# TOPdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Is TOPdesk the right Help Desk solution for you? Explore 110 verified user reviews from people in industries like yours to make a confident choice.

Source: https://www.capterra.com/p/127562/TOPdesk/reviews

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TOPdesk

4.4 (110)

[View alternatives](https://www.capterra.com/p/127562/TOPdesk/alternatives/)

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/)

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Last updated March 13th, 2026

# Reviews of TOPdesk

Ease of use

4.3

Customer Service

4.5

## Pros and Cons in Reviews

WB

Will B

University Centre Deputy DirectorEducation Management, 11 - 50 employeesUsed the software for: 6-12 months.

“It allows for a great degree of detail and flexibility.“

February 23, 2026

WB

Will B

University Centre Deputy DirectorEducation Management, 11 - 50 employeesUsed the software for: 6-12 months.

“Handing over tickets, pressing save and send, forgetting to do it right, can feel anxiety inducing.“

February 23, 2026

Ryan P

Lead DesignerDesign, 2 - 10 employeesUsed the software for: Less than 6 months.

“Overall, I found it helpful in the day to day to cut down on otherwise menial stuff.“

February 16, 2026

Ryan P

Lead DesignerDesign, 2 - 10 employeesUsed the software for: Less than 6 months.

“One thing that I think really holds it back is the pretty steep learning curve.“

February 16, 2026

WB

Will B

University Centre Deputy DirectorEducation Management, 11 - 50 employeesUsed the software for: 6-12 months.

“The more teams who get on board, the better it works!“

February 23, 2026

JK

Joe K

Head of Technical OperationsBiotechnology, 51 - 200 employeesUsed the software for: Less than 6 months.

“Back end can be a bit clunky and limited in terms of analytics.“

January 3, 2025

DS

David S

CTOEducation Management, 501 - 1,000 employeesUsed the software for: 1-2 years.

“Also the asset management module is awesome, fully customizable and API based. And although the actions and action sequences are a bit harder to learn, once you master them the options for automating are endless.“

December 12, 2023

AV

A. V

ApbGovernment Relations, 201 - 500 employeesUsed the software for: More than 2 years.

“The windows are changing, so you cannot use your printscreens anymore“

September 25, 2024

## Showing most helpful reviews

Showing 1-25 of 110 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

Ryan P.  
Lead Designer  
Design  
Used the software for: Less than 6 months

### "Save time with Topdesk"

February 16, 2026

5.0

Overall, I found it helpful in the day to day to cut down on otherwise menial stuff. I like that it’s intuitive once workflows are set up properly.

Pros

I like it's user-friendly interface, it has a clean and organized dashboard. I think that it's easy for non-technical staff to submit tickets.

Cons

One thing that I think really holds it back is the pretty steep learning curve. The initial setup can feel overwhelming.

Review Source

JK

Joe K.  
Head of Technical Operations  
Biotechnology  
Used the software for: Less than 6 months

### "Great system with clean user interface"

January 3, 2025

4.0

The consultant we worked with on implementation was really helpful and able to lead us through building the system for a non-standard use case.

Pros

Simple user interface and easy to implement with minimal prior knowledge.

Cons

Back end can be a bit clunky and limited in terms of analytics. Best solutions is to push data out to analyse. The options for personalising the self-service portal are somewhat limited.

Alternatives considered

[Trackmedium eQMS](https://www.capterra.com/p/193706/TrackmediumQMS/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)

Reason for choosing TOPdesk

Better functionality and more confidence in their team.

Review Source

Response from TOPdesk

January 7, 2025

Thank you Joe for taking the time to share your experience with us so far. We really appreciate the effort! Best regards, Team TOPdesk

WB

Will B.  
University Centre Deputy Director  
Education Management  
Used the software for: 6-12 months

### "Great functionality, UI could do with softening and brightening "

February 23, 2026

4.0

Once you have learned the ropes the experience is great. It is of course far better than having things exist in email threads. As an operator, and manager of other operators, I can easily draw reporting data across how many tickets are closed over a period of time which is awesome. I would highly reccomend top-desk, just make sure you've got someone onboard to train you and show you how it integrates with your people and teams. The more teams who get on board, the better it works!

