--- title: "TOPdesk Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of TOPdesk. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if TOPdesk is a good fit for you!" source_url: "https://www.softwareadvice.com/crm/topdesk-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Help Desk Software](https://www.softwareadvice.com/help-desk/) / [TOPdesk](https://www.softwareadvice.com/crm/topdesk-profile/) / TOPdesk Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/crm/topdesk-profile/) Reviews [Alternatives](https://www.softwareadvice.com/crm/topdesk-profile/alternatives/) # TOPdesk User Reviews ## Reviews summary - Overall rating: 4.4/5 - Total reviews: 111 ### Secondary ratings - Ease of use: 4.3/5 - Customer support: 4.5/5 - Value for money: 4.3/5 - Functionality: 4.3/5 ### Rating distribution - 5 stars: 53 reviews (48%) - 4 stars: 49 reviews (44%) - 3 stars: 8 reviews (7%) - 2 stars: 1 reviews (1%) - 1 star: 0 reviews (0%) ### Most mentioned pros - Used for an ITSM ticketing system, great for logging incidents, service requests and changes with a simple and easy to use GUI, with good AD integration - As an operator, and manager of other operators, I can easily draw reporting data across how many tickets are closed over a period of time which is awesome. - Very customisable to suit any purpose so we can create many branching categories for escalation and redirecting requests ### Most mentioned cons - Sometimes i am missing some documentation about certain cases. But overal i can find what i need else i will contact the service desk. - Not able to use ritch text and copy/paste pictures - Combination of workflows to 1 change does not work ## TOPdesk customer reviews Showing reviews 1-25 of 111 (page 1). ### Best work ever did - Overall rating: 5/5 - Reviewer: Peter V. - Verified reviewer: Yes - Industry: Government Administration - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2023 - Review source details: This review was submitted organically. No incentive was offered Nover done this kind of nice work in my life and I did a lot in ICT functions. But daily working with Topdesk is the most great work I ever did. In all parts. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The way topdesk can let you organize all processes and flows and forms. all issues can be adressed and disturbance is unknown. #### Cons In the flow developping is no visual sign appearing when 2 people are working together in the same flow. #### Vendor response Wow Peter, thank you very much for the amazing compliment. Great to read you are so satisfied with TOPdesk. Best, Team TOPdesk Replied December 2023 --- ### Cloud-based software. - Overall rating: 5/5 - Reviewer: Giovanni Ficcadenti L. - Verified reviewer: Yes - Industry: Internet - Company size: 10000+ employees - Product usage: Used weekly for less than 12 months - Reviewed: March 2021 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. Replied March 2022 --- ### My Journey with TOPdesk - Overall rating: 5/5 - Reviewer: Rudy B. - Verified reviewer: Yes - Industry: Education Management - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2019 - Review source details: This review was submitted organically. No incentive was offered This is a great tool for Shared Services, and its potential as a one stop shop for all requests and enquires within any organisation, no matter how large or small that might be. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Ease of use, plenty of self help guides and support, they are always introducing new features and actually listen to its customer base, which to a greater extent drives their development of the products. #### Cons Having to invest in extra modules. Setting up the actions and events --- ### From early engagement to beyond our successful full implementation, a thoroughly positive experience - Overall rating: 5/5 - Reviewer: Jon F. - Verified reviewer: Yes - Industry: Higher Education - Company size: 501-1000 employees - Product usage: Used daily for less than 2 years - Reviewed: March 2018 - Review source details: This review was submitted organically. No incentive was offered It has overall been a really exceptional and rewarding engagement of a software supplier and implementation of their tool. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. Replied October 2020 --- ### That is possible in TOPdesk - Overall rating: 4/5 - Reviewer: Wesley W. - Verified reviewer: Yes - Industry: Medical Devices - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2022 - Review source details: This review was submitted organically. No incentive was offered When I started at my current employer, I said for a year "that is possible in TOPdesk." If for example. someone asked for an overview of the status off tickets or Assets. After a year we purchased TOPdesk, which supports our daily work well. And provides much more structure and overview. