TOPdesk Erfahrungen

Cloud-based software.

Kommentare: It provides spectacular functions that allow you easily customizable construction. The interface is very intuitive. It enables you to automate emails speedily and easily. Its best feature is a self-service portal that helps to remove numerous doubts from consumers and avoids overloading the support staff who can keep their focus on consumers with issues. It provides a clear overview of open incidents. It can create KPI-based reporting. In simple words, it is an excellent tool to obtain information about consumers quickly. It addresses the issues, reports, and replies to the questions speedily. It offers operation management and object management very effectively.

Vorteile:

It helps businesses offer the best services to their consumers. It enables you to create workflows, manage incidents, and keep track of configurations. It's design and installation are simple as compared to other ticketing systems. The customer support is excellent. The API enables you to build incorporations into other tools without dependence on marketplace applications. It enables you to monitor the activities of the department.

Nachteile:

Creating reports is sometimes confusing. Also, creating workflow-based email prompts consumes much time and delays work for a couple of weeks. The events and actions modules are sometimes frustrating especially when triggers do not work. It has some limitations regarding chart building. The change process is confusing and requires regular guidance. It is pretty expensive. The installation process is quite tough. It does not allow users to update their profiles with additional details such as education, contact numbers, and links from social media forums.

Best ITSM available

Vorteile:

TOPdesk is very easy to implement. It can come with a best practice set-up if you like. The consultants I worked with were great but with a bit of learning you can do a lot of things yourself aswell. Compared to some competititors (ServiceNow for example) it doesn't feel like they try to bleed you dry with consultancy hours. Also the asset management module is awesome, fully customizable and API based. And although the actions and action sequences are a bit harder to learn, once you master them the options for automating are endless.

Nachteile:

No cons yet. Although the reports can be a bit meh, but you can connect to PowerBI or something similar through the OData feed.

In Betracht gezogene Alternativen: Planon und Freshdesk

Warum TOPdesk gewählt wurde: ServiceNow is very hard to set up, need (expensive) consultancy for a lot of things and you need to know every process in detail. TOPdesk is far more flexible and easy to implement.

Zuvor genutzte Software: ServiceNow

Gründe für den Wechsel zu TOPdesk: Planon sucks at IT. It's a bit better than TOPdesk on facilities but overall it's just less interesting. Freshdesk lacks basic functionality, they integrate well but I like having everything in one tool.

Customisable incident management

Vorteile:

Very customisable to suit any purpose so we can create many branching categories for escalation and redirecting requests

Nachteile:

Can be a little un wieldy if you have many different categories for end users to find what they need

TopDesk is a ticket system that has very basic functionality.

Kommentare: Gets the job done, but lacks a lot of common features that other ticketing systems have out of the box.

Vorteile:

TopDesk is actively developing its product which is awesome! It is a good ticket system that gets the job done. I have had very little down time.

Nachteile:

They lack a lot of features and functionalities that I grew used to with our old ticketing system. Mass manipulation of tickets is lacking. you can only mark tickets as completed or closed in their system, you cannot transfer to a operator/operator group on mass, or mass categorize. They only recently introduced a chat integration but you have to contract the chat service through a 3rd party so another cost.

TOPdesk: An Extensive ITSM Tool

Vorteile:

Configurability Customizability Support of TOPdesk

Nachteile:

No option to give users/clients a way to create their own account to access the SSP

In Betracht gezogene Alternativen: JIRA Service Management

Warum TOPdesk gewählt wurde: To standardise optimise and automate, while ensuring scalability and ISMS/ISO27001 conformity regarding Change Management and reporting on that

Zuvor genutzte Software: Zendesk Suite

Gründe für den Wechsel zu TOPdesk: Most integration and workflow options compared to the others. Overall best price value

TOPdesk as ITSM tool

Vorteile:

Look and feel, easy to use. Team cooperation

Nachteile:

Some features cannot be customized (saas)

Great value for money!

Vorteile:

Ease of use for end users, process automation and API tooling. Very short lines of communication with TOPdesk support and account managers

Nachteile:

The backend is not quite as intuitive and lacks a few modern features, but improvements are already on the roadmap

In Betracht gezogene Alternativen: JIRA Service Management

Zuvor genutzte Software: ServiceNow

My opinion about topdesk

Vorteile:

How fine and easy topdesk works IT related

Nachteile:

I don't know for now it works perfect for me

Good application

Vorteile:

The ssp is the perfect tool for the end user

Nachteile:

Dont have cons at this moment writing this review

Best work ever did

Kommentare: Nover done this kind of nice work in my life and I did a lot in ICT functions.
But daily working with Topdesk is the most great work I ever did. In all parts.

Vorteile:

The way topdesk can let you organize all processes and flows and forms. all issues can be adressed and disturbance is unknown.

Nachteile:

In the flow developping is no visual sign appearing when 2 people are working together in the same flow.

Super Functional Tool For Ticket Management

Vorteile:

This was a very big jump from our previous Service Desk management tool. It is very fast, has many features, is easy to use and has many different escalation routes. This helps in collaborating without having to start explaining things from the beginning. One of the features which I really love, is the ability to prioritise and categorise workload. The deadline function is also super helpful as it allows you to see when something needs to be seen to urgently. Finally, I love the fact that the search feature is very dynamic and very fast which enables analysts to search very quick for a ticket.

Nachteile:

The worst part about topdesk, is learning how to use it. Most people will love their experience with using it, however, getting to grips with it can be daunting and off putting. There is no easy way out though and it does require very basic minimal technical knowledge.

