TOPdesk

Score8.7 out of 10

428 Reviews and Ratings

What is TOPdesk?

TOPdesk is the flagship highly-modular cloud-based or installed ITSM service desk and asset management solution from the Dutch company of the same name, for enterprise companies.

Categories & Use Cases

Media

Screenshot of TOPdesk asset management overview

Screenshot of TOPdesk asset management dashboard

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Screenshot of TOPdesk plan board

Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 9
Configuration mangement
Database for tracking and reporting all business assets
Category average: 8.6
Self-service tools
Repository of information documenting common issues and known resolutions which can be accessed directly by users
Category average: 8.3

Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.9
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.5
Change requests repository
Single repository of all planned changes and releases
Category average: 8.4

#1 most frequent

Professional, Scientific, and Technical Services

16.6%

698 installations of 4,215

“Microsoft Dynamics 365 Customer Service, Microsoft 365, Datto RMM, AvePoint Cloud Backup”

#2 most frequent

Public Administration

10.9%

459 installations of 4,215

#3 most frequent

Health Care and Social Assistance

9.7%

410 installations of 4,215

Daniel Baranyai

coordinating staff member in Customer Service at intergamma b.v. (10,001+ employees employees)

Use Cases and Deployment Scope

Incident/ ticket management

Pros

Service portal designer
incident registration
knowlodge base

Cons

The side of the practitioner can be better organized. On the page itself, more explanations can be provided to simplify its use, for example by using information icons.
The side of the practitioner can be better organized. The filled fields are not immediately fully perceivable. There may be information that is useful for forwarding a report. Think of the practitioner field. It is helpful that when you hover over it with your mouse, the complete information appears.
Reports are growing wildly, making it confusing due to the large number of users. There is too much information. Logical reporting, such as making SLAs transparent, should be created more easily.

Return on Investment

The rollout of self-service to the store and the continuous growth of its importance within the organization.

Verified User

Project Manager in Information Technology (10,001+ employees employees)

Use Cases and Deployment Scope

We use one TOPdesk installation to enable a service management solution for 9 of our business units in Europe. These business units can use the tool locally to deal with their issues (incidents/changes) or they can escalate their calls to the European IT organisation, all in one TOPdesk installation. The TOPdesk SelfServiceDesk portal is used to raise the calls and to provide the end user realtime status updates on their issues.

Pros

Easy to use Incident Management.
Performance/stability.
The TOPdesk vendor has a very good support team.

Cons

Reporting and selections. The reporting options are easy to use, but also limited in functionality. Reports can be scheduled to run automatically and to provide output per mail or in a document. Selections are more powerful, but there is no option to schedule them.
Change Management module is powerful, but has a steep learning curve.
The SelfServiceDesk. Good to see that there are great improvements in the latest TOPdesk version.

Return on Investment

One standard tool across the organisation instead of a wide variety of software tools and alternative solutions.
One central repository for all our business units in Europe.
Better options for the end users to raise their calls through the SelfServiceDesk, rather than email or phone.
Transparent view for the end-users on the status of their issues through the SelfServiceDesk.

Other Software Used

Oracle Database, SAP BusinessObjects Business Intelligence

Usability

Verified User

Administrator (501-1000 employees employees)

Use Cases and Deployment Scope

We use TOPdesk as a ITSM tool for Information services and Facilities.
Via our Selfserviceportals our users can create changes, incidents and reservations and link services to them. They can keep track of their open tickets and respond to questions send from a operator. The standard processes help with problemsolving.

Pros

Incidentmanagent
Changemanagement
Configurationmanagement

Cons

VA documentation
Documentation of bugs

Return on Investment

Less time spend on incidents
Automation

Marcel Vrolijk View profile

Product Owner in Product Management at ILT (1001-5000 employees employees)

Use Cases and Deployment Scope

We use TOPdesk for Incident, problem and change management for IT, Facility Management and Human Resource Management. Our scope is to become the One Stop Shop for every colleague of our organisation.

Pros

Assetmanagement
Automation
Incidentmanagement

Cons

Design options Self Service Portal
Form Functionality
Filter options in lists

Return on Investment

More efficiency in the workload for our administrators
More insight in the status of requests
Real time up to date information of the status of items.

Alternatives Considered

Atlassian Jira and Zendesk Suite

Other Software Used

Atlassian Jira, Atlassian Confluence, BiZZdesign HoriZZon (Enterprise Studio)

Charles Kattenbelt

IT administrator in Information Technology at Baloise (5001-10,000 employees employees)

Use Cases and Deployment Scope

For incident management, asset management, HR employee management and change management. This allows us to monitor which software and hardware problems occur within the organisation and how to resolve them in the most efficient way. We also learn from the troubleshooting process that we post on the knowledge system in the Self Service Portal. It also allows us to keep focus on our assets and the costs involved. We report by category and subcategory to see where we can improve our performance and also gain insights where we can automate processes.

Pros

Registration of incidents in detail
Maintain overview of all assigned and unassigned assets
Generate detailed reports
Keep all those involved with an incident or change informed about the sitemap.

Cons

assigning rights is too extensive, making it very complex to manage this up to date.
Topdesk has gained so many features that it is difficult for a new user to become familiar with it.
action sequences remain tricky and certainly not for everyone to understand.

Return on Investment

We had 20% more incident but resolved it in 40% less time
The number of unassigned assts has dropped from 13% to 0%
The penetration of users withing our organisation has reached almost 100% within our organisation.

Other Software Used

Microsoft 365, WordPress, Adobe Illustrator CC

TOPdesk

What is TOPdesk?

Categories & Use Cases

Media

Key Features

Top Performing Features

Organize and prioritize service tickets

Configuration mangement

Self-service tools

Areas for Improvement

Expert directory

Subscription-based notifications

Change requests repository

Most Frequent Users

Professional, Scientific, and Technical Services

Public Administration

Health Care and Social Assistance

Reviews

Use Cases and Deployment Scope

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Cons

Return on Investment

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Other Software Used

Usability

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Other Software Used

Usability

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