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SolarWinds Service Desk vs TOPdesk Comparison

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Overview

Category Leaders

SolarWinds Service Desk is a fully integrated service desk and asset management solution that allows IT and other service...

TOPdesk is an ITIL-aligned service management software with KPI dashboards designed for IT, facilities management, and HR...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

No videos yet

Pricing

Starting from

19

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

66

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.6

539

5

4

3

2

1

344

177

17

0

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
99%
would recommend this app

4.5

52

5

4

3

2

1

30

20

2

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
would recommend this app

Pros

I am the administrator and I love having the ability to make changes and customization on the fly. The user friendliness of it is well above our previous software we used.
The dashboard and reporting are very helpful. They give us a good picture of how we're doing and where we can improve.
Ticketing system, knowledge base and inventory management are all awesome and constantly improving. And the metrics are great to help justify budgets to upper management, and show trends.

Pros

This is very easy to check and improve your own services. I enjoy working with TOPdesk with great pleasure and ease.
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.
This product is constantly under development and it's great that they actively encourage their customers to help in its development.

Cons

By that I mean the lack of reports and reporting tools.
Reporting doesn't report accurately compared to a custom query, which is odd.
There also has been lots of testing. Also some of the updates have broken our work flows.

Cons

They lack a lot of features and functionalities that I grew used to with our old ticketing system.
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.
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.
  • Vendor responds to reviews
  • Last review22 days ago
  • Vendor responds to reviews
  • Last review7 days ago

Key features

  • Total features94
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Availability Management
  • Barcode / Ticket Scanning
  • Barcoding/RFID
  • CMDB
  • CRM
  • Calendar Management
  • Calibration Management
  • Call Center Management
  • Capacity Management
  • Categorization/Grouping
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contact Database
  • Contract/License Management
  • Cost Tracking
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Device Auto Discovery
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Equipment Maintenance
  • Event Triggered Actions
  • Fixed Asset Management
  • For Schools
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • Incident Management
  • Inspection Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Key & Lock Management
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Multi-Location
  • Online Forums
  • Performance Metrics
  • Predictive Maintenance
  • Preventive Maintenance
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • SSL Security
  • Scheduled / Automated Reports
  • Scheduling
  • Self Service Portal
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Task Scheduling
  • Technician Management
  • Third Party Integrations
  • Visitor Management
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management
  • Total features101
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Availability Management
  • Barcode / Ticket Scanning
  • Barcoding/RFID
  • CMDB
  • CRM
  • Calendar Management
  • Calibration Management
  • Call Center Management
  • Capacity Management
  • Categorization/Grouping
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contact Database
  • Contract/License Management
  • Cost Tracking
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Device Auto Discovery
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Equipment Maintenance
  • Event Triggered Actions
  • Fixed Asset Management
  • For Schools
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • Incident Management
  • Inspection Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Key & Lock Management
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Multi-Location
  • Online Forums
  • Performance Metrics
  • Predictive Maintenance
  • Preventive Maintenance
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • SSL Security
  • Scheduled / Automated Reports
  • Scheduling
  • Self Service Portal
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Task Scheduling
  • Technician Management
  • Third Party Integrations
  • Visitor Management
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations41
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite
  • Total integrations45
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite

User reviews that mention these apps

AC
AvatarImg

Andrew C.

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

TOPdesk logo

TOPdesk

Moving from a locally hosted version to SaaS was the best decision we made.

Reviewed 5 years ago
Pros

TOPdesk provides a simple tool for Service Management provided your organisation has good processes in place ... or even some processes!! For Operators it is easy to use and the KB is excellent. For end users the SSP is superb, delivering an intranet style webspace whilst easing the role of Service Desk Operators.

Cons

HTML in emails!! Pleased to say that this is something that TOPdesk appear to be addressing. The lack of customisation for operators is frustrating

Vendor response

Thank you very much for sharing your experience and feedback Andrew! We really appreciate it.

LP
AvatarImg

Lee P.

Accounting, 201-500 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

TOPdesk logo

TOPdesk

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

Reviewed 5 years ago

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.

Vendor response

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

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Jon F.

Verified reviewer

Higher Education, 501-1,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

TOPdesk logo

TOPdesk

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

Reviewed 5 years ago

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

Vendor response

"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.

JA
AvatarImg

Juber A.

Education Management, 1,001-5,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

TOPdesk logo

TOPdesk

Super Functional Tool For Ticket Management

Reviewed 3 years ago
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.

Vendor response

Hi Juber, 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.

CF
AvatarImg

Caroline F.

Higher Education, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

TOPdesk logo

TOPdesk

Success with self-service

Reviewed 3 years ago

TOPdesk are an excellent company to work with, very responsive and helpful. You are made to feel like part of the wider team. We feel we get excellent value for money with this product.

Pros

It's so easy to customise and configure. Using this product we have developed a self-service portal showcasing multiple services from various departments, not just IT services. TOPdesk has made it possible to streamline our service provision, and automate some of the call management. Our self-service portal is regularly achieving over 75% entry.

Cons

It's difficult to find something I don't like but maybe I would like to have more text formatting tools.

Vendor response

Sorry for being slow on this particular response.. Fortunately you've experienced that in other direct channels we are quite fast. Thank you Caroline for being part of this great team and sharing your experience! Over 75% entry, that's amazing work. Well done!

KP
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Kevin P.

