About TOPdesk

Category: ITSM
With TOPdesk, you can manage incidents, create workflows, and keep track of configurations. You can empower your users to be more self-sufficient with the Self-Service Portal. More than 4500 companies use TOPdesk around the world to improve customer satisfaction and efficiency.

Company: TOPdesk

TOPdesk is a developer and supplier of service management software from Delft, Netherlands, founded in 1997. The company has more than 900 employees and has branches in more than 10 countries. The Headquarters are located in Delft, Netherlands.

In-Depth Analysis

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0 Ease Of Use
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0 Help And Support

Pros

  • Offers Ticket creation and tracking
  • Tickets can be related to a Kanban board
  • Very well organized for incident and change management
  • Versatility in setup

Cons

  • No free version available
  • Poor integration with other tools like Power BI, and report manager
Plans & Pricing

TOPdesk has not provided pricing information for this product or service. This is not so common recently with software sellers and service providers. Contact TOPdesk to obtain current pricing.TOPdesk pricing information is provided by the software provider or gleaned from publicly available pricing materials. The seller must conduct final cost negotiations to purchase TOPdesk software. However, from my in-depth research, pricing starts from $66 per month per user.

TOPdesk
$66
/mo /user
Ease of Use

TOPdesk is a helpdesk software for your organization that is much easier to use and browser-based, so you don’t need any special devices and can access it from anywhere. It’s also very easy to deploy. It is simple to integrate your data into the product because it is open-source. It allows for better service management and task assignment. It also aids in the monitoring of your department’s activities and tasks, as well as their performance indicators.

Customer Support

TopDesk offers email support, Online live chat, Call center support, and a knowledge base.
The customer support portal is well designed, the knowledge base provides helpful articles that would answer the users’ questions. In addition to customer support, you can get access to all Topdesk additional resources; articles, FAQ library, video tutorials, and forums.

24/7 Help & Support
24/7 Help & Support
There is 24/7 support available to all users.
Phone Support
Phone Support
Phone support available to all users, regardless of package.
Live Online Chat
Live Online Chat
There is a live chat
Email
Email
There is an option for all users to email the support team.
Video Tutorials
Video Tutorials
There are a number of videos available on YouTube.
FAQ
FAQ
The FAQ covers basic and advanced software-related issues.
Blog
Blog
Blog available on the website.
Features & Functionality
General Features

With 14 categories, and over a hundred total features, you’re sure to get almost everything you need from an ITSM software, here are some main features of TopDesk:

Facility Management Software

Manage all your facility services with clear overviews, personal to-do lists and cleverly designed planners.

ITSM software

Streamline your IT support with easy call registration, effective resource planning and dynamic reporting options.

Integrations and Add-ons

TopDesk fits right into your existing business ecosystem with integrations available for popular business apps. Here are the top TOPdesk Integrations · Trello · TeamViewer · Jira · HubSpot CRM · Zapier · Freshdesk · Remote Support · Zendesk.

Features
  • Asset Discovery and Management
  • Configuration Management
  • Incident and Problem Management
  • Self-Service Support Desk
  • Knowledge Management
  • Request Management
  • Metrics & Analytics
  • BI & Reporting
  • Multi-Cloud Support
  • Automated Workflows
  • DevOps Integration
  • Dashboards and Reports
  • Multi-Lingual
  • Native Mobile App
  • Single System of Record
  • Virtual Agent
Incident Management
Features
  • Major Incident Management
  • Single-Pane Agent View
  • AI-Powered Insight
  • Omni-Channel Notifications
  • Visual Task Boards
  • Guided Setup
Problem Management
Features
  • Contextual Knowledge
  • Automated Notifications
  • Remediation Plans
  • Real-Time Analytics
Change Management
Features
  • Multimodal Change
  • Change Success Score
  • Change Approval Policies
  • Risk Intelligence
  • Built-In Risk Assessment and Calculation
Request Management
Features
  • Chatbot-Embedded Portals
  • Service Catalog Builder
  • Embedded Experiences
  • Graphical Workflow
  • Two-Way Notifications
  • Quick & Easy Approvals
Reporting
Features
  • Report Designer
  • Report Administration
  • Natural Language Query
  • Dashboards
Verdict

The software is simple to use and modular, so you can add Service Management processes as and when you need them, which is especially useful when introducing new ways of working into your company. If you only need Incident and Problem Management and don’t need Asset Management, Configuration Management, Change Management, or anything else, you can just use and pay for what you need now and build your software solution later as your Service Management processes mature.
The software also allows users to log requests and incidents through a self-service portal, which is useful if you want to capture all requests without having to provide continuous 24-hour support. A Knowledge Base is also available to assist the user community in self-helping on common issues and questions. The software was developed by a company that thrives on customer service and understands their needs.
The software is backed up by consultants who not only know their own business but also take the time to get to know yours, to the point where they feel like they’re a part of it. When new features are being Beta tested (TOPdesk Labs), they are available in a stand-alone mode before being released to their customers – they do not simply merge new features into their mainstream products. TOPdesk is a high-quality solution, backed by high-quality people, and available at a low cost.

Walter Washington
Author: Walter Washington
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