TOPdesk Software


TOPdesk is a cloud-based computer-aided facility management (CAFM) and ITSM solution designed to help small and midsize businesses manage a facilities' work orders, maintenance schedules, assets and on-site guest visits.

TOPdesk provides an asset management feature that displays the list of all in-house assets and asset description. The solution allows property managers to keep a record of their maintenance activities and plan future maintenance or replacement schedules. A built-in reservation module helps users to see current room availabilities with their set-up and attached assets, and a room planner lets users accept and manage room bookings.

TOPdesk also enables customers to submit requests and make payments through their own dedicated self-service portals. In addition, it offers a customizable dashboard to help track and report key business workflows.

TOPdesk is available on a yearly subscription basis and provides support via phone and email.



21 Reviews of TOPdesk

Overall rating

4.52 / 5 stars

Filters:

Showing 1 - 20 of 21 reviews

February 2018

Dave from Hollywood Bowl Group

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

February 2018

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

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.

July 2018

Rudy from West Suffolk College

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

July 2018

IT Services and Technical Support technician/Team leader

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.

January 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2018

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

na

Pros

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.

March 2018

Jon from London School of Hygiene & Tropical Medicine

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

March 2018

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

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

December 2018

Stella from Prestolite Electric Incorporated

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

TOPdesk reduces the response time of any customer question.

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.

November 2017

Lee from Menzies LLP

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

November 2017

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

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.

November 2017

Andrew from London South Bank University

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

November 2017

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

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

April 2018

Shari from UMass Boston

Review Source: Capterra


Ease-of-use

4 of 5

Customer support

4 of 5

Functionality

3 of 5

April 2018

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

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

March 2018

Ian from University of Winchester

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

March 2018

TOPdesk has been a great asset enabling us to improve our customer service

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

October 2018

Rory from West Suffolk College

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

5 of 5

October 2018

Easy call management!

Helping users 'self-solve'. Tracking incidents and requests. Managing estates / assets.

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.

February 2018

Gordon from University of Bath

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

February 2018

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

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.

October 2018

James from Kuwait Investment Office

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

October 2018

TOPdesk User Support

Very positive with great flexibility and incredible support.

Pros

Flexibility within the tool, vast array of modules.

Cons

Project management could do with expansion to support more agile approach

July 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

3 of 5

July 2018

TopDesk is a ticket system that has very basic functionality.

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 of TOPdesk UK limited

Replied July 2018

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/).

September 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

September 2018

Quality

from 1st visit to build to launch everything was so professional. Everyone I spoke to was an excellent ambassador for the company.

Pros

so easy to use.. have used servicenow/remedy etc and this has all of the functionality they have whilst being a lot more individually tailorable

Cons

nothing yet, we have been very happy with all aspects of the software

April 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

April 2018

Great tool for big and busy businesses, to make sure every todo is being taken care of

Pros

Managing tasks, getting things done and trusting your lists are a big part of why I like this. It offers so many functionalities and is still easy to learn. I also love that it's SaaS.

Cons

Although it's easy to learn, it's hard to master. We are missing some integrations, but we have yet to find a better software than this.

December 2018

Erik from Recruitment Services

Company Size: 5,001-10,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Great ITILbased software

Pros

Scalable professional software that is highly intuitive

Cons

Nothing, it is one of the best software suites I know in this branche

April 2018

Estela from ENTER

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

April 2018

its versatility and the quality of services

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.

April 2018

Inés from Millicom (Tigo)

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

April 2018

Very good work

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.

September 2018

Ludwig from Wonderware Benelux

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

3 of 5

September 2018

ITSM Evaluation of TopDesk

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.

January 2019

Patrick from Sinclair

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2019

A lot of use

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.