This product assessment of TOPdesk is based on a synthesis of 27 recent reviews, evaluating overall satisfaction, areas for improvement, and return on investment. TOPdesk is primarily used as an IT service management (ITSM) platform, with a strong focus on incident, change, and asset management. A substantial 74% of reviewers use it for incident management, while 67% leverage it for change management, and 56% for asset management. The platform aims to streamline ITIL processes, as noted by 22% of reviewers, and also finds application in facility and HR management, though to a lesser extent. TOPdesk delivers significant value through efficiency gains and time savings, cited by 44% of reviewers. This is largely attributed to the self-service portal (33% of reviewers) and automation capabilities, which streamline incident submissions and processes like onboarding. Furthermore, 30% of reviewers report improved information and insights, thanks to real-time status updates and enhanced oversight. Asset and change management capabilities are also appreciated, with 26% of reviewers noting the structured approach and scalability. However, TOPdesk has areas needing improvement. A notable 22% of reviewers express concerns about the self-service portal's design limitations and form decision-making capabilities. API and automation implementation also pose challenges for 19% of reviewers, citing inconsistencies and limited API fields. Reporting and search functionalities could be enhanced, according to 19% of reviewers, who desire more user-friendly selection processes and effective search results. Although TOPdesk provides solid ITSM functionality, potential buyers should carefully evaluate the self-service portal and automation capabilities against their specific needs.

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.
Efficiency gains and time savings reported by 44% of users.
Improved information and insights through real-time updates, noted by 30% 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.
User interface and user experience needing updates, highlighted by 15% of reviewers.
Knowledge base improvements needed, particularly around media integration, as noted by 11% of reviewers.

What positive or negative impact (i.e. Return on Investment or ROI) has TOPdesk had on your overall business objectives?

From 27 reviews

Summary

This report synthesizes 27 recent reviews to assess TOPdesk's impact on overall business objectives. Reviewers most frequently cite improvements in efficiency and time savings (44%, 12 of 27 reviews). These gains are closely linked to the self-service portal (33%, 9 of 27), which streamlines incident and request submissions. The automation of processes, such as onboarding and change management, contributes significantly to these efficiency gains. Improved information and insights (30%, 8 of 27) also play a role, with TOPdesk providing real-time status updates and facilitating better management oversight. Furthermore, reviewers appreciate TOPdesk's capabilities in asset and change management (26%, 7 of 27), noting its structured approach and support for scalability. Finally, some reviewers mention improvements to customer satisfaction and service level agreements (19%, 5 of 27), highlighting better communication and monitoring capabilities.

Reviews

240 Reviews

Review

Rating: 8 out of 10

April 28, 2025

Use Cases and Deployment Scope

TOPdesk is our ITSM tool, with asset management, change management and incident management included

Pros

Integration with other solutions
Possibilities to improve
Self Service Portal

Cons

Renewal of Self Service Portal
Lower the amount of possibilities
Appearence

Likelihood to Recommend

in small organisations it is a nice/good tool for everything a organisation needs.
But for bigger organisations the amount of possibilities can be a bit to much and therefore it will be to big to control

Verified User

Administrator in Information Technology (201-500 employees)

Vetted Review

5 years of experience

Functional Engineer working for 7 years with TOPdesk

Rating: 8 out of 10

April 28, 2025

Use Cases and Deployment Scope

As we are a MSP with many customers, we do use TOPdesk mainly for our Support Services. We do offer our customers many ways to report an incident or submit a request for change. This is possible through our Servicedesks by phone or email, via Self Service Portals or via TOPdesk's mail imports. Additionally we often create connection with the TOPdesk application of our customers or with other ITSM tools. To monitor the agreements like SLA's or KPI's we also use TOPdesk's module for our Service Contracts.

Pros

TOPdesk's UI is pretty intuitive. Its often not needed to explain colleagues new functionalities as they are self-explaining.
TOPdesk is visually cleaner compared to interfaces of other ITSM tools
TOPdesk offers a lot of UI's that are easy to customize, like the home dashboard
TOPdesk support is really good. Once we notice we do not get an answer that works for us, the issue is escalated directly to a specialist on demand.

Cons

More options to check which Service Contract components are linked (to Organizations). For instance, to check which Service Windows are being used in Service Contracts to check if they are being used in multiple records.
More options for imports through the new import function. For most Organizations we do create SubOrganisations which we do import via the older .xml-method. Unfortunately we often do need TOPdesk consultants to adjust these imports.
Validation. TOPdesk has to little options to verify data. It would be nice if we could compare certain processes with best practices or bad practices.
Access rights (Permissions) could be more specific. For example, to grant users Write access to parts of Organization cards instead of the entire card.

Likelihood to Recommend

As TOPdesk is pretty intuitive it is often not needed to instruct colleagues on how to use TOPdesk. Most modules and fields do explain themselves. This means there aren't many additional instructions needed for the applications itself. Most information we do need to support our colleagues on based on organizational processes, not our ITSM tool of choice. And if there is more information needed, the knowledge base system can be used for this. On the other hand this could create the idea that no additional instructions are needed. Which might be true for the application itself, but not for how it is being used within your organisation.

