TOPdesk

4.4 (96)
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The service management platform that makes service happen

Overall rating

4.4 /5
(96)
Value for Money
4.3/5
Features
4.3/5
Ease of Use
4.3/5
Customer Support
4.5/5

93%
recommended this app
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96 Reviews

Lauri A.
Lauri A.
Overall rating
  • Industry: Utilities
  • Company size: 2–10 Employees
  • Used Weekly for 1-5 months
  • Review Source

Overall rating

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

TOPdesk is a good placeholder for tracking and maintaining customer updates & items in process

Reviewed on 30/4/2020

We use TOPdesk to maintain steps in our testing processes and to document those steps with the...

We use TOPdesk to maintain steps in our testing processes and to document those steps with the customer from beginning to close of the project.

My corporation wants to combine our incidents, which currently look like tabs on the screen, with more expansive features including reports so is moving from TOPdesk to Salesforce, which I have used in the past and is very different in its interface.

Pros

It's a simple digital place to create "incidents" for each product test and maintain customer records per incident which can either be available to or hidden from the customer.

Cons

TOPdesk is limited in what kind of documentation it can hold. We cannot include and manipulate all the files we need to work with. It's a placeholder for items and info., not a space for working on them.

Response from TOPdesk

Hi Lauri, thank you for your review! We really appreciate it.

The use case you are describing isn't our typical ITSM/ESM case we cater to so there might be a gap between what we offer and your needs. Moving forward to a better fit is the logical step. We hope this step towards Salesforce helps you out. Best of luck!

For ITSM/ESM support we're very happy to support you in any future needs. Thanks again.

Verified Reviewer
Overall rating
  • Industry: Fund-Raising
  • Company size: 501–1,000 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 has improved over the years.

Reviewed on 10/9/2019

All in all this is a sound product that gets the job done. As it is very configurable we have over...

All in all this is a sound product that gets the job done. As it is very configurable we have over the years automated al lot of services via the self-service portal.

Pros

The self-service portal is very configurable. We have setup a nice look self-service portal that gets improved over time. Having used TD for many years, we have seen it grown over the years and like it.
The SSO option is available and as many people use it daily it is almost a must to use it. Setup of it was relatively easy.

Cons

We have a useability issue with Firefox and the operator console where an "X" character is not recognized. This will be solved by an update, but in the meantime it is annoying.
I don't like the default search option of "Fuzzy". I always use the quotes around a search term to disable that. I would like the default be changed or at least configurable.

Response from TOPdesk

Thank you for taking the time to write this review. We hope to have you with us for many more years to come!

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 3/1/2024

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

Verified Reviewer
Overall rating
  • Industry: Food & Beverages
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Having used many CAFM system's this is certainly the best software and comes with excellent...

Reviewed on 29/1/2018

na

na

Pros

Easy and intuitive to use, easy to model for your needs, with many modules available. Can be used across the business Function: IT, HR, Admin, Soft FM, Hard FM and with excellent asset management, room bookings and reception services. The Help Line staff go out of their way to support. Mobilisations or start up Help Desks are also supported with excellent consultants that lead a team through the setup up and training. The Workaid module allows two way communication directly with suppliers and sub contractors whether they have TopDesk or not. Regular seminars/conferences held to address innovation and to allow networking across different business sectors to allow best practice to promulgate.

Response from TOPdesk

Thank you! Great to read you experience the ESM value we can offer to various departments.

Verified Reviewer
Overall rating
  • Industry: Government Relations
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Everything you need voor your incident, change and problem processes

Reviewed on 9/4/2019

It has streamlined our incident process and allowed us to have strict control over our service...

It has streamlined our incident process and allowed us to have strict control over our service level agreements

Pros

Easy to create workflows so that you can follow a process from start to finish

Cons

No drag and drop for adding files to incidents

Response from TOPdesk

Thank you very much for taking the time to post this review!

Verified Reviewer
Overall rating
  • Industry: Insurance
  • Company size: 1,001–5,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

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

TopDesk is a ticket system that has very basic functionality.

Reviewed on 10/7/2018

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

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.

Response from TOPdesk

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/).

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 25/4/2018

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.

Verified Reviewer
Overall rating
  • Industry: Legal Services
  • Company size: 1,001–5,000 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

Quality

Reviewed on 18/9/2018

from 1st visit to build to launch everything was so professional. Everyone I spoke to was an...

from 1st visit to build to launch everything was so professional. Everyone I spoke to was an excellent ambassador for the company.

Pros

so easy to use.. have used servicenow/remedy etc and this has all of the functionality they have whilst being a lot more individually tailorable

Cons

nothing yet, we have been very happy with all aspects of the software

Response from TOPdesk

Thank you for the great compliments and comparisons! We really appreciate it.

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 6/4/2018

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 8/4/2018

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.

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.

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

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.

Verified Reviewer
Overall rating
  • Industry: Government Administration
  • Company size: 1,001–5,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 0.0 /10

Not so good experience with the product

Reviewed on 24/7/2023

Very bad experience from day one when it had to be integrated and subsequent bad experience with...

Very bad experience from day one when it had to be integrated and subsequent bad experience with the support. Have given up contacting them.

Pros

That we should not have a server standing with ourselves

Cons

Don't feel there is any support whatsoever for the product. You have to constantly update your browser or close and open your browser as it times out all the time. It is difficult to set up the system the way you would like it to. Not easy to find your way around the system.