Pros

TOPdesk is a very important tool for managing inquiries and problem solving across a wide range of teams and colleagues. It effectively operates as a ticketing function, allowing a query to move through a chain of different stages and colleagues until it is solved. I like that the system is reliable, feels well structured and maintained. It allows for a great degree of detail and flexibility. On-top of that, it integrates with email platforms such as Outlook.

Cons

The downside to the complexity is that it is somewhat unappealing to look at and use. The UI is quite complex and cluttered and feels a bit like you're inside a type-writer to write the letter. Handing over tickets, pressing save and send, forgetting to do it right, can feel anxiety inducing.

Review Source

Response from TOPdesk

February 24, 2026

Hi Will, Thank you so much for sharing your great review and recommendations. We really appreciate it! The UI is something we're actively working on now so we hope this will make your experience even better over time. Best regards, Team TOPdesk

MG

Marciano G.  
Service manager  
Accounting  
Used the software for: 1-2 years

### "Topdesk is overall good to work with"

December 14, 2023

3.0

Its good my overall experience espacially the Change module and the variaty in topdesk

Pros

I like the Change module in topdesk and the different things that u can do with it

Cons

When different people work in the same card

Reason for choosing TOPdesk

The only product I work with is topdesk so I dont have other experiences

Review Source

Response from TOPdesk

December 18, 2023

Hi Marciano. Great to hear you like the Change module and it's capabilities. Thank you for sharing your review!

Jeroen V.  
IT and security consultant  
Primary/Secondary Education  
Used the software for: 1-2 years

### "Topdesk experience in education"

September 25, 2024

4.0

Great product! Easy to use. Can be expensive when using many operators.

Pros

Flexibilty and ease of use for endusers.

Cons

Sometimes to much flexibility and thus complex to manage.

Switched from

[AFAS Software](https://www.capterra.com/p/186725/AFAS-Software/)

Not enough functionality to manage IT incidents and assets

Review Source

Response from TOPdesk

October 3, 2024

Hi Jeroen, Thanks for sharing your thoughts with us! It’s great to hear that you appreciate our ease of use and flexibility. We understand that too much flexibility can sometimes add complexity, and we're continuously working on ways to simplify our tool. Best, Team TOPdesk

DS

David S.  
CTO  
Education Management  
Used the software for: 1-2 years

### "Best ITSM available "

December 12, 2023

5.0

Pros

TOPdesk is very easy to implement. It can come with a best practice set-up if you like. The consultants I worked with were great but with a bit of learning you can do a lot of things yourself aswell. Compared to some competititors (ServiceNow for example) it doesn't feel like they try to bleed you dry with consultancy hours. Also the asset management module is awesome, fully customizable and API based. And although the actions and action sequences are a bit harder to learn, once you master them the options for automating are endless.

Cons

No cons yet. Although the reports can be a bit meh, but you can connect to PowerBI or something similar through the OData feed.

Alternatives considered

[Planon](https://www.capterra.com/p/70410/Planon/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)

Reason for choosing TOPdesk

Planon sucks at IT. It's a bit better than TOPdesk on facilities but overall it's just less interesting. Freshdesk lacks basic functionality, they integrate well but I like having everything in one tool.

Switched from

[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)

ServiceNow is very hard to set up, need (expensive) consultancy for a lot of things and you need to know every process in detail. TOPdesk is far more flexible and easy to implement.

