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About TOPdesk

IT Service management solution that combines a ready-to-use ITSM tool with in-house experts – here to make service happen since 1993.

Learn more about TOPdesk

Pros:

TopDesk is easy to use and easy to get other teams up and running using it. We also find it easy to admin.

Cons:

We have a useability issue with Firefox and the operator console where an "X" character is not recognized. This will be solved by an update, but in the meantime it is annoying.

TOPdesk ratings

Average score

Ease of Use
4.3
Customer Service
4.5
Features
4.3
Value for Money
4.3

Likelihood to recommend

8.5/ 10

TOPdesk has an overall rating of 4.4 out 5 stars based on 96 user reviews on Capterra.

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Filter reviews (96)

Peter
Peter
Topdesk Administration in Netherlands
Verified LinkedIn User
Government Administration, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Best work ever did

5.0 last year

Comments: Nover done this kind of nice work in my life and I did a lot in ICT functions.
But daily working with Topdesk is the most great work I ever did. In all parts.

Pros:

The way topdesk can let you organize all processes and flows and forms. all issues can be adressed and disturbance is unknown.

Cons:

In the flow developping is no visual sign appearing when 2 people are working together in the same flow.

TOPdesk Response

last year

Wow Peter, thank you very much for the amazing compliment. Great to read you are so satisfied with TOPdesk. Best, Team TOPdesk

Martijn
Product owner in Netherlands
Recreational Facilities & Services, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Great value for money!

5.0 last year

Pros:

Ease of use for end users, process automation and API tooling. Very short lines of communication with TOPdesk support and account managers

Cons:

The backend is not quite as intuitive and lacks a few modern features, but improvements are already on the roadmap

TOPdesk Response

last year

Hi Martijn, thanks for the positive review! It's great to hear that you're happy about TOPdesk and find it easy for end-users. We're glad our support team is meeting your expectations too. Your comment about the backend has been noted. We're all about making things better, so your input really matters. Best, Team TOPdesk.

Marciano
Service manager in Netherlands
Accounting Software, Self Employed
Used the Software for: 1+ year
Reviewer Source

Topdesk is overall good to work with

3.0 last year

Comments: Its good my overall experience espacially the Change module and the variaty in topdesk

Pros:

I like the Change module in topdesk and the different things that u can do with it

Cons:

When different people work in the same card

TOPdesk Response

last year

Hi Marciano. Great to hear you like the Change module and it's capabilities. Thank you for sharing your review!

Bjorn
Applicatiebeheerder in Netherlands
Retail, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Keep up the good work, and keep improving

5.0 last year

Comments: Overall I have great experiences with Topdesk, like I said the software has a lot of possibilities and the people are kind and very helpfull.

Pros:

The allround possibilities than other ticketsystemproviders.

Cons:

Knowledgebase system is decent but can use a lot of improvements. For example paste images into a item.

TOPdesk Response

last year

Hello Bjorn, thank your for your review! We're thrilled to hear about your positive experience with TOPdesk and our team. Your feedback is greatly appreciated, as we're always looking for ways to improve. We'll certainly take your suggestions into consideration for future updates. Keep enjoying TOPdesk, and thank you for your support! Best, Team TOPdesk

Daniel
supervisor in Netherlands
Retail, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

User focused on Self service portal and tickets

4.0 last year

Comments: Building the self service portal for the store and managing the tickets is an good job where you can manage creativity and skills. I see the possibylities but because shortage of knowledge not always executable

Pros:

possibylities are endlless, for the person who report easy in use

Cons:

new features and suggestions not always top of mind to share. Now the roads to walk are not clear

TOPdesk Response

last year

Hi Daniel, thanks for your feedback! It's great to hear that you find TOPdesk easy to use and versatile. We understand your point about new features and we're working to improve our communication. Best,Team TOPdesk

Giovanni Ficcadenti
Giovanni Ficcadenti
Guest Services Specialist in US
Verified LinkedIn User
Internet, 10,000+ Employees
Used the Software for: 6-12 months
Reviewer Source

Cloud-based software.

5.0 4 years ago

Comments: 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.

TOPdesk Response

3 years ago

Hi Giovanni, thank you very much for reviewing TOPdesk and the feedback. If there's anything we can do to help you please reach out. Happy to help.

