which questions are some of the most asked questions within our organisation. …
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TOPdesk Review

8 out of 10
April 10, 2024
TOPdesk is used as system to manage all support tickets and changes. The main issue how to manage all changes in the right way
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Good tool

9 out of 10
April 09, 2024
Incentivized
It is used as an information source for known issues (knowledge items) both for employees as for IT personnel. Tracking tickets for …
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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 (179)
    8.4
    84%
  • Organize and prioritize service tickets (193)
    8.2
    82%
  • ITSM collaboration and documentation (147)
    8.2
    82%
  • ITSM reports and dashboards (155)
    7.4
    74%

Reviewer Pros & Cons

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Verified User
Administrator in Human Resources
Non-profit Organization Management Company, 1001-5000 employees
Wendy Schuiling-Quaaden | TrustRadius Reviewer
Wendy Schuiling-Quaaden
Teacher
Nova college (Higher Education, 501-1000 employees)
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Pricing

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TOPdesk

TOPdesk

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
Avg 8.1

ITSM asset management

Managing all IT assets and enforcing policy rules

8.1
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

7.9
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 Integrations

TOPdesk Competitors

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.

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

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

(406)

Attribute Ratings

Reviews

(51-75 of 161)
Companies can't remove reviews or game the system. Here's why
May 28, 2022

TOPdesk is what we needed, easy to use, and affordable!

Dustin Fawver | TrustRadius Reviewer
Dustin Fawver
Sr. Help Desk Technician
East Tennessee State University (Higher Education, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
9
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.
May 26, 2022

good program - needs a few tweaks

Verified User
Manager in Finance and Accounting
Education Management Company, 501-1000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
5
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.
February 07, 2022

Great Company with good knowledge about servicemanagement

GL
Gerbert Lourens
Organisatie Adviseur
Werkplein Drentsche Aa (Government Administration, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Support Rating
9
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.
December 11, 2021

4 Month in Review of TOPdesk!

Verified User
Director in Information Technology
Civil Engineering Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
5
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.
November 11, 2021

Very good fit for a global non-profit

Verified User
Manager in Information Technology
Non-profit Organization Management Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
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.
November 09, 2021

Welcome to the modern age of the Help Desk.

GW
Gary Wertman
Jr Systems Administrator
Lehigh Carbon Community College (Higher Education, 201-500 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
8
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?"
November 03, 2021

Automate and optimize IT services of your organization

Nabin Poudel | TrustRadius Reviewer
Nabin Poudel
CEO
Curl Labs (Computer Software, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
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.
November 02, 2021

TOPdesk has a lot of features but Help Desk is its strongest

John Glenn | TrustRadius Reviewer
John Glenn
Network Operations Manager
Presbyterian Church (U.S.A.) (Religious Institutions, 501-1000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
9
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.
September 20, 2021

Looking for a new helpdesk friend, look to TOPdesk. They will be there when you need them.

JT
Joel Townsend
Helpdesk Administrator
PCUSA (Non-profit Organization Management, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
8
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.
August 20, 2021

A product to really transform your end user and staff experience

RW
Rachel Wright
Student Service Desk Manager
Anglia Ruskin University (Higher Education, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Support Rating
10
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.
December 14, 2020

A must-have for organizations that want to professionalize their help departments

MC
Mark Coutinho
Network System Administrator
Aidsfonds (Non-profit Organization Management, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
9
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.
November 20, 2020

TOPdesk as a spider in the web for IT service and facilities management

Timo Snijders | TrustRadius Reviewer
Timo Snijders
Application administrator
NOS (Broadcast Media, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
9
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.
November 11, 2020

Good supplier of good software with space for improvement

Rianne Willems | TrustRadius Reviewer
Rianne Willems
Applicatie beheerder
FPC de Rooyse Wissel (Hospital & Health Care, 501-1000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
7
The service is really good and the consultants are friendly. Sometimes I think the knowledge can be a bit better (it probably depends on work experience). I think the consultancy price is pretty high.
October 02, 2020

TOPdesk used between multiple governments and IT departments

Robin Exoo | TrustRadius Reviewer
Robin Exoo
ICT Medewerker / Applicatiebeheerder
RID de Liemers (Information Technology & Services, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
8
Support on-site is always great. We have had help from multiple people from TOPdesk on-site, to help us with implementing big changes. The way they think. They know how multiple businesses work. And can use that info, to give you the best solution when making a new template for a big change with planning between multiple businesses. The helpdesk is very helpful. When stuck, a quick call or e-mail to their Self-Service Desk, and I can move on with my work. No complaints so far.
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