TOPdesk a great ITSM tool with some adjustments
April 28, 2025

TOPdesk a great ITSM tool with some adjustments

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

We use TOPdesk as one of our main applications. We manage assets, register incidents, changes and lots more. In these incidents, we register all issues with our products or services that our customers come across. We use a lot of automation to connect our TOPdesk to other systems, where we can exchange information with eachother, to speed up our processes.

Pros

  • Has a nice, natural layout / UI
  • Quick overview about processes inside your organisation
  • It gives a lot of control, within your specified permissions
  • They are easy to reach for support

Cons

  • The API, that could be a lot bigger, so that automation can be used for more cases.
  • The Services module has some flaws, for example not being able to have 2 openingtimes on 1 day
  • Some things within the application feel a bit buggy, for example opening services (takes a long time)
  • Automatization makes life a lot easier for our servicedesk, improvement of efficiency
  • having to manage a lot of the modules as an admin can take up alot of time
As long as you get passed the first line of support (who are helpfull, but not always specialized enough for my usecases), the support is very good. They take a lot of time to help you with your problems, and even sometimes outside of officehours, they are very willing to help you, if needed.
Im the TOPdesk admin inside our organisation, but that also means that i'm not really the one who decides this.

Do you think TOPdesk delivers good value for the price?

Not sure

Are you happy with TOPdesk's feature set?

Yes

Did TOPdesk live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of TOPdesk go as expected?

I wasn't involved with the implementation phase

Would you buy TOPdesk again?

Yes

A scenario where it is well suited: Using the API of the Incident module to connect with other systems. In our case, we create a lot of connections with our customers, and implementing a solution for these purposes is pretty easy.

A scenario that is less suited: being a MSP, we have so many customers, that a bit more standardization would be nice, so that most customers will fit the same scenarios. Now we still have a lot of manual work to do, because of these exceptions.

TOPdesk Feature Ratings

Incident and problem management
5.3
Organize and prioritize service tickets
6
Expert directory
6
Service restoration
4
Self-service tools
5
ITSM collaboration and documentation
8
ITSM reports and dashboards
3
ITSM asset management
6.0
Configuration mangement
5
Asset management dashboard
6
Policy and contract enforcement
7
Change management
5.5
Change requests repository
7
Service-level management
4

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