Review Source

Response from TOPdesk

December 14, 2023

Hello David, thanks for your detailed review! We're thrilled to hear you find TOPdesk easy to implement and appreciate the asset management module and automation possibilities. We also value your feedback on our reporting capabilities and we're continuously working on improvements. It's great to know that you chose TOPdesk over other alternatives for its flexibility and ease of implementation. Your support means a lot to us! Best, Team TOPdesk

WV

Wijnand V.  
Technical Consultant  
Information Technology and Services  
Used the software for: 6-12 months

### "TOPdesk: An Extensive ITSM Tool"

December 12, 2023

4.0

Pros

Configurability Customizability Support of TOPdesk

Cons

No option to give users/clients a way to create their own account to access the SSP

Alternatives considered

[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)

Reason for choosing TOPdesk

Most integration and workflow options compared to the others. Overall best price value

Switched from

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)

To standardise optimise and automate, while ensuring scalability and ISMS/ISO27001 conformity regarding Change Management and reporting on that

Review Source

Response from TOPdesk

December 15, 2023

Hey Wijnand, we appreciate your review! Good to hear you're enjoying TOPdesk's adaptability and our support. Your feedback about user/client account creation is noted. It's really helpful as we strive to improve. Best, Team TOPdesk.

SM

Sven M.  
Cloud Engineer  
Information Technology and Services  
Used the software for: 2+ years

### "TOPdesk as ITSM tool"

December 12, 2023

5.0

Pros

Look and feel, easy to use. Team cooperation

Cons

Some features cannot be customized (saas)

Switched from

[Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/)

Ease of administration, product knowledge, cost reduction.

Review Source

Response from TOPdesk

December 13, 2023

Hi Sven, it's great to hear you find TOPdesk user-friendly and helpful for team cooperation. Your feedback on features' customizability is appreciated as we're always aiming to improve. We're glad that TOPdesk's ease of administration, product knowledge, and cost reduction led you to switch. Thanks for your input! Best, Team TOPdesk.

RT

Roy T.  
Application administrator  
Health, Wellness and Fitness  
Used the software for: 2+ years

### "Works all the time"

April 9, 2025

5.0

A great asset to any IT company, as well as any company using servicedesks of more serious IT capacities.

Pros

The ability to modify the UI, the many options of registering booth tickets and assets, as well as contracts and many other aspect.

Cons

The design could be considered a bit old fashioned.

Review Source

Response from TOPdesk

April 10, 2025

Hi Roy, Thank you so much for sharing your review with us! We’re happy to hear that you enjoy the options and flexibility that TOPdesk’s features offer. We’re also glad to receive your feedback about our UI, as this is something that our teams are continuously working on to improve for our users. Best, Team TOPdesk

Peter V.  
Topdesk Administration  
Government Administration  
Used the software for: 2+ years

### "Best work ever did"

December 14, 2023

5.0

Nover done this kind of nice work in my life and I did a lot in ICT functions. But daily working with Topdesk is the most great work I ever did. In all parts.

Pros

The way topdesk can let you organize all processes and flows and forms. all issues can be adressed and disturbance is unknown.

Cons

In the flow developping is no visual sign appearing when 2 people are working together in the same flow.

Review Source

Response from TOPdesk

December 18, 2023

Wow Peter, thank you very much for the amazing compliment. Great to read you are so satisfied with TOPdesk. Best, Team TOPdesk

FS

Fran S.  
Technologies Administrator  
Retail  
Used the software for: 2+ years

### "Customisable incident management"

August 27, 2024

4.0

Pros

Very customisable to suit any purpose so we can create many branching categories for escalation and redirecting requests

Cons

Can be a little un wieldy if you have many different categories for end users to find what they need

Review Source

Response from TOPdesk

August 28, 2024

Hey Fran, Thank you for sharing your feedback! It's nice to hear that you appreciate TOPdesk’s customisation capabilities. We're sorry to hear about the difficulty your end users have in finding what they need. We appreciate your input as it helps us identify areas for improvement. Best, Team TOPdesk

BH

Bjorn H.  
Applicatiebeheerder  
Retail  
Used the software for: 2+ years

### "Keep up the good work, and keep improving"

December 12, 2023

5.0

Overall I have great experiences with Topdesk, like I said the software has a lot of possibilities and the people are kind and very helpfull.

Pros

The allround possibilities than other ticketsystemproviders.

Cons

Knowledgebase system is decent but can use a lot of improvements. For example paste images into a item.

