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.

TOPdesk as ITSM tool

Vorteile:

Look and feel, easy to use. Team cooperation

Nachteile:

Some features cannot be customized (saas)

Topdesk review

Kommentare: Overall I am very satisfied with the use of Topdesk. There is also internally satisfaction, and even more departements ate being connected.

Vorteile:

Creating and following requests works great. Also the self service portal is very useful in the organisation to submit a request to the correct departement.

Nachteile:

Configurating the Self Service Portal could be more flexible. For example field becoming visible on other fields and the formatting of fields.

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

Keep up the good work, and keep improving

Kommentare: Overall I have great experiences with Topdesk, like I said the software has a lot of possibilities and the people are kind and very helpfull.

Vorteile:

The allround possibilities than other ticketsystemproviders.

Nachteile:

Knowledgebase system is decent but can use a lot of improvements. For example paste images into a item.

Saas Topdesk

Vorteile:

It's easy to use, very user friendly and to configure flows and design a self service portal.

Nachteile:

That features to connect topdesk with azure are not standard

TOPdesk review

Vorteile:

User-Friendly Interface, costumTion, Customization automation, SSP, knowledgement system.

Nachteile:

Customization Complexity. Overly complex customization requires additional time and resources.

User focused on Self service portal and tickets

Kommentare: Building the self service portal for the store and managing the tickets is an good job where you can manage creativity and skills. I see the possibylities but because shortage of knowledge not always executable

Vorteile:

possibylities are endlless, for the person who report easy in use

Nachteile:

new features and suggestions not always top of mind to share. Now the roads to walk are not clear

From early engagement to beyond our successful full implementation, a thoroughly positive experience

Kommentare: It has overall been a really exceptional and rewarding engagement of a software supplier and implementation of their tool.

Vorteile:

Easy to use UX, end-user focused and people-centric, fabulously engaging and innovative implementation consultants, modular building blocks, value for money offering, usable as a cross-organisation service desk, builds upon and improves existing rigour, attracts and converts even the digital wary, brilliant ongoing support and account management ... with us for the journey.

Nachteile:

Although TOPdesk already offers many APIs and integrations, there are some of our more obscure legacy software that required new integration developing, however this is not really truly a representation of TOPdesks very comprehensive offering

That is possible in TOPdesk

Kommentare: When I started at my current employer, I said for a year "that is possible in TOPdesk." If for example. someone asked for an overview of the status off tickets or Assets. After a year we purchased TOPdesk, which supports our daily work well. And provides much more structure and overview.

Vorteile:

You get an overview of your assets and repairs and their status. Because everything is connected, you can easily make a list of whatever you want.

Nachteile:

Integration with email is difficult between TOPdesk and the system administrator of our company. And that's why it still doesn't work

Worth a try and certainly a look

Vorteile:

Easy to use and implement. Easy to get support

Nachteile:

At the moment I really could not say that

TOPdesk review Dec 2023

Vorteile:

Overal usability and functionality. Adaptebility

Nachteile:

Not able to use ritch text and copy/paste pictures

Great Application for overall use!

Kommentare: Perfect tool for incident and change management with a great Selfserviceportal

Vorteile:

Self Service Portal works perfect for users

Nachteile:

Combination of workflows to 1 change does not work

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.

IT Services and Technical Support technician/Team leader

Kommentare: Its great for logging incidents and requests. The Self service portal is easy to use for customers, and can be used in any organizational process.
We have been using this product since 2008 and it has improved with each version. We hope to eventually move to the SAAS version.
The New Asset Management module has been a great innovation and is very simple to set up and configure.
Overall this product is easy to use and will support all processes that an organization may use.
This product is constantly under development and it's great that they actively encourage their customers to help in its development.
Customer support is second to none, and they are always polite and professional.

Vorteile:

It's ease of use, not just for the customers, but for operators too. Its easy to customize for your organization. Constantly under development and they listen to the requests of their users. The New Asset Management Module is easy to use and customize. This has been a great innovation and development. Great customer support, which is really important.

Nachteile:

Its modular based and this can bump up the initial price if you require other modules. The Actions and Events module needs a steep learning curve to learn and use properly, and can at times be very frustrating when triggers don't work properly. The Forms module has been a great free addition, but it needs more work on to be fully functional, templates could have been provided. Change Management module can be very daunting to use.

Service excellence experts - supplier as a business partner

Kommentare: TOPdesk are beyond that of a supplier and more a business partner that many other suppliers could learn a lot from. They provide awesome support backed up by knowledgeable staff / consultants who share your desire for service excellence.

Vorteile:

Does what is says on the virtual tin - the modules are well designed and fit for purpose and allow for customisation's when rarely needed. The software can grow with your own needs as and when needed making it a great return on investment and is not limited to 'just a insert team name here' system allowing for integrated processes and oversight end-to-end. The expansion into allowing microservices to bolt onto TOPdesk via the marketplace only add more value.

Nachteile:

Its very minor but being able to save a complex form component - it would be great to save a small number (3 max) of complex built form components that can be re-used on other forms rather than having to rebuild it each time its used. e.g. long drop downs just for speed, consistency and efficiency.

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.

Training at Manchester office

Kommentare: Great, all the staff at TOPdesk were helpful and keen to ensure we achieved our goals.

Vorteile:

Attended the Manchester office for training to improve our knowledge of the system. Will was an excellent tutor who explained the system in simple terms at an acceptable pace. The software is extensive and simple to navigate where we were able to find solution to all the tasks such as standard forms for easy entry of issues and requests along with the production of reports.

Nachteile:

Nothing that I can think of.............

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.

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.

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.

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.

TopDesk Review

Kommentare: The ability to manage two separate departments under one helpdesk system. TopDesk has allowed us to easily create a two department structure for managing work load and has also helped in the developed of Trust wide projects.

Vorteile:

Easy to use Tabbed cards allowing you to work on multiple tickets at one time Clear module structure and interfaces Ability to link different cards under one module

Nachteile:

No 24hr clock when regional setting is set to GMT Linking two calls together auto generates a major call which is not always suitable

Good versatile product

Kommentare: TOPdesk was to consolidate several systems we used across the group into one single source for all our IT Support needs. It has done this very well. The ability to have a self service portal and knowledge bases are great features we are building on a lot.
The imeplementation was very good, straightforward, simple and no post implementation issues.

Vorteile:

Great functionality, only pay for what you need. Straightforward, excellent implementation, up and running quickly and easily.

Nachteile:

Nothing so far, all has met or exceeded expectations