Education Management, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

TOPdesk logo

TOPdesk

A solution that doesn't try to do everything

Reviewed 4 years ago

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.

Vendor response

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.

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Inés P.

Verified reviewer

Telecommunications,

Used weekly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

TOPdesk logo

TOPdesk

Very good work

Reviewed 5 years ago
Pros

Very good work done by TOPdesk leaves me in no doubt that it is one of the best companies currently in the field of help desks.

Cons

I'm really leaving without any complaints, very happy with the best service that they gave me. Excellent, highly recommended.

Vendor response

This is the cherry on the cake for us Ines. Thank you for the great compliment.

GR
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Gordon R.

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

TOPdesk logo

TOPdesk

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

Reviewed 5 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.

Vendor response

Thank you Gordon!

PN
AvatarImg

Patrick N.

Oil & Energy, 1,001-5,000 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

TOPdesk logo

TOPdesk

A lot of use

Reviewed 4 years ago

Works well at an efficient price point. I like the overall package I get with Topdesk, including their customer support group. They are great at working out any issue.

Pros

I like the asset management feature a lot, but probably like the overall ability to service customer requests as easily as possible the most.

Cons

Nothing to dislike at all. It works about as well as any software I've used before.

Vendor response

Thank you Patrick!

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Fund-Raising, 501-1,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

TOPdesk logo

TOPdesk

Topdesk has improved over the years.

Reviewed 3 years ago

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.

Vendor response

Thank you for taking the time to write this review. We hope to have you with us for many more years to come!

AR
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Anonymous Reviewer

Verified reviewer

Government Relations, 501-1,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

TOPdesk logo

TOPdesk

Everything you need voor your incident, change and problem processes

Reviewed 4 years ago

It has streamlined our incident process and allowed us to have strict control over our service level agreements

Pros

Easy to create workflows so that you can follow a process from start to finish

Cons

No drag and drop for adding files to incidents

Vendor response

Thank you very much for taking the time to post this review!

LW
AvatarImg

Ludwig W.

Computer Software, 51-200 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

TOPdesk logo

TOPdesk

ITSM Evaluation of TopDesk

Reviewed 4 years ago

Very specific pointed towards the IT world, such as for a printer defect. But not the ideal solution for a more general type of ITSM application.

Pros

Well structured design and look-and-feel. Graphical overview with parent-child relation. ITSM functions for configuration management, incident management, problem management and change management. Self service portal designer.

Cons

Very specific pointed towards the IT world, such as for a printer defect. But not the ideal solution for a more general type of ITSM application. Company sells software license and necessary consultancy services on top of this.

Vendor response

Thank you Ludwig for your review and feedback. We definitely originated from ITSM. We're focused on ESM and Shared Service Management nowadays and hope that in time the IT experience you had improves to a wider scope. Please reach out if we can be of any assistance on this.

SJ
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Shari J.

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

TOPdesk logo

TOPdesk

Separation of different teams within TOPdesk works very well so that they can manage their own calls

Reviewed 5 years ago

TOPdesk works well for call/issue management and benefits from being based on the ITIL model. It can help if you have different teams/departments which need a service management tool but want to manage their calls separately.

Pros

Self-service Portal is very good, particularly with the latest version. If you populate the knowledge base well, users can often find the help they need before needing to raise a call

Cons

The tools for configuring events and actions need improving, especially the tool for events which, whilst very powerful, is cumbersome to use when configuring event criteria

Vendor response

Thank you very much for your review Shari. We really appreciate it!

DW
AvatarImg

Dave W.

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

TOPdesk logo

TOPdesk

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

Reviewed 5 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...

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.

Vendor response

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

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Stella P.

Verified reviewer

Automotive, 501-1,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

TOPdesk logo

TOPdesk

TOPdesk reduces the response time of any customer question.

Reviewed 4 years ago

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.

Vendor response

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

NB
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Nick B.

Government Administration, 1,001-5,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

TOPdesk logo

TOPdesk

Service excellence experts - supplier as a business partner

Reviewed 3 years ago

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.

Vendor response

Thank you Nick for sharing your thoughts in this review. We really appreciate you experience TOPdesk as your business partner. This goes both ways looking at all the constructive feedback you provide on roadmap topics for instance. Hope to have you with as as a customer and business partner for many years to come!

AR
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Anonymous Reviewer

Verified reviewer

Insurance, 1,001-5,000 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

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TOPdesk

TopDesk is a ticket system that has very basic functionality.

Reviewed 4 years ago

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.

Vendor response

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/).

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Graeme C.

Medical Devices, 201-500 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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TOPdesk

Good versatile product

Reviewed 3 years ago

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

Vendor response

Thank you Graeme for sharing your experience!

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Giovanni Ficcadenti L.

Verified reviewer

Internet, 10,001+ employees

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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TOPdesk

Cloud-based software.

Reviewed 2 years ago

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.

Vendor response

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.

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Rudy B.

Computer Hardware, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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TOPdesk

IT Services and Technical Support technician/Team leader

Reviewed 4 years ago

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.

Pros

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.

Cons

Its modular based and this can bump up the initial price if you require other modules. The Actions and Events module needs a steep learning curve to learn and use properly, and can at times be very frustrating when triggers don't work properly. The Forms module has been a great free addition, but it needs more work on to be fully functional, templates could have been provided. Change Management module can be very daunting to use.

Vendor response

Thank you for sharing this experience as a long time customer! We look forward to many more years to come Rudy.