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros You get an overview of your assets and repairs and their status. Because everything is connected, you can easily make a list of whatever you want. #### Cons Integration with email is difficult between TOPdesk and the system administrator of our company. And that's why it still doesn't work #### Reasons for switching to TOPdesk Asset management #### Vendor response Hi Wesley, Thank you for the review. We really appreciate it. If you have any questions feel free to contact us. Replied March 2022 --- ### TOPdesk reduces the response time of any customer question. - Overall rating: 5/5 - Reviewer: Stella P. - Verified reviewer: Yes - Industry: Automotive - Company size: 501-1000 employees - Product usage: Used daily for less than 2 years - Reviewed: December 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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! Replied October 2020 --- ### TOPdesk has been a great asset enabling us to improve our customer service - Overall rating: 4/5 - Reviewer: Ian S. - Verified reviewer: Yes - Industry: Higher Education - Company size: 501-1000 employees - Product usage: Used daily for less than 2 years - Reviewed: March 2018 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros - Follows the ITIL model - Has a number of flexible modules which link together - Allows different teams to be separated within the same system - Almost completely administered via web interface #### Cons - Can be tricky to get set up and to maintain as there are lots of settings and configurations to be aware of - Form designer is a bit limited and the advanced custom form development tool is difficult to use - A couple of elements of the product still need to be administered via an external tool #### Vendor response Thank you Ian for your review! Replied October 2020 --- ### TOPdesk is a good placeholder for tracking and maintaining customer updates & items in process - Overall rating: 3/5 - Reviewer: Lauri A. M. - Verified reviewer: Yes - Industry: Utilities - Company size: 2-10 employees - Product usage: Used weekly for less than 6 months - Reviewed: April 2020 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We use TOPdesk to maintain steps in our testing processes and to document those steps with the customer from beginning to close of the project. My corporation wants to combine our incidents, which currently look like tabs on the screen, with more expansive features including reports so is moving from TOPdesk to Salesforce, which I have used in the past and is very different in its interface. #### Ratings breakdown - Ease of use: 3/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros It's a simple digital place to create "incidents" for each product test and maintain customer records per incident which can either be available to or hidden from the customer. #### Cons TOPdesk is limited in what kind of documentation it can hold. We cannot include and manipulate all the files we need to work with. It's a placeholder for items and info., not a space for working on them. #### Vendor response Hi Lauri, thank you for your review! We really appreciate it. The use case you are describing isn't our typical ITSM/ESM case we cater to so there might be a gap between what we offer and your needs. Moving forward to a better fit is the logical step. We hope this step towards Salesforce helps you out. Best of luck! For ITSM/ESM support we're very happy to support you in any future needs. Thanks again. Replied October 2020 --- ### its versatility and the quality of services - Overall rating: 5/5 - Reviewer: Estela R. - Verified reviewer: Yes - Product usage: Used weekly for less than 2 years - Reviewed: April 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Wow, a company like TOPdesk does not deserve anything other than good reviews, as a client I'm really satisfied, I'm sure that in the field of help desks stands out a lot and is one of the best, its versatility and the quality of services are indisputable. #### Cons I really do not have any complaints to give, on the contrary, only excellent comments, I'm very happy, 100% recommended. #### Vendor response Thank you so much Estela. Compliments like these make our day! Replied October 2020 --- ### Very good work - Overall rating: 5/5 - Reviewer: Inés P. - Verified reviewer: Yes - Industry: Telecommunications - Product usage: Used weekly for less than 2 years - Reviewed: April 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. Replied October 2020 --- ### Great value for money! - Overall rating: 5/5 - Reviewer: Martijn K. - Verified reviewer: Yes - Industry: Recreational Facilities and Services - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2023 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Ease of use for end users, process automation and API tooling. Very short lines of communication with TOPdesk support and account managers #### Cons The backend is not quite as intuitive and lacks a few modern features, but improvements are already on the roadmap #### Vendor response Hi Martijn, thanks for the positive review! It's great to hear that you're happy about TOPdesk and find it easy for end-users. We're glad our support team is meeting your expectations too. Your comment about the backend has been noted. We're all about making things better, so your input really matters. Best, Team TOPdesk. Replied December 2023 --- ### Review Gert Ruiters - Overall rating: 4/5 - Reviewer: Gert R. - Verified reviewer: Yes - Industry: Food Production - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: August 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Maintenance contracts entered in TOPdesk now run automatically. visitors are properly registered with the visitors registration module. No phone calls anymore, tickets are created by the customers direcly. