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TOPdesk provides a solution for the service desks of small companies and large multinationals alike with an application that can be used by supporting departments like IT, HR or Facilities.

Product Details

TOPdesk cloud-based software helps companies offer better services to their customers. With easy-to-use Help Desk software and over 20 years experience our software helps you manage incidents, create workflows, and keep track of configurations. Make your end users more self-reliant thanks to the Self-Service Portal. More than 4500 organisations worldwide already use TOPdesk to increase efficiency and improve customer satisfaction. Are you looking for service excellence? Let us be your guides.

Contact Details

TOPdesk

http://www.topdesk.com

Founded in 1993

Located in Netherlands

Self-service Portal
Asset management overview
Asset Managemnt Dashboard
Planboard
KPIs Dashboard

Starting Price

Free Trial

Platform

  • Installed - Mac
  • Cloud, SaaS, Web
  • Installed - Windows
  • Mobile - iOS Native
  • Mobile - Android Native

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation

Support

  • 24/7 (Live Rep)
  • Business Hours
  • Online

TOPdesk Features

Alerts / Escalation
Automated Routing
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Contract Management
IT Asset Management
Incident Management
Knowledge Management
Release Management
Self Service Portal
Service Catalog
Service Reporting
Ticket Management
Asset Tracking
Availability Management
Change Management
Configuration Management
Contract/License Management
Incident Management
Problem Management
Project Management
Release & Deployment Management
Self Service Portal

TOPdesk Reviews

Showing 5 of 37 reviews
Overall
4.5/5
Ease of Use
4.5/5
Customer Service
5/5
Dave W.
IT Director
Unspecified
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Reviewer Source 
Source: Capterra
February 8, 2018

“Service Management built from the ground up requires a solid software base - This is it !”

ProsThe software is easy to use and is modular, which means that you can build your Service Management processes, as and when you require them, especially when you are building new ways of working into your business. If you simply want Incident and Problem Management without Asset Management / Configuration Management / Change Management etc etc, then you can simply use and pay for what you need and then build your software solution, as your Service Management processes mature. The software also gives the user community the opportunity to log requests & incidents via a self service portal which is useful if you want to capture all requests without providing constant 24 hour support. There is also a Knowledge Base which can help the user community to self help on common issues / queries. The software has evolved from a business who live and breathe service and understand customer requirements. The software is supported by consultants who not only understand their own business but take a great deal of time to understand your business - to the point were they feel part of your business. New features are available in stand alone mode when they are being Beta tested (TOPdesk Labs ) before they are released to their customers - They do not simply merge new features into their mainstream products. TOPdesk is a quality solution, supported by quality people and at a very affordable price.
ConsThere are no real negatives with regards to the software. Sometimes creating the reports can be confusing but help is always at hand and once you have written a couple of bespoke queries, it becomes very easy with raw data exports available to create your own charts and report packs.
Reviewer Source 
Source: Capterra
February 8, 2018
Rudy B.
Service Desk Team Leader
Computer Hardware, 201-500 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
5/5
Customer Service
5/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
July 31, 2018

“IT Services and Technical Support technician/Team leader”

OverallIts great for logging incidents and requests. The Self service portal is easy to use for customers, and can be used in any organizational process. We have been using this product since 2008 and it has improved with each version. We hope to eventually move to the SAAS version. The New Asset Management module has been a great innovation and is very simple to set up and configure. Overall this product is easy to use and will support all processes that an organization may use. This product is constantly under development and it's great that they actively encourage their customers to help in its development. Customer support is second to none, and they are always polite and professional.
ProsIt's ease of use, not just for the customers, but for operators too. Its easy to customize for your organization. Constantly under development and they listen to the requests of their users. The New Asset Management Module is easy to use and customize. This has been a great innovation and development. Great customer support, which is really important.
ConsIts modular based and this can bump up the initial price if you require other modules. The Actions and Events module needs a steep learning curve to learn and use properly, and can at times be very frustrating when triggers don't work properly. The Forms module has been a great free addition, but it needs more work on to be fully functional, templates could have been provided. Change Management module can be very daunting to use.
Reviewer Source 
Source: Capterra
July 31, 2018
Martin W.
IT Manager - Global Helpdesk
Pharmaceuticals, 201-500 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
4/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
March 1, 2019

“Top Marks”

OverallI was looking for a Helpdesk tool for my small, but growing company, branching across multi-sites and countries and found a SaaS solution that I quickly realised will allow me to grow the system / teams and complexity as I need it to. You can start with a really simple set-up but its complexity can grow to fit any company. This allows me to make changes as we grow without having to upgrade to other systems. TOPdesk is modular which means you can start with some of the modules and then add them as your needs grow. It's just a cost option and you're ready to go. When you purchase a product you want to be able to configure the system as your needs change and grow, with the training team on site to help your initial setup you go through some in-depth training allowing you to become the master of your system, with all the skills needed to make the changes yourself to the way you want it after the training team have left, no additional costs every time you need a change made. TOPdesk support is second to none with timely solutions to your problems with most problems being resolved with first time fixes while on the phone. Would I recommend TOPdesk to other companies? Yes without a doubt and if I was to move to another company who needed a helpdesk system the first team to call would be the TOPdesk team.
ProsTopdesk can be as simple or as complex as you want / need it to be. It's ideal for small companies to large organisations, it will take it all in it's stride.
ConsI still find the idea of having to use third party software for complex reports. The reporting side is not its strong point.
Reviewer Source 
Source: Capterra
March 1, 2019
Verified Reviewer
Fund-Raising, 501-1000 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
7/10
Reviewer Source 
Source: Capterra
September 10, 2019

“Topdesk has improved over the years. ”

OverallAll in all this is a sound product that gets the job done. As it is very configurable we have over the years automated al lot of services via the self-service portal.
ProsThe self-service portal is very configurable. We have setup a nice look self-service portal that gets improved over time. Having used TD for many years, we have seen it grown over the years and like it. The SSO option is available and as many people use it daily it is almost a must to use it. Setup of it was relatively easy.
ConsWe have a useability issue with Firefox and the operator console where an "X" character is not recognized. This will be solved by an update, but in the meantime it is annoying. I don't like the default search option of "Fuzzy". I always use the quotes around a search term to disable that. I would like the default be changed or at least configurable.
Reviewer Source 
Source: Capterra
September 10, 2019
Nick B.
Systems Manager
Government Administration, 1001-5000 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
June 14, 2019

“Service excellence experts - supplier as a business partner”

OverallTOPdesk are beyond that of a supplier and more a business partner that many other suppliers could learn a lot from. They provide awesome support backed up by knowledgeable staff / consultants who share your desire for service excellence.
ProsDoes what is says on the virtual tin - the modules are well designed and fit for purpose and allow for customisation's when rarely needed. The software can grow with your own needs as and when needed making it a great return on investment and is not limited to 'just a insert team name here' system allowing for integrated processes and oversight end-to-end. The expansion into allowing microservices to bolt onto TOPdesk via the marketplace only add more value.
ConsIts very minor but being able to save a complex form component - it would be great to save a small number (3 max) of complex built form components that can be re-used on other forms rather than having to rebuild it each time its used. e.g. long drop downs just for speed, consistency and efficiency.
Reviewer Source 
Source: Capterra
June 14, 2019