shouldiuse.io

Categories

VERDICT

Should I use TOPdesk?

IT service management platform for busy service desks - topdesk.com

Depends. A strong fit for mid-size and enterprise IT service desks that want ITIL discipline with vendor-led implementation. Small teams needing a cheap, simple ticket inbox should look elsewhere.

Confidence

Medium. Based on 25+ public sources; most review snippets were truncated, so user quotes appear as excerpts.

Ratings

  • Value for money
  • Ease of use
  • Feature depth
  • Support quality
  • Security posture

Pricing

Quote-based

Custom plans

Model€223,000
Monthly feesNot disclosed
HardwareNot disclosed

Best for

  • Mid-size and enterprise IT service desks
  • ITIL-driven orgs wanting vendor-led rollout
  • European buyers seeking a ServiceNow alternative
  • Teams adding self-service portals and knowledge bases

Not for

  • Small teams that just need a simple shared ticket inbox
  • Buyers demanding transparent per-seat pricing before talking to sales
  • External customer-support teams — Zendesk fits that better
  • Guess: orgs wanting fast self-serve setup without consultants

Gotchas - check before you buy

high

Legacy on-prem version 5.7 SR9 has a public XSS record; confirm SaaS or patched builds

medium

Quote-based pricing with no public rates — you won't know cost until sales engages

medium

Review sites disagree on tier count (three vs four); scope depends on modules bought

medium

Delivery is consultancy-heavy; budget implementation services and onboarding time, not just licenses

Pros and cons

Pros

  • TrustRadius awards for Best Customer Support and Best Usability (2021)
  • Users repeatedly call it easy to use
  • Forrester TEI modeled €223,000 in cost savings
  • PeopleCert 'Excellent' tool accreditation for ITIL alignment
  • Used by 3,868+ tracked companies

Cons

  • No public pricing; quote-based only
  • Plan counts differ across review sites (three vs four)
  • Sysadmin forums debate its standing versus ServiceNow-class rivals
  • Analytics depth is a recurring user question
  • Legacy on-prem 5.7 builds carry a disclosed XSS

Sources & method

Analyzed 10/06/2026 - 14 sources - Mature posture — security page, Microsoft 365 certification, UpGuard report — but one legacy on-prem XSS sits in NVD.

official x3review x4security x3news x4
  • Cross-site scripting in TOPdesk 5.7 (Service Release 9), NVD lists an XSS vulnerability against the legacy on-prem 5.7 SR9 build; no current SaaS issues appear in reviewed sources.

Key stats

  • Value for money: 3/5

    Rating

  • Quote-based

    Starting price

  • 14

    Sources

  • Analyzed

  • Value for money: 3/5. Forrester TEI savings cited, but vendor-commissioned and pricing opaque
  • Ease of use: 4/5. TrustRadius usability award; users say easy
  • Feature depth: 4/5. Full ITSM suite, PeopleCert ITIL-accredited
  • Support quality: 4/5. TrustRadius Best Customer Support award
  • Security posture: 4/5. M365 certified; one legacy on-prem XSS
  • 4.1/5 G2 seller rating Across TOPdesk products on G2
  • 3,868+ Companies tracked using it Per TheirStack database
  • 750+ Enterprise customers Vendor-cited figure
  • €223,000 Modeled cost savings Forrester TEI, vendor-commissioned

Pricing

Custom plans

Quote-based

  • Priced per organization and modules; no public rates
  • Multiple plans (three to four, depending on source)

Security

Mature posture — security page, Microsoft 365 certification, UpGuard report — but one legacy on-prem XSS sits in NVD.

  • Cross-site scripting in TOPdesk 5.7 (Service Release 9)NVD lists an XSS vulnerability against the legacy on-prem 5.7 SR9 build; no current SaaS issues appear in reviewed sources.10

What users say

Reviewers on G2, Capterra and TrustRadius praise ease of use and support quality, while sysadmin forums show mixed feelings versus bigger ITSM rivals.

“TOPdesk is very easy to…”
Capterra review
“TOPdesk helps us manage…”
G2 review
“TOPdesk are an excellent…”
Software Advice review

Alternatives

Compare TOPdesk with each alternative.

  • Freshservice

    Self-serve ITSM pitched with more transparent pricing

  • Zendesk

    Better fit for external customer support

  • HaloITSM

    Mid-market rival IT managers weigh head-to-head

  • ServiceNow

    Step-up enterprise option if budget allows

Companies that use it

  • Hörmann
  • Liebherr (Canada)
  • Greystone
  • University of Memphis
Full analysis

Based on 25+ public sources; most review snippets were truncated, so user quotes appear as excerpts.

Capable ITSM for mid-size and larger orgs; opaque quote-based pricing and onboarding overhead make it overkill for small teams.

Methodology

Based on 25+ public sources; most review snippets were truncated, so user quotes appear as excerpts.

Sources

  1. TOPdesk homepage — IT Service Management Platformtopdesk.com
    official
  2. TOPdesk pricing pagetopdesk.com
    official
  3. TOPdesk Reviews — G2g2.com
    review
  4. TOPdesk Reviews — Capterracapterra.com
    review
  5. TOPdesk Reviews — TrustRadiustrustradius.com
    review
  6. How is TOPdesk so popular? — Reddit r/sysadminreddit.com
    review
  7. The Total Economic Impact Of TOPdesk — Forrester TEItei.forrester.com
    news
  8. TrustRadius 2021 Best Customer Support and Best Usability awardsprnewswire.com
    news
  9. PeopleCert Tool Vendor Accreditation — TOPdesk Excellentatv.peoplecert.org
    official
  10. NVD — TOPdesk 5.7 SR9 XSS recordnvd.nist.gov
    security
  11. TOPdesk product security pagetopdesk.com
    security
  12. TOPdesk — Microsoft 365 App Certificationlearn.microsoft.com
    security
  13. Companies that use TOPdesk — TheirStacktheirstack.com
    news
  14. List of TOPdesk Customers — AppsRunTheWorldappsruntheworld.com
    news

Rate this review

Anonymous. You can change your vote.

Loading votes…

Comments

One queue. No nested comments. Give a display name first. Limit: 200 words per comment and 7 comments per day. You can edit or delete yours.

Save a name to write a comment.

0 / 200 words

No comments yet.