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Many modules which means that Topdesk can be widely used in the company #### Cons in asset management, for example, there are still some points that could be improved, but Topdesk is busy with this, I'll keep an eye on the roadmap. API connection with other systems is not yet possible for all modules. #### Reasons for choosing TOPdesk widely applicable, and a lot off possibilities. #### Vendor response Hi Gert, Thank your for making some time to review our product and services. We really appreciate it. We will always improve our product and we are happy to hear that you know where to find the updates. If you have any suggestions or questions feel free to contact us. Always happy to help. Replied March 2022 --- ### User focused on Self service portal and tickets - Overall rating: 4/5 - Reviewer: Daniel B. - Verified reviewer: Yes - Industry: Retail - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2023 - Review source details: This review was submitted organically. No incentive was offered Building the self service portal for the store and managing the tickets is an good job where you can manage creativity and skills. I see the possibylities but because shortage of knowledge not always executable #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros possibylities are endlless, for the person who report easy in use #### Cons new features and suggestions not always top of mind to share. Now the roads to walk are not clear #### Vendor response Hi Daniel, thanks for your feedback! It's great to hear that you find TOPdesk easy to use and versatile. We understand your point about new features and we're working to improve our communication. Best,Team TOPdesk Replied December 2023 --- ### Service Management built from the ground up requires a solid software base - This is it ! - Overall rating: 5/5 - Reviewer: Dave W. - Product usage: Used daily for less than 2 years - Reviewed: February 2018 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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 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. #### 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! Replied October 2020 --- ### Easy to manage - Overall rating: 5/5 - Reviewer: Rene W. - Verified reviewer: Yes - Industry: Accounting - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2023 - Review source details: This review was submitted organically. No incentive was offered So easy to use and maintain. Also if you contact the TOPdesk service desk there is a very quick response. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros It is easy to make your own environement. #### Cons Nothing really! We are very happy with the use of the modules we use. #### Reasons for choosing TOPdesk It suits the best for our organization. Test users were very satisfied. #### Vendor response Hi Rene. It's great to hear you're so happy with TOPdesk. Thanks for sharing! Best, Team TOPdesk Replied December 2023 --- ### TOPdesk review Dec 2023 - Overall rating: 4/5 - Reviewer: Diekus v. - Verified reviewer: Yes - Industry: Facilities Services - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2023 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Overal usability and functionality. Adaptebility #### Cons Not able to use ritch text and copy/paste pictures #### Vendor response Hi Diekus, we're happy to hear you enjoy TOPdesk's usability and functionality. Your feedback about rich text and picture pasting is noted - we're always aiming to improve. Best, Team TOPdesk Replied December 2023 --- ### Service excellence experts - supplier as a business partner - Overall rating: 5/5 - Reviewer: Nick B. - Verified reviewer: Yes - Industry: Government Administration - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: June 2019 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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! Replied October 2020 --- ### Let the great team of TOPdesk help make your life easier - Overall rating: 5/5 - Reviewer: Stephanie J. - Verified reviewer: Yes - Industry: Packaging and Containers - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: May 2019 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros It's very easy to tweak the software to make it work in line with your current processes. It helps shape them so everyone can easily follow guidance and procedures. We currently use Incident, Problem, Change and Operations Management successfully and are very excited about continuing to improve our processes with such a knowledgeable partner at our side. Our audit rating and maturity levels continue to get better and better as a consequence as well. #### Cons Of course there are times that we'd like to do something that the software isn't quite capable of doing yet, but the labs team is constantly looking at new trends and often there is already something in development. If that is not the case the consultants are great in helping us develop workarounds. #### Vendor response Hi Stephanie, thank you so much for your review. Great to have such great experiences from a long time customer. Replied October 2020 --- ### Success with self-service - Overall rating: 5/5 - Reviewer: Caroline F. - Verified reviewer: Yes - Industry: Higher Education - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: July 2019 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### 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! Replied October 2020 --- ### TopDesk review - Overall rating: 4/5 - Reviewer: Frederik Kalb N. - Verified reviewer: Yes - Industry: Logistics and Supply Chain - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Functionality: 3/5 #### Pros Easy to use and gets you a clear overview over support cases. #### Cons Some missing features, such as being able to easily assign several cases to a specific supporter/agent at once. #### Vendor response Hello Frederik, Thank you for your review! If you have any more questions feel free to contact us. Replied March 2022 --- ### Basic work easy, reporting a little difficult - Overall rating: 4/5 - Reviewer: John L. - Verified reviewer: Yes - Industry: Construction - Company size: 501-1000 employees - Product usage: Used daily for less than 2 years - Reviewed: September 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros The creation of tickets and the overal feel of topdesk isn't too difficult. Also the automatic importing of mails is a nice feature #### Cons reporting is a bit difficult at times and you don't always know what categories to include #### Vendor response Hello John, We value your review! Glad you find ticketing easy. We're addressing reporting concerns to improve further. Your input matters! Kind regards, Team TOPdesk Replied August 2023 --- ### Moving from a locally hosted version to SaaS was the best decision we made. - Overall rating: 4/5 - Reviewer: Andrew C. - Product usage: Used daily for more than 2 years - Reviewed: November 2017 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### 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. Replied October 2020 --- ### Good basic IT ticketing system - Overall rating: 4/5 - Reviewer: Sandy K. - Verified reviewer: Yes - Industry: Chemicals - Company size: 5001-10000 employees - Product usage: Used monthly for less than 2 years - Reviewed: April 2022 - Review source details: This review was submitted organically. No incentive was offered It is probably best suited for smaller companies without a need to advanced routing. TOPdesk looks to be continuing to develop more modules. It would be helpful to see more focus on optimizing the core application, including a mobile app to make it even easier for employees to log trouble tickets when they need to. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 4/5 #### Pros The ticketing application was relatively quick to set up and deploy. It is easy to use by employees. It allowed employees to log trouble tickets via a button on our intranet rather than needing to remember a different application to visit. #### Cons The application is not flexible in terms of setting up workflows. There is a change management feature that seems underdeveloped and did not prove value-added to deploy. #### Vendor response Hello Sandy, Thank you for your honest review. We really appreciate feedback from our customers. We will keep developing TOPdesk and hope that we can fulfill all your needs in the future. If you have any questions feel free to contact us. Kind regards, TOPdesk Replied April 2022 --- ### Easy call management! - Overall rating: 5/5 - Reviewer: Rory M. - Industry: Higher Education - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2018 - Review source details: This review was submitted organically. No incentive was offered Helping users 'self-solve'. Tracking incidents and requests. Managing estates / assets. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 5/5 #### Pros Simple and clear call management. Flexible and highly customisable asset management and SSP. #### Cons Some settings are buried deep within the menu structures - can make it tricky to locate the one you need. #### Vendor response Thank you Rory! Replied October 2020 --- ### TopDesk Review - Overall rating: 5/5 - Reviewer: Alex B. - Verified reviewer: Yes - Industry: Education Management - Company size: 1001-5000 employees - Product usage: Used daily for less than 6 months - Reviewed: February 2019 - Review source details: This review was submitted organically. No incentive was offered The ability to manage two separate departments under one helpdesk system. TopDesk has allowed us to easily create a two department structure for managing work load and has also helped in the developed of Trust wide projects. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Easy to use Tabbed cards allowing you to work on multiple tickets at one time Clear module structure and interfaces Ability to link different cards under one module #### Cons No 24hr clock when regional setting is set to GMT Linking two calls together auto generates a major call which is not always suitable #### Vendor response Thank you Alex for writing this review. We aim to be a top player in ESM/Shared Service Management for easy collaboration. Great to see you're using it with several departments. Thanks for sharing. Replied October 2020 ## More reviews [Next reviews](https://www.softwareadvice.com/crm/topdesk-profile/reviews/?page=2) --- TOPdesk Reviews, Pros and Cons - 2026 Software Advice