TOPdesk

4.4 (94)
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The service management platform that makes service happen

Overall rating

4.4 /5
(94)
Value for Money
4.3/5
Features
4.3/5
Ease of Use
4.3/5
Customer Support
4.6/5

93%
recommended this app
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94 Reviews

Sandra
Overall rating
  • Industry: Government Administration
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Worth a try and certainly a look

Reviewed on 14/12/2023

Pros

Easy to use and implement. Easy to get support

Cons

At the moment I really could not say that

Response from TOPdesk

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.

Gábor
Overall rating
  • Industry: Automotive
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Topdesk as a mid-tier ticketing tool

Reviewed on 28/10/2022

In my late company, we introduced Topdesk, an English-created sw. to have a ticketing tool, capable...

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

Response from TOPdesk

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

Ron
Overall rating
  • Industry: Facilities Services
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Topdesk review

Reviewed on 12/12/2023

Overall I am very satisfied with the use of Topdesk. There is also internally satisfaction, and...

Overall I am very satisfied with the use of Topdesk. There is also internally satisfaction, and even more departements ate being connected.

Pros

Creating and following requests works great. Also the self service portal is very useful in the organisation to submit a request to the correct departement.

Cons

Configurating the Self Service Portal could be more flexible. For example field becoming visible on other fields and the formatting of fields.

Response from TOPdesk

Hi Ron, thank you for your review! We're glad to hear that TOPdesk is beneficial for your organization and that the self-service portal is proving useful. We appreciate your feedback on making the portal more flexible - we're always looking for ways to improve. Thanks again for your input, and we look forward to continuing to serve your needs. Best, Team TOPdesk.

Rudy
Overall rating
  • Industry: Computer Hardware
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

IT Services and Technical Support technician/Team leader

Reviewed on 31/07/2018

Its great for logging incidents and requests. The Self service portal is easy to use for customers,...

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.

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.

Response from TOPdesk

Thank you for sharing this experience as a long time customer! We look forward to many more years to come Rudy.

Randy
Overall rating
  • Industry: Information Technology & Services
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

My opinion about topdesk

Reviewed on 14/12/2023

Pros

How fine and easy topdesk works IT related

Cons

I don't know for now it works perfect for me

Response from TOPdesk

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.

Kevin
Overall rating
  • Industry: Education Management
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

A solution that doesn't try to do everything

Reviewed on 18/03/2019

TOPdesk is a solution that doesn't try to cater to every single aspect of Service Management. Its...

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.

Response from TOPdesk

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.

Leroy
Overall rating
  • Industry: Government Administration
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Good application

Reviewed on 14/12/2023

Pros

The ssp is the perfect tool for the end user

Cons

Dont have cons at this moment writing this review

Response from TOPdesk

Thank you for sharing your review! Great to hear the SelfServicePortal is meeting your needs.

Stephanie
Overall rating
  • Industry: Packaging & Containers
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Let the great team of TOPdesk help make your life easier

Reviewed on 7/05/2019

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.

Response from TOPdesk

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

Juber
Overall rating
  • Industry: Education Management
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Super Functional Tool For Ticket Management

Reviewed on 18/01/2020

Pros

This was a very big jump from our previous Service Desk management tool. It is very fast, has many features, is easy to use and has many different escalation routes. This helps in collaborating without having to start explaining things from the beginning. One of the features which I really love, is the ability to prioritise and categorise workload. The deadline function is also super helpful as it allows you to see when something needs to be seen to urgently. Finally, I love the fact that the search feature is very dynamic and very fast which enables analysts to search very quick for a ticket.

Cons

The worst part about topdesk, is learning how to use it. Most people will love their experience with using it, however, getting to grips with it can be daunting and off putting. There is no easy way out though and it does require very basic minimal technical knowledge.

Response from TOPdesk

Hi Juber, thank you very much for reviewing TOPdesk and the feedback. If there's anything we can do to help you please reach out. Happy to help.

Rudy
Overall rating
  • Industry: Education Management
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

My Journey with TOPdesk

Reviewed on 14/06/2019

This is a great tool for Shared Services, and its potential as a one stop shop for all requests and...

This is a great tool for Shared Services, and its potential as a one stop shop for all requests and enquires within any organisation, no matter how large or small that might be.

Pros

Ease of use, plenty of self help guides and support, they are always introducing new features and actually listen to its customer base, which to a greater extent drives their development of the products.

Cons

Having to invest in extra modules.
Setting up the actions and events

Response from TOPdesk

Hi Rudy, thank you very much for sharing your review. We really appreciate it! We're all about Shared Services, so happy to read it fits your needs.

Bjorn
Overall rating
  • Industry: Retail
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Keep up the good work, and keep improving

Reviewed on 12/12/2023

Overall I have great experiences with Topdesk, like I said the software has a lot of possibilities...

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.

