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TOPdesk Reviews

Vendor: TOPdesk
3.9 out of 5
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What is TOPdesk?

Excellent service management made easy : Happy customers are the goal of every supporting department. We understand. That’s why we’ve created a solution that helps you improve customer communication, manage workflows and keep track of assets. But above all: our software is simple and attractive. This not only makes it pleasant to use, but also quick to adopt. You’re looking to deliver excellent service from day one – and TOPdesk is here to help.TOPdesk delivers one integrated service platform for IT, FM, HR and other Service departments with a build Self Service Portal, asset management, reporting and integration platform( see also our TOPdesk Marketplace for selection of connectors). Some key features include : Call Management, Incident and Service Request Management, Service Catalogue, Asset & Configuration Management, Problem Management, Change Management, Project Management, Operations Management, Reservations Management, Stock & Order Management, Contract Management and SLA's, Survey Management, Self Service Portal, Form designer, Portal designer, Event & Action Management, Knowlegde Base, Report wizards, Resource Management, Barcode, CAD and Exchange integration TOPdesk helps you streamline your ITIL, Agile, Sox, KCS, ASL/BISL, GDPR complianceResult at our global customer base : 98% customer retention rate99% of our implementations within budget and timeframe90% up and running within 3 monthNPS score of 35 (4500 cusotmers) 98% customer recommondation score4,7 score at Gartner Peer InsightsOur ecosystem consist of :4500 customers across 45 countries > 300.000 daily users> 15.000.000 supported end-users40+ partnersWhat makes TOPdesk unique?• ITIL-based modules for all your service needs: from Ticket and Asset Management to Reservations Management• License based on end users or service agents, whateveris best for you• Unlimited number of assets or self service users• Easy to implement: get up and running quickly• Choose between on-premises or SaaS
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TOPdesk is the #15 ranked solution in top IT Service Management (ITSM) solutions and #17 ranked solution in top Help Desk Software. PeerSpot users give TOPdesk an average rating of 7.8 out of 10. TOPdesk is most commonly compared to ServiceNow: TOPdesk vs ServiceNow. TOPdesk is popular among the large enterprise segment, accounting for 51% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 18% of all views.
Buyer's Guide
Help Desk Software
August 2025
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TOPdesk mindshare

Product category:
Help Desk Software
As of August 2025, the mindshare of TOPdesk in the Help Desk Software category stands at 2.3%, up from 1.6% compared to the previous year, according to calculations based on PeerSpot user engagement data.
Help Desk Software
 
 
Key learnings from peers

Valuable Features

Valuable features of TOPdesk include incident and change management, asset and reservation management, and a comprehensive reporting module. The system is user-friendly when implemented correctly, allowing for seamless request handling and escalation. Users appreciate its integration in IT and HR service management, enhancing communication and collaboration through a knowledge library. Additionally, users value its call and service level management modules and the ease of implementing new features based on customer feedback.
  • "TOPdesk is overall very stable."
  • "The most valuable feature of the solution is the ticketing feature."
  • "The most valuable feature of TOPdesk is the reports."

Room for Improvement

TOPdesk needs improvements in reporting, which is neither real-time nor reliable, and integration, especially with Teams, is lacking. The system's modular nature complicates reporting and change management. Users face challenges with user-friendliness and a complicated UI, making tasks tedious. There is a need for enhanced artificial intelligence features and better integration with other modules. The inability to transfer tickets across teams and limitations of both cloud versions and on-premises systems are additional areas for improvement.
  • "From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."
  • "The solution should be made more user-friendly."
  • "If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

Pricing

TOPdesk's pricing is based on user count and installed modules, costing approximately $20,000 annually, including updates and technical support. Some find it reasonably priced and competitive, especially for larger enterprises, but potentially high for smaller companies. Three pricing tiers are available, with varying costs compared to competitors. Some users deem it cheaper than alternatives like Jira, while others perceive the market rates as high. Overall, perceptions on cost-effectiveness vary.
  • "The solution's pricing is reasonable and not expensive."
  • "TOPdesk's pricing is cheaper than Jira's."
  • "The solution is inexpensive compared to competitors."

