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What Is TOPdesk?

TOPdesk is the only ITSM tool that combines a quick set-up with personal guidance. Get started with user-friendly features and best practices to manage tickets, track assets and share knowledge, so your end users experience 5* services every day. Thanks to our step-by-step approach, even busy service teams can beat the chaos and find time for improvements. You don't need a coding wizard to maintain the tool – promise. Want more help? Our 900 in-house specialists are just a phone call away.

Who Uses TOPdesk?

TOPdesk is a service management platform for IT service desks at organizations with 250-5000 employees. The tool is easy to expand to other service departments like Facilities or HR.

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

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Reviews of TOPdesk

Average score

Overall
4.4
Ease of Use
4.4
Customer Service
4.6
Features
4.3
Value for Money
4.3

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001

Find reviews by score

5
50%
4
42%
3
7%
2
1%
Giovanni Ficcadenti
Giovanni Ficcadenti
Guest Services Specialist in US
Verified LinkedIn User
Internet, 10,000+ Employees
Used the Software for: 6-12 months
Reviewer Source

Cloud-based software.

5.0 3 years ago

Comments: It provides spectacular functions that allow you easily customizable construction. The interface is very intuitive. It enables you to automate emails speedily and easily. Its best feature is a self-service portal that helps to remove numerous doubts from consumers and avoids overloading the support staff who can keep their focus on consumers with issues. It provides a clear overview of open incidents. It can create KPI-based reporting. In simple words, it is an excellent tool to obtain information about consumers quickly. It addresses the issues, reports, and replies to the questions speedily. It offers operation management and object management very effectively.

Pros:

It helps businesses offer the best services to their consumers. It enables you to create workflows, manage incidents, and keep track of configurations. It's design and installation are simple as compared to other ticketing systems. The customer support is excellent. The API enables you to build incorporations into other tools without dependence on marketplace applications. It enables you to monitor the activities of the department.

Cons:

Creating reports is sometimes confusing. Also, creating workflow-based email prompts consumes much time and delays work for a couple of weeks. The events and actions modules are sometimes frustrating especially when triggers do not work. It has some limitations regarding chart building. The change process is confusing and requires regular guidance. It is pretty expensive. The installation process is quite tough. It does not allow users to update their profiles with additional details such as education, contact numbers, and links from social media forums.

TOPdesk Response

2 years ago

Hi Giovanni, 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.

David
CTO in Netherlands
Education Management, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Best ITSM available

5.0 5 months ago

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.

TOPdesk Response

5 months ago

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

Verified Reviewer
Verified LinkedIn User
Insurance, 1,001–5,000 Employees
Used the Software for: 6-12 months
Reviewer Source

TopDesk is a ticket system that has very basic functionality.

3.0 6 years ago

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

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.

TOPdesk Response

6 years ago

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/).

Wijnand
Technical Consultant in Netherlands
Information Technology & Services, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

TOPdesk: An Extensive ITSM Tool

4.0 5 months ago

Pros:

Configurability Customizability Support of TOPdesk

Cons:

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

TOPdesk Response

5 months ago

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.

Sven
Cloud Engineer in Netherlands
Information Technology & Services, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

TOPdesk as ITSM tool

5.0 5 months ago

Pros:

Look and feel, easy to use. Team cooperation

Cons:

Some features cannot be customized (saas)

TOPdesk Response

5 months ago

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.