Review Source

Response from TOPdesk

December 14, 2023

Hello Bjorn, thank your for your review! We're thrilled to hear about your positive experience with TOPdesk and our team. Your feedback is greatly appreciated, as we're always looking for ways to improve. We'll certainly take your suggestions into consideration for future updates. Keep enjoying TOPdesk, and thank you for your support! Best, Team TOPdesk

JJ

Jindi J.  
Functioneel beheerder  
Government Relations  
Used the software for: 2+ years

### "TOPdesk review"

December 14, 2023

4.0

Pros

User-Friendly Interface, costumTion, Customization automation, SSP, knowledgement system.

Cons

Customization Complexity. Overly complex customization requires additional time and resources.

Review Source

Response from TOPdesk

December 18, 2023

Hey Jindi, Thanks for your review! We're glad to hear you're enjoying our user-friendly interface and customization features. We understand that some customization can be complex and we're always here to help streamline that process for you. Best, Team TOPdesk.

SV

Sandra V.  
Application Manager  
Government Administration  
Used the software for: 2+ years

### "Worth a try and certainly a look"

December 14, 2023

5.0

Pros

Easy to use and implement. Easy to get support

Cons

At the moment I really could not say that

Switched from

[Remedyforce](https://www.capterra.com/p/110648/BMC-Remedyforce-Service-Desk/)

Too expensive and not user friendly enough

Review Source

Response from TOPdesk

December 18, 2023

Wow! Thank you for your compliment Sandra. We love it that you appreciate the easy use, implementation and our support. Reviews like yours are the cherry on the cake for us.

RW

Rene W.  
Service Manager  
Accounting  
Used the software for: 2+ years

### "Easy to manage"

December 14, 2023

5.0

So easy to use and maintain. Also if you contact the TOPdesk service desk there is a very quick response.

Pros

It is easy to make your own environement.

Cons

Nothing really! We are very happy with the use of the modules we use.

Reason for choosing TOPdesk

It suits the best for our organization. Test users were very satisfied.

Review Source

Response from TOPdesk

December 18, 2023

Hi Rene. It's great to hear you're so happy with TOPdesk. Thanks for sharing! Best, Team TOPdesk

DV

Diekus V.  
System Admin  
Facilities Services  
Used the software for: 2+ years

### "TOPdesk review Dec 2023"

December 12, 2023

4.0

Pros

Overal usability and functionality. Adaptebility

Cons

Not able to use ritch text and copy/paste pictures

Review Source

Response from TOPdesk

December 14, 2023

Hi Diekus, we're happy to hear you enjoy TOPdesk's usability and functionality. Your feedback about rich text and picture pasting is noted - we're always aiming to improve. Best, Team TOPdesk

NB

Nick B.  
Systems Manager  
Government Administration  
Used the software for: 1-2 years

### "Service excellence experts - supplier as a business partner"

June 14, 2019

5.0

TOPdesk 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.

Pros

Does 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.

Cons

Its 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.

Review Source

Response from TOPdesk

October 19, 2020

Thank you Nick for sharing your thoughts in this review. We really appreciate you experience TOPdesk as your business partner. This goes both ways looking at all the constructive feedback you provide on roadmap topics for instance. Hope to have you with as as a customer and business partner for many years to come!

SJ

Stephanie J.  
IT Compliance Manager  
Packaging and Containers  
Used the software for: 2+ years

### "Let the great team of TOPdesk help make your life easier"

May 7, 2019

5.0

Pros

It's very easy to tweak the software to make it work in line with your current processes. It helps shape them so everyone can easily follow guidance and procedures. We currently use Incident, Problem, Change and Operations Management successfully and are very excited about continuing to improve our processes with such a knowledgeable partner at our side. Our audit rating and maturity levels continue to get better and better as a consequence as well.

Cons

Of course there are times that we'd like to do something that the software isn't quite capable of doing yet, but the labs team is constantly looking at new trends and often there is already something in development. If that is not the case the consultants are great in helping us develop workarounds.

Review Source

Response from TOPdesk

October 19, 2020

Hi Stephanie, thank you so much for your review. Great to have such great experiences from a long time customer.