Popular Use Cases

TOPdesk is primarily utilized for IT service management, facilitating asset, incident, change, configuration, request, and workflow management. Various organizations, including governmental ones, employ it for ticketing and HR service management. It's valued for managing ITSM life cycles, ticket progression, and project changes. Both cloud and on-premises versions are available, with financial managers using it for transaction approvals. Knowledge libraries and enhanced service delivery in HR settings highlight its flexibility and functionality.

Service and Support

TOPdesk's customer service is highly regarded for its politeness, professionalism, and quick response times. Users report satisfaction with the technical team's efficiency in addressing faults and inquiries, often providing same-day answers via various communication methods. Although some note it's not ideally suited for service-oriented functions, many still consider the support valuable. Users consistently experience helpful assistance, rating it positively, while some look to new tools for enhanced relevancy in customer relations.

Deployment

TOPdesk's initial setup was often described as straightforward, especially with a pre-configured database. On-premises deployment required assistance from DBAs, taking up to three days. In contrast, SaaS deployment lasted a few hours. Customization posed challenges, needing consultant help or fees. Deployments often spanned days to weeks, with testing taking additional time. While ease of setup rated low among some, familiarity with TOPdesk allowed for easier navigation and adjustments.

Scalability

TOPdesk's scalability is influenced by its licensing. Many organizations find it sufficient for their needs, supporting various user bases. Some note that scaling up involves additional costs and time, especially with more operators. Feedback varies; some rate it highly, while others see room for improvement, depending on use cases. It's considered highly scalable for IT management but less so for asset management, with diverse opinions on its effectiveness.

Stability

TOPdesk is consistently stable according to user feedback. Many attest to its reliability since transitioning to hosted services. Users usually report satisfaction with performance, with rarely any interruptions. Minor issues related to cloud services are quickly resolved by their team. Despite rare slowdowns, users frequently rate stability between seven and nine out of ten. Environments using it extensively proclaim significant reliability, and they often express contentment with how it operates continuously without significant disruptions.
These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.
Download our Help Desk Software Buyer's Guide for additional reliable information.

Review data by company size

By reviewers
By visitors reading reviews

Top industries

By visitors reading reviews
Computer Software Company
18%
Manufacturing Company
10%
Educational Organization
10%
Healthcare Company
6%
Retailer
6%
Financial Services Firm
5%
Government
5%
University
4%
Performing Arts
4%
Construction Company
3%
Real Estate/Law Firm
3%
Legal Firm
3%
Comms Service Provider
3%
Non Profit
3%
Energy/Utilities Company
2%
Aerospace/Defense Firm
2%
Insurance Company
2%
Wholesaler/Distributor
1%
Consumer Goods Company
1%
Hospitality Company
1%
Media Company
1%
Pharma/Biotech Company
1%
Recreational Facilities/Services Company
1%
Renewables & Environment Company
1%
Recruiting/Hr Firm
1%
Outsourcing Company
1%
Transportation Company
1%
Non Tech Company
1%
Logistics Company
1%

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Learn more about TOPdesk

TOPdesk customers

City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.

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Product Categories

Product Categories
Help Desk Software
IT Service Management (ITSM)

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TOPdesk reviews

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Martina Peneva - PeerSpot user
People Technology Lead at Scandinavian Tobacco Group
Verified user of TOPdesk
Feb 16, 2025
Implement service management changes while addressing UI improvements

Pros

"TOPdesk is overall very stable."

Cons

"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."

What is our primary use case?

I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a particular person or visiting their desk, I ask employees to raise a ticket for service management in HR. Additionally, I have created a knowledge library where local HR can store and share relevant and frequently asked cases, allowing quick responses and case escalation to other involved departments. IT, HR, and some other teams are primarily using the system.

What is most valuable?

Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.
*Disclosure: My company does not have a business relationship with this vendor other than being a customer.
Read full review (399 words)
BS
Consultant at HEMA
Verified user of TOPdesk
Jun 20, 2024
Reasonably priced and provides good ticketing features

Pros

"The most valuable feature of the solution is the ticketing feature."