Response from TOPdesk

Hello,

Thank you for sharing your experience. We're truly saddened to hear about the difficulties you've encountered with our product. Your feedback is valuable, and we're working to improve support and system usability. We would like to get in contact to address your concerns and find a solution. Your input will help us enhance our services moving forward.

Kind regards,

Team TOPdesk

Gert
Overall rating
  • Industry: Food Production
  • 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 7.0 /10

Review Gert Ruiters

Reviewed on 12/8/2021

Maintenance contracts entered in TOPdesk now run automatically.
visitors are properly registered...

Maintenance contracts entered in TOPdesk now run automatically.
visitors are properly registered with the visitors registration module.
No phone calls anymore, tickets are created by the customers direcly.

Pros

Many modules which means that Topdesk can be widely used in the company

Cons

in asset management, for example, there are still some points that could be improved, but Topdesk is busy with this, I'll keep an eye on the roadmap.

API connection with other systems is not yet possible for all modules.

Response from TOPdesk

Hi Gert,

Thank your for making some time to review our product and services. We really appreciate it. We will always improve our product and we are happy to hear that you know where to find the updates.

If you have any suggestions or questions feel free to contact us.

Always happy to help.

Martin
Overall rating
  • Industry: Pharmaceuticals
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

Top Marks

Reviewed on 1/3/2019

I was looking for a Helpdesk tool for my small, but growing company, branching across multi-sites...

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.

Response from TOPdesk

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

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 7/5/2019

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.

Caroline
Overall rating
  • Industry: Higher Education
  • 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

Success with self-service

Reviewed on 9/7/2019

TOPdesk are an excellent company to work with, very responsive and helpful. You are made to feel...

TOPdesk are an excellent company to work with, very responsive and helpful. You are made to feel like part of the wider team. We feel we get excellent value for money with this product.

Pros

It's so easy to customise and configure. Using this product we have developed a self-service portal showcasing multiple services from various departments, not just IT services. TOPdesk has made it possible to streamline our service provision, and automate some of the call management. Our self-service portal is regularly achieving over 75% entry.

Cons

It's difficult to find something I don't like but maybe I would like to have more text formatting tools.

Response from TOPdesk

Sorry for being slow on this particular response.. Fortunately you've experienced that in other direct channels we are quite fast. Thank you Caroline for being part of this great team and sharing your experience! Over 75% entry, that's amazing work. Well done!

Frederik Kalb
Overall rating
  • Industry: Logistics & Supply Chain
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

TopDesk review

Reviewed on 9/3/2022

Pros

Easy to use and gets you a clear overview over support cases.

Cons

Some missing features, such as being able to easily assign several cases to a specific supporter/agent at once.

Response from TOPdesk

Hello Frederik,

Thank you for your review!

If you have any more questions feel free to contact us.

John
Overall rating
  • Industry: Construction
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

Basic work easy, reporting a little difficult

Reviewed on 8/9/2022

Pros

The creation of tickets and the overal feel of topdesk isn't too difficult. Also the automatic importing of mails is a nice feature

Cons

reporting is a bit difficult at times and you don't always know what categories to include

Response from TOPdesk

Hello John,

We value your review! Glad you find ticketing easy. We're addressing reporting concerns to improve further. Your input matters!

Kind regards,

Team TOPdesk

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

Overall rating

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

Moving from a locally hosted version to SaaS was the best decision we made.

Reviewed on 1/11/2017

Pros

TOPdesk provides a simple tool for Service Management provided your organisation has good processes in place ... or even some processes!!
For Operators it is easy to use and the KB is excellent. For end users the SSP is superb, delivering an intranet style webspace whilst easing the role of Service Desk Operators.

Cons

HTML in emails!! Pleased to say that this is something that TOPdesk appear to be addressing. The lack of customisation for operators is frustrating

Response from TOPdesk

Thank you very much for sharing your experience and feedback Andrew! We really appreciate it.

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 11/4/2022

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

Rory
Overall rating
  • Industry: Higher Education
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

Easy call management!

Reviewed on 31/10/2018

Helping users 'self-solve'.
Tracking incidents and requests.
Managing estates / assets.

Helping users 'self-solve'.
Tracking incidents and requests.
Managing estates / assets.

Pros

Simple and clear call management.
Flexible and highly customisable asset management and SSP.

Cons

Some settings are buried deep within the menu structures - can make it tricky to locate the one you need.

Response from TOPdesk

Thank you Rory!

James
Overall rating
  • Industry: Education Management
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

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

An excellent FM package

Reviewed on 27/2/2019

Excellent, we've been incredibly well supported with many in-person days of training and trouble-sho...

Excellent, we've been incredibly well supported with many in-person days of training and trouble-shooting. The various modules have been introduced naturally and this has been an exceptionally valuable tool to record both day-to-day incidents as well as PPM tasks.

Pros

One of the most exciting and innovative products that I reviewed and now regularly use across over 16 site and many staff. Software is simple to use on the surface but hides a raft of features that are easy to enable and powerful for reporting purposes.

Cons

The lack of support for the 24 hours calendar.

Response from TOPdesk

Thank you James for sharing your FM experience. Great to read it's being used over so many sites and staff.

Erik
Overall rating
  • Industry: Education Management
  • Company size: 5,001–10,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

Great ITILbased software

Reviewed on 18/12/2018

Pros

Scalable professional software that is highly intuitive

Cons

Nothing, it is one of the best software suites I know in this branche

Response from TOPdesk

Thank you Erik! What a great compliment.