CF

Caroline F.  
Service Desk Manager  
Higher Education  
Used the software for: 2+ years

### "Success with self-service"

July 9, 2019

5.0

TOPdesk are an excellent company to work with, very responsive and helpful. You are made to feel like part of the wider team. We feel we get excellent value for money with this product.

Pros

It's so easy to customise and configure. Using this product we have developed a self-service portal showcasing multiple services from various departments, not just IT services. TOPdesk has made it possible to streamline our service provision, and automate some of the call management. Our self-service portal is regularly achieving over 75% entry.

Cons

It's difficult to find something I don't like but maybe I would like to have more text formatting tools.

Review Source

Response from TOPdesk

October 19, 2020

Sorry for being slow on this particular response.. Fortunately you've experienced that in other direct channels we are quite fast. Thank you Caroline for being part of this great team and sharing your experience! Over 75% entry, that's amazing work. Well done!

FKN

Frederik Kalb N.  
IT Supporter  
Logistics and Supply Chain  
Used the software for: 2+ years

### "TopDesk review"

March 9, 2022

4.0

Pros

Easy to use and gets you a clear overview over support cases.

Cons

Some missing features, such as being able to easily assign several cases to a specific supporter/agent at once.

Review Source

Response from TOPdesk

March 16, 2022

Hello Frederik, Thank you for your review! If you have any more questions feel free to contact us.

JL

John L.  
System Engineer  
Construction  
Used the software for: 1-2 years

### "Basic work easy, reporting a little difficult"

September 8, 2022

4.0

Pros

The creation of tickets and the overal feel of topdesk isn't too difficult. Also the automatic importing of mails is a nice feature

Cons

reporting is a bit difficult at times and you don't always know what categories to include

Alternatives considered

[OMNITRACKER](https://www.capterra.com/p/124156/OMNITRACKER/)

Review Source

Response from TOPdesk

August 22, 2023

Hello John, We value your review! Glad you find ticketing easy. We're addressing reporting concerns to improve further. Your input matters! Kind regards, Team TOPdesk

AC

Andrew C.  
Service Management Analyst  
  
Used the software for: 2+ years

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

November 1, 2017

4.0

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

Review Source

Response from TOPdesk

October 19, 2020

Thank you very much for sharing your experience and feedback Andrew! We really appreciate it.

SK

Sandy K.  
Senior Manager  
Chemicals  
Used the software for: 1-2 years

### "Good basic IT ticketing system"

April 11, 2022

4.0

It is probably best suited for smaller companies without a need to advanced routing. TOPdesk looks to be continuing to develop more modules. It would be helpful to see more focus on optimizing the core application, including a mobile app to make it even easier for employees to log trouble tickets when they need to.

Pros

The ticketing application was relatively quick to set up and deploy. It is easy to use by employees. It allowed employees to log trouble tickets via a button on our intranet rather than needing to remember a different application to visit.

Cons

The application is not flexible in terms of setting up workflows. There is a change management feature that seems underdeveloped and did not prove value-added to deploy.

Review Source

Response from TOPdesk

April 29, 2022

Hello Sandy, Thank you for your honest review. We really appreciate feedback from our customers. We will keep developing TOPdesk and hope that we can fulfill all your needs in the future. If you have any questions feel free to contact us. Kind regards, TOPdesk

RM

Rory M.  
Second Line Support Technician  
Higher Education  
Used the software for: 2+ years

### "Easy call management!"

October 31, 2018

5.0

Helping users 'self-solve'. Tracking incidents and requests. Managing estates / assets.

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.

Review Source

Response from TOPdesk

October 19, 2020

Thank you Rory!

AB

Alex B.  
Infrastructure Engineering Manager  
Education Management  
Used the software for: Less than 6 months

### "TopDesk Review"

February 27, 2019

5.0

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.

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

Review Source

Response from TOPdesk

October 19, 2020

Thank you Alex for writing this review. We aim to be a top player in ESM/Shared Service Management for easy collaboration. Great to see you're using it with several departments. Thanks for sharing.

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