Insights from TOPdesk Reviewers
Based on 27 verified reviews published in the last 18 months
Overview
Synthesised from 27 reviews | Last Published April 23, 2026
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.