search rate_review Write a Review list Categories  Log In business For Vendors All Categories > IT Service Management Tools > TOPdesk > TOPdesk TOPdesk Reviews by TOPdesk in IT Service Management Tools 4.6 798 Reviews compare_arrows COMPARE rate_review WRITE A REVIEW DOWNLOAD PDF Overview Reviews Alternatives Likes and Dislikes Ratings TOPdesk Ratings Overview Review weighting  Reviewed in Last 12 Months EMAIL PAGE 4.6 798 Reviews (All Time) Rating Distribution 5 Star 68% 4 Star 30% 3 Star 2% 2 Star 0% 1 Star 0% Distribution based on 798 ratings  92% Would Recommend Customer Experience Evaluation & Contracting 4.5 Integration & Deployment 4.5 Service & Support 4.7 Product Capabilities 4.5 All User Ratings Overall experience with TOPdesk How helpful reviews are selected  FAVORABLE REVIEW 5.0 January 27, 2021 TopDesk Has Been Embraced As An Enterprise Service Management Tool The application (we use the cloud hosted solution) is very user-friendly and did not take much effort to adopt. The API is easy to work with and allows for simple integration into 3rd party tools and processes. The platform continues to evolve. Support is good and the Canadian onboarding team is outstanding. Read Full Review CRITICAL REVIEW 3.0 January 11, 2021 Recommend Topdesk Even With Shortfalls We're happy that we chose Topdesk. It's implementation is straightforward compared to other ticketing systems where we completed the transition within a few months without requiring a dedicated programmer. The UI for both the self-service and operator portals is modern, and we really like how suggested knowledge articles appear automatically when entering incidents. However, TD falls short with it's reporting/query capabilities and email trigger configuration is tedious, not-intuitive and difficult. Read Full Review See All 798 Product Reviews Likes and dislikes about TOPdesk LIKES The APi allows us to build integrations into other platforms without reliance on marketplace apps. The solution has been adopted across the enterprise and is in use by many non-IT departments to manage their tickets and changes. We are working in a GMP CPG pharmaceutical industry with heavy regulatory requirements and this platform is meeting our needs. A key deciding factor for us was their unique licensing model that allows us to add as many admins/operators to the platform as we want. Most competitors charge a fee per ... January 26, 2021 Read Full Review DISLIKES Creating email triggers based on workflows is very difficult and time consuming. Our deployment rep even had a hard time configuring the triggers to work. This caused our project to be delayed a few weeks. Months later were still finding triggers that dont work properly. Resolving a trigger typically takes at least an hour. Also, columns for selections (aka queries) are based on individual accounts. So when someone shares a selection, the recipients must add their own columns separately. January 10, 2021 Read Full Review View more likes and dislikes Filter reviews using popular topics: service managementusageself servicehelp contenttool usageincident management end-user management tools change management user experience ..+20 more UNLOCK ALL TOPICS Top TOPdesk Alternatives Other vendors considered by reviewers before purchasing from TOPdesk 20% considered ServiceNow 18% considered Microsoft 8% considered Atlassian All TOPdesk Alternatives (41) Compare TOPdesk with competitors Compare TOPdesk vs ServiceNow IT Service Management Compare TOPdesk vs SolarWinds Service Desk Compare TOPdesk vs ServiceDesk Plus Product Features and Ratings Incident and Problem Management 4.7 (792) Self-Service/Request Fulfillment 4.6 (789) IT Knowledge Management 4.4 (786) Reporting and SLA Management 4.2 (786) Workflow Design and Flexibility 4.3 (785) AITSM 4.1 (128) Change and Release Management 4.5 (129) Configuration Management 4.4 (128) Collaboration 4.3 (128) ITOM Integration 4.2 (127) Overhead 4.3 (127) User Experience 4.4 (128) Development Integration 4.1 (36) Reviewer Insights and Demographics Company Size <50M USD 24% 50M-1B USD 33% 1B-10B USD 7% 10B+ USD 2% Gov't/PS/Ed 34% Industry Services 23% Finance 6% Manufacturing 9% Healthcare 14% Other 48% Deployment Region Europe, Middle East and Africa 82% North America 10% Latin America 5% Asia/Pacific 3% Most Helpful TOPdesk Reviews See All 798 Product Reviews 5.0 Jan 27, 2021 Review Source:  TopDesk Has Been Embraced As An Enterprise Service Management Tool Reviewer Role: CTO Company Size: 50M - 250M USD Industry: Manufacturing Industry The application (we use the cloud hosted solution) is very user-friendly and did not take much effort to adopt. The API is easy to work with and allows for simple integration into 3rd party tools and processes. The platform continues to evolve. Support is good and the Canadian onboarding team is outstanding. ... Read Full Review 5.0 Jan 11, 2021 Review Source:  TOPdesk a clear winner for our organization. Reviewer Role: Enterprise Architecture and Technology Innovation Company Size: 50M - 250M USD Industry: Healthcare Industry TOPdesk has been a pleasure to work with. The company supplied training has been outstanding and the customer service has been terrific. The product did not take long to stand up and has received rave reviews from our end user community. The self-service portal is easy to design and makes the process of submitting tickets and change requests seamless for the ... Read Full Review 5.0 Jan 14, 2021 Review Source:  TOPdesk, quite simply a TOP company and so much more than a modern, market led ITSM tool. Reviewer Role: Infrastructure and Operations Company Size: Gov't/PS/ED <5,000 Employees Industry: Education Industry We recognised that there was room for improvement in both the overhead and usability of our old ITSM tool, however I was blow away by how easy TOPdesk was to use and more importantly configure and maintain. Need a new self service form, then it is created in minutes. New knowledge articles created from within the tool and often from a call that you have just ... Read Full Review 5.0 Jan 14, 2021 Review Source:  TOPdesk is highly recommended and well worth exploring for yourself Reviewer Role: Knowledge Specialist Company Size: Gov't/PS/ED <5,000 Employees Industry: