# TOPdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is TOPdesk the right Help Desk solution for you? Explore 111 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/127562/TOPdesk/reviews --- TOPdesk 4.4 (111) [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/) * * * Last updated June 3rd, 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 111 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Peter B. vCISO Hospital & Health Care Used the software for: 2+ years ### "Good for Healthcare/NHS and enterprise organsations" April 27, 2026 4.0 used as an IT Infrastructure manager in the NHS. this is a good GUI for non-technical staff to use for logging tickets and such. Pros Used for an ITSM ticketing system, great for logging incidents, service requests and changes with a simple and easy to use GUI, with good AD integration Cons The model is quite granular on having modules. some competitors also do this but some provide you all functionalityy 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 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. 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 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 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 MP Marly P. Applicatiebeheer Public Policy Used the software for: 2+ years ### "Good supplier" September 25, 2024 4.0 It's a very good supplier and they have short lines. Pros It's a very stable application and there's a good ondersteuning Cons Some of the modules are not very userfriendly Review Source Response from TOPdesk October 1, 2024 Hi Marly, Thanks for sharing your feedback with us! It's great to hear that you appreciate our support colleagues. We’re sorry to hear that not all modules are as user-friendly as you’d like. We’re here to help if you need us, and this kind of feedback is always handy for us so we can continue to improve. Best, Team TOPdesk GT Gábor T. IT Business Analyst Automotive Used the software for: 1-2 years ### "Topdesk as a mid-tier ticketing tool" October 28, 2022 4.0 In my late company, we introduced Topdesk, an English-created sw. to have a ticketing tool, capable of sending mails to the customers mostly.It turned out, it has a "customer self-ticketing" site, that would cost extra fee, but we left that out.The layout was very simple to handle, like an HTML based simple thing, too simple a bit.The multi-level user handling for my colls were a good feature, yet creating customers and bulkily it, was not easy sometimes.When we had a ticket ping-pong or system-generated tons of tickets, turned out we bulkily can not move them, finished them, but could delete them.The whole user journey and experience, comparing it to the big JIRA, just felt simple, sometimes inconvenient.Visualization of the received and processed letters sometimes were "shifted" every logo were saved as an individual picture.Topdesk is rather kind of a new name in the world of ticketing tools, but it has a potential, what one of their late Scrum Master also confirmed.There was an option to create an answer/comment for yourself in the ticket, but not send it to the customer.Topdesk can offer you a simple, cost-efficient, on-demand ticketing tool. Wise to ask for a demo to help you decide, which is the best for your requirements. Pros Fast and simpleOn-demand version available, reducing TOCSeparated e-mail update sending and ticket commentingAbility to create private commentsReasonable price per "agent"Customizable fields even in the data management partDelegation, access management and multi-level are usefulCan connect an e-mail address for processingSimple text editing Cons Simple layout, too simpleSome features are not available, like mass ticket movingAttachments and screenshots can not be embeddedMay charge you for additional featuresCodes, features coming from the centre3rd party tool integration would be a plusCustomer management could be betterRivals know more, not necessarily on a higher price Review Source Response from TOPdesk August 22, 2023 Hello Gábor, Thank you for sharing your review! We're pleased to hear that you've found value in TOPdesk's features like speed, simplicity, and customizable fields. Your feedback contributes to our growth, and we're glad you've found TOPdesk useful for your needs. Kind regards, Team TOPdesk SD Sander D. Service Manager Accounting Used the software for: 2+ years ### "Saas Topdesk" December 14, 2023 4.0 Pros It's easy to use, very user friendly and to configure flows and design a self service portal. Cons That features to connect topdesk with azure are not standard Review Source Response from TOPdesk December 18, 2023 Thanks Sander for sharing your experience and feedback. We really appreciate it. RT Randy T. Werkplekbeheerder Information Technology and Services Used the software for: 2+ years ### "My opinion about topdesk" December 14, 2023 4.0 Pros How fine and easy topdesk works IT related Cons I don't know for now it works perfect for me Review Source Response from TOPdesk December 18, 2023 Hey Randy, Thank you for the review! We're thrilled to hear that you're finding TOPdesk easy to use for your IT needs. It's music to our ears that it's working perfectly for you right now. We're here if you ever need any help. Best, Team TOPdesk. LV Leroy V. It projectmanager Government Administration Used the software for: 2+ years ### "Good application " December 14, 2023 4.0 Pros The ssp is the perfect tool for the end user Cons Dont have cons at this moment writing this review Review Source Response from TOPdesk December 18, 2023 Thank you for sharing your review! Great to hear the SelfServicePortal is meeting your needs. XH Xander H. IT Helpdesk Non-Profit Organization Management Used