Search Search 0 Categories Reviews For Vendors Write a Review Sign In Home IT Service Management (ITSM) Software TOPdesk Reviews TOPdesk ReviewsCustomer Verified Score 8.3 out of 10 Write a Review Do you work for this company? Learn how we help vendors Learn More Ratings and Reviews (288) Pricing Features Scorecard Product Details Alternatives Ratings and Reviews (1-25 of 288) Sort by Date Highest Overall Rating Lowest Overall Rating Relevance Search Filter Results Companies can't remove reviews or game the system. Here's why NOVEMBER 03, 2021 Automate and optimize IT services of your organization Nabin Poudel CEO Curl Labs (Computer Software, 51-200 employees) Score 10 out of 10 Vetted Review Verified User Review Source Share Use Cases and Deployment Scope Our organization has been using TOPdesk as a service management software to handle common issues and problems that our employees face. The intuitive self-service portal allows our employees to report any failures, request support, book resources, and order items. The portal also has a different interface for managers and operators where they can respond to support requests made by employees, add resources, manage visitors, and create a knowledge base to handle common problems automatically. Using TOPdesk in our organization has made our employees more productive and cheerful. Pros and Cons TOPdesk is affordable and easy to use It has helped us to respond and minimize workspace problems It has allowed us to maximize employee productivity and satisfaction Extensive documentation on API's for integration with third-party services TOPdesk comes as a SAAS platform, so it cannot be hosted on a private server Takes a lot of time to customize the system and train employees Cannot be relied 100% for privacy of information Likelihood to Recommend TOPdesk is best suited for mid-size and large-size organizations where employees can use a self-service portal to quickly find answers, report incidents, book resources, or call for support. It is not appropriate for enterprises and governmental organizations where the privacy of information is a must. 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. Read Nabin Poudel's full review NOVEMBER 02, 2021 TOPdesk has a lot of features but Help Desk is it's strongest John Glenn Network Operations Manager Presbyterian Church (U.S.A.) (Religious Institutions, 501-1000 employees) Score 7 out of 10 Vetted Review Verified User Review Source Share Use Cases and Deployment Scope We use TOPdesk for our front-line support Help Desk. All tickets come in from users via email, telephone, and chat. We are also utilizing the asset feature for inventory. Pros and Cons TOPdesk has a great web interface that is always responsive. The tracking information is second to none. It has a field for everything. The integration with Azure AD is very easy to implement and work with. The requirement to fill out certain fields before a ticket can be closed can be cumbersome. This could be a requirement for some organizations though. The field mappings from Azure AD to user data could be a little more precise. Some of the fields just don't translate. When setting up the system to intake emails as trouble tickets, it can be tricky when people reply after a ticket is closed. It will create multiple tickets from this. Likelihood to Recommend TOPdesk is great for a help desk ticket system but it does lack extra features. While those extra features are included they are not the most polished. From our experience, the extra features are inventory, remote control, and AD utilities. Support Rating 9 On boarding 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. Read John Glenn's full review OCTOBER 08, 2021 TOPdesk is what we needed, easy to use, and affordable! Dustin Fawver Sr. Help Desk Technician East Tennessee State University (Higher Education, 1001-5000 employees) Score 10 out of 10 Vetted Review Verified User Review Source Share Use Cases and Deployment Scope We are using TOPdesk as a replacement for an older ITSM platform, primarily in the IT department. We're using it primarily for incident management, change management, asset management, contract management, knowledge management, as well as a Self Service Portal. We're able to transform many of our paper form-based processes to digital versions, while also having MUCH better approval and request routing control than before. A few of the big improvements that we've been able to make are: - Digitally transforming the organization's employee off-boarding process from one of calling around two dozen offices to one of all needed departments being notified electronically. - Allowing end-users to administer digital assets that would normally require contacting the IT Help Desk for servicing. - Automating many requests to free up operators' time. Pros and Cons TOPdesk provides a clean and modern interface for all of its modules. Many of the modules have a similar look and feel, which makes it easy for users to utilize each one. Its workflow system allows administrators and developers to define what needs to occur when certain events happen. This can ensure that processes happen in the correct sequence. TOPdesk includes a vast API system to allow for external systems to integrate with it, and for TOPdesk to communicate with external systems. For the forms that are available in the Self-Service Portal, a good improvement is to be able to validate user input so that it conforms to any required parameters. As of now, a request can be validated after submission via workflow, then rejected if needed. A few of the modules do not have an accompanying API. This has made some integration and automation processes not possible. Some customers may need to use an external process, such as Powershell or Python, to accomplish some automation needs. Likelihood to Recommend I believe that TOPdesk is well-suited for environments that have more than maybe a handful of people. The licensing model is tier-based instead of per-user, per-operator, or per-account basis like some of the competing platforms. The licensing model and the cost have made it possible for us to accomplish things that we would not have been able to do on our previous "per-operator" model. I don't regard TOPdesk as being an ERP platform, so it can't do everything that an organization might need. In my opinion, it can get pretty close, provided there's sufficient executive buy-in at the organization. 