TOPdesk Pricing, Features, Reviews & Comparison of Alternatives

TOPdesk

Help desk & service management

4.66/5 (38 reviews)

TOPdesk overview

What is TOPdesk?

TOPdesk is an ITIL-aligned service management software with KPI dashboards designed for
IT, facilities management, and HR help desks to aid communications. With the aim of helping businesses to enhance their service management, TOPdesk provides features such as change and release management, facility management, asset management, problem and incident management, a self service portal, operations control, knowledge management, and more.

TOPdesk provides modules and tools for both IT service management (ITSM) and computer-aided facility management (CAFM) for managing employees and users, as well as assets and facilities. The ITSM tools can be used to automate processes such as reporting on incident resolution times, processing complaints or requests, employee workload management and scheduling, and more. Customers or employees can submit IT problems or requests through the self service portal and the incident management module allows technicians to open incident cards, assign tasks, track progress, and notify the requester when the incident is resolved.

From the CAFM modules, users can perform facilities-related tasks such as registering and tracking company assets, submitting and processing work orders, planning and scheduling maintenance, registering properties, monitoring visitors, and managing reservations. In order to encourage customers or employees to be more self-sufficient, businesses can build their own customized self-service portal with a knowledge base, web shop, and service desk to allow users to search for their own solutions.
www.topdesk.com

Pricing

Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Australia, Brazil, Canada, Europe and 4 other markets, Germany, Latin America, Mexico, United Kingdom

Supported languages

English, Danish, Dutch, Finnish, French and 8 other languages, German, Hungarian, Italian, Norwegian, Polish, Portuguese, Spanish, Swedish
TOPdesk screenshot: The reporting dashboard allows users to create reports using a drag & drop interface on KPIs and metrics such as average resolution time, response time, and moreWhat is TOPdesk?TOPdesk screenshot: View a graphical IT asset chart to understand which assets are being used by which employees, where they are located, which software is installed, and moreTOPdesk screenshot: Schedule changes within the calendar to ensure that tasks do not overlap or interrupt employee workTOPdesk screenshot: Self-service PortalTOPdesk screenshot: Service Desk KPIs DashboardTOPdesk screenshot: Plan changes with the graphical workflow editor which allows users to schedule and plan activities with step-by-step activities and task assignmentTOPdesk screenshot: Incident reports can be updated with progress notes, attachments, and more, and technicians can notify the requester once the problem is resolvedTOPdesk screenshot: Change management tools allow technicians to register recurring processes and procedures in ITIL-based templates

TOPdesk reviews

Value for money
Features
Ease of use
Customer support
  4.6
  4.5
  4.6
  4.8
Jon Faulkner

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

Used daily for 1-2 years
Reviewed 2018-03-16
Review Source: Capterra

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

Minimize review

Anonymous

Topdesk has improved over the years.

Used daily for 2+ years
Reviewed 2019-09-10
Review Source: Capterra

All in all this is a sound product that gets the job done. As it is very configurable we have over the years automated al lot of services via the self-service portal.

Pros
The self-service portal is very configurable. We have setup a nice look self-service portal that gets improved over time. Having used TD for many years, we have seen it grown over the years and like it. The SSO option is available and as many people use it daily it is almost a must to use it. Setup of it was relatively easy.

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. I don't like the default search option of "Fuzzy". I always use the quotes around a search term to disable that. I would like the default be changed or at least configurable.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

Minimize review

Juber Ahmed

Super Functional Tool For Ticket Management

Used daily for 1-2 years
Reviewed 2020-01-18
Review Source: Capterra

Pros
This was a very big jump from our previous Service Desk management tool. It is very fast, has many features, is easy to use and has many different escalation routes. This helps in collaborating without having to start explaining things from the beginning. One of the features which I really love, is the ability to prioritise and categorise workload. The deadline function is also super helpful as it allows you to see when something needs to be seen to urgently. Finally, I love the fact that the search feature is very dynamic and very fast which enables analysts to search very quick for a ticket.

Cons
The worst part about topdesk, is learning how to use it. Most people will love their experience with using it, however, getting to grips with it can be daunting and off putting. There is no easy way out though and it does require very basic minimal technical knowledge.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

Minimize review

Anonymous

TopDesk is a ticket system that has very basic functionality.

Used daily for 6-12 months
Reviewed 2018-07-10
Review Source: Capterra

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.

Response from TOPdesk


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/).

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

Minimize review

Nick Beauchamp

Service excellence experts - supplier as a business partner

Used daily for 1-2 years
Reviewed 2019-06-14
Review Source: Capterra

TOPdesk are beyond that of a supplier and more a business partner that many other suppliers could learn a lot from. They provide awesome support backed up by knowledgeable staff / consultants who share your desire for service excellence.

Pros
Does what is says on the virtual tin - the modules are well designed and fit for purpose and allow for customisation's when rarely needed. The software can grow with your own needs as and when needed making it a great return on investment and is not limited to 'just a insert team name here' system allowing for integrated processes and oversight end-to-end. The expansion into allowing microservices to bolt onto TOPdesk via the marketplace only add more value.

Cons
Its very minor but being able to save a complex form component - it would be great to save a small number (3 max) of complex built form components that can be re-used on other forms rather than having to rebuild it each time its used. e.g. long drop downs just for speed, consistency and efficiency.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

Minimize review

TOPdesk pricing

Pricing options
Free trial
Subscription
View Pricing Plans

Contact TOPdesk for pricing information.

TOPdesk features

API
Activity Dashboard
Automatic Notifications
CRM Integration
Chat
Contact History
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Reporting & Statistics
Self Service Portal
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management

Real Time Monitoring (69 other apps)
Social Media Integration (84 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Additional information for TOPdesk

Key features of TOPdesk

  • Activity dashboard
  • Analytics
  • Automated routing
  • Automatic notifications
  • Chat
  • Chat functionality
  • Client portal
  • Community forums
  • Contract / SLA management
  • Customizable reporting
  • Dashboard creation
  • Drag & drop interface
  • Graphical workflow editor
  • IT asset management
  • IT service desk
  • Inbox / queue management
  • Instant messaging
  • Knowledge base
  • Knowledge management
  • Known issue management
  • Multiple brands / products
  • Resource management
  • Self service portal
  • Service catalog
  • Service reporting
  • Third party integration
  • To-do list
  • WYSIWYG editor
View All Features

Benefits

Manage and implement changes and releases with TOPdesks’s IT change management module which provides workflow automation for commonly requested changes, custom forms with best practices for the self service portal, to-do lists, and a graphical schedule planner.

Get a comprehensive overview of company assets from the asset management module with graphical overviews of assets which provides IT management with a view of each device, who is using it, where it is, and which software is installed.

Gain businesses insight with the reporting and analytics dashboard which provides graphical visualizations of important metrics and KPIs such as service desk response time, problem resolution time, and more, with a drag & drop creator.

Register all incoming calls and requests using the incident management tool. IT departments can open incident cards for each issue, view conversations or ‘progress trails’, assign tasks to operators, save responses to common issues, alert customers when the issue is resolved, and more.

Give customers the control by creating a fully customized self service portal with a searchable knowledge base, answers to common questions, forms for incident reporting or requests out of hours, and more.