Review TOPdesk

Kommentare: I have been using TOPdesk for almost 2 years now. TOPdesk is very easy to use and the functionalities speak for themselves. Creating a ticket in TOPdesk is easy. In addition, you can design TOPdesk entirely according to your own taste. Changes are therefore made in no time. You also have the option to generate reports. This is very easy to check and improve your own services. I enjoy working with TOPdesk with great pleasure and ease.

Vorteile:

TOPdesk is very easy to use. The software is full of useful functionalities. In addition, it is possible to retrieve the correct data from TOPdesk. Furthermore, the TOPdesk developers are continuously working on improving the product. This is very nice. TOPdesk is suitable for both large and small companies.

Nachteile:

After the last update, TOPdesk has some preformance problems. However, the developer is busy fixing this and they are well on their way.

YOUR helpdesk package from a company who makes their helpdesk YOUR helpdesk

Kommentare: Topdesk has helped us to ensure we meet all aspects of our SOX compliance around incident and change management.

Vorteile:

Topdesk is a very flexible modular helpdesk application, for which I not as of yet found limitation with. The support team encourage you to adapt the system to complete new activities they have not as of yet thought of. The API and flows support built in by default make this a very powerful system

Nachteile:

In all honesty, the only con, is that I cannot think of a con at a moment

Helped us to improve customer experience and team workload at the same time

Kommentare: Self service to help staff help themselves. Better visibility of change status and Service desk that now feels better equipped to deal with incoming tasks and still has headspace to turn those into good KB pages to share knowledge within the team and with the end users.

Vorteile:

Self service portal flexibilty, the designer lets you set this up to look how you want it to rather than forcing you into a default look and feel. You can customise it so much you will never run out of things to do with it.

Nachteile:

Time it takes to learn the package as there are so many options. Sometimes it takes a while to remember where the option you are looking for as the admin is. Also sometimes things change on the SaaS environment and we missed the update notice and had to contact support to figure out what had happened to a fearure. Now look at the update feed so we are ready for them.

Great support

Kommentare: TOPdesk is an user friendy application. Continuously innovative

Vorteile:

The consultants has a lot of knowlodge. They response quick on the quistions we have.

Nachteile:

We have no issues with TOPdesk.TOPdesk is a good product

TOPdesk review Dec 2023

Vorteile:

Overal usability and functionality. Adaptebility

Nachteile:

Not able to use ritch text and copy/paste pictures

TOPdesk Change Management

Kommentare: Registration of a lot of company assets.
Loan registration
Automate processes for tasks for operators in TOPdesk

Vorteile:

Change Management is a nice product for automate processes for onboarding for new Employees en company Assets

Nachteile:

To set your specific function is sometimes difficult. With help of TOPdesk support you can set a lot of functions. They are very helpfull.

TOPdesk still on top?

Kommentare: Although TOPdesk offers everything you would expect from an ITSM tool, and has proven itself over the years, i feel like it has been surpassed by their competitors, which offer a more modern experience for both users and administrators.

Vorteile:

TOPdesk has been one of the most used tools of its kind for quite some time, and offers all functionality that you would expect.

Nachteile:

The look and feel of TOPdesk are not as up to date as their more modern competitors.

Great package, helpful consultants and potential for you to develop into a joined up SM system

Vorteile:

Flexibility to deliver virtually all we need by way of ITSM. Configurable, but stable SaaS. Fab self-service environment.

Nachteile:

Niggles about reporting, but that's more likely to be user error. Still not 100% integrated with MS Exchange to share calendar appts for example.

Great tool for big and busy businesses, to make sure every todo is being taken care of

Vorteile:

Managing tasks, getting things done and trusting your lists are a big part of why I like this. It offers so many functionalities and is still easy to learn. I also love that it's SaaS.

Nachteile:

Although it's easy to learn, it's hard to master. We are missing some integrations, but we have yet to find a better software than this.

Good basic IT ticketing system

Kommentare: It is probably best suited for smaller companies without a need to advanced routing. TOPdesk looks to be continuing to develop more modules. It would be helpful to see more focus on optimizing the core application, including a mobile app to make it even easier for employees to log trouble tickets when they need to.

Vorteile:

The ticketing application was relatively quick to set up and deploy. It is easy to use by employees. It allowed employees to log trouble tickets via a button on our intranet rather than needing to remember a different application to visit.

Nachteile:

The application is not flexible in terms of setting up workflows. There is a change management feature that seems underdeveloped and did not prove value-added to deploy.

TOPbest!!!

Vorteile:

The ease to learn the basics of the software

Nachteile:

Sometimes i am missing some documentation about certain cases. But overal i can find what i need else i will contact the service desk.

its versatility and the quality of services

Vorteile:

Wow, a company like TOPdesk does not deserve anything other than good reviews, as a client I'm really satisfied, I'm sure that in the field of help desks stands out a lot and is one of the best, its versatility and the quality of services are indisputable.

Nachteile:

I really do not have any complaints to give, on the contrary, only excellent comments, I'm very happy, 100% recommended.

Very good work

Vorteile:

Very good work done by TOPdesk leaves me in no doubt that it is one of the best companies currently in the field of help desks.

Nachteile:

I'm really leaving without any complaints, very happy with the best service that they gave me. Excellent, highly recommended.

Maybe the best Ticket System

Kommentare: Excellent

Vorteile:

It looks fantastic! Probably the best-looking Ticket System on the market.

Nachteile:

Kind of hard to set up and maintain. Imports are done by Scripts.