TOPdesk

Help desk & service management

4,6 /5 (39 reviews) Write a Review!

TOPdesk Overview

What is 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.

TOPdesk Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
Subscription
Value for money

Contact TOPdesk for pricing information.


TOPdesk Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, Germany, Brazil, Mexico
Supported Languages
Danish, Dutch, English, Finnish, French and 8 others, German, Hungarian, Italian, Norwegian, Polish, Portuguese, Spanish, Swedish

Media

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
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
Schedule changes within the calendar to ensure that tasks do not overlap or interrupt employee work
Self-service Portal
Service Desk KPIs Dashboard
Plan changes with the graphical workflow editor which allows users to schedule and plan activities with step-by-step activities and task assignment
Incident reports can be updated with progress notes, attachments, and more, and technicians can notify the requester once the problem is resolved
Change management tools allow technicians to register recurring processes and procedures in ITIL-based templates
TOPdesk video TOPdesk screenshot: 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 screenshot: 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 screenshot: Schedule changes within the calendar to ensure that tasks do not overlap or interrupt employee work TOPdesk screenshot: Self-service Portal TOPdesk screenshot: Service Desk KPIs Dashboard TOPdesk screenshot: Plan changes with the graphical workflow editor which allows users to schedule and plan activities with step-by-step activities and task assignment TOPdesk screenshot: Incident reports can be updated with progress notes, attachments, and more, and technicians can notify the requester once the problem is resolved TOPdesk screenshot: Change management tools allow technicians to register recurring processes and procedures in ITIL-based templates

TOPdesk Reviews

TOPdesk Reviews

Overall rating
4,6
/
5
Excellent
26

Very good
11

Average
2

Poor
0

Terrible
0

Value for Money
4,6
Features
4,5
Ease of Use
4,5
Customer Support
4,8
95% recommended this app
Jon F.

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

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


Dave W.

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


Verified Reviewer

TopDesk is a ticket system that has very basic functionality.

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


Martin W.

Top Marks

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.


Nick B.

Service excellence experts - supplier as a business partner

TOPdesk are beyond that of a supplier and more a business partner that many other suppliers could learn a lot from. They provide awesome support backed up by knowledgeable staff / consultants who share your desire for service excellence.


Jon F.
Industry: Higher Education
Company size: 501-1 000 Employees

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

Used Daily for 1+ year
Reviewed on 2018/03/16
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Dave W.

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

Used Daily for 1+ year
Reviewed on 2018/02/08
Review Source: Capterra

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!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Verified Reviewer
Industry: Insurance
Company size: 1 001-5 000 Employees

TopDesk is a ticket system that has very basic functionality.

Used Daily for 6-12 months
Reviewed on 2018/07/10
Review Source: Capterra

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/).

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

Martin W.
Industry: Pharmaceuticals
Company size: 201-500 Employees

Top Marks

Used Daily for 1+ year
Reviewed on 2019/03/01
Review Source: Capterra

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!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Nick B.
Industry: Government Administration
Company size: 1 001-5 000 Employees

Service excellence experts - supplier as a business partner

Used Daily for 1+ year
Reviewed on 2019/06/14
Review Source: Capterra

TOPdesk are beyond that of a supplier and more a business partner that many other suppliers could learn a lot from. They provide awesome support backed up by knowledgeable staff / consultants who share your desire for service excellence.

Pros

Does what is says on the virtual tin - the modules are well designed and fit for purpose and allow for customisation's when rarely needed. The software can grow with your own needs as and when needed making it a great return on investment and is not limited to 'just a insert team name here' system allowing for integrated processes and oversight end-to-end. The expansion into allowing microservices to bolt onto TOPdesk via the marketplace only add more value.

Cons

Its very minor but being able to save a complex form component - it would be great to save a small number (3 max) of complex built form components that can be re-used on other forms rather than having to rebuild it each time its used. e.g. long drop downs just for speed, consistency and efficiency.

Response from TOPdesk

Thank you Nick for sharing your thoughts in this review. We really appreciate you experience TOPdesk as your business partner. This goes both ways looking at all the constructive feedback you provide on roadmap topics for instance. Hope to have you with as as a customer and business partner for many years to come!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
9,2/10
Based on 39 user ratings
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TOPdesk Pricing

TOPdesk Pricing

Starting from
N/A
Free Trial
Subscription
Value for money

Contact TOPdesk for pricing information.

Contact TOPdesk for pricing information.

Value for Money
4,6/5
Based on 39 user ratings
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TOPdesk Features

TOPdesk Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4,5/5
Based on 39 user ratings
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Categories

Additional information for TOPdesk

Additional information for TOPdesk

Key features of TOPdesk

  • Activity dashboard
  • Analytics
  • Automated routing
  • Automatic notifications
  • Chat
  • Chat functionality
  • Client portal
  • Community forums
  • Contract / SLA management
  • Customizable reporting
  • Dashboard creation
  • Drag & drop interface
  • Graphical workflow editor
  • IT asset management
  • IT service desk
  • Inbox / queue management
  • Instant messaging
  • Knowledge management
  • Known issue management
  • Multiple brands / products
  • Resource management
  • Self service portal
  • Service catalog
  • Service reporting
  • Third party integration
  • To-do list
  • WYSIWYG editor

Benefits

  • 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.

  • TOPdesk FAQs

    TOPdesk FAQs

    Below are some frequently asked questions for TOPdesk.

    Q. What type of pricing plans does TOPdesk offer?

    TOPdesk offers the following pricing plans:

    Pricing model: Subscription

    Free Trial: Available

    Contact TOPdesk for pricing information.

    Q. What are the main features of TOPdesk?

    TOPdesk offers the following features:

    • Activity dashboard
    • Analytics
    • Automated routing
    • Automatic notifications
    • Chat
    • Chat functionality
    • Client portal
    • Community forums
    • Contract / SLA management
    • Customizable reporting
    • Dashboard creation
    • Drag & drop interface
    • Graphical workflow editor
    • IT asset management
    • IT service desk
    • Inbox / queue management
    • Instant messaging
    • Knowledge management
    • Known issue management
    • Multiple brands / products
    • Resource management
    • Self service portal
    • Service catalog
    • Service reporting
    • Third party integration
    • To-do list
    • WYSIWYG editor

    Q. Who are the typical users of TOPdesk?

    TOPdesk has the following typical customers:

    Small Business, Large Enterprises, Public Administrations, Non Profit, Mid Size Business

    Q. What languages does TOPdesk support?

    TOPdesk supports the following languages:

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

    Q. What type of pricing plans does TOPdesk offer?

    TOPdesk has the following pricing plans:

    Subscription

    Q. Does TOPdesk support mobile devices?

    We do not have any information about what devices TOPdesk supports

    Q. What other apps does TOPdesk integrate with?

    TOPdesk integrates with the following applications:

    Basaas, Infraspeak, Insocial, Jira, OBI Engage, ONEiO, Remote Support, SignRequest, TestMonitor, iLert

    Q. What level of support does TOPdesk offer?

    TOPdesk offers the following support options:

    Phone Support, Online Support, Knowledge Base, Video Tutorials, FAQs