TOPdesk

Who Uses TOPdesk?

TOPdesk provides a solution for the service desks of small companies and large multinationals alike with an application that can be used by supporting departments like IT, HR or Facilities.

What Is TOPdesk?

TOPdesk cloud-based software helps companies offer better services to their customers. With easy-to-use Help Desk software and over 20 years experience our software helps you manage incidents, create workflows, and keep track of configurations. Make your end users more self-reliant thanks to the Self-Service Portal. More than 4500 organisations worldwide already use TOPdesk to increase efficiency and improve customer satisfaction. Are you looking for service excellence? Let us be your guides.

TOPdesk Details

TOPdesk

http://www.topdesk.com

Founded 1993

TOPdesk Cost Overview

TOPdesk does not have a free version but does offer a free trial. TOPdesk paid version starts at USD 65.00/month.

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Starting Price

USD 65.00/month

Free Version

No

Free Trial

Yes

Deployment

Installed - Mac

Cloud, SaaS, Web

Installed - Windows

Training

In Person

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Business Hours

Online

TOPdesk Features

  • Alerts / Escalation
  • Automated Routing
  • Call Center Management
  • Customisable Branding
  • Document Storage
  • Email Integration
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Macros/Templated Responses
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Remote Access/Control
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Ticket Management
  • Workflow Configuration

View full list of Help Desk Software

  • Contract Management
  • IT Asset Management
  • Incident Management
  • Knowledge Management
  • Release Management
  • Self Service Portal
  • Service Catalog
  • Service Reporting
  • Ticket Management

View full list of IT Service Software

  • Asset Tracking
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract/License Management
  • Incident Management
  • Problem Management
  • Project Management
  • Release & Deployment Management
  • Self Service Portal

View full list of ITSM Tools

  • Asset Tracking
  • Billing & Invoicing
  • Calibration Management
  • Inventory Management
  • Key & Lock Management
  • Mobile Access
  • Predictive Maintenance
  • Preventive Maintenance
  • Scheduling
  • Service History Tracking
  • Technician Management
  • Work Order Management

View full list of Maintenance Management Software

TOPdesk Alternatives

More TOPdesk alternatives

TOPdesk Reviews

Read all reviews

Overall rating

4.6/5

Average score

Ease of Use 4.5
Customer Service 4.8
Features 4.5
Value for Money 4.6

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Jon F.
Chief Information Officer
Higher Education, 501-1,000 Employees
Used the Software for: 1+ year
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 16/03/2018

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

Comments: 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

Vendor Response

by TOPdesk on 19/10/2020

"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.

  • Reviewer Source 
  • Reviewed on 16/03/2018
Dave W.
IT Director
Used the Software for: 1+ year
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    Unrated
  • Reviewer Source 
  • Reviewed on 08/02/2018

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

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.

Vendor Response

by TOPdesk on 19/10/2020

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

  • Reviewer Source 
  • Reviewed on 08/02/2018
Verified Reviewer
Support Technician
Insurance, 1,001-5,000 Employees
Used the Software for: 6-12 months
  • Overall Rating
    3 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    3 /5
  • Customer Support
    3 /5
  • Value for Money
    3 /5
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 10/07/2018

"TopDesk is a ticket system that has very basic functionality."

Comments: 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.

Vendor Response

by TOPdesk on 27/07/2018

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/).

  • Reviewer Source 
  • Reviewed on 10/07/2018
Martin W.
IT Manager - Global Helpdesk
Pharmaceuticals, 201-500 Employees
Used the Software for: 1+ year
  • Overall Rating
    5 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 01/03/2019

"Top Marks"

Comments: 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.

Vendor Response

by TOPdesk on 19/10/2020

Wow, thank you Martin for your top marks. We appreciate the feedback and compliments!

  • Reviewer Source 
  • Reviewed on 01/03/2019
Stephanie J.
IT Compliance Manager
Packaging & Containers, 10,000+ Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    4 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 07/05/2019

"Let the great team of TOPdesk help make your life easier"

Pros: It's very easy to tweak the software to make it work in line with your current processes. It helps shape them so everyone can easily follow guidance and procedures. We currently use Incident, Problem, Change and Operations Management successfully and are very excited about continuing to improve our processes with such a knowledgeable partner at our side. Our audit rating and maturity levels continue to get better and better as a consequence as well.

Cons: Of course there are times that we'd like to do something that the software isn't quite capable of doing yet, but the labs team is constantly looking at new trends and often there is already something in development. If that is not the case the consultants are great in helping us develop workarounds.

Vendor Response

by TOPdesk on 19/10/2020

Hi Stephanie, thank you so much for your review. Great to have such great experiences from a long time customer.

  • Reviewer Source 
  • Reviewed on 07/05/2019