TOPdesk Reviews & Product Details

TOPdesk Overview

What is TOPdesk?

TOPdesk is an award-winning developer and provider of service management solutions that enable medium, large and multinational organisations to manage their IT, Facilities Management, and HR help desks. TOPdesk seamlessly integrates multiple support processes in a single system facilitating collaboration amongst departments and delivering better customer service with Shared Service Management. Offered on-premises or as SaaS, TOPdesk's ITIL-aligned solution optimises services with a user-friendly application, expert consultants and knowledgeable support team. With over 25 years of experience, 4,500+ customers worldwide and offices in 11 countries, TOPdesk is continually expanding and imparting knowledge and expertise globally, while remaining loyal to its customer focused values.

TOPdesk Details
Website
Languages Supported
Danish, German, English, French, Hungarian, Italian, Dutch, Norwegian, Polish, Portuguese, Spanish, Swedish
Product Description

TOPdesk makes ITIL-based service management software for IT, Facilities Management, and eHRM help desks.


Seller Details
Seller
TOPdesk
Company Website
Year Founded
1993
HQ Location
Holland, Netherlands
Twitter
@TOPdesk
1,893 Twitter followers
LinkedIn® Page
www.linkedin.com
863 employees on LinkedIn®
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TOPdesk Reviews

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Functioneel beheerder Bedrijfsvoering
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

How accesible TOPdesk is for new users. TOPdesk is an easy tool to use for teams that start working in TOPdesk. But it also meets the requirements of more mature teams. Review collected by and hosted on G2.com.

What do you dislike?

Some modules do not offer the full functionality we want. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Better registration of devices and software.

Many of the teams that start using TOPdesk, used outlook before. TOPdesk helps them registrate and handle calls more efficiently. Also it allows them to report on their calls, giving them more insights in their workload.

We stopped using multiple tools because TOPdesk could provide a solution (for example, we used to have a separate tool for catering, which is now embedded in TOPdesk). Review collected by and hosted on G2.com.

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Unified Communications Engineer
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

The automation of workflows and simplicity in filtering and resolving tickets and changes Review collected by and hosted on G2.com.

What do you dislike?

The process if sending emails out of the tool Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Consider that the implementation can take a rather long time depending on the needs but it is relatively easy to implement it Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Software/hardware changes issues and requests Review collected by and hosted on G2.com.

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Business Development Specialist
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

The fact that not a single field is without a reason a d that you can't move forward for some crucial parts, unless you a certain you got the right details enclosed. Review collected by and hosted on G2.com.

What do you dislike?

Perhaps one too many fields to enter details. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Customer issues. Improving the communication. Review collected by and hosted on G2.com.

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Senior .Net Developer
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

TOPdesk is helpdesk software for your organization is way easier to use and browser-based so you do not need any specific device that can be accessed from anywhere and deployment is very easy. As it is open-source it is easy for the integration of your data in product. It provides better management of services and task assigning. It also helps monitoring your department activities and task and their performance measure. Review collected by and hosted on G2.com.

What do you dislike?

In TOPdesk getting extra module will cost you extra. There are many limitations. You can use only what it offers not always satisfy your organization's needs completely. You must need other integrated software for it so it will cause extra efforts and resources. Limited functionality not always fulfills your requirements. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

TOP desk is a help desk for IT that automates your processes. It manages workflows of your organization and keeps changing flows within your organization. It is easy to change according to change management. Keep tracking of configurations items, passwords, etc and registrations. Keep tracking each department tasks and performance measure of each task. Also, provide reports of customer satisfaction measures. Keep tracking all the records of complaints, any failure and process them for further improvement. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

TOPdesk is ideal, easy to use, and I also get quick answers to questions. It presents spectacular functions which allows me a modular and easily customizable construction. I have the possibility of an easy way to respond to emails to update tickets. It is excellent, contains an intuitive interface, and makes it easy and can understand. Review collected by and hosted on G2.com.

What do you dislike?

I would like it to be more intuitive in that the installation process is a bit difficult. In this application it would be ideal to include better customization flexibility in the SSP. In addition, the self-service function would please me if it were more powerful. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

TOPdesk is primarily suitable for incident management. It also offers an easy-to-use IT service tool. It is ideal which allows you to organize and prioritize service tickets. It also facilitates collaboration and documentation of ITSM. It allows a directory of experts. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

TOPdesk we use it in our company which is useful and helps us to manage any eventuality. This tool is ideal, we use it mainly by the IT department which benefits from its services. It is excellent to help our clients in an effective way to find a solution to the problems they may have. Review collected by and hosted on G2.com.

