About TOPdesk

TOPdesk is an ITIL-aligned service management software with KPI dashboards designed for
IT, facilities management, and HR help desks to aid communications. With the aim of helping businesses to enhance their service management, TOPdesk provides features such as change and release management, facility management, asset management, problem and incident management, a self service portal, operations control, knowledge management, and more.

TOPdesk provides modules and tools for both IT service management (ITSM) and computer-aided facility management (CAFM) for managing employees and users, as well as assets and facilities. The ITSM tools can be used to automate processes such as reporting on incident resolution times, processing complaints or requests, employee workload management and scheduling, and more. Customers or employees can submit IT problems or requests through the self service portal and the incident management module allows technicians to open incident cards, assign tasks, track progress, and notify the requester when the incident is resolved.

From the CAFM modules, users can perform facilities-related tasks such as registering and tracking company assets, submitting and processing work orders, planning and scheduling maintenance, registering properties, monitoring visitors, and managing reservations. In order to encourage customers or employees to be more self-sufficient, businesses can build their own customized self-service portal with a knowledge base, web shop, and service desk to allow users to search for their own solutions.

Pricing starting from:

$66.00/month

  • Free Version
  • Free Trial
  • Subscription

Key benefits of TOPdesk

  • Manage and implement changes and releases with TOPdesks’s IT change management module which provides workflow automation for commonly requested changes, custom forms with best practices for the self service portal, to-do lists, and a graphical schedule planner.

  • Get a comprehensive overview of company assets from the asset management module with graphical overviews of assets which provides IT management with a view of each device, who is using it, where it is, and which software is installed.

  • Gain businesses insight with the reporting and analytics dashboard which provides graphical visualizations of important metrics and KPIs such as service desk response time, problem resolution time, and more, with a drag & drop creator.

  • Register all incoming calls and requests using the incident management tool. IT departments can open incident cards for each issue, view conversations or ‘progress trails’, assign tasks to operators, save responses to common issues, alert customers when the issue is resolved, and more.

  • Give customers the control by creating a fully customized self service portal with a searchable knowledge base, answers to common questions, forms for incident reporting or requests out of hours, and more.
  • Typical Customers

    • Freelancers
    • Small Businesses (2-50)
    • Mid-size Companies (51-500)
    • Large enterprises (500 and more)

    Deployment

    • Cloud-based
    • On-premise

    Markets

    Austria, Australia, Belgium, Caribbean Netherlands, Brazil , Canada, Switzerland, Chile, Germany, Denmark, Spain, Finland, France, United Kingdom, Hungary, Ireland, Italy, Luxembourg, Mexico, Netherlands, Norway, New Zealand, Poland, Portugal, Sweden, Singapore, Suriname, Sint Maarten, United States

    Supported Languages

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

    Pricing starting from:

    $66.00/month

    • Free Version
    • Free Trial
    • Subscription

    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

    Features

    Total features of TOPdesk: 102

    • API
    • Access Controls/Permissions
    • Active Directory Integration
    • Activity Dashboard
    • Activity Tracking
    • Alerts / Escalation
    • Alerts/Notifications
    • Approval Process Control
    • Asset Lifecycle Management
    • Asset Tracking Software
    • Assignment Management
    • Audit Management
    • Audit Trail
    • Automated Routing
    • Availability Management
    • Barcode / Ticket Scanning
    • Barcoding/RFID
    • CRM Software
    • Calendar Management
    • Calibration Management Software
    • Capacity Management
    • Change Management Software
    • Chat/Messaging
    • Client Portal
    • Collaboration Tools
    • Commenting/Notes
    • Compliance Management
    • Configuration Management
    • Contract/License Management
    • Customizable Branding
    • Customizable Fields
    • Customizable Forms
    • Customizable Reports
    • Customizable Templates
    • Dashboard Creation
    • Dashboard Software
    • Data Import/Export
    • Document Storage
    • Drag & Drop
    • Email Management Software
    • Email Templates
    • Equipment Maintenance Software
    • Fixed Asset Management Software
    • For Schools
    • Help Desk Management
    • IT Asset Management Software
    • IT Asset Tracking
    • Incident Management Software
    • Inspection Management
    • Interaction Tracking
    • Inventory Management Software
    • Issue Management
    • Issue Scheduling
    • Issue Tracking Software
    • Key & Lock Management
    • Knowledge Base Management
    • Knowledge Management Software
    • Live Chat Software
    • Macros/Templated Responses
    • Maintenance Scheduling
    • Mobile Access
    • Monitoring
    • Multi-Channel Communication
    • Multi-Location
    • Performance Metrics
    • Predictive Maintenance
    • Preventive Maintenance Software
    • Prioritization
    • Problem Management
    • Project Management Software
    • Real Time Notifications
    • Real-Time Chat
    • Recurring Issues
    • Release Management
    • Reminders
    • Remote Access/Control
    • Reporting & Statistics
    • Reporting/Analytics
    • Role-Based Permissions
    • Rules-Based Workflow
    • SSL Security
    • Scheduling Software
    • Self Service Portal
    • Service Catalog
    • Service History
    • Service Level Agreement (SLA) Management
    • Social Media Integration
    • Support Ticket Management
    • Support Ticket Tracking
    • Surveys & Feedback
    • Tagging
    • Task Management Software
    • Task Progress Tracking
    • Task Scheduling
    • Technician Management
    • Third Party Integrations
    • Ticket Management
    • Visitor Management Software
    • Widgets
    • Work Order Management
    • Workflow Configuration
    • Workflow Management Software

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    Reviews

    Overall rating

    4.5 /5
    (51)
    Value for Money
    4.5/5
    Features
    4.4/5
    Ease of Use
    4.5/5
    Customer Support Software
    4.7/5

    Already have TOPdesk?

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

    Showing 5 reviews of 51
    Jon
    Overall rating
    • Industry: Higher Education Software
    • Company size: 501-1,000 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

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

    Reviewed on 16/03/2018

    It has overall been a really exceptional and rewarding engagement of a software supplier and...

    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

    Response from TOPdesk

    "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.

    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

    Verified Reviewer
    Overall rating
    • Industry: Insurance Software
    • 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 Software
    • Likelihood to recommend 7.0 /10

    TopDesk is a ticket system that has very basic functionality.

    Reviewed on 10/07/2018

    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/).

    Giovanni Ficcadenti
    Overall rating
    • Industry: Internet
    • Company size: 10,000+ Employees
    • Used Weekly for 6-12 months
    • Review Source

    Overall rating

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

    Cloud-based software.

    Reviewed on 22/03/2021

    It provides spectacular functions that allow you easily customizable construction. The interface is...

    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.

    Response from TOPdesk

    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.

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

    Overall rating

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

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

    Reviewed on 29/01/2018

    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.

    Showing 5 reviews of 51 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

    Contact TOPdesk for pricing information.

    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, Azure DevOps Server, Freshdesk, HubSpot CRM, Insocial, Jira, MessageBird, Microsoft Outlook, Microsoft Power BI, Office App, Okta, OneLogin, Outsmart, Qlik Sense, QlikView, Remote Support, ServiceNow, SharePoint Azure AD Connect, SnapEngage, Snow License Manager, Splunk Enterprise, TeamViewer, Trello, WISH, Zapier, Zendesk Suite

    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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