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.

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

    Australia, Brazil, Canada, Germany, United Kingdom, Mexico, United States

    Supported Languages

    Danish, Dutch, English, Finnish, French and 8 others, German, Hungarian, Italian, Norwegian, Polish, Portuguese, Spanish, Swedish

    Images

    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
    View 9 more
    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

    Features

    Total features of TOPdesk: 86

    • API
    • Activity Dashboard
    • Activity Tracking
    • Alerts / Escalation
    • Alerts/Notifications
    • Asset Management
    • Asset Tracking
    • Automated Routing
    • Availability Management
    • Barcoding/RFID
    • CRM
    • Calendar Management
    • Calibration Management
    • Capacity Management
    • Categorisation/Grouping
    • Change Management
    • Chat/Messaging
    • Client Portal
    • Collaboration Tools
    • Configuration Management
    • Contract/License Management
    • Customer Complaint Tracking
    • Customizable Branding
    • Customizable Fields
    • Customizable Forms
    • Customizable Reports
    • Customizable Templates
    • Dashboard Creation
    • Data Import/Export
    • Document Storage
    • Drag & Drop
    • Email Distribution
    • Email Management
    • Email Templates
    • Event Triggered Actions
    • Graphical Workflow Editor
    • IT Asset Management
    • Incident Management
    • Interaction Tracking
    • Interaction Tracking
    • Inventory Management
    • Key & Lock Management
    • Knowledge Base Management
    • Knowledge Management
    • Live Chat
    • Macros/Templated Responses
    • Mobile Access
    • Monitoring
    • Multi-Channel Communication
    • Multi-Language
    • Network Monitoring
    • Online Forums
    • Performance Metrics
    • Predictive Maintenance
    • Preventive Maintenance
    • Prioritization
    • Problem Management
    • Project Management
    • Real-Time Chat
    • Release Management
    • Remote Access/Control
    • Reporting & Statistics
    • Reporting/Analytics
    • Resource Management
    • Rules-Based Workflow
    • Scheduled / Automated Reports
    • Scheduling
    • Self Service Portal
    • Service Catalog
    • Service History
    • Service Level Agreement (SLA) Management
    • Service Reporting
    • Single Sign On
    • Social Media Integration
    • Support Ticket Management
    • Surveys & Feedback
    • Tagging
    • Technician Management
    • Third Party Integrations
    • Ticket Management
    • To-Do List
    • WYSIWYG Editor
    • Widgets
    • Work Order Management
    • Workflow Configuration
    • Workflow Management

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    Reviews

    Overall rating

    4,6 /5
    (41)
    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 41
    Giovanni ficcadenti L.
    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
    • Likelihood to recommend 10.0 /10

    Cloud-based software.

    Reviewed on 2021/03/22

    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.

    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!

    Christopher A.
    Overall rating
    • Industry: Online Media
    • 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 9.0 /10

    A cloud-based platform enables enterprises to provide high quality services to their patrons

    Reviewed on 2021/02/06

    TOPdesk assistance is very effective by phone, emails or from a self-service dashboard. Queries and...

    TOPdesk assistance is very effective by phone, emails or from a self-service dashboard. Queries and problems are generally addressed or resolved within a given timeframe. SAAS hosting is still very efficient, with a marginal amount of latency throughout the past 2.5 years. TOPdesk hosting service management days intended to pull together other system operators using TOPdesk to explore their preferences, hates, and suggestions. They really listen to and keep ideas on board.

    Pros

    We're glad to have picked TOPdesk. The installation and design is quite simple comparative to several other ticketing systems in which we have accomplished the transformation within several months without needing a specialized developer. The User Interface with both self-service terminals and the manager portals is new, and we also like how recommended information articles appear instantly when an event happens.

    Cons

    One weakness, developing workflow-based email prompts is very complicated and time taking. Our implementation representative also had a rough time setting it up the trigger points to deal with. This prompted our work to be postponed for a couple of weeks. Months after, we sometimes have stimuli that just don't work well. It normally takes roughly an hour to fix a trigger.

    Rudy B.
    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
    • Likelihood to recommend 10.0 /10

    IT Services and Technical Support technician/Team leader

    Reviewed on 2018/07/31

    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 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 41 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.

    We do not have any information about TOPdesk features

    TOPdesk has the following typical customers:

    2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

    TOPdesk supports the following languages:

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

    TOPdesk supports the following devices:

    TOPdesk integrates with the following applications:

    Jira, MessageBird, Microsoft Outlook, Microsoft Power BI, Okta, OneLogin, Remote Support, Snow License Manager, TeamViewer, Trello

    TOPdesk offers the following support options:

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

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