the software for: 2+ years ### "TOPdesk review" December 14, 2023 4.0 Pros Easy tooling to understand for new users. Cons Modules can be difficult to manage without expedience. Review Source Response from TOPdesk December 18, 2023 Thanks you very much for your review Xander! Don't hesitate to reach out if we can be of some assistance. SV Stefan V. Application owner Retail Used the software for: 2+ years ### "Great Application for overall use!" December 12, 2023 5.0 Perfect tool for incident and change management with a great Selfserviceportal Pros Self Service Portal works perfect for users Cons Combination of workflows to 1 change does not work Review Source Response from TOPdesk December 15, 2023 Hello Stefan, thanks for your awesome review! It's great to hear that you're finding our Self Service Portal useful. Sorry to hear about the workflow issue. We're on it and your feedback really helps. Best, Team TOPdesk. KP Kevin P. Service Desk and Monitoring Product Engineer Education Management Used the software for: 2+ years ### "A solution that doesn't try to do everything" March 18, 2019 5.0 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. Pros Extensibility and integration options. Takes an uncomplicated approach to service management. Cons Built-in reporting. No serious attempt to support Release or Deployment. Review Source Response from TOPdesk October 19, 2020 Hi Kevin, you're spot on. We aim to be "best of breed" in ESM/ITSM with heavy focus on service delivery. Thank you for the compliments and feedback. Most welcome. ML Mark L. Service desk Banking Used the software for: 6-12 months ### "TOPdesk still on top?" January 3, 2024 3.0 Although TOPdesk offers everything you would expect from an ITSM tool, and has proven itself over the years, i feel like it has been surpassed by their competitors, which offer a more modern experience for both users and administrators. Pros TOPdesk has been one of the most used tools of its kind for quite some time, and offers all functionality that you would expect. Cons The look and feel of TOPdesk are not as up to date as their more modern competitors. Review Source Response from TOPdesk January 4, 2024 Hey Mark, Thank you for sharing your thoughts! We're glad to hear that you appreciate the functionality of TOPdesk. Your feedback about the look and feel of our platform is noted. We're always aiming for improvement and a more modern experience is definitely on our radar. We understand that competition is fierce and we're committed to keep evolving to meet and exceed expectations. Your feedback is incredibly valuable in this process. Best, Team TOPdesk BC Barry C. Infrastructure Engineer Paper & Forest Products Used the software for: 2+ years ### "YOUR helpdesk package from a company who makes their helpdesk YOUR helpdesk" April 5, 2019 5.0 Topdesk has helped us to ensure we meet all aspects of our SOX compliance around incident and change management. 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 Review Source Response from TOPdesk October 19, 2020 Hi Barry. Thanks for sharing this review and to read we've helped you take the SOX compliancy steps. Smurfit has been with us for many years and we hope we can continue this great collaboration with you for many years to come! AR Alistair R. Head of 2nd Line IT Services Higher Education Used the software for: 2+ years ### "TopDesk at UoH" August 23, 2019 5.0 Pros TopDesk is easy to use and easy to get other teams up and running using it. We also find it easy to admin. Cons The reporting could be better. I've seen other colleagues using other systems with better reports. Note: this may be symptomatic of the way we use TOPdesk rather than the tool! Reason for choosing TOPdesk We liked the licensing model. It was clear what we were paying for and we can roll it out to anyone without incurring additional costs. Review Source Response from TOPdesk October 19, 2020 Hi Alistair. Thank you for sharing your experience in this review. This is much appraciated! LP Lee P. IT Manager Accounting Used the software for: 6-12 months ### "Helped us to improve customer experience and team workload at the same time" November 1, 2017 5.0 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. 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. Review Source Response from TOPdesk October 19, 2020 Thank you very much for sharing your experience Lee! We really appreciate it. NP Nils P. IT Admin Electrical/Electronic Manufacturing Used the software for: 2+ years ### "Maybe the best Ticket System" June 23, 2022 4.0 Excellent Pros It looks fantastic! Probably the best-looking Ticket System on the market. Cons Kind of hard to set up and maintain. Imports are done by Scripts. Review Source Response from TOPdesk July 20, 2022 Hello Nils, Thank you for the review. We really appreciate it. If you have any questions feel free to contact us. And if you have any tips for us about the set up you can also contact us. GR Gordon R. Assistant Director of Computing Services Used the software for: 2+ years ### "Great package, helpful consultants and potential for you to develop into a joined up SM system" February 5, 2018 4.0 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. Review Source Response from TOPdesk October 19, 2020 Thank you Gordon! JT James T. Project Manager Financial Services Used the software for: 2+ years ### "TOPdesk User Support" October 31, 2018 4.0 Very positive with great flexibility and incredible support. Pros Flexibility within the tool, vast array of modules. Cons Project management could do with expansion to support more agile approach Review Source Response from TOPdesk October 19, 2020 Thank you James. 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