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Data Analyst
Retail
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

It is very easy to use TOPdesk to offer simple report customization. It allows the extraction and analysis of information kept inside the helpdesk solution. It has a referring method for execution. It is very easy to organize and enclose the data into the system. From current support requirements to a client information record, the data can be imported. It changes the management demand for mobile phones and VPN access with twofold support. Review collected by and hosted on G2.com.

What do you dislike?

It does not permit the users to bring their profile up-to-date with extra details including contact numbers, links from social media platforms, education, and courses. SSP procedures could be more flexible if they were HTML able to deliver an improved user interface to users. It does not offer a management system for time and cost. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

TOPdesk develops and offers the facility of management solutions that permit standard, large and international companies to handle their information technology, services management, and HR support counters. TOPdesk flawlessly incorporates numerous support procedures in only one system enabling association between departments and bringing improved client support with Shared Service Management (SSM). TOPdesk is continually growing and conveying knowledge and skills worldwide, even though remaining trustworthy to its client-focused standards. Review collected by and hosted on G2.com.

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Advertising Sales Manager
Marketing and Advertising
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

This software is very because it helps me automate emails very quickly and easily. In addition, user questions can be linked through TOPdesk with just one click. The interface is another aspect that I like about this program because I think it is very intuitive, the self-service portal and the operators have a good experience without a doubt. I am also fascinated that he was able to record the incidents quickly, that is, the time it takes me for each record is minimal because I previously set the options for the process. Review collected by and hosted on G2.com.

What do you dislike?

I do not like what although the interface is very intuitive, it contains opaque colors in some sections of the platform. Also, with a low internet connection i cannot have adequate enjoyment of the software. On the other hand, the support is not very good in countries outside the USA, I have some clients abroad and they tell me that they have no answer. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I must mention that it is totally recommended, the implementation time is fast and the way of your work accelerates your processes and workflow. You will get more dynamism with your customers and you can meet your suppliers often by managing contracts. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are fully synchronized with TOPdesk, that helps us to have a favorable management of the incidents. However we also use it to manage contracts, in this way we can meet our suppliers much faster. It has become a regular program due to its excellent reach to offer our services to customers. Review collected by and hosted on G2.com.

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Ingeniero de soporte
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

TOPdesk has many features to organize tickets and rank according to their priority. This software stands out for its call management tool, which can handle processes and problems easily. Another feature that I like is its self-service portal that offers my clients to get answers without needing to contact me. Review collected by and hosted on G2.com.

What do you dislike?

Opening several sections to initiate requests, service management, reservation planning, can make a large workload on the page slowing down the platform and causing the browser to close it. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

TOPdesk is an excellent service desk product. Since it has been implemented in the organization where I work, we have improved our response times and reduced ticket entry. I assume it will integrate well with your applications and give you an excellent experience. I recommend it. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are delighted with TOPdesk, because it gives us the ability to classify all our tickets according to their priority, so that it improves our response times, exceeding the expectations of our customers. In addition, we have also reduced the entrance of tickets thanks to its self-service portal that provides strong responses to our customers, without needing to contact us. Review collected by and hosted on G2.com.

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Bachelor of Science - BS, Applied Economics
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

TOPdesk fascinates me because it is simple to use when addressing incidents via telephone, as well as an effective tool to obtain information about customers, we start only with incident management but now we have the management of changes, operations and objects. Review collected by and hosted on G2.com.

What do you dislike?

Although it is very easy to use its mobile utility it could be better, since it lacks simple functions, such as adding photos to an existing call. The self-service portal should be more customizable, also in the SSP it is not possible for our clients to obtain an export of their own incidents in, for example, excel. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

TOPdesk adapts excellently to any department or organization of information technology that operates in a ticket-based system, the monitoring and management of workloads is great, in fact the system is appropriate for any organization that tracks based in tickets Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use TOPdesk in an incident management department for our external clients related to software processes and hardware. We have made progress because we started only with the incident module and over the years we incorporated support for self-service and the change management module Review collected by and hosted on G2.com.

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Communications Manager
Internet
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I like this program its ease of use, the interface is very intuitive. In addition, the cloud system is extremely essential for optimal operation. TOPdesk has something very particular and that thanks to it I can have a request to change management for mobile devices with a double approval. Another feature is that your inventory control with scan included is fantastic. Review collected by and hosted on G2.com.

What do you dislike?

