What is 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.

Who Uses TOPdesk?

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.

Where can TOPdesk be deployed?

Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Linux (Desktop), Windows (On-Premise), Linux (On-Premise), Chromebook (Desktop), Android (Mobile), iPhone (Mobile), iPad (Mobile)

About the vendor

  • TOPdesk
  • Located in Delft, Netherlands
  • Founded in 1993
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Austria, Belgium, Brazil, Canada and 24 others

Languages

Danish, Dutch, English, Finnish, French and 8 others

TOPdesk pricing

Starting Price:

US$66.00/month
  • Yes, has free trial
  • No free version

TOPdesk does not have a free version but does offer a free trial. TOPdesk paid version starts at US$66.00/month.

Pricing plans get a free trial

About the vendor

  • TOPdesk
  • Located in Delft, Netherlands
  • Founded in 1993
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Austria, Belgium, Brazil, Canada and 24 others

Languages

Danish, Dutch, English, Finnish, French and 8 others

TOPdesk videos and images

TOPdesk Software - Self-service Portal
TOPdesk Software - Asset management overview
TOPdesk Software - Asset Managemnt Dashboard
TOPdesk Software - Planboard
TOPdesk Software - KPIs Dashboard
View 6 more
TOPdesk video
TOPdesk Software - Self-service Portal
TOPdesk Software - Asset management overview
TOPdesk Software - Asset Managemnt Dashboard
TOPdesk Software - Planboard
TOPdesk Software - KPIs Dashboard

Features of TOPdesk

  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • CRM
  • Change Management
  • Collaboration Tools
  • Commenting/Notes
  • Compliance Management
  • Configuration Management
  • Contract/License Management
  • Customisable Branding
  • Customisable Reports
  • Customisable Templates
  • Dashboard
  • Drag & Drop
  • Email Management
  • Fixed Asset Management
  • Help Desk Management
  • IT Asset Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Performance Metrics
  • Preventive Maintenance
  • Prioritisation
  • Problem Management
  • Real Time Notifications
  • Release Management
  • Reporting/Analytics
  • Scheduling
  • Self Service Portal
  • Service Catalogue
  • Service History
  • Service Level Agreement (SLA) Management
  • Support Ticket Management
  • Task Management
  • Technician Management
  • Third Party Integrations
  • Ticket Management
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

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Reviews of TOPdesk

Average score

Overall
4.6
Ease of Use
4.5
Customer Service
4.7
Features
4.4
Value for Money
4.5

Reviews by company size (employees)

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

Find reviews by score

5
60%
4
36%
3
4%
Jon
Jon
Chief Information Officer in UK
Verified LinkedIn User
Higher Education, 501-1,000 Employees
Used the Software for: 1+ year
Reviewer Source

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

5.0 4 years ago

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

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

TOPdesk Response

2 years ago

"It has overall been a really exceptional and rewarding engagement of a software supplier and implementation of their tool." Wow. That's what we strive for! Thank you Jon for your feedback and compliments.

Dave
IT Director in UK
Used the Software for: 1+ year
Reviewer Source

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

5.0 5 years ago

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.

TOPdesk Response

2 years ago

Thanks Dave for sharing this elaborate review. We really appreciate it!

Verified Reviewer
Support Technician in US
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 4 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

4 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/).

Johan
ICT Support medewerker in Netherlands
Machinery, 201-500 Employees
Used the Software for: 2+ years
Reviewer Source

TOPdesk Change Management

4.0 3 months ago

Comments: 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.

TOPdesk Response

last month

Hi Johan, Thank you for the review. We really appreciate it. If you have any questions feel free to contact us.

Martin
IT Manager - Global Helpdesk in UK
Pharmaceuticals, 201-500 Employees
Used the Software for: 1+ year
Reviewer Source

Top Marks

5.0 3 years ago

Comments: 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.

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.

TOPdesk Response

2 years ago

Wow, thank you Martin for your top marks. We appreciate the feedback and compliments!