Jon
Jon
Chief Information Officer in UK
Verified LinkedIn User
Higher Education Software, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

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

5.0 7 years ago

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

TOPdesk Response

4 years ago

"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.

Wesley
Wesley
ICT Service & Support Engineer in Netherlands
Verified LinkedIn User
Medical Devices, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

That is possible in TOPdesk

4.0 3 years ago

Comments: When I started at my current employer, I said for a year "that is possible in TOPdesk." If for example. someone asked for an overview of the status off tickets or Assets. After a year we purchased TOPdesk, which supports our daily work well. And provides much more structure and overview.

Pros:

You get an overview of your assets and repairs and their status. Because everything is connected, you can easily make a list of whatever you want.

Cons:

Integration with email is difficult between TOPdesk and the system administrator of our company. And that's why it still doesn't work

TOPdesk Response

3 years ago

Hi Wesley, Thank you for the review. We really appreciate it. If you have any questions feel free to contact us.

Stella
Stella
Chief Of Operations in US
Verified LinkedIn User
Automotive, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

TOPdesk reduces the response time of any customer question.

5.0 6 years ago

Comments: We improve the response time to customer questions. We improve the work flow. TOPdesk users have improved performance because the problems are better recorded. We can give a quick answer to any question.

Pros:

The self-service portal is very useful for users to make forms and manage accidents. With TOPdesk we create the forms for new workflows. We can know the problems of users and we can answer any questions from customers. It is very easy to use and has a very simple configuration.

Cons:

Currently we have no complaints about TOPdesk. It is perfect to be able to offer help to clients (quickly). It adapts to our needs. It is very efficient and simple to use for accident management.

TOPdesk Response

4 years ago

Thank you for writing this review Stella. We appreciate it!

Ian
Ian
Applications Infrastructure Manager in UK
Verified LinkedIn User
Higher Education Software, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

TOPdesk has been a great asset enabling us to improve our customer service

4.0 7 years ago

Pros:

- Follows the ITIL model - Has a number of flexible modules which link together - Allows different teams to be separated within the same system - Almost completely administered via web interface

Cons:

- Can be tricky to get set up and to maintain as there are lots of settings and configurations to be aware of - Form designer is a bit limited and the advanced custom form development tool is difficult to use - A couple of elements of the product still need to be administered via an external tool

TOPdesk Response

4 years ago

Thank you Ian for your review!

Jindi
Functioneel beheerder in Netherlands
Government Relations, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

TOPdesk review

4.0 last year

Pros:

User-Friendly Interface, costumTion, Customization automation, SSP, knowledgement system.

Cons:

Customization Complexity. Overly complex customization requires additional time and resources.

TOPdesk Response

last year

Hey Jindi, Thanks for your review! We're glad to hear you're enjoying our user-friendly interface and customization features. We understand that some customization can be complex and we're always here to help streamline that process for you. Best, Team TOPdesk.

Diekus
System Admin in Netherlands
Facilities Services, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

TOPdesk review Dec 2023

4.0 last year

Pros:

Overal usability and functionality. Adaptebility

Cons:

Not able to use ritch text and copy/paste pictures

TOPdesk Response

last year

Hi Diekus, we're happy to hear you enjoy TOPdesk's usability and functionality. Your feedback about rich text and picture pasting is noted - we're always aiming to improve. Best, Team TOPdesk

Toos
IT Service Engeneer in Netherlands
Recreational Facilities & Services, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Perfect Solution for a Service Desk

5.0 last year

Pros:

The simplicity of working with it and what you can with this. Easy in use.

Cons:

Working in background is not always easy.

TOPdesk Response

last year

Hey Toos, we're so glad to hear that you find TOPdesk a perfect solution for a Service Desk! We've taken note of your feedback and we always appreciate hearing how we can improve. Best, Team TOPdesk.

Xander
IT Helpdesk in Netherlands
Nonprofit Organization Management, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

TOPdesk review

4.0 last year

Pros:

Easy tooling to understand for new users.

Cons:

Modules can be difficult to manage without expedience.

TOPdesk Response

last year

Thanks you very much for your review Xander! Don't hesitate to reach out if we can be of some assistance.