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. Read Dustin Fawver's full review 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 Review Source Share Use Cases and Deployment Scope We started using TOPdesk this year. We transitioned from Spiceworks to TOPdesk. TOPdesk is our IT ticketing system and asset management system. Currently, it is only used by the IT department. We do see a use for it with our HR and Building Services area that we hope to implement in the future. At the end of 2020, we determined we needed a new helpdesk system. The new system needed to be in the cloud, have an asset tracking module, and have good reporting. The system also had to be able to sync with Active Directory. Pros and Cons Asset Management Ticket Creation Automation of processes Reporting. My biggest issue is with the duplication of tickets and not being able to combine them. Our implementation could have gone better. It would be nice if the system could scan for assets and not rely on manual creation of assets. Likelihood to Recommend If you want a cloud based robust customizable ticketing system, TOPdesk is for you. If you are a small shop that just needs to track a few tickets and have no need for automation of ticket creation or management of assets. You many want to look for a different solution. 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. Read Joel Townsend's full review AUGUST 20, 2021 TOPdesk -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 Review Source Share Use Cases and Deployment Scope TOPdesk is being used within our university to record and manage our student interactions. We use it primarily in our Student Services department but it is being used across all Faculties and in a number of other Professional Service Areas within the university. This software allows us to see at a glance all the communications with a student and to understand their wider needs, be it that they have on-going technical issues with an element of their studies, an emerging mental health situation or that they have an issue in another way. It means that the student doesn't need to repeat themselves from team to team and also allows us to spot emerging issues sometimes before the student is aware of a problem. Pros and Cons Extremely easy to configure and [customize] for our own needs Outstanding customer support -always very friendly, knowledgeable and prompt to respond Very versatile and can be adapted to suit a very diverse range of teams -it's not just for IT! The self-service portal works well but is not as [customizable] as it could be The 'out of the box' nature of the product makes it very easy to configure but this can sometimes lead you down a path that you don't always want to follow. However the benefits vastly outweigh the negatives Likelihood to Recommend I can only speak from our own experience but I would suggest that in any business where you wanted to track and resolve a problem this solution would be ideal. In our own environment we use TOPdesk to record student interactions with us and whilst this isn't a 'problem' the same principles apply. We want to provide outstanding support to our students with their queries, and this software is excellent for this purpose. It allows us to respond in a variety of methods (email, text, WhatsApp, etc) to our students but also allows us to escalate their query to other teams if they need to contribute to the solution so that we can be efficient, timely and effective in supporting our amazing students. 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. Read Rachel Wright's full review 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 Review Source Share Use Cases and Deployment Scope We have recently moved from BMC Track-It! to TOPdesk for our Information Technology support tickets and change management needs. Other departments such as word processing and online learning also use TOPdesk to manage their work requests. We needed a modern solution to provide all levels of technology support to our users, as well as better visibility into our operations for our managers. We plan on rolling out the usage of TOPdesk for asset inventory, and we are using TOPdesk for supplying our end users with self help and submitting their own trouble tickets via the web. Pros and Cons Clear correspondence with our users. An easy to view list of past ad future change management items. An easy to navigate self help knowlegebase. The widgets are helpful, but being able to have separate ones for specific ticket types would be helpful. The ability to integrate into a departmental google calendar for change management would be helpful. Displaying dates in a short numeric format would save on screen real estate. This one is highest on my list - the ability to mass edit / assign tickets! Likelihood to Recommend We are still learning and tweaking our setup so this comment might not be 100% accurate, but this system seem more suited towards a smaller environment rather than a large corporation. 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 has simply been "how do I do what I used to do in Track-It?" Read Gary Wertman's full review NOVEMBER 03, 2021 Seamless Great product with great UI: TOPDesk is Rockstarrrrrrrrr!! Sai karthik Satyavarapu Senior Technical Specialist HCL Software (Information Services, 5001-10,000 employees) Score 8 out of 10 Vetted Review Verified User Review Source Share Use Cases and Deployment Scope Its been used by engineering team and service desk team to track tickets and product support also uses for prioritizing tickets and assigning them easily. UI is great. API integration is also great we can integrate multiple tools easily. Pros and Cons ITSM Kanban Board Asset Management API integrations SLA management Creating reports can be imroved its little bit confusing. he events and actions modules are sometimes frustrating especially when triggers do not work. The change process is confusing and requires regular guidance. It is pretty expensive. The installation process is quite tough It does not allow users to update their profiles with additional details such as education, contact numbers, and links from social media forums. Likelihood to Recommend It helps businesses offer the best services to their consumers. It enables you to create workflows, manage incidents, and keep track of configurations. It's design and installation are simple as compared to other ticketing systems. The customer support is excellent. The API