It would be brilliant if you had more flexibility in your customization. I also suggest that they add self-service functionalities including AI as the primary force to carry out this idea. However, these suggestions are only additions to a program that I consider very self-disciplined and with a great future. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I want to emphasize very strongly that this program is one of the most promising because of the way in which it has been developing its functions at the management level and getting involved in the industry. It should be noted that it is suitable to have systematic control and business management requests. It is a very versatile and pleasant program for the consumer. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It is important for us since we use it under the excuse of having greater versatility in terms of managing incidents, changes and internal assets in the company. In addition to serving for ticket management for a comprehensive communication between departments and we also use it to achieve inventory control without negative developments. Really all the work that has been done with TOPdesk has been positive. Review collected by and hosted on G2.com.

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UF
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Improves the IT organization and makes team work easier Review collected by and hosted on G2.com.

What do you dislike?

It can be challenging to fully understand Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Invest in some tailored modules, since this greatly benefits the organization. Good implementation is the basis for succesful usage among users and admins. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

First line helpdesk requests, lead time has been greatly reduced Review collected by and hosted on G2.com.

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Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Topdesk offers me the best solution in the creation of systems with exceptional signage. I also have a variety of possibilities and very nice connections between various add-ons for customizing reports. Review collected by and hosted on G2.com.

What do you dislike?

I would like the process of designing forms to be a bit more intuitive. In addition to being able to have more flexibility within the system Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Nothing more to think about than TOPdesk is simply the ideal for work processes and sales management. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use TOPdesk throughout our organization to carry out incident, configuration and contract management because we get very involved with new suppliers. Review collected by and hosted on G2.com.

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Clinical Sales Specialist
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Topdesk is very easy to implement. The Dashboard shows at a glance how many calls are open, which categories these calls relate to and how the calls are received. Besides that, there is a multitude of reports available to help you find out for yourself what you would like to know from your data.I would highly recommended it. Review collected by and hosted on G2.com.

What do you dislike?

Topdesk does not support integration with other tools like Power BI, report manager. The process of installing topdesk is somewhat complex. It also lacks a task management portal to keep a track on the performed tasks. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Topdesk is very easy to implement. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

topdesk has an amazing email utility. The e-mail import functionality saves a lot of work. It is a really Fast tool to get information about customers and helps in solving their queries instantly. Topdesk has intuitive interfaces, you find everything you need without problems. Review collected by and hosted on G2.com.

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Peer Advisor
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

It is an amazing tool in getting information about the customers very rapidly. It addresses the reports, incidents, issues, and replies to the questions very quickly. It offers object management, incident management, and operations management very efficiently. It is well-organized and easy to use. The dashboard displays the information of calls at a single glimpse. Moreover, there are multiple reports present to help you know yourself what do you want to know from the data.  Review collected by and hosted on G2.com.

What do you dislike?

The installation process of TOPdesk is a little bit complicated. The initial setup curve is high, so prior knowledge is essential for a better understanding. It has no integration with other tools such as report manager and power BI. It does not offer email notifications for the incidents in the organization. You cannot get a transfer of your own incidents when using SSP. Sometimes the interface creates confusion when using.  Review collected by and hosted on G2.com.

Recommendations to others considering the product:

TOPdesk has a feature called appointment planning board that plans and manages the appointments.

Highly recommended. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

TOPdesk is an appropriate tool for any IT company, department or organization that works on a ticket-based setup and is well-suited for organizations that track the work based on tickets. It has outstanding management and tracking of workload. TOPdesk has a feature called appointment planning board that plans and manages the appointments and allows the managers to have access to these planned appointments of the workers.  Review collected by and hosted on G2.com.

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Especialista em TI
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I will mention two points of TOPdesk that deserve positive highlight, the first is the self service portal, it is great and helps to eliminate a lot of doubts from our customers, thus avoiding overloading our support staff who can then focus more on customers with problems. Another highlight that I highlight in TOPdesk is its constant upgrades showing that the responsible team is engaged and looking for constant improvements. Review collected by and hosted on G2.com.

What do you dislike?

The creation of permissions is somewhat limited, it would be interesting if TOPdesk gives the administrator more control and their ability to configure what different types of users may or may not see in the interface, as well as access them. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

TOPdesk has arrived at our company with the mission of streamlining and automating all our customer support procedures. Managing our service tickes has become much simpler with TOPdesk, the self service portal it provides is great and has helped to eliminate simpler questions for our customers by avoiding overloading our support team. The truth is that TOPdesk has made our support team's day to day work much more productive, efficient and organized. Review collected by and hosted on G2.com.