Cons

"The solution should be made more user-friendly."

What is our primary use case?

I work as an IT consultant for TOPdesk. All the tickets raised by users are transferred to TOPdesk. My team and I pick up the tickets and work on them, updating every stage of the tickets.

What is most valuable?

The most valuable feature of the solution is the ticketing feature.

*Disclosure: My company does not have a business relationship with this vendor other than being a customer.
Read full review (268 words)
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MW
Infrastrucure Specialist at Chiesi
Verified user of TOPdesk
Jun 29, 2023
Provides good technical support services, but its reporting feature needs improvement

Pros

"It is an easy-to-use solution. "

Cons

"It is time-consuming to add new users. "

What is our primary use case?

We use TOPdesk for ticketing, request management, and workflows onboarding and offboarding.

What is most valuable?

The solution's most valuable feature is change management. It helps set up complex workflows easily. 

*Disclosure: My company does not have a business relationship with this vendor other than being a customer.
Read full review (320 words)
WV
Senior Support Engineer WE IT Servicedesk WE Europe BV at WE Men
Verified user of TOPdesk
Jan 11, 2023
Product version discussed: 5.7
Easy to use, helpful support, but more AI needed

Pros

"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult. "

Cons

"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."

What is our primary use case?

We are using TOPdesk most of the time for ticketing, but also for assets management and for our building department projects and changes.

There is a cloud and on-premises version available.

What is most valuable?

The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult. 

*Disclosure: My company does not have a business relationship with this vendor other than being a customer.
Read full review (766 words)
SV
Architect at Hoogheemraadschap van Rijnland
Verified user of TOPdesk
Jun 9, 2023
I like the change management features, but it's challenging to customize the solution

Pros

"Change management is the most critical feature. "

Cons

"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes. "

What is our primary use case?

I'm a self-employed enterprise architect and project manager, and I use TOPdesk as a service management tool for my work with client organizations. It's helpful for tracking changes, incidents, issues, etc. 

What is most valuable?

Change management is the most critical feature.

*Disclosure: My company does not have a business relationship with this vendor other than being a customer.
Read full review (308 words)
Bruno Clemente - PeerSpot user
Cloud Infrastructure Specialist at Infracommerce
Verified user of TOPdesk
Nov 6, 2023
A highly scalable solution that has good reporting features

Pros

"The most valuable feature of TOPdesk is the reports."

Cons

"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

What is our primary use case?

TOPdesk has features that allow only the financial managers to approve or deny the company's dealings.

How has it helped my organization?

With TOPdesk, we can concentrate all the requests from the company to only one system, and then we can manage the team's productivity.

*Disclosure: My company does not have a business relationship with this vendor other than being a customer.
Read full review (249 words)
LV
Specialist TOPdesk (SaaS) applicatiebeheer & business consultancy at a tech services company with 11-50 employees
Verified user of TOPdesk
Jul 20, 2020
Service management solution with good incident management and good technical support

Pros

"The most valuable feature of this solution is the incident management module."

Cons

"Change management implementation, facility management, and making reservations on assets can be improved."

What is our primary use case?

The primary use case of this solution is for IT service management in many different companies. 

I am mainly an application manager, but also an end-user. Most of my experience is with governmental organizations and many service providers.

What is most valuable?

The most valuable feature of this solution is the incident management module.

*Disclosure: My company has a business relationship with this vendor other than being a customer. partner
Read full review (379 words)
PeerSpot user
Head of ICT at a logistics company with 1,001-5,000 employees
Verified user of TOPdesk
Mar 4, 2020
Has some good modules but lacks effective reporting

Pros

"Its ITSM approach is quite useful."

Cons

"The solution's change management could be better."

What is our primary use case?

We primarily use the solution for the whole ITSM life cycle including incident management, operations management, quality management, change management, service level management and configuration management.

What is most valuable?

Its ITSM approach is quite useful.

The call module is very good. The service level management module behind it is also very good as is the new asset management module. 

*Disclosure: My company does not have a business relationship with this vendor other than being a customer.
Read full review (468 words)