enables you to build incorporations into other tools without dependence on marketplace applications. It enables you to monitor the activities of the department. Support Rating 9 Gets the job done, but lacks a lot of common features that other ticketing systems have out of the box. Read Sai karthik Satyavarapu's full review SEPTEMBER 23, 2021 Works very closely with us to fit our specific needs KP Kim Pratt VP of Technology NorthSouth Productions (Media Production, 11-50 employees) Score 8 out of 10 Vetted Review Verified User Review Source Share Use Cases and Deployment Scope [TOPdesk] is being used across most departments. We are doing ticket tracking (both request and problem reporting) for IT and accounting. We are keeping inventory and resource scheduling for all departments. It is also used for some project management. Pros and Cons Self-service portal customization Inventory Ticket management Scheduling view - shows at most a week at a time Reporting - can't select all the data points we want to filter or sort by Likelihood to Recommend [TOPdesk] works great for most of our teams. It is really helpful in keeping track of resources, tickets, and projects. However, it could be better with planning and reporting. Support Rating 9 Support is prompt, mostly successful, and always friendly. For issues that can't be solved, it is usually because we are trying to do something that isn't directly designed into the software yet. Read Kim Pratt's full review NOVEMBER 03, 2021 TOPDesk is Top of the Heap in Enterprise Help Desk Management Verified User Engineer in Information Technology Education Management Company, 201-500 employees Score 10 out of 10 Vetted Review Verified User Review Source Share Use Cases and Deployment Scope TOPDesk is our primary incident management and change logging system. It is also our primary inventory of physical assets and products/services. We make use of the heavy API integrations of TOPDesk to automate change and incident creation with our systems. As an example, we have a TOPDesk API that parses email notifications from Cisco AMP to automatically create tickets for High/Critical alerts. Pros and Cons Everything is interconnected - you can easily get user/product/case data from anywhere Custom Dashboard and Widgets Strong API integrations Case templates/canned responses make creating/resolving cases take less busy work Sometimes it is clunky to assign something to a specific person, unless you know the dept that person is in If your dashboards are not configured correctly, its very hard to find work assigned to you The search function is only skin deep, unable to pull information on what was said in the ticket Likelihood to Recommend Any ITS department would benefit from considering TOPdesk. It is clunky, as I have said, but I've never seen a case management system that was not clunky. Its just so much data and so much work, I can't see how someone could make one that was easily intuitive while being as detailed. TOPdesk has a small learning curve, but once over that hump it works intuitively. The place I would hesitate to implement is with project management. It is great for tracking change or incidents, but use something like Team Dynamix for your projects. Support Rating 10 I have not had experience with support requests for TopDesk. Read this authenticated review OCTOBER 08, 2021 TOPdesk 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 Review Source Share Use Cases and Deployment Scope TOPdesk is currently being used by our Facilities Operations and Project Management teams. It is helping us streamline operational and planning issues and giving us one platform to assist in maintaining project-related information for buildings, and then ongoing maintenance. Pros and Cons Ease of logging issues. Each user can customize their view. Target dates and time make it easy to sort. Being able to sort on multiple columns (i.e. new work orders by target date). Reporting is very complicated to create and export. Getting this system to talk to other systems for information sharing continues to have disconnects. Likelihood to Recommend The ability to see all work orders, whether assigned or not, is helpful. The ability for technicians to create work orders or transfer them between each other within a technician group is great. In some environments, the ability to move work orders between technician groups is a great feature. I think the reporting functionality needs significant improvement. I need to be able to extract data monthly and not continue to have reports that take 20 minutes to export because we are unable to pick our export information. One other thing we would like to see is email notifications enhanced so that as users respond to technicians, they get an email letting them know. We seem to have some issues with this notification. 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. Read this authenticated review 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 Review Source Share Use Cases and Deployment Scope TOPdesk is used across the entire organization to manage IT incident and service request tickets. It is also used to manage tickets for some of the building facilities departments. Pros and Cons Simple to use Very reliable across the globe -- no response time complaints from Asia Language localization/translation so customers can see TOPdesk in their language preference Provide an option that prevents technicians (or operators) from being able to manually change ticket status, especially where an organization’s workflow strictly forbids it. For example, once a ticket status is set to in progress, a tech should not be able [to] manually change it back to new. Include the functionality that treats incidents and service requests as two different types of tickets with different workflows and requirements. Improve the problem management module. The menus, look & feel, options are very basic compared to ticket management. Improve the TOPdesk chat functionality or provide easy integration with popular chat programs. Likelihood to Recommend It does most functionality one would require of a service management system very well. It is rather light on automation -- that could be good or not so good depending on an organization’s requirements. 