Who Uses This Software?

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.


Average Ratings

30 Reviews

  • 4.5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    $55.00/month
    See pricing details
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • TOPdesk
  • www.topdesk.com
  • Founded 1993
  • Netherlands

About TOPdesk

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.


TOPdesk Features

  • Alerts / Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • Contract Management
  • Incident Management
  • IT Asset 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 Recently Reviewed!


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

Feb 08, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: The 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.

Cons: There 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.

IT Services and Technical Support technician/Team leader

Jul 31, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
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Pros: It'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.

Cons: Its 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.

Overall: Its 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.

Top Marks

Mar 01, 2019
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Topdesk 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.

Cons: I still find the idea of having to use third party software for complex reports. The reporting side is not its strong point.

Overall: I 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.

A solution that doesn't try to do everything

Mar 18, 2019
5/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Extensibility and integration options.

Takes an uncomplicated approach to service management.

Cons: Built-in reporting.

No serious attempt to support Release or Deployment.

Overall: TOPdesk is a solution that doesn't try to cater to every single aspect of Service Management. Its core strength is its approach to Call, Change and Operations Management, which means it's very focused on Service Delivery. This means most people at the 'coal face' can understand how the TOPdesk system works with only a small amount of training.

It's fair to say the system has its own slant on how tickets should be dealt with and changes managed, but the overall effect is of a solution that appears simple to use while doing some quite complicated things below the surface.

I've found the company to be among the best in its proactiveness and involvement with customers, and their support function is extremely good. They're also very keen to work with customers on new features.

Having used many CAFM system's this is certainly the best software and comes with excellent support

Jan 29, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Easy and intuitive to use, easy to model for your needs, with many modules available. Can be used across the business Function: IT, HR, Admin, Soft FM, Hard FM and with excellent asset management, room bookings and reception services. The Help Line staff go out of their way to support. Mobilisations or start up Help Desks are also supported with excellent consultants that lead a team through the setup up and training. The Workaid module allows two way communication directly with suppliers and sub contractors whether they have TopDesk or not. Regular seminars/conferences held to address innovation and to allow networking across different business sectors to allow best practice to promulgate.

Overall: na

Capterra loader

From early engagement to beyond our successful full implementation, a thoroughly positive experience

Mar 16, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Easy to use UX, end-user focused and people-centric, fabulously engaging and innovative implementation consultants, modular building blocks, value for money offering, usable as a cross-organisation service desk, builds upon and improves existing rigour, attracts and converts even the digital wary, brilliant ongoing support and account management ... with us for the journey.

Cons: Although TOPdesk already offers many APIs and integrations, there are some of our more obscure legacy software that required new integration developing, however this is not really truly a representation of TOPdesks very comprehensive offering

Overall: It has overall been a really exceptional and rewarding engagement of a software supplier and implementation of their tool.

Training at Manchester office

Mar 21, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Attended the Manchester office for training to improve our knowledge of the system. Will was an excellent tutor who explained the system in simple terms at an acceptable pace. The software is extensive and simple to navigate where we were able to find solution to all the tasks such as standard forms for easy entry of issues and requests along with the production of reports.

Cons: Nothing that I can think of.............

Overall: Great, all the staff at TOPdesk were helpful and keen to ensure we achieved our goals.

Capterra loader

TOPdesk reduces the response time of any customer question.

Dec 21, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: The self-service portal is very useful for users to make forms and manage accidents. With TOPdesk we create the forms for new workflows. We can know the problems of users and we can answer any questions from customers. It is very easy to use and has a very simple configuration.

Cons: Currently we have no complaints about TOPdesk. It is perfect to be able to offer help to clients (quickly). It adapts to our needs. It is very efficient and simple to use for accident management.

Overall: We improve the response time to customer questions. We improve the work flow. TOPdesk users have improved performance because the problems are better recorded. We can give a quick answer to any question.

Helped us to improve customer experience and team workload at the same time

Nov 01, 2017
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Self service portal flexibilty, the designer lets you set this up to look how you want it to rather than forcing you into a default look and feel. You can customise it so much you will never run out of things to do with it.

Cons: Time it takes to learn the package as there are so many options. Sometimes it takes a while to remember where the option you are looking for as the admin is. Also sometimes things change on the SaaS environment and we missed the update notice and had to contact support to figure out what had happened to a fearure. Now look at the update feed so we are ready for them.

