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TOPdesk Professional, Scientific, and Technical Services Reviews & Insights

Score8.8 out of 10

428 Reviews and Ratings

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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.
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TOPdesk Reviews

43 Reviews
Professional, Scientific, and Technical ServicesLegal Services1Accounting1Information Technology & Services35Management Consulting1Research2Computer & Network Security2Human Resources1

Review TOPdesk management days

Rating: 7 out of 10
Incentivized

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.
VU
Verified User
Engineer in Information Technology (Management Consulting company, 51-200 employees)
Vetted Review
TOPdesk
1 year of experience

TOPdesk review

Rating: 8 out of 10
Incentivized

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.
VU
Verified User
Engineer in Information Technology (Computer & Network Security company, 51-200 employees)
Vetted Review
TOPdesk
10 years of experience

My take on TOPdesk

Rating: 8 out of 10
Incentivized

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.
VU
Verified User
Advisor in Information Technology (Information Technology & Services company, 51-200 employees)
Vetted Review
TOPdesk
8 years of experience

ICT Service Information Supply Management

Rating: 8 out of 10
Incentivized

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.
VU
Verified User
Professional in Information Technology (Information Technology & Services company, 1001-5000 employees)
Vetted Review
TOPdesk
2 years of experience

TOPdesk review

Rating: 7 out of 10
Incentivized

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.
VU
Verified User
Consultant in Information Technology (Information Technology & Services company, 51-200 employees)
Vetted Review
TOPdesk
1 year of experience

TOPdesk a great ITSM tool with some adjustments

Rating: 6 out of 10
Incentivized

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.
VU
Verified User
Administrator in Information Technology (Information Technology & Services company, 1001-5000 employees)
Vetted Review
TOPdesk
7 years of experience

User friendly tool for keeping track of your work

Rating: 7 out of 10
Incentivized

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
VU
Verified User
Manager in Information Technology (Information Technology & Services company, 201-500 employees)
Vetted Review
TOPdesk
7 years of experience

TOPdesk is a great tooling

Rating: 7 out of 10
Incentivized

Use Cases and Deployment Scope

As an IT partner for various companies in the SME segment, it is necessary to record this in a user-friendly system. TOPdesk helps us enormously with the streamlining of incidents and changes.

Pros

  • management of Changes
  • Incidentmanagement

Cons

  • Search in actionmanagement

Likelihood to Recommend

It completely depends on what the colleague's question will be whether I find TOPdesk suitable. We only use a small part of it ourselves.
VU
Verified User
Employee in Customer Service (Information Technology & Services company, 11-50 employees)
Vetted Review
TOPdesk
11 years of experience

Service Management made easy

Rating: 8 out of 10
Incentivized

Use Cases and Deployment Scope

We use TOPdesk for the incident management, change management and cmdb (asset management) for out internal organization and customers who use the services of our infra/cloud business unit. The customers who use development services use a different service management system.

Pros

  • The UI/UX design
  • Reliability
  • Blogposts and knowledge items in My TOPdesk

Cons

  • Releasing more frequent (small) improvements
  • Sharing more automation examples

Likelihood to Recommend

The software is reliable and easy to use. A lot is customizable with automated actions but the Self Service Portal is not. You can only change the color of items in the Self Service Portal and change the logo. Also the form style in the Self Service Portal looks like it has been designed years ago and is never updated since.
Dv
Dennis van Gils
Incident Manager in Customer Service at Prodware (Information Technology & Services, 1001-5000 employees)
Vetted Review
TOPdesk
3 years of experience

TOPdesk is a great ITSM tool

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

We use it for supporting other companies with service management problems.
We register their incidents and changes and keep track of assets and services.

Pros

  • Incident management
  • Change management
  • Knowledge management
  • Asset management

Cons

  • Asset management selections
  • Reporting dashboards for service levels
  • The interface for selection building

Likelihood to Recommend

TOPdesk is a great tool for registering, keeping track of and resolving incidents and changes.
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.
JO
Joost Oostindie
Consultant in Customer Service at Cegeka (Information Technology & Services, 1001-5000 employees)
Vetted Review
TOPdesk
7 years of experience
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