TOPdesk

4.4 (90)
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The service management platform that makes service happen

About TOPdesk

TOPdesk is a service management platform for busy IT service teams that want to get things done. With out-of-the-box software that's packed with templates, endless integration options, and our people here to guide you, you can start exceeding customer expectations – the stress-free way.

We'll help your service team, step by step, do three things differently.

1. Tame service desk chaos
Get started quickly and code-free with an ITSM solution that's easy to personalize around your needs. No need to reinvent the wheel – our experts use best practices to help you standardize processes like incident management and asset management. Whatever your plans are, you can start small and scale TOPdesk as your needs change.

2. Be better together
Easily collaborate in the tool – both within and outside of your own service department. With one shared portal with departments like HR or Facilities, you can give end users a smoother experience company-wide.

3. Deliver new value continuously
TOPdesk is easy to maintain, so you can make valuable improvements without having to rely on consultants. But don't worry – we're here to offer any tips and tricks if you need us.

TOPdesk's features
TOPdesk offers many ITIL-based features to help you make service happen:

Incident Management – Categorize and prioritize incoming requests and assign tasks to the right agent automatically. Ticket solved? Your end users are notified right away.

Asset Management – Track your organization's assets, see who's using them, and see how they're connected. The software comes with asset templates that you can adapt to your needs.

Knowledge Management – Use the Knowledge Base to capture critical knowledge from your agents – and make it accessible for everyone in the organization.

Reporting – Create a Dashboard for all your key metrics, so you can easily spot bottlenecks and keep your department's performance on track.

Self-Service Portal – Give end users a one-stop-shop to log tickets, read FAQs and knowledge articles, and check the status of their request. Increased transparency equals happy customers.

Our solution always comes with:
- A service management platform that's ready to use and easy to maintain – no coding needed.
- 3 different plans to choose from with plenty of add-ons, all brought to you via SaaS or On-Premises.
- An easy-to-use framework for all your processes, including standard features like a knowledge base, a link with Active Directory and single sign-on.
- 24/5 personal support from our local experts, and 24/7 online support via MyTOPdesk.

Integrate with all your favorite tools
Connect TOPdesk with all the tools you need and use. You'll have access to our open API, out-of-the-box integrations and the TOPdesk Marketplace.

What you'll achieve with TOPdesk
· Stop firefighting and regain control of your service desk
· Meet customer expectations every time
· Increase transparency and excel in customer interactions
· Be noticed for your consistently great services


Key benefits of TOPdesk

Meeting your customers’ expectations should be easy, even when your service team is overwhelmed. TOPdesk helps you improve step-by-step, so you can make an impact without added pressure.

Getting started with TOPdesk is easy: it's out-of-the-box and quick to personalize with some help from our experts. Together we'll make sure the software works best for your situation.

In fact, the tool is based on 25+ years of best practices, so you'll benefit instantly from handy templates for processes like self-service.

TOPdesk is scalable and grows with you. Start small with features like Incident Management, Asset Management and Reporting – and add more as your needs change. Want to integrate TOPdesk with other tools? No problem. You'll have access to our API, integrations and the TOPdesk Marketplace.

Thanks to train-the-trainer sessions, you'll learn how to maintain the tool without any help from our consultants. Really, there's no coding needed.

Need some more help? Our team of experts cares about your success and has your back every step of the way. Get support from in-house specialists 24/5. They speak your language and response is quick and personal – you won't find them using any scripts.

You'll become part of the TOPdesk community of experts and peers, here to share tips and tricks for service improvements.

TOPdesk is available as SaaS and on-premises deployment. Licensing is flexible and subscription based .


Images

TOPdesk Software - The reporting dashboard allows users to create reports using a drag & drop interface on KPIs and metrics such as average resolution time, response time, and more
TOPdesk Software - View a graphical IT asset chart to understand which assets are being used by which employees, where they are located, which software is installed, and more
TOPdesk Software - Schedule changes within the calendar to ensure that tasks do not overlap or interrupt employee work
TOPdesk Software - Self-service Portal
TOPdesk Software - Service Desk KPIs Dashboard
TOPdesk Software - Plan changes with the graphical workflow editor which allows users to schedule and plan activities with step-by-step activities and task assignment
TOPdesk Software - Incident reports can be updated with progress notes, attachments, and more, and technicians can notify the requester once the problem is resolved
TOPdesk Software - Change management tools allow technicians to register recurring processes and procedures in ITIL-based templates
View 9 more
TOPdesk video
TOPdesk Software - The reporting dashboard allows users to create reports using a drag & drop interface on KPIs and metrics such as average resolution time, response time, and more
TOPdesk Software - View a graphical IT asset chart to understand which assets are being used by which employees, where they are located, which software is installed, and more
TOPdesk Software - Schedule changes within the calendar to ensure that tasks do not overlap or interrupt employee work
TOPdesk Software - Self-service Portal
TOPdesk Software - Service Desk KPIs Dashboard
TOPdesk Software - Plan changes with the graphical workflow editor which allows users to schedule and plan activities with step-by-step activities and task assignment
TOPdesk Software - Incident reports can be updated with progress notes, attachments, and more, and technicians can notify the requester once the problem is resolved
TOPdesk Software - Change management tools allow technicians to register recurring processes and procedures in ITIL-based templates

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Reviews

Overall rating

4.4 /5
(90)
Value for Money
4.3/5
Features
4.3/5
Ease of Use
4.4/5
Customer Support Software
4.6/5

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Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 90
Dave
Overall rating
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software

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

Reviewed on 08/02/2018

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.

Response from TOPdesk

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

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 Software
  • 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 Software
  • 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 Software
  • 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.

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 Software
  • Likelihood to recommend 10.0 /10

Top Marks

Reviewed on 01/03/2019

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!

Showing 5 reviews of 90 Read all reviews

TOPdesk FAQs

Below are some frequently asked questions for TOPdesk.

TOPdesk offers the following pricing plans:

  • Starting from: $66.00/month
  • Pricing model: Subscription
  • Free Trial: Available

TOPdesk has the following typical customers:

2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

TOPdesk supports the following languages:

Danish, Dutch, English, Finnish, French, German, Hungarian, Italian, Norwegian, Polish, Portuguese, Spanish, Swedish

TOPdesk supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

TOPdesk integrates with the following applications:

AFAS Software, AI Chatbot, Azure Active Directory, Azure DevOps Server, BeyondTrust Remote Support, Bird, BlueDolphin, Chatbot, Clicksign, D4Sign, Digital Signage, Dynatrace, Exact Online, Exact Synergy, FastPass SSPR, FlexWhere, Freshdesk, HubSpot CRM, Humble Online, IBI-aws, IDAAS Products, Insocial, Jira, Lansweeper, ManageEngine OpManager, Microsoft Intune, Microsoft Outlook, Microsoft Power BI, Microsoft Teams, N-central, NetCloud SASE, Office App, Okta, OneLogin, Outsmart, Qlik Sense, QlikView, Room Booking System, Saysimple, ServiceNow, SharePoint Azure AD Connect, Slack, SnapEngage, Snow License Manager, Splunk Enterprise, Stratusphere UX, TOPdesk, TeamViewer Remote, Tenjin, Testersuite, Trello, ValidSign, Versio.io, Virtual Agent, WISH, Workspace 365, Xelion, Zapier, Zendesk Suite, Zervicepoint, ZigiOps, iFinder, iLert, nps.today

TOPdesk offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, 24/7 (Live rep), Chat

Related categories

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