TOPdesk Reviews, Ratings & Features 2026 | Gartner Peer Insights

Gartner defines IT service management (ITSM) platforms as software that offers workflow management and automation for organizations to deliver, operate, improve and govern IT-enabled services. ITSM platforms provide a system of record for ITSM practices, including request, incident, problem, change, knowledge, service level and configuration management. Typically offered as SaaS, some ITSM platforms are also available for on-premises deployments as per organizational needs. Heads of infrastructure and operations (I&O) use ITSM platforms to continually improve the services they deliver. ITSM platforms address the problems of uncoordinated and inconsistent handling of technology-related tasks, helping to reduce operational risks, eliminate inefficiencies, and prevent business disruptions. By capturing, tracking, and reporting on service-related activities across the technology estate, the platform serves as a unified system of record for ITSM actions, enabling teams to establish clear ownership and ensure that decisions and outcomes are fully traceable. ITSM platforms boost teams’ efficiency by automating processes, streamlining decision making and providing seamless integration with third-party applications. These platforms enhance the end-user experience and help IT services remain agile and aligned with business goals. Heads of I&O increasingly rely on these products to support digital business transformation beyond IT.

Active

Find the top IT Service Management Platforms with Gartner. Compare and filter by verified product reviews and choose the software that’s right for your organization.

IT Service Management Platforms

TOPdesk

Manager, IT Security and Risk Management

TOPdesk is one of my application support team's best providers. They listen, they innovate, they keep you up to date and they genuinely want you to succeed and that's how we measure other suppliers against them for the most part.
Some developments take longer than we'd like but most go through and succeed rather than requiring additional development

Gov't/PS/ED <5,000 Employees

<50M USD

50M - 250M USD

250M - 500M USD

Gov't/PS/ED 5,000 - 50,000 Employees

500M - 1B USD

1B - 3B USD

3B - 10B USD

30B + USD

10B - 30B USD

Gov't/PS/ED 50,000 + Employees

MANAGER

Uma ferramenta que foi implementada com intuito de melhores procedimentos e processos na empresa e que no fim não rende como deveria. 
Lentidão e quedas constantes atrapalham a tratativa de chamados e complica muito o cumprimento do SLA. 
Tirando esses pontos, funciona como uma ferramenta de gerenciamento tanto de tarefas de mudança como também de chamados, como suporte, instalação, RDM, manutenção em geral, registro de atividades e gestão de conhecimento. 
A proposta é muito boa, a operação dos serviços deixa muito a desejar. Devido a instabilidade, muitos serviços e tratativas ficam pendentes. 

A tool that was implemented with the intention of improving procedures and processes in the company, but in the end, it doesn't perform as it should.

Slowness and constant outages hinder the handling of calls and greatly complicate SLA compliance.

Aside from these points, it works as a management tool for both change management tasks and calls, such as support, installation, RDM, general maintenance, activity logging, and knowledge management.

The concept is very good, but the service operation leaves much to be desired. Due to instability, many services and issues remain pending.

IT Associate

Ein sehr gutes Tool, das sich schnell einrichten lässt und schnell eingesetzt werden kann. Die Standardkonfiguration ist schon ein guter Start, der dann beliebig erweitert werden kann.
Auch wenn das Tool ab einem gewissen Punkt Grenzen bei der Personalisierung hat, gibt es doch viele Anpassungsmöglichkeiten. Aus unserer Sicht hat sich das Tool in den letzten Jahren immer weiter geöffnet und bietet durch die API immer mehr Flexibilität, besonders wenn es um Webhooks, Aktionsabfolgen und Automationen geht.
Die Release Geschwindigkeit neuer Features ist in den vergangenen Jahren enorm gestiegen. Aktuell werden in hoher Frequenz neue Funktionen bereitgestellt, unter anderem viele AI Features, die direkt Teil des Produkts sind und keine aufwendigen Implementierungsprojekte erfordern. Unabhängig davon können aber Tools in beliebiger Komplexität über die API angebunden werden.
Extrem hervorheben wollen wir die Qualität der Beratung, die aus unserer Sicht andere Anbieter deutlich in den Schatten stellt. Bei der Lösungsfindung wird man als Kunde umfassend beraten und unterstützt. Außerdem gibt es eine proaktive Betreuung durch einen CSM und zahlreiche Webinare und Events.
Ein weiteres Highlight ist die Benutzerfreundlichkeit. UX und UI sind sehr intuitiv gestaltet, sowohl für Bearbeiter als auch für Enduser. Das Self Service Portal ist aus unserer Sicht das beste auf dem Markt.

A very good tool that is quick to set up and quick to deploy. The standard configuration is a great starting point, which can then be expanded as needed.

While the tool does have limitations in terms of personalization at a certain point, there are still many customization options. In our view, the tool has become increasingly open in recent years and offers ever greater flexibility through its API, especially when it comes to webhooks, action sequences, and automations.

The release speed of new features has increased dramatically in recent years. New functions are currently being rolled out frequently, including many AI features that are directly integrated into the product and don't require complex implementation projects. Regardless, tools of any complexity can be connected via the API.

We would particularly like to emphasize the quality of the consulting, which, in our opinion, far surpasses that of other providers. Customers receive comprehensive advice and support in finding solutions. Furthermore, there is proactive support from a Customer Service Manager (CSM) and numerous webinars and events.

Another highlight is its user-friendliness. The UX and UI are very intuitively designed, both for administrators and end users. In our opinion, the self-service portal is the best on the market.

ServiceNow

Other...

Microsoft

Atlassian

Zendesk

Freshworks

SolarWinds

Ivanti

ManageEngine

SysAid

Ivanti (Cherwell)

Spiceworks

OTRS Group

OMNINET

Axios Systems

Help Desk Technology

iSupport Software

EasyVista

Hornbill

Xurrent

Matrix42

TeamDynamix

OpenText (Micro Focus)

Serviceaide

HaloITSM

TOPdesk is an internationally operating service management provider with employees in various offices across the globe. The company's primary mission is to assist organizations in achieving outstanding service delivery. This is accomplished through the development of innovative service management solutions by TOPdesk's dedicated workforce. Therefore, the firm serves as a platform for organizations seeking to improve their service delivery metrics.

Are you ready to take your service management to the next level? With over 750 employees spread across 16 offices worldwide, TOPdesk is one of the fastest-growing service management providers worldwide. Our mission? Helping your organization achieve excellent service delivery. TOPdesk employees get the trust and the freedom to create innovative solutions for all your service management needs. So, what are you waiting for? Let us be your guides to service excellence.

Reviews

Ratings Overview

Overall experience with

Favorable Review

Practical ITSM with good standards and a high rate of innovation.

Critical Review

SLA compromised by recurring failures and slowness in the tool.

Likes and dislikes about

likes

dislikes