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. Read this authenticated review JULY 07, 2021 Topdesk a great helping tool! Verified User Engineer in Information Technology Hospital & Health Care Company, 51-200 employees Score 8 out of 10 Vetted Review Verified User Review Source Share Use Cases and Deployment Scope We using it for making reservations, cmdb and incident managment Pros and Cons reservation process incident management process easy to use easier shortcuts agenda option dont know any more Likelihood to Recommend easy to use in small and larger enviroments. The process for use is easy to explain to users Support Rating 8 the support is really fast and professional Read this authenticated review MARCH 08, 2021 TOpdesk rating Jantien Strijland ZZP/Freelance Functioneel (applicatie) beheer, ERP, EPD, specialisme TOPdesk TranceMission v.o.f. (Information Services, 1-10 employees) Score 10 out of 10 Vetted Review Verified User Review Source Share Use Cases and Deployment Scope TOPdesk is used througout the whole organisation. It supports all departments which deliver end-user processes regarding IT, HRM, Facilitair, Reservations, etc. Pros and Cons Very user friendly Complete Supporting all kind of processes within a company for services to personel and customers Key-point more clearly all too quickly changing options and possibilities Support more information about How best to implement processes More levels on Categorisation Extended functions in Forms + .PDF creation/Fill in Likelihood to Recommend In the broad sentence of ITSM applications I think this is the best option. Especially the various departments and services and how they link and be able to work together in one application. Support Rating 9 Very good Read Jantien Strijland's full review 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 Review Source Share Use Cases and Deployment Scope We use TOPdesk within different parts of the organization: IT, reception, planning, CRM. It's mainly used as a helpdesk tool in which colleagues can address problems/questions/whatever. Besides that, the meetingplanner is a very powerful tool which prevents people to book meetingrooms which are already given. Once every 3 months we use the possibility of making an overview of incoming calls, which come with ratings of how much time is spent on each call and which sort of call is being made most frequently. Pros and Cons Making forms of standard routines. Making overviews of activities made. Integration with intranet (you have to set up that yourself though). In the SAAS version the most usual Windows shortcuts don't work. Using the TAB-key doesn't always work as you'd expect. TOPdesk is not quite pro-active in advising/schooling in different not-so-many used modules. Likelihood to Recommend For helpdesk purposes, at the IT department or any other department for that matter, TOPdesk is the software to use. We have been using it for more than 15 years now and through the years they kept on developing the software with new additional functionalities of which I wasn't even aware of I was missing it. Streamlining calls with TOPdesk saves a lot of phone calls and emails. 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. Usability 9 TOPdesk is very usable in various departments of our organization. Training Types Used no training Scalability 9 I couldn't think of a thing that wouldn't add to my wishes. Upgrade Process YesThe upgrade from 'on premise' to the new SAAS solution went quite smoothly. Not in the least because we had the help and use of a professional TOPdesk consultant who ticked all the boxes that had to be ticked - from designing how your TOPdesk should look like and what it could do, to (sort of) training the admins. Read Mark Coutinho's full review APRIL 01, 2021 TOPdesk is TOPs in the field of Helpdesk/Knowledge Base systems. Verified User Analyst in Information Technology Education Management Company, 11-50 employees Score 9 out of 10 Vetted Review Verified User Review Source Share Use Cases and Deployment Scope The ECNO Shared Technology Services team uses TOPdesk as a one-stop ticket management and queue system for both our internal processes via Change Management, and for our external clients at 33 different school boards to enter support requests for our products and services. It provides both real-time monitoring of our current support requests shared between a team of 3 remote technicians, and allows historical data to be stored and accessed by both our clients and internal teams. Pros and Cons TOPdesk provides easy to customize reports based on user or organization designed selections, allowing the data stored inside the helpdesk solution to be extracted, analyzed, and acted upon. Using simple visual queries, any user is able to build data extracts on the fly Importation of data is easy to arrange and insert into the system. From existing support requests to a customer knowledge database, the data can be imported once, or as part of a constantly updating system for user changes, asset management, or user-facing data. The ability to reply to emails to update tickets, both as the person making the support request and as the person working on the support request, makes it much easier to keep everyone informed as to the progress of the tickets and the eventual resolution. The initial setup curve is very high, with it being strongly recommended that you involve the company in the design and setup phases to be able to get the most out of the program. The complexity of the setup is more than offset by the functionality of the product. Likelihood to Recommend TOPdesk is well suited to any information technology department or organization that operates on a ticket based system. The tracking and management of workloads is excellent, and in fact, the system is appropriate for any organization that track work based on tickets. Any appointment based system can be modeled inside TOPdesk using the appointment planning board, allowing managers to see the planned appointments of employees. Support Rating 9 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. Read this authenticated review NOVEMBER 20, 2020 TOPdesk as a spider in the web for IT service and facilities management Timo Snijders Application administrator NOS (Broadcast Media, 1001-5000 employees) Score 8 out of 10 Vetted Review Verified User Review Source Share Use Cases and Deployment Scope We use TOPdesk as our Incident Management system - every user within the NOS can reach our FrontOffice (helpdesk) via the TOPdesk Self-Service portal in addition to telephone and email. With this portal, a malfunction can be reported, a