TOPdesk is a comprehensive IT Service Management (ITSM) and Enterprise Service Management (ESM) platform that streamlines internal support processes across organizations.
Known for its intuitive interface and robust incident management capabilities, TOPdesk helps IT teams, HR departments, and operations managers handle service requests, asset tracking, and workflow automation efficiently. Many organizations choose TOPdesk for its ability to centralize support functions while providing employees with user-friendly self-service options that reduce manual coordination overhead.
What Is TOPdesk?
TOPdesk is an ITSM platform designed to centralize and automate internal service management processes.
The platform can be deployed as a cloud-based or on-premises solution, enabling organizations to manage incidents, track IT assets, orchestrate change management workflows, and provide self-service portals for employees. Originally built for IT service management, TOPdesk has evolved into a comprehensive ESM solution that serves multiple departments including HR, facilities, and operations teams. Its user base spans from mid-sized companies to large enterprises, with particularly strong adoption among organizations seeking to eliminate manual coordination between departments and streamline cross-functional workflows.
What Is TOPdesk Used For?
TOPdesk serves as a centralized platform for managing internal service operations across multiple domains:
- IT Service Management - Centralizes incident tracking, problem resolution, and change management with automated routing and prioritization workflows
- Asset Management - Tracks IT hardware, software licenses, and equipment lifecycles with comprehensive inventory management and maintenance scheduling
- Self-Service Portal - Empowers employees to submit requests, access knowledge bases, and track ticket status without IT intervention
- Cross-Departmental Workflows - Coordinates processes between IT, HR, Finance, and Operations with automated approvals and system updates
- Change Management - Manages IT changes through structured approval processes, risk assessment, and implementation tracking
- Knowledge Management - Maintains searchable documentation, FAQs, and solution databases that reduce repetitive support requests
- Facilities Management - Handles office equipment requests, maintenance tickets, and workspace management across multiple locations
- Workflow Automation - Automates repetitive tasks like password resets, access provisioning, and routine maintenance through configurable rules
Key Features of TOPdesk
The platform's core functionality delivers comprehensive ITSM capabilities for internal support teams:
- Incident Management provides comprehensive ticket tracking with automated routing, priority assignment, and SLA monitoring to ensure consistent service delivery.
- Self-Service Portal enables employees to submit requests, search knowledge bases, and monitor resolution progress without direct IT support interaction.
- Asset Management tracks organizational assets throughout their lifecycle, including hardware inventory, software licensing, and maintenance schedules.
- Change Management facilitates structured IT change processes with approval workflows, risk assessment tools, and implementation coordination.
- Workflow Automation streamlines repetitive processes through customizable rules, automated notifications, and cross-system integrations.
- Knowledge Base centralizes documentation, solutions, and best practices in a searchable format accessible to both staff and end-users.
- Reporting & Analytics delivers real-time dashboards, customizable reports, and KPI tracking for performance monitoring and strategic planning.
- Integration Capabilities connect with 50+ business applications including Active Directory and major HRIS platforms through native APIs.
TOPdesk Pros & Cons
TOPdesk offers significant advantages for organizations seeking comprehensive ITSM solutions, though some limitations should be considered.
TOPdesk Pros
- Intuitive, user-friendly interface that reduces training requirements and accelerates adoption
- Comprehensive ITSM functionality covering incident, problem, change, and asset management in one platform
- Strong self-service capabilities that deflect routine requests and improve user satisfaction
- Flexible customization options for workflows, forms, and processes without extensive coding
- Excellent customer support with responsive assistance and implementation guidance
- Robust integration ecosystem supporting modern business applications and identity management systems
TOPdesk Cons
- Advanced reporting capabilities may require additional configuration or third-party tools for complex analytics
- Customization for highly specialized workflows can become complex and may require expert configuration
- Pricing can escalate with advanced modules and features, potentially challenging for smaller organizations
- Some users report performance limitations when handling very high ticket volumes or complex asset inventories
TOPdesk Pricing
TOPdesk uses a tiered subscription model with agent-based pricing that scales with organizational needs.
TOPdesk offers a 30-day free trial without requiring credit card information. The pricing model only charges for agents who handle tickets, with unlimited end users included in all plans. Volume discounts are available for larger organizations, and billing options include monthly, annual, or multi-year contracts with increasing discounts for longer commitments.
When TOPdesk Isn't Enough: Meet Siit
TOPdesk handles structured ITSM processes well—but its portal-based architecture and department-siloed design can't coordinate workflows across IT, HR, Finance, and Operations. Even with comprehensive ticketing and self-service portals, you're still stuck with the coordination chaos that happens when requests need approvals from three different departments.
Siit solves what TOPdesk can't: turning multi-department workflows into seamless experiences where employees actually work.
- Works Where Employees Already Are - TOPdesk requires portal logins and self-service catalog navigation. Siit's Slack-native and Teams-native service desk lives in the tools employees already use daily. No new interfaces, no portal logins, no training required.
- Agentic AI That Executes Across Departments - TOPdesk handles IT tickets. Siit's AI agents execute complete workflows: pulling employee data from BambooHR, routing approvals to managers in Slack, provisioning access in Okta, and updating compliance records. One request, complete resolution across every system.
- Unified Context Across Systems - TOPdesk makes you navigate different modules for tickets, assets, and changes. Siit's contextualized employee view shows everything—employee records, equipment, permissions, system history—in one place.
- Days to Value, Not Weeks - TOPdesk implementation takes 2-8 weeks depending on complexity. Siit connects through 50+ native integrations and starts automating workflows within days—no extensive configuration or professional services required.
While TOPdesk handles IT operations through ticketing and asset tracking, Siit eliminates the coordination overhead that department-siloed platforms can't touch. Workflows that span multiple departments and require manual handoffs become automated processes where employees get complete resolution in seconds instead of multi-day coordination chains.
Try Siit Instead
Stop forcing employees through portals. Start automating cross-departmental workflows where your team already works.
Book a demo to see how Siit eliminates coordination overhead.
TOPdesk Alternatives
For organizations seeking alternatives to TOPdesk's comprehensive approach, several options offer different strengths and integration capabilities.
- Siit delivers Slack-native and Teams-native service management with AI agents that execute complete cross-departmental workflows—no portal adoption required. Starting at $23/admin/month with unlimited employees.
- Freshservice offers modern UI and strong automation capabilities starting at $29/month, particularly suited for organizations prioritizing ease of use.
- ServiceNow provides enterprise-grade ITSM with extensive customization options, though requires significant implementation investment and technical expertise.
- Jira Service Management integrates seamlessly with development workflows starting at $21/agent/month, ideal for tech-forward teams using Atlassian products.
- ManageEngine ServiceDesk Plus delivers comprehensive ITSM features with strong asset management starting at about $27/month (Professional plan); the Standard plan at $13/month includes basic help desk tools.
