Overview
Product Information on TOPdesk
Updated 13th October 2025
What is TOPdesk?
TOPdesk Pricing
Overall experience with TOPdesk
IT Associate
1B - 3B USD, ManufacturingFAVORABLE
“Practical ITSM with good standards and a high rate of innovation.”
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.
MANAGER
250M - 500M USD, BankingCRITICAL
“SLA compromised by recurring failures and slowness in the tool.”
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.
About Company
Company Description
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.
Company Details
Company type
Private
Year Founded
1993
Head office location
Delft, Netherlands
Number of employees
1001 - 5000
Annual Revenue
50M-250M USD
Website
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- IT Associate1B-10B USDManufacturingReview Source
Practical ITSM with good standards and a high rate of innovation.
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. - Manager, IT Security and Risk ManagementGov't/PS/EdGovernmentReview Source
Regular Updates and Community Support Enhance Product Adoption
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 - Manager of IT Services<50M USDInsurance (except health)Review Source
User-friendliness and flexibility are strong points that prove themselves in daily operations. The selection process is not conducted from a project boardroom, but with continuous involvement of end users.
Throughout the process from RFI/RPF to contract negotiations, training, and implementation support, Topdesk proved to be a reliable partner. During the RFP phase, we also utilized Gartner Consultancy to select the best fit-for-purpose solution for our organization. The information from this consultancy call was very valuable to us. Our experience with CSM / Account Management is currently satisfactory, but it is still premature to form a definitive judgment. - It ManagerGov't/PS/EdEducationReview Source
Knowledge Base and Community Valuable
The support from TOPdesk has been excellent. On top of the great support, they have a strong Knowledge Base library and recently started an online community presence. TOPdesk has improved our service management, increased transparency across teams, and made the day-to-day operations smoother. The self-service portal has been an added bonus that we did not previously have, which is an added bonus for our end users. - Manager, Customer Service and Support50M-1B USDMiscellaneousReview Source
Great partnership, great product, recommend
Been using TOPdesk for 5 years and we have an amazing partnership with them in the UK. They listen to customer feedback. They are personal. They do NOT try to sell to you, but still have great customer success managers that look after you.
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