request (hardware / software / access) can be submitted, a meeting room can be reserved, and a business gift can be requested. Employment and disengagement procedures can also be started from this portal. All these matters are resolved by our Front Office as First Line incidents, and otherwise pass on Second Line incidents to IT service management, facilities management and developers. The Change Management module is used to handle request workflows, such as employment procedures, disengagement procedures, hardware, software, promotional gifts and access. We use the module Operations Management the schedule our Operational Activities. With the Reservations Management module, hardware such as cameras, special laptops, various broadcast equipment and meeting rooms can be reserved. The Item Management module includes the articles that we offer through a kind of webshop on the Self-Service portal. The Configuration Management module is used to register all objects such as hardware, software, licenses and telephones. With the Knowledge Management module we keep track of our manuals, descriptions and work instructions. Relevant Knowledge Items are also displayed via the Self-Service portal as FAQs and items that indicate which services and production we offer. The Action Management module is used for triggers for sending emails or setting statuses. TOPdesk mobile is used by, among others, cleaning and janitor to view and log off their tasks. We use a different instance of TOPdesk for our Public relations department. In it, reactions, complaints, suggestions and questions from the public are registered and handled as incidents. Pros and Cons The clear distinction in terms of modules and their functions, but you can easily link the different parts together. Users are involved in the TOPdesk product. Much attention to customer wishes. Free webinars about new developments or the exploration of certain parts. Easy to link to third-party applications. Every version that has been released has been thoroughly tested and therefore there are few bugs in production. Linking TOPdesk environment of customers and / or suppliers (Collaboration Center). Due to the many functionalities of the modules, you sometimes [do] not see the wood for the trees. With Asset Management they are taking a step in the right direction. Likelihood to Recommend If you work with the standard ITIL processes, TOPdesk meets everything. If you want to configure and organize everything yourself, TOPdesk does not meet your wishes. Easy to link to third party applications. Linking TOPdesk environment of customers and / or suppliers (Collaboration Center). See also my use case how we use TOPdesk. 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. Usability 8 In general TOPdesk meets our wishes and requirements. It is stable and reliable. Good support. And as a customer you are involved in many things, and you can go in depth if you want via all kinds of webinars. Read Timo Snijders's full review NOVEMBER 09, 2020 Nice product with room for improvement Rob Slinger Operation manager Simac IT NL (Computer Networking, 1001-5000 employees) Score 8 out of 10 Vetted Review Verified User Review Source Share Use Cases and Deployment Scope We use TOPdesk in several departments for the registration and follow up of incidents, changes, problems and operational tasks at customer sites. We are a managed service provider (servers, network, retail, cloud and security). Customers (and monitoring tools) report calls through telephone, mail, mail import, API connections to other service management apps and portal functionality. Pros and Cons They are making good progress in developing API's for communication with other apps which is becoming more and more important. Also the development of a collaboration platform for easy connecting to other/customer (TOPdesk) systems is a positive move. In our company we will build a extensive API configuration to communicate with MS Dynamics and we already have several connections with customers that gives a better user experience. The events and actions module gives extra power to the system to overcome some limitations or automate manual actions. We use this option for a lot of different activities. One is for a notification when a certificate or application license is almost expired but there are a lot more applications for this function. Technical support department performs nicely and in a professional way. Room for improvement is in workflows and in mandatory fields based on where you are in a proces. E.g. when closing an incident you have to be forced to check if you made the right decisions at registration time. Also skipping statuses is possible but not wanted. On several places it would helpful if you could make more field dependent on what you chose in a earlier field. E.g. in the new asset management templates showing only the models of the brand you choose. Also a third level under category/subcategory is needed. Likelihood to Recommend With some of the improvements mentioned earlier TOPdesk is working fine in a managed service provider environment. API possibilities are great and makes it flexible in connecting to other systems. Change management module could need improvement and is sometimes more administrative work then the actual change. Support Rating 9 The level of experience of the technical support department is fine, reaction times are sometimes a bit varying, sometimes fast and sometimes slow. This also goes for the overall support. Usability 8 We work fine with the product and there are several ways to build solutions for challenges. There is room for improvements as mentioned earlier and more feedback on, if a function will be added and when would be nice. Read Rob Slinger's full review AUGUST 31, 2020 TOPdesk: Customer-oriented ticketing for in-house maintenance BF Bernd Fredriks Transition Manager Fujifilm Europe B.V. (Chemicals, 1001-5000 employees) Score 9 out of 10 Vetted Review Verified User Review Source Share Use Cases and Deployment Scope TOPdesk is used within Fujifilm in two areas. First, it is used as a ticketing system for our European Logistics, logging all mistakes, questions, problems that appear during the distribution from our Central Warehouse, and our 5 hub warehouses to our customers in Europe. Second, it is used as a ticketing system for our shared service organization, located in Gdansk, to register all issues and questions between them and the finance