Gábor
IT Business Analyst in Hungary
Automotive, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Topdesk as a mid-tier ticketing tool

4.0 2 years ago

Comments: In my late company, we introduced Topdesk, an English-created sw. to have a ticketing tool, capable of sending mails to the customers mostly.It turned out, it has a "customer self-ticketing" site, that would cost extra fee, but we left that out.The layout was very simple to handle, like an HTML based simple thing, too simple a bit.The multi-level user handling for my colls were a good feature, yet creating customers and bulkily it, was not easy sometimes.When we had a ticket ping-pong or system-generated tons of tickets, turned out we bulkily can not move them, finished them, but could delete them.The whole user journey and experience, comparing it to the big JIRA, just felt simple, sometimes inconvenient.Visualization of the received and processed letters sometimes were "shifted" every logo were saved as an individual picture.Topdesk is rather kind of a new name in the world of ticketing tools, but it has a potential, what one of their late Scrum Master also confirmed.There was an option to create an answer/comment for yourself in the ticket, but not send it to the customer.Topdesk can offer you a simple, cost-efficient, on-demand ticketing tool. Wise to ask for a demo to help you decide, which is the best for your requirements.

Pros:

Fast and simpleOn-demand version available, reducing TOCSeparated e-mail update sending and ticket commentingAbility to create private commentsReasonable price per "agent"Customizable fields even in the data management partDelegation, access management and multi-level are usefulCan connect an e-mail address for processingSimple text editing

Cons:

Simple layout, too simpleSome features are not available, like mass ticket movingAttachments and screenshots can not be embeddedMay charge you for additional featuresCodes, features coming from the centre3rd party tool integration would be a plusCustomer management could be betterRivals know more, not necessarily on a higher price

TOPdesk Response

last year

Hello Gábor, Thank you for sharing your review! We're pleased to hear that you've found value in TOPdesk's features like speed, simplicity, and customizable fields. Your feedback contributes to our growth, and we're glad you've found TOPdesk useful for your needs. Kind regards, Team TOPdesk

Dave
IT Director in UK
Used the Software for: 1+ year
Reviewer Source

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

5.0 7 years ago

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.

TOPdesk Response

4 years ago

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

Kevin
Service Desk and Monitoring Product Engineer in UK
Education Management, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

A solution that doesn't try to do everything

5.0 6 years ago

Comments: TOPdesk is a solution that doesn't try to cater to every single aspect of Service Management. Its core strength is its approach to Call, Change and Operations Management, which means it's very focused on Service Delivery. This means most people at the 'coal face' can understand how the TOPdesk system works with only a small amount of training. It's fair to say the system has its own slant on how tickets should be dealt with and changes managed, but the overall effect is of a solution that appears simple to use while doing some quite complicated things below the surface. I've found the company to be among the best in its proactiveness and involvement with customers, and their support function is extremely good. They're also very keen to work with customers on new features.

Pros:

Extensibility and integration options. Takes an uncomplicated approach to service management.

Cons:

Built-in reporting. No serious attempt to support Release or Deployment.

TOPdesk Response

4 years ago

Hi Kevin, you're spot on. We aim to be "best of breed" in ESM/ITSM with heavy focus on service delivery. Thank you for the compliments and feedback. Most welcome.

Rudy
Service Desk Team Leader in UK
Education Management, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

My Journey with TOPdesk

5.0 6 years ago

Comments: This is a great tool for Shared Services, and its potential as a one stop shop for all requests and enquires within any organisation, no matter how large or small that might be.

Pros:

Ease of use, plenty of self help guides and support, they are always introducing new features and actually listen to its customer base, which to a greater extent drives their development of the products.

Cons:

Having to invest in extra modules. Setting up the actions and events

TOPdesk Response

4 years ago

Hi Rudy, thank you very much for sharing your review. We really appreciate it! We're all about Shared Services, so happy to read it fits your needs.

Barry
Infrastructure Engineer in Netherlands
Paper & Forest Products, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

YOUR helpdesk package from a company who makes their helpdesk YOUR helpdesk

5.0 6 years ago

Comments: Topdesk has helped us to ensure we meet all aspects of our SOX compliance around incident and change management.