Overall: Self service to help staff help themselves. Better visibility of change status and Service desk that now feels better equipped to deal with incoming tasks and still has headspace to turn those into good KB pages to share knowledge within the team and with the end users.

YOUR helpdesk package from a company who makes their helpdesk YOUR helpdesk

Apr 05, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Topdesk is a very flexible modular helpdesk application, for which I not as of yet found limitation with. The support team encourage you to adapt the system to complete new activities they have not as of yet thought of.

The API and flows support built in by default make this a very powerful system

Cons: In all honesty, the only con, is that I cannot think of a con at a moment

Overall: Topdesk has helped us to ensure we meet all aspects of our SOX compliance around incident and change management.

Moving from a locally hosted version to SaaS was the best decision we made.

Nov 01, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: TOPdesk provides a simple tool for Service Management provided your organisation has good processes in place ... or even some processes!!

For Operators it is easy to use and the KB is excellent. For end users the SSP is superb, delivering an intranet style webspace whilst easing the role of Service Desk Operators.

Cons: HTML in emails!! Pleased to say that this is something that TOPdesk appear to be addressing. The lack of customisation for operators is frustrating

Separation of different teams within TOPdesk works very well so that they can manage their own calls

Apr 06, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: Self-service Portal is very good, particularly with the latest version. If you populate the knowledge base well, users can often find the help they need before needing to raise a call

Cons: The tools for configuring events and actions need improving, especially the tool for events which, whilst very powerful, is cumbersome to use when configuring event criteria

Overall: TOPdesk works well for call/issue management and benefits from being based on the ITIL model. It can help if you have different teams/departments which need a service management tool but want to manage their calls separately.

Capterra loader

TOPdesk has been a great asset enabling us to improve our customer service

Mar 19, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

Pros: - Follows the ITIL model

- Has a number of flexible modules which link together

- Allows different teams to be separated within the same system

- Almost completely administered via web interface

Cons: - Can be tricky to get set up and to maintain as there are lots of settings and configurations to be aware of

- Form designer is a bit limited and the advanced custom form development tool is difficult to use

- A couple of elements of the product still need to be administered via an external tool

Easy call management!

Oct 31, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: Simple and clear call management.

Flexible and highly customisable asset management and SSP.

Cons: Some settings are buried deep within the menu structures - can make it tricky to locate the one you need.

Overall: Helping users 'self-solve'.

Tracking incidents and requests.

Managing estates / assets.

Great package, helpful consultants and potential for you to develop into a joined up SM system

Feb 05, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Flexibility to deliver virtually all we need by way of ITSM.

Configurable, but stable SaaS.

Fab self-service environment.

Cons: Niggles about reporting, but that's more likely to be user error. Still not 100% integrated with MS Exchange to share calendar appts for example.

Everything you need voor your incident, change and problem processes

Apr 09, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to create workflows so that you can follow a process from start to finish

Cons: No drag and drop for adding files to incidents

Overall: It has streamlined our incident process and allowed us to have strict control over our service level agreements

TOPdesk User Support

Oct 31, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Flexibility within the tool, vast array of modules.

Cons: Project management could do with expansion to support more agile approach

Overall: Very positive with great flexibility and incredible support.

TopDesk is a ticket system that has very basic functionality.

Jul 10, 2018
3/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: TopDesk is actively developing its product which is awesome! It is a good ticket system that gets the job done. I have had very little down time.

Cons: They lack a lot of features and functionalities that I grew used to with our old ticketing system. Mass manipulation of tickets is lacking. you can only mark tickets as completed or closed in their system, you cannot transfer to a operator/operator group on mass, or mass categorize.

They only recently introduced a chat integration but you have to contract the chat service through a 3rd party so another cost.

Overall: Gets the job done, but lacks a lot of common features that other ticketing systems have out of the box.

Vendor Response

by TOPdesk on July 27, 2018

Sorry to hear you are having trouble with bulk updating. Perhaps this is something we could talk more about in a Dr. TOPdesk session! This is a free dedicated hour with an in-house TOPdesk consultant, where we can help you find a way around the issue and also show you some other cool TOPdesk tips and tricks. Get in touch if this is something you're interested in at https://www.topdesk.com/uk/dr-topdesk/.

By the way, we are always looking for your input to drive new functionality, so please don't hesitate to communicate your feature request to our product managers on the TOPdesk Innovation Platform (https://tip.topdesk.com/).

