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)
TOPdesk videos and images
Features of TOPdesk
- Access Controls/Permissions
- Activity Dashboard
- Alerts / Escalation
- Asset Tracking
- Assignment Management
- Audit Management
- Change Management
- Collaboration Tools
- Compliance Management
- Configuration Management
- Contract/License Management
- Customisable Branding
- Customisable Reports
- Customisable Templates
- 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
- Problem Management
- Real Time Notifications
- Release Management
- Self Service Portal
- Service Catalogue
- Service History
- Service Level Agreement (SLA) Management
- Support Ticket Management
- Task Management
- Technician Management
- Third Party Integrations
- Ticket Management
- Work Order Management
- Workflow Configuration
- Workflow Management
Alternatives to TOPdesk
Reviews of TOPdesk
From early engagement to beyond our successful full implementation, a thoroughly positive experience
Comments: It has overall been a really exceptional and rewarding engagement of a software supplier and implementation of their tool.
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.
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
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.
Service Management built from the ground up requires a solid software base - This is it !
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.
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.
2 years ago
Thanks Dave for sharing this elaborate review. We really appreciate it!
TopDesk is a ticket system that has very basic functionality.
Comments: Gets the job done, but lacks a lot of common features that other ticketing systems have out of the box.
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.
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.
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/).
TOPdesk Change Management
Registration of a lot of company assets.
Automate processes for tasks for operators in TOPdesk
Change Management is a nice product for automate processes for onboarding for new Employees en company Assets
To set your specific function is sometimes difficult. With help of TOPdesk support you can set a lot of functions. They are very helpfull.
Hi Johan, Thank you for the review. We really appreciate it. If you have any questions feel free to contact us.
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.
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.
I still find the idea of having to use third party software for complex reports. The reporting side is not its strong point.
2 years ago
Wow, thank you Martin for your top marks. We appreciate the feedback and compliments!