Pros:

Topdesk is a very flexible modular helpdesk application, for which I not as of yet found limitation with. The support team encourage you to adapt the system to complete new activities they have not as of yet thought of. The API and flows support built in by default make this a very powerful system

Cons:

In all honesty, the only con, is that I cannot think of a con at a moment

TOPdesk Response

4 years ago

Hi Barry. Thanks for sharing this review and to read we've helped you take the SOX compliancy steps. Smurfit has been with us for many years and we hope we can continue this great collaboration with you for many years to come!

Alistair
Head of 2nd Line IT Services in UK
Higher Education Software, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

TopDesk at UoH

5.0 5 years ago

Pros:

TopDesk is easy to use and easy to get other teams up and running using it. We also find it easy to admin.

Cons:

The reporting could be better. I've seen other colleagues using other systems with better reports. Note: this may be symptomatic of the way we use TOPdesk rather than the tool!

TOPdesk Response

4 years ago

Hi Alistair. Thank you for sharing your experience in this review. This is much appraciated!

Lee
IT Manager in UK
Accounting Software, 201–500 Employees
Used the Software for: 6-12 months
Reviewer Source

Helped us to improve customer experience and team workload at the same time

5.0 7 years ago

Comments: Self service to help staff help themselves. Better visibility of change status and Service desk that now feels better equipped to deal with incoming tasks and still has headspace to turn those into good KB pages to share knowledge within the team and with the end users.

Pros:

Self service portal flexibilty, the designer lets you set this up to look how you want it to rather than forcing you into a default look and feel. You can customise it so much you will never run out of things to do with it.

Cons:

Time it takes to learn the package as there are so many options. Sometimes it takes a while to remember where the option you are looking for as the admin is. Also sometimes things change on the SaaS environment and we missed the update notice and had to contact support to figure out what had happened to a fearure. Now look at the update feed so we are ready for them.

TOPdesk Response

4 years ago

Thank you very much for sharing your experience Lee! We really appreciate it.

Nils
IT Admin in Germany
Electrical/Electronic Manufacturing, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Maybe the best Ticket System

4.0 3 years ago

Comments: Excellent

Pros:

It looks fantastic! Probably the best-looking Ticket System on the market.

Cons:

Kind of hard to set up and maintain. Imports are done by Scripts.

TOPdesk Response

3 years ago

Hello Nils, Thank you for the review. We really appreciate it. If you have any questions feel free to contact us. And if you have any tips for us about the set up you can also contact us.

Gordon
Assistant Director of Computing Services in UK
Used the Software for: 2+ years
Reviewer Source

Great package, helpful consultants and potential for you to develop into a joined up SM system

4.0 7 years ago

Pros:

Flexibility to deliver virtually all we need by way of ITSM. Configurable, but stable SaaS. Fab self-service environment.

Cons:

Niggles about reporting, but that's more likely to be user error. Still not 100% integrated with MS Exchange to share calendar appts for example.

TOPdesk Response

4 years ago

Thank you Gordon!

Alex
Infrastructure Engineering Manager in UK
Education Management, 1,001–5,000 Employees
Used the Software for: 1-5 months
Reviewer Source

TopDesk Review

5.0 6 years ago

Comments: The ability to manage two separate departments under one helpdesk system. TopDesk has allowed us to easily create a two department structure for managing work load and has also helped in the developed of Trust wide projects.

Pros:

Easy to use Tabbed cards allowing you to work on multiple tickets at one time Clear module structure and interfaces Ability to link different cards under one module

Cons:

No 24hr clock when regional setting is set to GMT Linking two calls together auto generates a major call which is not always suitable

TOPdesk Response

4 years ago

Thank you Alex for writing this review. We aim to be a top player in ESM/Shared Service Management for easy collaboration. Great to see you're using it with several departments. Thanks for sharing.

Graeme
Group IT Manager in UK
Medical Devices, 201–500 Employees
Used the Software for: 1-5 months
Reviewer Source

Good versatile product

5.0 6 years ago

Comments: TOPdesk was to consolidate several systems we used across the group into one single source for all our IT Support needs. It has done this very well. The ability to have a self service portal and knowledge bases are great features we are building on a lot.
The imeplementation was very good, straightforward, simple and no post implementation issues.

Pros:

Great functionality, only pay for what you need. Straightforward, excellent implementation, up and running quickly and easily.

Cons:

Nothing so far, all has met or exceeded expectations

TOPdesk Response

4 years ago

Thank you Graeme for sharing your experience!