TOPdesk review

TOPdesk is popular with schools, local government and healthcare IT, and its plans are easy to read. Essential covers incident and asset management, a self-service portal, a knowledge base and dashboards, with unlimited assets, tickets and end users. Engaged adds change, problem, contract, SLA and operations management, plus AI incident categorization, AI knowledge item generation and AI search. Excellent adds project management, a webshop for ordering items, an annual health check, benchmark reporting and the TOPdesk Robin AI assistant. An agent is anyone who can open and adjust tickets, and a local support team is included in every plan. The page offers a USD view, but from our location it rendered prices in GBP, so we left the USD price pending. TOPdesk also extends to facility management, which helps when IT and facilities share one service desk. Teams that need deep ITIL configuration or DevOps links will find Jira Service Management or Halo more flexible.

Who it is for

Schools, councils and other public sector IT teams that want a friendly tool and local support.

Price

See vendor pricing (USD check pending).

US price check pending. See the vendor pricing page.

Key features

• Incident and asset management with unlimited assets, tickets and end users on Essential
• Self-service portal, knowledge base and reporting on Essential
• Change, problem, contract and SLA management on Engaged
• Project management and a webshop on Excellent
• AI incident categorization, knowledge item generation and the TOPdesk Robin assistant

Strengths and weaknesses

• Strength: Unlimited assets, tickets and end users from the first plan
• Strength: Local support team included in all plans
• Strength: Also covers facility management
• Weakness: The pricing page showed GBP from our location; USD needs a quote
• Weakness: Change and problem management need Engaged
• Weakness: Advanced AI assistants are on the top plan

Key facts

• Plans: Essential, Engaged, Excellent
• Agent definition: Anyone who can open and adjust tickets
• Included: Unlimited assets, tickets and end users

Where it ranks

TOPdesk is No. 6 in our Best IT Service Management Software verdict.