What Is TOPdesk?
TOPdesk cloud-based software helps companies offer better services to their customers. With easy-to-use Help Desk software and over 20 years experience our software helps you manage incidents, create workflows, and keep track of configurations. Make your end users more self-reliant thanks to the Self-Service Portal. More than 4500 organisations worldwide already use TOPdesk to increase efficiency and improve customer satisfaction. Are you looking for service excellence? Let us be your guides.
Who Uses TOPdesk?
TOPdesk provides a solution for the service desks of small companies and large multinationals alike with an application that can be used by supporting departments like IT, HR or Facilities.
Where can TOPdesk be deployed?
TOPdesk videos and images
Features of TOPdesk
- Access Controls/Permissions
- Activity Dashboard
- Alerts / Escalation
- Asset Tracking Software
- Assignment Management
- Audit Management
- CRM Software
- Change Management Software
- Collaboration Tools
- Compliance Management
- Configuration Management
- Contract/License Management
- Customizable Branding
- Customizable Reports
- Customizable Templates
- Dashboard Software
- Drag & Drop
- Email Management Software
- Fixed Asset Management Software
- Help Desk Management
- IT Asset Management Software
- Incident Management Software
- Interaction Tracking
- Inventory Management Software
- Issue Tracking Software
- Knowledge Base Management
- Knowledge Management Software
- Live Chat Software
- Macros/Templated Responses
- Mobile Access
- Multi-Channel Communication
- Performance Metrics
- Preventive Maintenance Software
- Problem Management
- Real Time Notifications
- Release Management
- Scheduling Software
- Self Service Portal
- Service Catalog
- Service History
- Service Level Agreement (SLA) Management
- Support Ticket Management
- Task Management Software
- Technician Management
- Third Party Integrations
- Ticket Management
- Work Order Management
- Workflow Configuration
- Workflow Management Software
Alternatives to TOPdesk
Reviews of TOPdesk
From early engagement to beyond our successful full implementation, a thoroughly positive experience
Comments: 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.
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
2 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.
Topdesk as a mid-tier ticketing tool
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.
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
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 is a ticket system that has very basic functionality.
Comments: Gets the job done, but lacks a lot of common features that other ticketing systems have out of the box.
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.
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.
4 years ago
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/).
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.
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.
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.
9 months 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.
Having used many CAFM system's this is certainly the best software and comes with excellent support
Easy 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.
2 years ago
Thank you! Great to read you experience the ESM value we can offer to various departments.