TOPdesk deliver a very good service for ITSM solution
December 15, 2025

TOPdesk deliver a very good service for ITSM solution

Luiz Eduardo Garcia | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

We use TOPdesk in our organization as a helpdesk IT service management solution, documentation and changes management, knowledgebase and self service portal. It is maintained by our support and customer relationship team, and used in all other teams in the company, in order to attend our clients needs, solicitations and support ticket level 1 and 2. TOPdesk resolves the need of tracking all clients solicitations for services, features and software bugs.

Pros

  • Support ticketing
  • Change management
  • Automated workflows
  • Service history
  • Ticketing scalation

Cons

  • Selection filters
  • Selection result searching
  • Mentions
  • Time tracking
  • Positive ROI
  • SLA's definitions and following up
  • KPI's dashboard
The choice for TOPdesk was made based on the features and integration needs of our business, and also by financial investment. SAP Business One is also used in the company, but only for financial and billing purposes. Atlassian Jira requires a much bigger investment, and makes more sense with other Atlassian solutions, which we did not use.
The support teams of TOPdesk is awesome, such Brazilian based attendants and global support team. Pre-sales was very attentive, and the implementation and onboarding it is not different. After the implementation and deployment, we always have a close contact from our CS person. When we need some guidance or problem resolution, they are always available.
The price is affordable, the software works fine and rarely becomes unavailable. No software installation is needed. Our service catalog is designed and implemented, the workflows involving support needs works like a charm. Self-service portal attends to all of our needs. We don't have problems using TOPdesk.

Do you think TOPdesk delivers good value for the price?

Yes

Are you happy with TOPdesk's feature set?

Yes

Did TOPdesk live up to sales and marketing promises?

Yes

Did implementation of TOPdesk go as expected?

Yes

Would you buy TOPdesk again?

Yes

Hyper-V, Amazon Route 53, Amazon Simple Email Service (SES), Cloudflare, Azion, Azure DevOps Services, Microsoft 365, NAKIVO Backup & Replication
TOPdesk is very appropriate to work as ITSM solution based on ITIL framework. It is very easy to define services, SLA's, task and ticket escalation, changes. But it is very complex to implement, and requires the involvement of all teams in the company attention to be deployed, and consultation is needed to do a well covered implementation plan.

TOPdesk Feature Ratings

Incident and problem management
8.7
Organize and prioritize service tickets
9
Expert directory
8
Service restoration
7
Self-service tools
9
Subscription-based notifications
9
ITSM collaboration and documentation
10
ITSM reports and dashboards
9
ITSM asset management
7.0
Configuration mangement
7
Asset management dashboard
7
Policy and contract enforcement
7
Change management
9.0
Change requests repository
9
Change calendar
9
Service-level management
9

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