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:

US$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.
  • Devices

    Business size

    S M L

    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:

    US$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: 103

    • API
    • Access Controls/Permissions
    • Active Directory Integration
    • Activity Dashboard
    • Activity Tracking
    • Alerts / Escalation
    • Alerts/Notifications
    • Approval Process Control
    • Asset Lifecycle Management
    • Asset Tracking
    • Assignment Management
    • Audit Management
    • Audit Trail
    • Automated Routing
    • Availability Management
    • Barcode / Ticket Scanning
    • Barcoding/RFID
    • CRM
    • Calendar Management
    • Calibration Management
    • Capacity Management
    • Change Management
    • 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
    • Dashboard Creation
    • Data Import/Export
    • Document Storage
    • Drag & Drop
    • Email Management
    • Email Templates
    • Equipment Maintenance
    • Fixed Asset Management
    • For Schools
    • Help Desk Management
    • IT Asset Management
    • IT Asset Tracking
    • Incident Management
    • Inspection Management
    • Interaction Tracking
    • Inventory Management
    • Issue Management
    • Issue Scheduling
    • Issue Tracking
    • Key & Lock Management
    • Knowledge Base Management
    • Knowledge Management
    • Live Chat
    • Macros/Templated Responses
    • Maintenance Scheduling
    • Mobile Access
    • Monitoring
    • Multi-Channel Communication
    • Multi-Location
    • Network Monitoring
    • Performance Metrics
    • Predictive Maintenance
    • Preventive Maintenance
    • Prioritization
    • Problem Management
    • Project Management
    • 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
    • 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
    • Task Progress Tracking
    • Task Scheduling
    • Technician Management
    • Third Party Integrations
    • Ticket Management
    • Visitor Management
    • Widgets
    • Work Order Management
    • Workflow Configuration
    • Workflow Management

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    Reviews

    Overall rating

    4,6 /5
    (47)
    Value for Money
    4,5/5
    Features
    4,4/5
    Ease of Use
    4,5/5
    Customer Support
    4,7/5

    Already have TOPdesk?

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

    Write a Review!
    Showing 5 reviews of 47
    Jon F.
    Overall rating
    • Industry: Higher Education
    • 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 10.0 /10

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

    Reviewed on 2018/03/16

    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.

    Dave W.
    Overall rating
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support

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

    Reviewed on 2018/02/08

    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!

    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 2018/07/10

    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/).

    Frederik kalb N.
    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 2022/03/09

    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.

    Martin W.
    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 2019/03/01

    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 47 Read all reviews

    TOPdesk FAQs

    Below are some frequently asked questions for TOPdesk.

    TOPdesk offers the following pricing plans:

    • Starting from: US$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

    TOPdesk offers the following support options:

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

    Related categories

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