TOPdesk Review -- 10 years of TOPdesk
Updated October 25, 2022

TOPdesk Review -- 10 years of TOPdesk

Jay Hamel | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

We use TOPdesk for incident, change and asset management internally and also for our B2B customer base. It gives us a central location to manage our global customer's issues and needs, and provides a simple way to delegate and track workflow. Additionally, the data we are able to report on allows us to pinpoint areas of improvement.
180 - We manage IT services and customer services via TOPdesk. We also manage several different customers, and in some cases their customers, via TOPdesk. We have used:
Incident Management
Change Management
Asset Management
Barcode Scanner Integration
LDAP Integration


  • 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.
  • Increased efficiency.
  • Enables proactive customer issue management. Fewer action plans and reparation work.
We have used several CMS and IMS tools -- dozens. TOPdesk is the most versatile and stable system, for the money, that we have encountered.
TOPdesk technical support is always very responsive and as involved as you need them to be. We seldom require their involvement -- and when we have in the past, the vast majority of issues have been user configuration error (we set up something incorrectly). Account level support is also very accessible and helpful. We have been on TOPdesk for 10 years; the onboarding experience was great and I would guess it has only improved.
TOPdesk has all of the functionality and stability we are looking for. We have been on this platform for several years and I expect we will remain on it for several years to come.

Do you think TOPdesk delivers good value for the price?


Are you happy with TOPdesk's feature set?


Did TOPdesk live up to sales and marketing promises?


Did implementation of TOPdesk go as expected?


Would you buy TOPdesk again?


TOPdesk is well suited to managing internal and external incidents and changes. We have not run into a customer type who would not benefit from the functionality. The only potential issue would be cost. Perhaps the price is out of reach for smaller groups. The customization really goes a long way.

TOPdesk Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
Self-service tools
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Policy and contract enforcement
Change requests repository
Change calendar
Service-level management

Using TOPdesk

5 - We use on premise, therefore an understanding of Database and server management is required. TOPdesk offers a managed / cloud based solution for those who do not have the personnel or knowledge to administer their own instance. The folks we have dealt with at TOPdesk have always been eager to assist when we have questions or issues.
  • Incident Managemrnt
  • Change Management
  • Onboarding
  • Termination
  • Managing NMS notifications
  • Supporting QA and understand throughout of our personnel in collaboration with our other business systems.
  • Online chat interface

Using TOPdesk

Have been a customer for a long time and the sheer uptime of this system has been legendary.
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Feel confident using
  • Incident management
  • Ticket
  • Escalation
  • Change request submission
  • Update SSL Certificate
Yes - Acceptable. Not perfect for full time use but perfect on the go and and in a pinch - more than adequate.

Integrating TOPdesk

  • Active Directory
  • Joomla
LDAP connectivity to Active directory was relatively straight forward. TOPdesk support is alway helpful as well.

We use Joomla for our CRM and having forms from TOPdesk or allowing reports to open in Joomla was also not difficult. It’s great to be able to pull live data and serve it where it is needed to be viewed.
  • File import/export
  • Single Signon
  • Javascript widgets
As with any integration, discuss with TOPdesk engineers and plan accordingly.

TOPdesk Implementation

TOPdesk support is an option during implementation that is absolutely worth it - would go as far
to say required. Worth every penny.
Change management was a big part of the implementation and was well-handled
  • Learning curve for Change management setup


  • Victor van der Vring | TrustRadius Reviewer
    Thank you Jay for taking the time to post this review! We really appreciate it and hope we can keep improving your positive experience in the future.
  • Victor van der Vring | TrustRadius Reviewer
    Hi Jay. Thank you so much for sharing your experience again and being a great customer for 10+ years already. This means a lot to us coming from a TOPdesk expert like yourself.
  • Victor van der Vring | TrustRadius Reviewer
    Thank you, Jay, for updating your review again! We really appreciate your recurring efforts. Fantastic to see your TOPdesk experience is still going strong.
  • Mercedes Carrillo Lopez | TrustRadius Reviewer
    Hi Jay, thank you so much for your review! We would like to share some of your comments in an advertisment campaing. Would you let us quote you using your name? Thank you!

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