Education Industry TOPdesk as a company are very unlike many of the other companies that I have worked with, in that they really seem to care about our success and will work collaboratively alongside us, in helping us to achieve our goals. The TOPdesk product is extremely easy to use and is very effective in supporting our work with students. It integrates with our other existing ... Read Full Review 3.0 Jan 11, 2021 Review Source:  Recommend Topdesk Even With Shortfalls Reviewer Role: Program and Portfolio Management Company Size: Gov't/PS/ED <5,000 Employees Industry: Government Industry We're happy that we chose Topdesk. It's implementation is straightforward compared to other ticketing systems where we completed the transition within a few months without requiring a dedicated programmer. The UI for both the self-service and operator portals is modern, and we really like how suggested knowledge articles appear automatically when entering ... Read Full Review 5.0 Jan 17, 2021 Review Source:  Topdesk allows school board to modernize IT incident management. Reviewer Role: Applications Company Size: Gov't/PS/ED 5,000 - 50,000 Employees Industry: Education Industry The account manager assigned to our implementation was fantastic. They came and sat with our teams and took the time to map out the transition plan and assisted to train users that were key parts of the implementation. They created all the key integration and automation components and worked with us to show how they could be replicated for alternative ... Read Full Review 4.0 Jan 26, 2021 Review Source:  Great user-interface and great support Reviewer Role: Infrastructure and Operations Company Size: <50M USD Industry: Finance Industry Our overall experience with TOPdesk is amazing. TOPdesk has such an user-friendly interface and it's very easy to work with. It even comes with templates so that you can quickly configure your TOPdesk environment. The consultants who are helping you setting up your own TOPdesk environment are well experienced. This is a hugh benefit because they ask questions ... Read Full Review 5.0 Dec 16, 2020 Review Source:  A nice and mostly easy tool which has the power to do so much, in the right hands! Reviewer Role: Infrastructure and Operations Company Size: Gov't/PS/ED <5,000 Employees Industry: Education Industry This is an excellent tool which provides visibility across the whole of IT Services. We are also able to onboard other departments who have found the tool easy to use for their forms. From an IT perspective there could be some areas tweaked to make the operator experience easier but overall it's a lovely product and much better than we had. ... Read Full Review 5.0 Feb 8, 2021 Review Source:  No-Nonsense Service management with an excellent support team. Reviewer Role: Consultant Company Size: 500M - 1B USD Industry: Retail Industry The TOPdesk organisation is very open and helpful. The tool itself is very strong on incident management which is very easy for both operators and end-users to use. The software is very stable, reliable and scalable. One of the weak areas is the complexity of the change management module and very limited options in the reporting module. The support team of ... Read Full Review 3.0 Jan 26, 2021 Review Source:  A good service desk system Reviewer Role: CTO Company Size: <50M USD Industry: Services Industry We reviewed multiple service desk systems and in our opinion TopDesk was the best at their price range, offering a good number of features and an API we could use to tie into our current systems. While the system has many flaws, they are working towards them SLOWLY, but surely. I'm sure there are other systems out there that are better, but TopDesk has a fair ... Read Full Review 4.0 Jun 13, 2021 TopDesk - a reliable tool that helps in service management Reviewer Role: R&D/Product Development Company Size: 250M - 500M USD Industry: Services Industry Topdesk can integrate easily with intranet.It provides user friendly experience.Topdesk is highly customizable service managament software tool.The Importation of data is easy to arrange and insert into this tool. Data is only imported at once in the whole cycle from existing support requests to a customer knowledge database.It has a great ability to reply to emails ... Read Full Review 4.0 Jan 8, 2021 Review Source:  We had a simple helpdesk ticketing system up and running in no time! Reviewer Role: Infrastructure and Operations Company Size: Gov't/PS/ED <5,000 Employees Industry: Education Industry We have been using TOPdesk for three years now and it has been a great addition to our resources. We originally started off utilizing it for Ticketing only but have now rolled out the other functions and integrating them with our services. Read Full Review 5.0 Nov 27, 2020 Review Source:  Easy to use and customer focussed ITSM Tooling Reviewer Role: Applications Company Size: <50M USD Industry: Energy and Utilities Industry Useful product that has good best practices but can still be used flexible. We use it for multiple departments which are all satisfied with the usage. It's easy in setup and usage for both the front end for end users in the Self Service Portal as in the backend for operators. ... Read Full Review 5.0 Mar 4, 2021 Review Source:  Topdesk is top priority to work with customers, easy to link with third party application Reviewer Role: R&D/Product Development Company Size: 30B + USD Industry: Services Industry The best thing is that it’s very easy to link with third party applications. Another thing which they cleared is the difference between modules available and their functions. They arrange webinars to educate users about new features and current features too to give them a thorough knowledge about how it all works. ... Read Full Review 5.0 Jan 14, 2021 Review Source:  Great tool, good value, great team Reviewer Role: Applications Company Size: Gov't/PS/ED <5,000 Employees Industry: Education Industry Initial implementation was for facilities work orders (fall 2019). Fall 2020 moved ITS to it. Already have a line up of other departments that want to use it. Really like the enterprise service management opportunity with the tool. 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