Overview
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.
TOPdesk Review
TOPdesk is TOP!
User review of TOPdesk
User review of TOPdesk
Good Product!
TOPdesk is a Great Tool!
TOPdesk review
TOPdesk Review
TOPdesk in healthcare
TOPdesk
Go start using TOPdesk
TOPdesk Review
Good tool
TOPdesk a great tool to work with
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Self-service tools (180)8.484%
- Organize and prioritize service tickets (194)8.282%
- ITSM collaboration and documentation (148)8.282%
- ITSM reports and dashboards (156)7.474%
Reviewer Pros & Cons
Pricing
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.
Entry-level set up fee?
- Setup fee optional
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Would you like us to let the vendor know that you want pricing?
86 people also want pricing
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Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 8.2Organize and prioritize service tickets(194) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 7.6Expert directory(134) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 8.1Service restoration(130) Ratings
Impact assessment and automated fixes for common problems
- 8.4Self-service tools(180) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
- 8.1Subscription-based notifications(132) Ratings
Users subscribe to notifications for ticket updates
- 8.2ITSM collaboration and documentation(148) Ratings
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.
- 7.4ITSM reports and dashboards(156) Ratings
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
ITSM asset management
Managing all IT assets and enforcing policy rules
- 8.4Configuration mangement(148) Ratings
Database for tracking and reporting all business assets
- 7.8Asset management dashboard(136) Ratings
Dashboard showing organization's software portfolio
- 8.1Policy and contract enforcement(103) Ratings
Ensuring that requesters have eligibility before fullfullment
Change management
Ensuring standardized processes for making changes to IT infrastructure
- 7.8Change requests repository(146) Ratings
Single repository of all planned changes and releases
- 7.8Change calendar(117) Ratings
Calendar showing change schedule to stakeholders
- 7.9Service-level management(126) Ratings
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is TOPdesk?
- Is suitable for IT, FM or HR.
- Includes integrations with other packages.
TOPdesk Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Expert directory
- Supported: Service restoration
- Supported: Self-service tools
- Supported: Subscription-based notifications
- Supported: ITSM collaboration and documentation
- Supported: ITSM reports and dashboards
ITSM asset management Features
- Supported: Configuration mangement
- Supported: Asset management dashboard
- Supported: Policy and contract enforcement
Change management Features
- Supported: Change requests repository
- Supported: Change calendar
- Supported: Service-level management
Additional Features
- Supported: Resource Plan Board
- Supported: Operations Management
- Supported: Open API
- Supported: Integrations Market Place
- Supported: Reservations Management
TOPdesk Integrations
- Snow License Manager
- QlikView
- Qlik Sense
- Lansweeper
- Nagios Core
- The Okta Identity Cloud
- Microsoft Azure
- OneLogin by One Identity
- Microsoft System Center
- Microsoft BI (MSBI)
- Microsoft Dynamics 365 Business Central
- Skype for Business, now part of Microsoft Teams
- Microsoft Dynamics 365
- BeyondTrust Remote Support
- Microsoft Intune
- Ivanti Neurons for ITAM
- Ivanti Endpoint Manager
- Microsoft Entra ID
- Ivanti Automation
- Tools4ever UMRA
- Mavim
- ERP Solutions by ISM
TOPdesk Competitors
TOPdesk Technical Details
Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
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
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% |
Comparisons
Compare with
Reviews and Ratings
(407)Attribute Ratings
- 8.8Likelihood to Renew108 ratings
- 9.1Availability9 ratings
- 8.1Performance9 ratings
- 9.7Usability27 ratings
- 8.7Support Rating165 ratings
- 8Online Training2 ratings
- 10In-Person Training2 ratings
- 9.2Implementation Rating15 ratings
- 8.8Configurability8 ratings
- 9.1Product Scalability9 ratings
- 8.2Ease of integration16 ratings
- 9.1Vendor pre-sale7 ratings
- 9Vendor post-sale7 ratings
Reviews
(1-25 of 196)Great product, with some quirks
- Incident management
- Asset management
- Workflow optimization
- Asset management reporting integration
- Selfservice portal could be more informative with backend information
- More dynamic linking between modules for faster switching between modules
Less appropriate is the ease of reserving items, this should get an update so that items that are in stock can easily be geven our.
TOPdesk Review
- Good for reporting a problem like a broken shower
- Too many fields to register
TOPdesk is TOP!
- It’s very friendly to use. Buttons are very clean to use.
- It’s simple to find the locations to enter your problem
- Also good for declarations use
- More examples of the facility problems
- A better link to reply when a problem is solved according to TOPdesk and not for me
- Better visibility in the app design - it’s a little bit overshadowed by the other apps' layouts
User review of TOPdesk
- It’s easy to report something.
- It’s quicker than a call.
- You can make a report at any moment you want.
- Let the data be filled in when you're logged in.
- Make it easier to attach bigger documents.
User review of TOPdesk
- If we work in the evening or at night you can still report a problem instead of asking someone in the daytime to fix it.
- It was a good way to report problems when we were implementing HiX.
- It’s quicker than a call.
- It would be nice if my personal information/data was already filled in when I am logged in.
- Files are sometimes too big to upload.
Good Product!
- It’s structured, so you don’t have to search for things you need.
- It’s great to have the possibility to make your OWN priority.
- When a notification is over the due date, it gets a red color, so you can see what is necessary to pick up first.
- It would have been easier if the people whom you share the notification with also got the email, instead of only the name of the person who makes the notification.
TOPdesk is a Great Tool!
- Knowledge Management
- Asset Management
- Incident Management
- The layout of the knowledge management system
- The trees within the Knowledge management system
- Reporting feature
TOPdesk review
- Administration
- Registration
- Knowledge centre
- Intuitivity
- Better overview in knowledge service
- Easier to make a ticket
TOPdesk Review
- E-Mail to the user
- Reminder when the manager doesn’t react on there email
- ADD a link between TOPdesk and RAM-IT our network partner
- Make it easier to make new changes users can choose
TOPdesk in healthcare
- API function
- Link knowledge items to the notification
- Clear SSP
- Built-in bulk editor for operational activities
- Option to copy/paste images in a notification directly
TOPdesk
- Registration of tickets
- Knowledge items are easy to make/manage
- The logic behind the ticket form
- Automatic alphabetically sorting of the knowledge items
- Not logging out when inactive for a while
Go start using TOPdesk
- Self Service Portal for users
- TOPdesk is very active in training and development
- Quick reply in supportquestions through mytopdesk
- Development speed, the world Goes faster
Currently new and old interface because development roadmap takes time is sometimes confusing for the supportusers
TOPdesk Review
- Overview of the team tickets
- Overview of the personal tickets
- Creating items with information for helpdesk
- Overview of non standard changes
- Planning of non standard changes
Good tool
- Automated or fast handeling of known issues
- Importing mail into tickets
- Asset management
- Reliability in service, regularly experienced slowing performance up to unworkable levels.
Asset management: good overview of all used servers, PC’s and software component.
TOPdesk a great tool to work with
- user friendliness
- Support of ITIL processes
- Customizable
- Self Service Portal
- Reports combining incidents and changes
- Enabling formatting text fields on forms
- Enable multilingual e-mail templates
Con: Gather repetitive information via a form
TOPdesk - Easy to use for Admins and End Users.
- Asset Management.
- Call Management.
- Assigning and Replying to Calls.
- Asset Documentation Creation and Storage.
- Knowledge Base.
- New Checklist System.
- Call Filtering and Folder Management.
- Creating new Call Categories.
TOPdesk Review
This can save time and resources, and improve the quality and consistency of service delivery.
- Incident management
- Problem management
- Asset management
- More AI integration
Happy, and lots of possibilities
- SSP
- Updates
- API structures
- filtering object IDs in SSP forms
TOPdesk review
- it gives us a better overview of our ongoing changes and incidents
- we can manage our assets better and link it to the person who is using them
- its easy to see when someone updates their ticket as you get a notification and if you miss this you even get an email to remind you
- I think it logs out too fast sometimes when I go somewhere else it requires to be logged in again
- sometimes notifications that have already been closed come back
- adding new resources can be hard if you're new.
TOPdesk is a great ITSM tool
We register their incidents and changes and keep track of assets and services.
- Incident management
- Change management
- Knowledge management
- Asset management
- Asset management selections
- Reporting dashboards for service levels
- The interface for selection building
With accessible modules and add ons it provided an easy workspace to manage your workspaces and services.
It could improve with the reporting section over incidents and changes, but excels in knowledge management and user experience.
Very great application to use!
Besides the implementation I also give advise to my customers about how to configure and implement the work processes to ensure the best practice of TOPdesk.
- Functionality
- User interface
- Automation
- Update modules
- Reservations Management
- Existing integrations with certain apps
- System failures
TOPdesk review
- Easy to use
- Custom layouts and fields are possible
- A SelfServicePortal for the customer
- Good search functionalibility
- No possibility for great and easy reporting
- Layout design not to easy
- Configuration of layouts requiers a lot of searching
A flexible tool to manage your Incidents and Changes and give your customers the tools to help themselves
In addition to that, we use the knowledge base. This is twofold. On the one hand we write articles for our customers on usual problems (kind of manual to solve problems without help), on the other hand, we use it to keep track on solutions for some exotic problems. Therefore, we (as administrators) can solve those problems more quickly and easily.
- Incident Management
- Change Management
- Basic automation of some processes
- Knowledge Base (using; creation is a bit buggy)
- It eases up the ordering process
- Knowledge Base - The creation is a bit buggy. For example: Image resize only works in Firefox
- Keep Alive - We keep getting "Website is not up to date" from time to time
- Dark Mode is missing
- Save settings - I have to sort the lists every time I open them. If there is a way, it is not easy to find
The knowledge base and Self Service Portal can provide users with some insights and help, even if the SysAdmin is unavailable at that time.
I don't think it is suitable for larger companies, because I personally think it will get quite messy then.
TOPdesk makes your workday better and easier!
- Asset management
- Service portal
- Operational tasks, reoccurring
- Idle time is short, after 15 minutes you need logon again. Automatically save ticket information.
- A roadmap with timeline for changes. Year timeline.
- Overview with all types of tickets in 1 view
TOP! Desk
- Layout is very well
- Much of information if you are stuck
- User friendly
- Simplify the reporting tool
It is very user friendly, not difficult to use.
You have all ITIL modules in it to use.
Cons:
Reporting tool is not very user friendly