departments in the different local entities in Europe. Pros and Cons TOPdesk is simple to use for the creators of a ticket by the Self Service Portal The input forms are easy to design and have not much possibility for fancy stuff. Therefore they keep it simple and it can easily be created and designed. Process Flows can easily be modeled in TOPdesk by internal administrators. By defining user groups and assigning specific operators or callers, the business process can quickly be created. For more complicated workflows there is a so-called Change Management Module. For designing process flows for this module training is recommended. TOPdesk provides raw data reports that can be handled in Excel. Pivot tables in Excel let you easily be in control of reports. For application in the Scrum of Agile job assignment processes, TOPdesk offers the so-called Kanban board, which is very useful to show the overall status of tasks to be done. Modeling more complicated workflows is difficult and could need the support of a consultant Graphical output of Topdesk is very limited. Users mainly will rely on Excel as reporting tool, except for some basic graphs that are provided in your dashboard by Topdesk itself. Likelihood to Recommend For the application of standard ticketing processes, TOPdesk is very suitable. Especially as you do not want to spend time on training at your callers (if this is a potentially big group). Also, escalation processes within the operating company can well be handled by TOPdesk. Operators have a simple and clear view of their tasks and the tasks of their direct colleagues. Complicated multistep process flows need to be designed carefully (consultancy). Also, the connection to graphical interfaces for daily dashboards outside TOPdesk can be troublesome. Support Rating 9 Contacts are always very quick and efficient. Pre-sales and on-boarding were done in a cooperative way. After installation of the cloud software, we participated in a question and answer session which was really useful. But the real excellence of the TOPdesk organization can be found in their helpdesk. Issues are treated very seriously, solutions are provided free of charge, and the limits of the system are shared in an honest way. If I should mention a weaker point, it is the speed of development to get rid of certain annoying things. However, these annoying characteristics were not very important. Read Bernd Fredriks's full review NOVEMBER 11, 2020 Good supplier of good software with space for improvement Rianne Willems Applicatie beheerder FPC de Rooyse Wissel (Hospital & Health Care, 501-1000 employees) Score 8 out of 10 Vetted Review Verified User Review Source Share Use Cases and Deployment Scope Currently it is used at the IT department to register tickets/issues/changes and to register hardware. It is also being used by our security department to register keys. We would like to expand the use for our facility department. We are currently using the on premise software. Pros and Cons [Register] incidents. Logging. [Register] products. It would be nice if the status of a product can automatically change when they are registered to a product. More layout options in ssp. Likelihood to Recommend We import the incidents by e-mail. The managing of tickets works really wel. The communication is clear and easy to find. The reports are good. 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. Usability 8 Sometimes I think some things are hard to find. I often do not know if I have to search in Settings or in Modules. In some cases the user has to do a lot of clicks for example to link a key to a user. Something could work a little smarter. Read Rianne Willems's full review NOVEMBER 02, 2020 A happy TOPdesk customer AS Arjan Sip Engineer Login Consultants (Information Technology & Services, 51-200 employees) Score 9 out of 10 Vetted Review Verified User Review Source Share Use Cases and Deployment Scope TOPdesk helps our Managed Services department with delivering proper services to our customers. We keep track of our contracts, tickets changes, our own assets, etc. Provides us with SLA reports. And we can correlate with other TOPdesk using companies and services to provide a smooth integration with our ITSM-tooling. Pros and Cons Collaboration. Intuitive use. Filtering to keep track of things. Collaboration could be a bit smoother. Some things are a lot of work to maintain (mails in the action module). Likelihood to Recommend Rather fast to set up and implement, and since it is modular we are able to expand the services when we are ready for it. Support Rating 9 Service is excellent, not much more to say. Usability 9 Normal day to day use is very simple. Read Arjan Sip's full review OCTOBER 02, 2020 TOPdesk used between multiple governments and IT departments Robin Exoo ICT Medewerker / Applicatiebeheerder RID de Liemers (Information Technology & Services, 501-1000 employees) Score 9 out of 10 Vetted Review Verified User Review Source Share Use Cases and Deployment Scope We are an ICT cooperation that supports 6 local governments and local government cooperation. We use TOPdesk as the primary tool for all our workloads using ITIL standards. All colleges are able to log in to the Self-Service Desk and access the knowledge base, make an incident call, or ask for a change through various forms. All incidents will be handled by our ICT department or functional engineers within the government. Due to the use of forms on the Self-Service Desk page, we can direct all questions, incidents, and changes to the right support group of the Service Desk. In our case, the Service Desk can focus on the telephone and solving problems instead of rerouting service calls. The knowledgebase is updated weekly with manuals for end-users or ICT colleges. We made sure that the 2 are separated, even between operators. Pros and Cons Software updates as a standard change for all steps to be taken All employee changes between multiple organizations managed in 1 change One place for all your questions Reports about changes and incidents in one view Easy report wizard for people who don't use TOPdesk daily Bulk changes for IT hardware Likelihood to Recommend The biggest collaboration between us and the government is through the change management tool. We made a big effort to merge all the changes to one for all the things which need be done when a new employee starts, of a college leaves. These changes start within the company where the college starts. Every department and our ICT department all get activities in the right order to get all preparation done. From HR contract to the user account and e-mail, but also things like mobile phone, connected to a digit telephone number, user accounts in programs, and tools for that specific function. We have been able to make standard changes to update and upgrade the procedure of the software, even with an extensive change, which includes all steps to be taken, starting at the change advisory board through to delivery to the end-user. 