Response from TOPdesk

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

Daniel
Overall rating
  • Industry: Retail
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

User focused on Self service portal and tickets

Reviewed on 12/12/2023

Building the self service portal for the store and managing the tickets is an good job where you...

Building the self service portal for the store and managing the tickets is an good job where you can manage creativity and skills. I see the possibylities but because shortage of knowledge not always executable

Pros

possibylities are endlless, for the person who report easy in use

Cons

new features and suggestions not always top of mind to share. Now the roads to walk are not clear

Response from TOPdesk

Hi Daniel, thanks for your feedback! It's great to hear that you find TOPdesk easy to use and versatile. We understand your point about new features and we're working to improve our communication.
Best,Team TOPdesk

Jindi
Overall rating
  • Industry: Government Relations
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

TOPdesk review

Reviewed on 14/12/2023

Pros

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

Cons

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

Response from TOPdesk

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.

Lee
Overall rating
  • Industry: Accounting
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

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

Reviewed on 1/11/2017

Self service to help staff help themselves. Better visibility of change status and Service desk...

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.

Response from TOPdesk

Thank you very much for sharing your experience Lee! We really appreciate it.

Johan
Overall rating
  • Industry: Government Relations
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Great support

Reviewed on 12/12/2023

TOPdesk is an user friendy application. Continuously innovative

TOPdesk is an user friendy application. Continuously innovative

Pros

The consultants has a lot of knowlodge. They response quick on the quistions we have.

Cons

We have no issues with TOPdesk.TOPdesk is a good product

Response from TOPdesk

Hello Johan, we're really glad to hear that you're pleased with the knowledge and responsiveness of our consultants. It's wonderful to know you're finding TOPdesk a good product. Your comments about the user-friendliness and continuous innovation of TOPdesk are really appreciated.
Best, Team TOPdesk

Diekus
Overall rating
  • Industry: Facilities Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

TOPdesk review Dec 2023

Reviewed on 12/12/2023

Pros

Overal usability and functionality.
Adaptebility

Cons

Not able to use ritch text and copy/paste pictures

Response from TOPdesk

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

Johan
Overall rating
  • Industry: Machinery
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

TOPdesk Change Management

Reviewed on 1/06/2022

Registration of a lot of company assets.
Loan registration
Automate processes for tasks for...

Registration of a lot of company assets.
Loan registration
Automate processes for tasks for operators in TOPdesk

Pros

Change Management is a nice product for automate processes for onboarding for new Employees en company Assets

Cons

To set your specific function is sometimes difficult.
With help of TOPdesk support you can set a lot of functions. They are very helpfull.

Response from TOPdesk

Hi Johan,

Thank you for the review. We really appreciate it.

If you have any questions feel free to contact us.

Mark
Overall rating
  • Industry: Banking
  • Company size: 501–1,000 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 1.0 /10

TOPdesk still on top?

Reviewed on 3/01/2024

Although TOPdesk offers everything you would expect from an ITSM tool, and has proven itself over...

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.

Response from TOPdesk

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

Gordon
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

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

Reviewed on 5/02/2018

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.

Response from TOPdesk

Thank you Gordon!

Verified Reviewer
Overall rating
  • Industry: Sports
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support

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

Reviewed on 25/04/2018

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.

Response from TOPdesk

Thank you for the great compliments and do please reach out to our support or consutancy guru's if we can assist in mastering the software.

Sandy
Overall rating
  • Industry: Chemicals
  • Company size: 5,001–10,000 Employees
  • Used Monthly for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

Good basic IT ticketing system

Reviewed on 11/04/2022

It is probably best suited for smaller companies without a need to advanced routing. TOPdesk looks...

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.

Response from TOPdesk

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

Remon
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 5,001–10,000 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

TOPbest!!!

Reviewed on 14/12/2023

Pros

The ease to learn the basics of the software

Cons

Sometimes i am missing some documentation about certain cases. But overal i can find what i need else i will contact the service desk.

Response from TOPdesk

Hey Remon,
Loving the wordplay in your review - TOPbest, that's what we aim for! Glad to know our software's basics are easy to pick up. We've taken note of your point about documentation - we're on it. And yes, our service desk is always ready to assist you.
Best, Team TOPdesk

Estela
Estela
Overall rating
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

its versatility and the quality of services

Reviewed on 6/04/2018

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.

Response from TOPdesk

Thank you so much Estela. Compliments like these make our day!

Inés
Inés
Overall rating
  • Industry: Telecommunications
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support

Very good work

Reviewed on 8/04/2018

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.

Response from TOPdesk

This is the cherry on the cake for us Ines. Thank you for the great compliment.

Nils
Overall rating
  • Industry: Electrical/Electronic Manufacturing
  • Company size: 201–500 Employees
  • Used Monthly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Maybe the best Ticket System

Reviewed on 23/06/2022

Excellent

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.

Response from TOPdesk

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.