TOPdesk Pricing, Features, Reviews & Comparison of Alternatives

TOPdesk

Help desk & service management

4.52/5 (21 reviews)

TOPdesk overview

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
Free trial
Subscription
Value for money
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Devices

Business size

S
M
L

Markets

United States, Brazil, Canada, Europe, Germany, Latin America, United Kingdom

Supported languages

Danish, Dutch, English, Finnish, French and 5 other languages, German, Norwegian, 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
  4.5
  4.5
  4.5
  4.7
Dave Wilson

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

Used daily for 1-2 years
Reviewed 2018-02-08
Review Source: Capterra

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.

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Rudy Berongoy

IT Services and Technical Support technician/Team leader

Used daily for 2+ years
Reviewed 2018-07-31
Review Source: Capterra

Its great for logging incidents and requests. The Self service portal is easy to use for customers, and can be used in any organizational process. We have been using this product since 2008 and it has improved with each version. We hope to eventually move to the SAAS version. The New Asset Management module has been a great innovation and is very simple to set up and configure. Overall this product is easy to use and will support all processes that an organization may use. This product is constantly under development and it's great that they actively encourage their customers to help in its development. Customer support is second to none, and they are always polite and professional.It's ease of use, not just for the customers, but for operators too. Its easy to customize for your organization. Constantly under development and they listen to the requests of their users. The New Asset Management Module is easy to use and customize. This has been a great innovation and development. Great customer support, which is really important.

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Anonymous

Having used many CAFM system's this is certainly the best software and comes with excellent support

Used daily for 2+ years
Reviewed 2018-01-29
Review Source: Capterra

naEasy and intuitive to use, easy to model for your needs, with many modules available. Can be used across the business Function: IT, HR, Admin, Soft FM, Hard FM and with excellent asset management, room bookings and reception services. The Help Line staff go out of their way to support. Mobilisations or start up Help Desks are also supported with excellent consultants that lead a team through the setup up and training. The Workaid module allows two way communication directly with suppliers and sub contractors whether they have TopDesk or not. Regular seminars/conferences held to address innovation and to allow networking across different business sectors to allow best practice to promulgate.

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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. 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.

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Stella Phillips Campbell

TOPdesk reduces the response time of any customer question.

Used daily for 1-2 years
Reviewed 2018-12-21
Review Source: Capterra

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.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.

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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
Customizable Templates
Email Integration
Instant Messaging
Knowledge Base
Monitoring
Prioritizing
Surveys & Feedback
Third Party Integration
Ticket Management
Workflow Management

Contact History (64 other apps)
Customizable Branding (64 other apps)
Multi-Channel Communication (63 other apps)
Reporting & Statistics (78 other apps)
Social Media Integration (64 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options

Data policy

Data backup in multiple locations/GEO regions
This will ask you to sign in with LinkedIn

Additional information for TOPdesk

Key features of TOPdesk

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