Verified User

Engineer in Customer Service (1001-5000 employees)

Vetted Review

7 years of experience

Review TOPdesk management days

Rating: 7 out of 10

Incentivized

April 28, 2025

Use Cases and Deployment Scope

We are a Managed Service Provider in IT service and we use TOPdesk to contribute to our operational processes. First from off ITSM perspective via TOPdesk we manage incidents, changes and problems. Beside we also use TOPdesk to address all our (customer) assets. Next to that TOPdesk offers a various amount of modules who help you manage the tracking of your operational processes e.g. KPI and SLA management, contract en service management, Knowledge base function, Self Service Portal, operational management and a wide range of possible automations in actions. It is a very user friendly system also from a configuration point of view.

Pros

Change Management >> ITIL best practice
Incident Management >> ITIL best practice
Asset Management >> Various amount of widgets and possibilities also from a automation point of view

Cons

Make TOPdesk more user friendly in terms of Data enabling and search indexes
Deploying API functionalities per module. Some modules do not have full attention from development perspective
Selections and reporting feature could be more user friendly

Likelihood to Recommend

Good in ITIL/ITSM best practises. The tool offers all features en possibilities to implement the best practice way of working from ITIL/ITSM perspective. It is very user friendly to implement and get started.

Bad in data enabling, selections and reporting. It could be hard to make a right selection and/or report from out of TOPdesk.

Verified User

Engineer in Information Technology (51-200 employees)

Vetted Review

1 year of experience

TOPdesk review

Rating: 8 out of 10

April 28, 2025

Use Cases and Deployment Scope

We use TOPdesk as out ITSM tool, both for our internal ITIL processes, as for our customers.

We need one tool to service our costumers, register calls, process changes and manage assets.

Pros

Register incidents
Change management

Cons

Better support of email functionality within the tool

Likelihood to Recommend

It suits very well for giving support to our customers.

I would recommend using different TOPdesk environments for internal and external usage.

Verified User

Engineer in Information Technology (51-200 employees)

Vetted Review

10 years of experience

Review

Rating: 8 out of 10

Incentivized

April 28, 2025

Use Cases and Deployment Scope

We use TOPdesk in two different environments. We have one environment for our internal organization and clusters (Lely TOPdesk), and another environment for our clusters, centers, and farmers (LSS TOPdesk). We use TOPdesk primarily as our IT service management tool to streamline incident and request handling within the organization. It helps us centralize support tickets, track progress, and ensure timely resolution. One of the key business problems it addresses is the lack of visibility and structure in our support processes. By using TOPdesk, we’ve been able to improve communication between departments, increase efficiency, and provide better service to our end users. Our use case covers IT support.

Pros

Centralized ticket management
Automation
Self Service Portal

Cons

Reporting and analytics limitations
Workflow automation flexibility
Mobile functionality

Likelihood to Recommend

TOPdesk is well suited for structured service management environments such as handling internal IT incidents, facility requests, and HR-related service requests. TOPdesk is also useful when multiple service departments (IT, Facilities, HR) need to collaborate in a shared platform while keeping their processes separate.

TOPdesk can be less appropriate when multiple service departments (IT, Facilities, HR) need to collaborate in a shared platform while keeping their processes separate.

Verified User

Employee in Information Technology (1001-5000 employees)

Vetted Review

4 years of experience

My take on TOPdesk

Rating: 8 out of 10

Incentivized

April 28, 2025

Use Cases and Deployment Scope

We use TOPdesk as our main ISTM tool, to streamline incident, request and change management for our clients and separately for our colleagues. TOPdesk allows us to deliver our services in a professional way, interact smoothly with our customers and it gives us valuable information to further optimize these services.

Pros

Incident management
Change management
Asset management
Client communication
Customer support

Cons

The look and feel of the customer portal is a bit dated
Implementation of automation an be complicated and not very intuitive
Integration with other (ITSM/CRM) tools is somewhat difficult

Likelihood to Recommend

TOPdesk does a very good job in supporting ITSM processes, such as incident and change management. This allows our business to focus on our core business and gives us valuable information to further optimize services, while is also increases customer satisfaction.

Verified User

Advisor in Information Technology (51-200 employees)

Vetted Review

8 years of experience

ICT Service Information Supply Management

Rating: 8 out of 10

April 28, 2025

Use Cases and Deployment Scope

We mostly manage TOPdesk environments for our customers. They use TOPdesk mostly for (ICT) delivery, but also for the supply of information within their organisations. The scope can be anywhere between a simple environment to log events and / or incidents to full-fledged, service delivery, change management, information supply and crisis management.

Pros

logging calls, routing them to operators & re-routing calls to suppliers.
logging changes, splitting them up in different activities & routing them to operators.
Managing lots of assets across multiple locations.
Automating most processes within TOPdesk's existing modules.