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. Read Robin Exoo's full review JULY 31, 2020 TOPdesk Review -- 10 years of TOPdesk Jay Hamel Sr. Vice President & C.O.O. Line One Contact Centers Inc. (Information Technology and Services, 11-50 employees) Score 9 out of 10 Vetted Review Verified User Review Source Share Use Cases and Deployment Scope 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. Pros and Cons 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. Likelihood to Recommend 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. Support Rating 9 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. Usability 9 Have been a customer for a long time and the sheer uptime of this system has been legendary. Read Jay Hamel's full review JULY 29, 2020 TOPdesk is just the way to go in the current IT Environment! RH Rob Hoogeveen Topdesk consultant Gasunie (Computer Software, 1001-5000 employees) Score 8 out of 10 Vetted Review Verified User Review Source Share Use Cases and Deployment Scope TOPdesk is used almost across the whole organization. But also our customers have access to it. TOPdesk is used by customers and our internal user for filing incidents and changes. We also hope to implement the project management and change control modules in the near future. Pros and Cons It creates a very plain system wich is easy to understand for the employees. The amount of features within TOPdesk makes the sky unlimited. It is so advance that there simply isn't a "no" when you want something done in TOPdesk. On the management side, it's pretty hard to find and edit specific items if you don't know where to find it. It could be a bit more organized and easy for people who have to manage TOPdesk in their environment. Likelihood to Recommend Implementing TOPdesk in an ITIL environment is just a great outcome. The possibilities are endless and if you want something to be done it's definitely possible in TOPdesk. Also, TOPdesk is very user-friendly when it comes to the user side of it. Support Rating 8 Pretty straightforward. Haven't really contacted the TOPdesk support that much but when I did the response time was good and their information regarding my question as well. Usability 8 In general TopDesk is still the leading software as a registration tool for not only IT departures but almost the whole business. The amount of options that are available within TopDesk is so big that it would fit literally any business where they can create their own environment that suits their business. The overall usability is also on the responsability of the one that implements it. Aslong as you know what your business wants and needs it is the best software you can think of in the current market. Read Rob Hoogeveen's full review JULY 29, 2020 TOPdesk, what's in a name? PS Paolo Staal System and Network Administrator Oasen NV (Utilities, 201-500 employees) Score 9 out of 10 Vetted Review Verified User Review Source Share Use Cases and Deployment Scope TOPdesk is used by several departments: IT, Facility Management and Quality Management. The top users are the IT employees. The rest of the organization is well known with the SelfServiceDesk to submit incidents or changes and to track the status of their requests. It helps to centralize the support questions (IT, Facility Management ) and accident registration (Quality Management) from the entire organization. The CMDB is leading for the purchased hardware (varying from SIM-cards to beamers etc.) and to keep track of it. Pros and Cons The interface is well designed and through the years this has only improved. Reasonably easy to customize for your own needs. The management of the application is not too complex. Good and professional support from the TOPdesk support team. I would like to see more functionality for TOPDesk reports. It is not possible to create a complete report with several indicators from different categories. It would be great if I just could combine everything into one big management report which I could send monthly (automatically). Splitting the use for different departments in one TOPdesk environment is quite difficult. There are possibilities, but there can easily be cross contamination. The SelfServiceDesk is quite basic (but functional). It would be great if you could enrich these with widgets to retrieve realtime information from your environment (like specific uptime or live service status from business applications). Likelihood to Recommend TOPDesk would be great for bigger sized companies where there is a reasonable number of support questions. I think it is less suitable for maintenance departments who want to plan replacements and keep track of (almost) outdated equipment. Instead of TOPDesk, our own organization has chosen another product for this use to fit their requirements. Support Rating 9 The support I experienced was always professional and they took the time to solve every question. There are no long waiting times, even with the more complex issues the resolution time was very acceptable. Read Paolo Staal's full review JULY 28, 2020 TOPdesk Review Jeffrey Ing Software Support Specialist Defenders of Wildlife (Computer Software, 51-200 employees) Score 7 out of 10 Vetted Review Verified User Review Source Share Use Cases and Deployment Scope [It's] Used by the whole organization. It addresses any ticketing management needs to maintain records and IT/Web/GIS/Design communications with staff. Pros and Cons Workflow Managments and uptime. Easily create forms for any new self service desk. Fast implementation of new workflows. Creating new users and archiving old users. Customizing more complicated workflow with different external teams. More options in creating more elaborate forms, adding pictures for example. more integration options for Azure, we currently cannot integrate fully with azure and manually upload everytime we create a