TOPdesk features

What’s in store for your service desk?

See which TOPdesk features you need for better service management

On this page: Basic ITSM services Standardize processes Omnichannel support Analytics & Insights Facility Management

Basic ITSM services

Lessen the workload for your IT helpdesk

Tame the chaos at your service desk with our ITSM software. Help your IT team handle tickets, share knowledge and solve problems faster. Simple, modern design makes it easy to use for agents and end users alike.

Save time helping customers: let end users submit and track tickets, and find answers to common questions 24/7.

Share solutions with fellow agents and increase self-service by publishing FAQs and standard solutions.

Easily share, prioritize and assign tickets within your IT team the agile way.

Stay on top of your IT team’s availability and workload.

Connect TOPdesk with your favorite tools thanks to our 90+ integrations, or create your own with the TOPdesk API.

See which company assets you have in the graphical overview, from access passes to company cars.

The TOPdesk app allows you to complete tasks while working on the go.

Standardize processes

Standardize your service delivery with ITIL-based processes

Automating your processes lets you work together with other departments, spend less time on routine tasks, and improve your team’s efficiency. The result? You'll stop firefighting and exceed customer expectations.

Easily manage workflows and changes within your organization, with features like the change planner and automated notifications.

Pinpoint the underlying causes of structural problems within your organization by analyzing calls.

Automate and stay on top of your operational activities, such as checking backups or preventative maintenance.

Schedule and manage projects effortlessly, and run projects according to standards such as Prince2.

Easily connect with third-party tools and APIs, and process this information in TOPdesk automatically. Or create your own action sequence for complex workflows.

Set up action triggers for executing files and automated email notifications, helping you communicate smoothly with end users.

Scan your rooms and their assets to make sure your CMDB is up to date. Generate barcode labels from your registered assets without any effort.

Omnichannel support

Offer omnichannel support for a great customer experience

Help customers engage with your service desk, when and where it’s right for them. From the self-service portal to chat: your channels are connected, so you can easily get all information in one place.

More about this feature omnichannel support

Import emails from customers and turn them into tickets automatically, saving you time and resources.

Offer end users such as citizens or students a portal where they can easily get your help.

Design your own forms for requests in the Self-Service Portal, and get exactly the information you need from your end users.

Share which services you provide, the terms and conditions, and let customers easily request your services in the Self-Service Portal.

Get your customer’s feedback with surveys, so you know where to improve your custom experience.

Help customers through WhatsApp, SMS and Chatbots thanks to our integration options.

Analytics & Insights

Get smart about your service delivery

Access metrics to measure your department’s performance and improve your services where needed. Learn how to take small, continuous steps and help your team make low-effort, high-impact advancements to your processes.

More about this feature reporting capabilities

Create one dashboard for all your processes and get a sense of how your department is doing.

Add KPIs to your dashboard and visualize metrics like response time and customer effort scores.

The user-friendly Report Wizard lets you create a new report in five easy steps, from extensive graphs to pie charts.

See how long it takes for your customer requests to be picked up and processed, and identify bottlenecks with ease.

Facility Management

A world of overview for your facilities department

Give your facilities department one easy-to-use tool for all their tasks, from monitoring work orders to scheduling important repairs.

Manage your rooms, services and assets for all reservations with the easy-to-use scheduling tool.

Keep an eye on which visitors you’re expecting and which are present in your building, helping you improve service levels and security.

See which items and objects are purchased and by whom, and let colleagues place their own orders via the Self-Service Portal.

Manage, schedule and budget planned long-term maintenance with ease.

See which cars you have, who’s driving them, when lease contracts expire and which repairs are done.

Record all your keys and access passes, and see who is using them.

See which company assets you have in the graphical overview, from access passes to company cars.

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