TOPdesk Named Top-Tier Software Vendor by APPS RUN THE WORLD in the APPS TOP 500 Market Report

TOPdesk Strengths, Domain Expertise, and Key Differentiators

TOPdesk’s competitive advantage lies in its intuitive, cost-effective service management software that requires minimal programming or consultancy, speeding implementation and reducing total cost of ownership. Its deep domain expertise—evident in partnerships with over 23% of UK universities, including Heriot-Watt and Kent—enables tailored solutions for academic challenges like student onboarding and IT support. A comprehensive product suite covering incident and asset management, self-service portals, and enhanced by conversational AI from Ebbot, delivers intelligent automation and predictive analytics.

TOPdesk Recent Developments

In early 2025, TOPdesk rolled out several product updates to enhance user experience and operational efficiency. The introduction of the Connections feature allows for secure management of authentication details in automated actions, reducing the risk of credential misuse. Updated file maintenance settings enable automated deletion of outdated files, aligning with TOPdesk’s participation in Digital Cleanup Day 2025 on March 15, which highlighted its commitment to sustainable data management. Additionally, the modernized Task Board, featuring new filters and a compact table view, improves task prioritization and visibility for users. Other enhancements include improved Knowledge Management workflows, new person import features, and advanced asset management tools, reflecting TOPdesk’s focus on addressing customer feedback and industry trends.

TOPdesk Customers in ARTW Customer Database

Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying TOPdesk applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of TOPdesk and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified TOPdesk ITSM software customers.

TOPdesk Key Enterprise and Cloud Applications

TOPdesk ITSM software

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TOPdesk Direct vs Indirect sales

TOPdesk Customers - Breakdown by Geo, Size, Vertical and Product

List of Verified TOPdesk Customers

No. of TOPdesk Customers: 4500

No. of TOPdesk Enterprise Applications Customers: 4500

No. of TOPdesk Cloud Customers: x

No. of TOPdesk Cloud Subscribers: 15 million

TOPdesk boasts a diverse and extensive customer base, serving over 4,500 organizations across 45 countries as of March 2025. With more than 15 million supported end-users and 300,000 daily users, the company caters to a broad spectrum of industries, including government, education, and business sectors. Notable clients include elis, Noorderpoort, the Welsh Government, CALOR, University of St Andrews, and University of Edinburgh, reflecting TOPdesk’s ability to meet the complex service management needs of both public and private entities. The company’s strong presence in the education sector is particularly noteworthy, with tailored solutions for higher education institutions that streamline IT support, asset tracking, and student services. Its high customer retention rate of 98% and a Net Promoter Score (NPS) of 35 underscore the trust and satisfaction it has cultivated among its clients. TOPdesk’s ability to serve such a diverse and global customer base highlights its scalability and adaptability, positioning it as a reliable partner for organizations worldwide.

TOPdesk Market Opportunities, M&A and Geo Expansions

TOPdesk is well-positioned to capitalize on several growth opportunities through strategic partnerships and global expansions. Its collaboration with Sensorla, initiated in April 2019, has facilitated market entry into Asia, offering customized ITSM and Facilities Management solutions tailored to regional demands. This partnership enhances TOPdesk’s ability to address the unique needs of Asian markets, expanding its global reach. The appointment of Ebbot as TOPdesk’s inaugural Gold Partner marks a significant step toward innovation in service management. By integrating Ebbot’s conversational AI expertise, TOPdesk aims to refine service delivery, offering personalized customer experiences and streamlined operations. This collaboration aligns with industry trends toward AI-driven automation, positioning TOPdesk to meet evolving customer expectations. Global expansions, such as the new office in Melbourne, Australia, and the relocated facility in Kaiserslautern, Germany, reflect TOPdesk’s commitment to strengthening its presence in key regions. These purpose-designed workspaces are intended to foster collaboration and innovation, enabling TOPdesk to better serve localized markets while maintaining a cohesive global strategy. These initiatives provide TOPdesk with opportunities to deepen customer relationships and expand its market share in high-growth regions.

TOPdesk Risks and Challenges

Despite its strong market position, TOPdesk faces several challenges that could impact its growth trajectory. Internally, the integration of new technologies, such as AI and advanced automation, poses risks related to system compatibility and data security. Ensuring seamless implementation without disrupting existing operations is critical to maintaining customer trust. Externally, TOPdesk operates in a highly competitive service management software market, with rivals like ServiceNow and Freshservice vying for market share. Continuous differentiation through innovation and superior customer support is essential to stay ahead. Additionally, the complexities of entering diverse regional markets present go-to-market challenges, including navigating cultural differences, regulatory requirements, and local competition. TOPdesk must develop tailored strategies to address these complexities and sustain its global expansion.

TOPdesk Ecosystem, Partners, Resellers and SI

TOPdesk’s ecosystem enhances its service management capabilities through strategic integrations and partnerships. Its Marketplace facilitates seamless connections with tools like Microsoft Graph and Entra ID for secure access management, Jira for streamlined IT-development workflows, and Flexwhere for hybrid workplace solutions. Partnerships, including with MySQL AB, strengthen its technological foundation, ensuring scalability. A comprehensive API enables custom integrations, offering flexibility to meet diverse organizational needs. This interconnected ecosystem supports TOPdesk’s global operations across 45 countries, driving innovation and adaptability.

Research Methodology

Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.

Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).

For additional information on our methodologies, here's the link: