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TOPdesk

Score8.8 out of 10

428 Reviews and Ratings

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.

Read more details.

Categories & Use Cases

Media

Screenshot of TOPdesk plan board
Screenshot of TOPdesk portal designer
Screenshot of TOPdesk service desk KPIs
Screenshot of TOPdesk asset management overview
Screenshot of TOPdesk call management
Screenshot of TOPdesk asset management dashboard

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Screenshot of TOPdesk plan board

TOPdesk Key Features

Learn about the best (and worst!) features TOPdesk has to offer, as determined by TrustRadius' reviewers.
Based on 428 ratings of TOPdesk's features
View all TOPdesk features

Top Performing Features

  • Organize and prioritize service tickets

    Prioritize tickets to ensure most urgent are tackled first

    Category average: 9

  • Configuration mangement

    Database for tracking and reporting all business assets

    Category average: 8.6

  • Self-service tools

    Repository of information documenting common issues and known resolutions which can be accessed directly by users

    Category average: 8.3

Areas for Improvement

  • Change calendar

    Calendar showing change schedule to stakeholders

    Category average: 8.5

  • Change requests repository

    Single repository of all planned changes and releases

    Category average: 8.4

  • Subscription-based notifications

    Users subscribe to notifications for ticket updates

    Category average: 8.5

Who Buys & Uses TOPdesk

TOPdesk Reviews

What users are saying about TOPdesk.
View all TOPdesk reviews

Pros

  • Strong incident management capabilities, utilized by 74% of reviewers.
  • Effective change management features, implemented by 67% of users.
  • Valuable asset management tools, leveraged by 56% of reviewers.

Cons

  • Self-service portal limitations in design and form decision-making, mentioned by 22% of reviewers.
  • API and automation implementation challenges, cited by 19% of reviewers.
  • Reporting and search functionality needing improvement, according to 19% of reviewers.

TOPdesk is a Top Service management application

Marcel VrolijkView profile
Product Owner in Product Management at ILT (1001-5000 employees)

Use Cases and Deployment Scope

We use TOPdesk for Incident, problem and change management for IT, Facility Management and Human Resource Management. Our scope is to become the One Stop Shop for every colleague of our organisation.

Pros

  • Assetmanagement
  • Automation
  • Incidentmanagement

Cons

  • Design options Self Service Portal
  • Form Functionality
  • Filter options in lists

Return on Investment

  • More efficiency in the workload for our administrators
  • More insight in the status of requests
  • Real time up to date information of the status of items.

Alternatives Considered

Atlassian Jira and Zendesk Suite

Other Software Used

Atlassian Jira, Atlassian Confluence, BiZZdesign HoriZZon (Enterprise Studio)

Why is this

Daniel Baranyai
coordinating staff member in Customer Service at intergamma b.v. (10,001+ employees)

Use Cases and Deployment Scope

Incident/ ticket management

Pros

  • Service portal designer
  • incident registration
  • knowlodge base

Cons

  • The side of the practitioner can be better organized. On the page itself, more explanations can be provided to simplify its use, for example by using information icons.
  • The side of the practitioner can be better organized. The filled fields are not immediately fully perceivable. There may be information that is useful for forwarding a report. Think of the practitioner field. It is helpful that when you hover over it with your mouse, the complete information appears.
  • Reports are growing wildly, making it confusing due to the large number of users. There is too much information. Logical reporting, such as making SLAs transparent, should be created more easily.

Return on Investment

  • The rollout of self-service to the store and the continuous growth of its importance within the organization.

TOPdesk is great

Incentivized
Richard Smeets
Functioneel beheerder in Information Technology at SintLucas (201-500 employees)

Use Cases and Deployment Scope

We use TOPdesk to automate our IT proces flows (incident management, change management, problem management and asset management)

Pros

  • automation of proces flows
  • automation of mailflows
  • self service portal so users can find their sollutions

Cons

  • better use of images and videos in knowledge items

Return on Investment

  • Better self service
  • More efficiency in IT proces flows
  • Better communication for clients

Alternatives Considered

Insocial - Feedback Solutions

Other Software Used

Microsoft 365

Happy TOPdesk Application manager

Martin van der TierView profile
Product Owner in Information Technology at FMO (501-1000 employees)

Use Cases and Deployment Scope

TOPdesk at [...] is our core tool regarding ITIL tooling.
We use TOPdesk as golden source regarding CMDB and all processes that need to document changes and incidents on items within the CMDB.
We can hand over TOPdesk to our auditors to prove we are in control.

Pros

  • Incident management
  • Asset Management
  • Change Management
  • SelfService Portal

Cons

  • Permissions within TOPdesk
  • Exotic processed require API coding

Return on Investment

  • Very end-user friendly
  • Out of the box ready to use
  • Customizable interfaces

Other Software Used

Microsoft 365

TOPdesk review

Incentivized
Marc Van AkenView profile
Application Manager in Information Technology at HVC (1001-5000 employees)

Use Cases and Deployment Scope

Asset mangement IT, ITIL processes Human Resource processes, Faiclity Management processes.

Business 'problems': one portal for all your facilitation questions and wishes. Better Asset Management

Pros

  • Call registration
  • Automation of onboarding processes
  • Managing (IT) Assets
  • ITIL

Cons

  • Better USer management/ user rights within the TOPdesk Operator environment
  • More options for look and feel for the self service portal
  • Release management: export your functional changes form the TOPdesk test environment tot the TOPdesk Production environment

Return on Investment

  • more self service for our organisation
  • more calls trough self service portal, less phone calls to the IT service desk

Alternatives Considered

ServiceNow Customer Service Management

Other Software Used

Microsoft 365 Business Premium, Microsoft Dynamics 365, DocuSign

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