Views of a Delivery Manager

Feb 27, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: What appealed particularly was the Tabbed GUI. This makes working on Parallel tasks much easier. In addition the comprehensive feature list covered both the needs of out IT SUpport Team and our Facilities team.

Cons: The restriction to just 2 levels of an item. e.g. Main and Sub Category, Branch and Sub Branch. However we have manage to work around it.

Overall: The consultancy period thus far has been superb.

Quality

Sep 18, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: so easy to use.. have used servicenow/remedy etc and this has all of the functionality they have whilst being a lot more individually tailorable

Cons: nothing yet, we have been very happy with all aspects of the software

Overall: from 1st visit to build to launch everything was so professional. Everyone I spoke to was an excellent ambassador for the company.

Great tool for big and busy businesses, to make sure every todo is being taken care of

Apr 25, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money

Pros: Managing tasks, getting things done and trusting your lists are a big part of why I like this. It offers so many functionalities and is still easy to learn. I also love that it's SaaS.

Cons: Although it's easy to learn, it's hard to master. We are missing some integrations, but we have yet to find a better software than this.

Great ITILbased software

Dec 18, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Scalable professional software that is highly intuitive

Cons: Nothing, it is one of the best software suites I know in this branche

Capterra loader

its versatility and the quality of services

Apr 06, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Wow, a company like TOPdesk does not deserve anything other than good reviews, as a client I'm really satisfied, I'm sure that in the field of help desks stands out a lot and is one of the best, its versatility and the quality of services are indisputable.

Cons: I really do not have any complaints to give, on the contrary, only excellent comments, I'm very happy, 100% recommended.

An excellent FM package

Feb 27, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: One of the most exciting and innovative products that I reviewed and now regularly use across over 16 site and many staff. Software is simple to use on the surface but hides a raft of features that are easy to enable and powerful for reporting purposes.

Cons: The lack of support for the 24 hours calendar.

Overall: Excellent, we've been incredibly well supported with many in-person days of training and trouble-shooting. The various modules have been introduced naturally and this has been an exceptionally valuable tool to record both day-to-day incidents as well as PPM tasks.

TopDesk Review

Feb 27, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use

Tabbed cards allowing you to work on multiple tickets at one time

Clear module structure and interfaces

Ability to link different cards under one module

Cons: No 24hr clock when regional setting is set to GMT

Linking two calls together auto generates a major call which is not always suitable

Overall: The ability to manage two separate departments under one helpdesk system. TopDesk has allowed us to easily create a two department structure for managing work load and has also helped in the developed of Trust wide projects.

Topdesk - Thinking Solutions for Education

Feb 27, 2019
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The UI of Topdesk is one of the best & modern UIs that I have seen, the ability to have tabs within a single Topdesk page helps operators to have multiple calls open simultaneously. The API provides an easy way for bulk updates to items in TopDesk to be applied.

Cons: Duplication of workflows for events and actions between 1st and 2nd line call management, would be nice to be able to have shared events/actions that are consistent between both 1st & 2nd line calls.

Capterra loader

Very good work

Apr 08, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: Very good work done by TOPdesk leaves me in no doubt that it is one of the best companies currently in the field of help desks.

Cons: I'm really leaving without any complaints, very happy with the best service that they gave me. Excellent, highly recommended.

ITSM Evaluation of TopDesk

Sep 27, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Well structured design and look-and-feel.

Graphical overview with parent-child relation.

ITSM functions for configuration management, incident management, problem management and change management. Self service portal designer.

Cons: Very specific pointed towards the IT world, such as for a printer defect. But not the ideal solution for a more general type of ITSM application.

Company sells software license and necessary consultancy services on top of this.

Overall: Very specific pointed towards the IT world, such as for a printer defect. But not the ideal solution for a more general type of ITSM application.

A lot of use

Jan 23, 2019
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I like the asset management feature a lot, but probably like the overall ability to service customer requests as easily as possible the most.

Cons: Nothing to dislike at all. It works about as well as any software I've used before.

Overall: Works well at an efficient price point. I like the overall package I get with Topdesk, including their customer support group. They are great at working out any issue.

Great Services, enjoyable meeting with Will

Mar 08, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Makes our organisation more efficient and the wider business found it really easy to adapt to with relatively little training.