new user. Likelihood to Recommend It is well suited in helpdesk ticket management. It is well suited for ticket history and records retrieval. It is not suited for team collaboration or collaboration with external users. It is not suited with integration with office365. Support Rating 9 Service has been excellent, everyone is very responsive. I like the new communications [features], it has definitely improved in the past 5 years. Sometimes, I feel a bit brushed off with more complicated integration questions. Usability 7 It's a great product once setup and is pretty autonomous. If you need to setup anything new, it can be sometimes painful dependent on what you need to setup. Creating portals is very straight forward and easy but creating flows for different forms or operator groups is a great hassle with little explanation. Training Types Used no training Read Jeffrey Ing's full review 1 (current) 2 3 4 5 6 Next Last Last TOPdesk Scorecard Summary Likelihood to Recommend (139) 85% 8.5 Likelihood to Renew (46) 91% 9.1 Usability (22) 86% 8.6 Availability (6) 90% 9.0 Performance (6) 81% 8.1 Support Rating (144) 87% 8.7 In-Person Training (1) 73% 7.3 Online Training (1) 64% 6.4 Implementation Rating (12) 80% 8.0 Product Scalability (6) 79% 7.9 Feature Scorecard Summary Incident and problem management (7) 81% 8.1 Organize and prioritize service tickets (139) 87% 8.7 Expert directory (91) 80% 8.0 Service restoration (89) 82% 8.2 Self-service tools (128) 83% 8.3 Subscription-based notifications (97) 78% 7.8 ITSM collaboration and documentation (106) 80% 8.0 ITSM reports and dashboards (113) 78% 7.8 ITSM asset management (3) 85% 8.5 Configuration mangement (110) 86% 8.6 Asset management dashboard (94) 87% 8.7 Policy and contract enforcement (77) 81% 8.1 Change management (3) 80% 8.0 Change requests repository (107) 79% 7.9 Change calendar (88) 77% 7.7 Service-level management (88) 83% 8.3 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. CategoriesFacility ManagementIT Service Management (ITSM) TOPdesk Features Incident and problem management Features Streamlining ticketing and service restoration processes Supported: Organize and prioritize service tickets Prioritize tickets to ensure most urgent are tackled first Supported: Expert directory Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts Supported: Service restoration Impact assessment and automated fixes for common problems Supported: Self-service tools Repository of information documenting common issues and known resolutions which can be accessed directly by users Supported: Subscription-based notifications Users subscribe to notifications for ticket updates Supported: ITSM collaboration and documentation Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case. Supported: ITSM reports and dashboards Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data ITSM asset management Features Managing all IT assets and enforcing policy rules Supported: Configuration mangement Database for tracking and reporting all business assets Supported: Asset management dashboard Dashboard showing organization's software portfolio Supported: Policy and contract enforcement Ensuring that requesters have eligibility before fullfullment Change management Features Ensuring standardized processes for making changes to IT infrastructure Supported: Change requests repository Single repository of all planned changes and releases Supported: Change calendar Calendar showing change schedule to stakeholders Supported: Service-level management Process for negotiating agreements regarding service level expectations, and ensuring these are met 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 Snow License ManagerQlikViewQlik SenseLansweeperNagios CoreThe Okta Identity CloudMicrosoft AzureOneLoginMicrosoft System CenterMicrosoft BI (MSBI)Microsoft Dynamics 365 Business Central (formerly Dynamics NAV)Skype for Business (formerly Lync), now part of Microsoft TeamsMicrosoft Dynamics 365 (formerly Microsoft Dynamics CRM)BeyondTrust Remote Support (formerly Bomgar)Microsoft System Center Configuration Manager (SCCM)Ivanti IT Asset Management Suite (formerly LANDESK IT Asset Management Suite)Ivanti Endpoint Manager (formerly LANDESK Management Suite)RES Service AutomationMicrosoft Active DirectoryUMRA Access & Identity ManagementMavim RulesISM TOPdesk Competitors ServiceNow IT Service ManagementPlanon UniverseCherwell Service ManagementFreshdeskSysAidIvanti Service Manager (powered by Heat)Jira Service Management (Jira Service Desk)Axxerion, by SpacewellSolarwinds Service Desk (formerly Samanage) TOPdesk Pricing More Pricing Information More pricing information from TOPdesk TOPdesk Customer Size Distribution Consumers 0% Small Businesses (1-50 employees) 5% Mid-Size Companies (51-500 employees) 55% Enterprises (more than 500 employees) 40% TOPdesk Technical Details Deployment Types On-premise, SaaS Operating Systems Windows, Linux Mobile Application Apple iOS, Android, Windows Phone, Mobile Web Supported Countries Global Supported Languages English, Spanish, German, French, Portuguese, Dutch, Danish, Swedish, Hungarian, Italian, Polish, Norwegian 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 are TOPdesk's top competitors? ServiceNow IT Service Management, Planon Universe, and Cherwell Service Management are common alternatives for TOPdesk. What is TOPdesk's best feature? Reviewers rate Organize and prioritize service tickets and Asset management dashboard highest, with a score of 8.7. Who uses TOPdesk? The most common users of TOPdesk are from Mid-size Companies and the Information Technology & Services industry. For Vendors Intent Data Preview for TOPdesk More Information TOPdesk Product Details Alternatives to TOPdesk All IT Service Management (ITSM) Software Compare with… Jira Service Management (Jira Service Desk) ServiceNow IT Service Management Datto Autotask PSA SAP CRM Microsoft Endpoint Manager (Microsoft Intune + SCCM) Freshservice MS SharePoint Other TOPdesk Alternatives Do you work for this company? In-market buyers come here to decide to buy your product, or not. Want to be part of the conversation? Start now for free TrustRadius About Us Team Careers News For Buyers Categories Compare Products Buyer Blog For Vendors Vendor Main Page Why Claim Your Profile Resources Vendor Blog YouTube Facebook Twitter LinkedIn Terms of Use Security Privacy Policy Do Not Sell My Info Cal. 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