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Representante de atendimento ao cliente
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

The self-service portal that TOPdesk provides is its strong point, with the appropriate settings and adjustments to your site it will be an amazing help tool for your customers helping to answer their questions and often eliminating the need for a contact from him. directly with an employee who can focus on a customer who has a "more serious" problem Review collected by and hosted on G2.com.

What do you dislike?

I had a few issues with the event configuration tool, although it is efficient as it is also a bit tricky mainly to configure certain event criteria, a little more intuitiveness in this feature would do TOPdesk very well. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

TOPdesk is suitable for all companies that aims to improve support and customer relationship work, it offers quality service for a fair market price, you will still have the profit of saving time from your support operations that They have become much healthier thanks to TOPdesk, not to mention the benefits of giving your customer due attention and keeping them more satisfied thanks to the attention you will give them with the help of TOPdesk. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

TOPdesk has been implemented in our company with the goal of improving the connection between our support team and our company's customers. With TOPdesk our customers can quickly report incidents, problems with some product or even get more technical questions before making a call. a purchase. Summarizing TOPdesk has enhanced our entire relationship with our customers. Review collected by and hosted on G2.com.

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Docente de Postgrado
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Topdesk has allowed our organization to be more efficient, with the support provided to the service table; reducing the saturation of workloads.

In addition, its easy manipulation has allowed us to include new operators in short periods of time. Review collected by and hosted on G2.com.

What do you dislike?

The functionality of Topdesk have filled organizational expectations; however, information is lost in the mail messages. The rest is excellent Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Since using Topdesk in our workplace, organizational management has improved significantly Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We obtained a necessary ally with Topdesk. We were able to integrate the processes of different departments of the organization into an effective system.

Its positive impact has been evidenced. Topdesk truly reduces workloads Review collected by and hosted on G2.com.

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UR
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

TOPDesk enables to smoothly run cases trough different layers of the organisation. Review collected by and hosted on G2.com.

What do you dislike?

As always with software that has so many options, it can be quite difficult to get the hang of it. This also depends on how you use it though. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Take your time to get used to it. It's overwelming at first, but less complicated than you might think. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

As service desk employee, it's very helpful to use TOPDesk to run cases trough different layers of the organisation. Review collected by and hosted on G2.com.

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Environmental specialist I
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Very user friendly especially when using it for IT calls. Also very easy to navigate while using it for register IT related incidents. Another thing I really like is how easy accessible and nice the topdesk staff is they are always very friendly and precise while handling calls. Review collected by and hosted on G2.com.

What do you dislike?

I really cannot think of anything that I miss or would like to improve on Topdesk Every update or new version gets better and better. Making it very easy to navigate which is a plus. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

At my organization we used TOPdesk as the service desk tool for all IT calls. Not only to handle them but to track them as well and that was a great benefit to be able to track the progress on a problem. Review collected by and hosted on G2.com.

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AH
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I use TOPdesk for all kinds of stuff, but most of times for the automation purposes. We can send an e-mail to TOPdesk in one click, make it import, convert into a ticket, register it to the SLA and inform the customer that it has been registred. Review collected by and hosted on G2.com.

What do you dislike?

It's more or less pushed to the SaaS-instance. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Take a look at a demo. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Easy and configurable ticketing, without the hassle and administrative work. Review collected by and hosted on G2.com.

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desarrollador web, programador de software para empresas en bumeran.com
Graphic Design
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

i like you self -service portal is also easy for users and also saves a lot of time Review collected by and hosted on G2.com.

What do you dislike?

the configuration can sometimes be a bit difficult Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

to solve the problems of software support or of you Review collected by and hosted on G2.com.

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UC
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

The way you can log ticketz is great. The amount of detail that can be added. You can add attachements, invisible notes and public notes. Another useful feature is you register your time again a ticket Review collected by and hosted on G2.com.

What do you dislike?

I havent found anything that I dislike about this software yet. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Ticket management of software issues. Review collected by and hosted on G2.com.

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UB
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I like the layout of the topdesk product. It is easy to find links that may help you solve the issue before submitting a ticket and it is cleaner than our past products when it comes to look and feel. I love being able to track the submitted tickets, as well. Review collected by and hosted on G2.com.

What do you dislike?

I haven’t found anything that I have disliked about this software yet. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use topdesk for all of our IT tickets, so we really are solving most problems with it. The tracking of tickets has been the biggest benefit. Review collected by and hosted on G2.com.

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