Cons

I love the new 'Connections' function, but I'd like to see more columns in the Automated Actions section so we can more quickly determine which automated actions need maintenance.
Some views seem to work differently from others. I'd like them to be more uniform. For example, Automated Actions cannot be progressed through with arrow keys like other cars.
The Self-Service Portal designer definitely needs a search function.
The breadcrumbs on the Self-Service Portal often don't show the complete path. I understand that's due to a form being able to be linked to multiple services, but it's unfortunate from a navigational persepective.
I'd like to be able to more easily share a card by just copying a URL.

Likelihood to Recommend

TOPdesk is well-suited for (ICT) service delivery management, following concepts & processes from ITIL. There are modules for incident & change management, but also for reservations & asset management. It will also help manage the supply of information for medium to large organisations.

With the API, triggers, webhooks, mail actions and custom imports, most processes can be automated in a fine-grained manner. TOPdesk is available as a SaaS solution, but can be even more securely managed as a virtual appliance in your own datacenter.

Verified User

Professional in Information Technology (1001-5000 employees)

Vetted Review

2 years of experience

TOPdesk review

Rating: 7 out of 10

April 28, 2025

Use Cases and Deployment Scope

Our Managed Service Desk uses TOPdesk to help our clients with their problems. We provide IT services like managed services and professional services. Incidentmanagement, assetmanagement, changemanagement. The scope of our own use case is application maintenance and control.

Pros

Communicating new features
Providing documents tips etc

Cons

search options within the different modules

Likelihood to Recommend

It does not have templates to use, you need a lot of consulting if you want to build anything and you are not working long with the system.

Verified User

Consultant in Information Technology (51-200 employees)

Vetted Review

1 year of experience

TOPdesk a great ITSM tool with some adjustments

Rating: 6 out of 10

April 28, 2025

Use Cases and Deployment Scope

We use TOPdesk as one of our main applications. We manage assets, register incidents, changes and lots more. In these incidents, we register all issues with our products or services that our customers come across. We use a lot of automation to connect our TOPdesk to other systems, where we can exchange information with eachother, to speed up our processes.

Pros

Has a nice, natural layout / UI
Quick overview about processes inside your organisation
It gives a lot of control, within your specified permissions
They are easy to reach for support

Cons

The API, that could be a lot bigger, so that automation can be used for more cases.
The Services module has some flaws, for example not being able to have 2 openingtimes on 1 day
Some things within the application feel a bit buggy, for example opening services (takes a long time)

Likelihood to Recommend

A scenario where it is well suited: Using the API of the Incident module to connect with other systems. In our case, we create a lot of connections with our customers, and implementing a solution for these purposes is pretty easy.

A scenario that is less suited: being a MSP, we have so many customers, that a bit more standardization would be nice, so that most customers will fit the same scenarios. Now we still have a lot of manual work to do, because of these exceptions.

Verified User

Administrator in Information Technology (1001-5000 employees)

Vetted Review

7 years of experience

User friendly tool for keeping track of your work

Rating: 7 out of 10

April 28, 2025

Use Cases and Deployment Scope

We use TOPdesk as a tool to keep track of incidents and changes from our customers. We log tickets, give frequent progress updates to the customers via standardized e-mails and we communicate with colleagues over the issues that are faces during the ticket resolution. We also use TOPdesk to create dashboards and reports with which we can show our customers our SLA times, the type of tickets and if we can help them in a certain topic if necessary.

Pros

Logging from tickets
Customer contact
Help with design questions

Cons

Translations when communicating with different countries
Roadmap to help with design and to see where we can improve

Likelihood to Recommend

TOPdesk is user-friendly for our application managers. We can keep track of our incidents and changes quite well, even without having all the modules installed. What I think could be improved is thinking along with the use and optimizing the use if you do not use all the TOPdesk modules

Verified User

Manager in Information Technology (201-500 employees)

Vetted Review

7 years of experience

Loading Reviews List....

Functional Engineer working for 7 years with TOPdesk

Rating: 8 out of 10

April 28, 2025

Use Cases and Deployment Scope

Pros

TOPdesk's UI is pretty intuitive. Its often not needed to explain colleagues new functionalities as they are self-explaining.
TOPdesk is visually cleaner compared to interfaces of other ITSM tools
TOPdesk offers a lot of UI's that are easy to customize, like the home dashboard
TOPdesk support is really good. Once we notice we do not get an answer that works for us, the issue is escalated directly to a specialist on demand.

Cons

More options to check which Service Contract components are linked (to Organizations). For instance, to check which Service Windows are being used in Service Contracts to check if they are being used in multiple records.
More options for imports through the new import function. For most Organizations we do create SubOrganisations which we do import via the older .xml-method. Unfortunately we often do need TOPdesk consultants to adjust these imports.
Validation. TOPdesk has to little options to verify data. It would be nice if we could compare certain processes with best practices or bad practices.
Access rights (Permissions) could be more specific. For example, to grant users Write access to parts of Organization cards instead of the entire card.

Likelihood to Recommend

Verified User

Engineer in Customer Service (1001-5000 employees)

Vetted Review

7 years of experience