TOPdesk

Vorteile

Flexibilty and ease of use for endusers.

Nachteile

Sometimes to much flexibility and thus complex to manage.

Vorteile

Simple user interface and easy to implement with minimal prior knowledge.

Nachteile

Back end can be a bit clunky and limited in terms of analytics. Best solutions is to push data out to analyse. The options for personalising the self-service portal are somewhat limited.

In Betracht gezogene Alternativen

Gründe für den Wechsel zu TOPdesk

Vorteile

I like the Change module in topdesk and the different things that u can do with it

Nachteile

When different people work in the same card

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

Warum TOPdesk gewählt wurde

Zuvor genutzte Software

Gründe für den Wechsel zu TOPdesk

Vorteile

Simple to use, lot's of easy to use buttons to navigate. With templates and best practices

Nachteile

It's just a platform that simplifies life at the IT service desk. People can drop their requests and tickets and the IT service desk can solve them. For assetmanagement is this platform not good enough.

Vorteile

Implementation and amendment in the way you (and your organisation) you like

Nachteile

The windows are changing, so you cannot use your printscreens anymore

Vorteile

It's a very stable application and there's a good ondersteuning

Nachteile

Some of the modules are not very userfriendly

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.

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

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

Zuvor genutzte Software

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

Vorteile

The ssp is the perfect tool for the end user

Nachteile

Dont have cons at this moment writing this review

Vorteile

Overal usability and functionality.
Adaptebility

Nachteile

Not able to use ritch text and copy/paste pictures

Vorteile

The simplicity of working with it and what you can with this.

Easy in use.

Nachteile

Working in background is not always easy.

Vorteile

Fast and simpleOn-demand version available, reducing TOCSeparated e-mail update sending and ticket commentingAbility to create private commentsReasonable price per "agent"Customizable fields even in the data management partDelegation, access management and multi-level are usefulCan connect an e-mail address for processingSimple text editing

Nachteile

Simple layout, too simpleSome features are not available, like mass ticket movingAttachments and screenshots can not be embeddedMay charge you for additional featuresCodes, features coming from the centre3rd party tool integration would be a plusCustomer management could be betterRivals know more, not necessarily on a higher price

Vorteile

The software is easy to use and is modular, which means that you can build your Service Management processes, as and when you require them, especially when you are building new ways of working into your business. If you simply want Incident and Problem Management without Asset Management / Configuration Management / Change Management etc etc, then you can simply use and pay for what you need and then build your software solution, as your Service Management processes mature. The software also gives the user community the opportunity to log requests & incidents via a self service portal which is useful if you want to capture all requests without providing constant 24 hour support. There is also a Knowledge Base which can help the user community to self help on common issues / queries. The software has evolved from a business who live and breathe service and understand customer requirements. The software is supported by consultants who not only understand their own business but take a great deal of time to understand your business - to the point were they feel part of your business. New features are available in stand alone mode when they are being Beta tested (TOPdesk Labs ) before they are released to their customers - They do not simply merge new features into their mainstream products. TOPdesk is a quality solution, supported by quality people and at a very affordable price.

Nachteile

There are no real negatives with regards to the software. Sometimes creating the reports can be confusing but help is always at hand and once you have written a couple of bespoke queries, it becomes very easy with raw data exports available to create your own charts and report packs.

Vorteile

Extensibility and integration options.
Takes an uncomplicated approach to service management.

Nachteile

Built-in reporting.
No serious attempt to support Release or Deployment.

Vorteile

Ease of use, plenty of self help guides and support, they are always introducing new features and actually listen to its customer base, which to a greater extent drives their development of the products.

Nachteile

Having to invest in extra modules.
Setting up the actions and events

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

Vorteile

TopDesk is easy to use and easy to get other teams up and running using it. We also find it easy to admin.

Nachteile

The reporting could be better. I've seen other colleagues using other systems with better reports. Note: this may be symptomatic of the way we use TOPdesk rather than the tool!

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.

Vorteile

Self-service Portal is very good, particularly with the latest version. If you populate the knowledge base well, users can often find the help they need before needing to raise a call

Nachteile

The tools for configuring events and actions need improving, especially the tool for events which, whilst very powerful, is cumbersome to use when configuring event criteria

Vorteile

What appealed particularly was the Tabbed GUI. This makes working on Parallel tasks much easier. In addition the comprehensive feature list covered both the needs of out IT SUpport Team and our Facilities team.

Nachteile

The restriction to just 2 levels of an item. e.g. Main and Sub Category, Branch and Sub Branch. However we have manage to work around it.

Vorteile

Flexibility within the tool, vast array of modules.

Nachteile

Project management could do with expansion to support more agile approach

Vorteile

The UI of Topdesk is one of the best & modern UIs that I have seen, the ability to have tabs within a single Topdesk page helps operators to have multiple calls open simultaneously. The API provides an easy way for bulk updates to items in TopDesk to be applied.

Nachteile

Duplication of workflows for events and actions between 1st and 2nd line call management, would be nice to be able to have shared events/actions that are consistent between both 1st & 2nd line calls.

Vorteile

Goed doorontwikkeld standaard pakket, makkelijk te implementeren, maar uiteindelijk goed af te stemmen op specifieke behoeftes

Nachteile

Self Serviceportal mag een betere integratie hebben met het behandelaarsgedeelte, bijvoorbeeld het tonen van standaard opzoeklijsten aan de voorkant ipv alleen aan de achterkant.

Vorteile

Gebruikersgemak en eenvoud in gebruik maakt het prettig om mee te werken.

Nachteile

Soms moet je wel veel klikken om bij het resultaat te komen.

Vorteile

Het is makkelijk en handig in gebruik.
Veel mogelijkheden tot uitbreidingen en opties die r mogelijk zijn.
Werk perfect bij een wat grotere servicedesk.

Nachteile

Zo nu en dan is het even zoeken maar naar mate je het meer gaat gebruiken word het steeds makkelijker en leuker.

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.

Vorteile

totaaloplossing voro ITSM, CMDB en meerdere afdelingen

Nachteile

API mogelijkheden verschilende per module en opmaak(lay out) beperkingen van SSP en Kennisitems.

Vorteile

Simpele inter interface. Kan snel vinden wat ik zoek en waar ik moet zijn.

Nachteile

Als het niet goed geïmplementeerd is kan het voor de eindgebruiker ingewikkeld zijn.

Vorteile

Het Selfserviceportaal, dit is 24/7 beschikbaar. Andere vergelijkbare systemen hebben dit niet of minder uitgebreid.

Nachteile

Nog niet alles is via export/import over te zetten van de testomgeving naar de productieomgeving.

Vorteile

Het samen uitdenken, inrichten en implementeren van het SSP. Consultancy dagen zijn altijd leuk.

Nachteile

Dat de module Meerjarenplanning ons vrij recent verkocht is. Deze module hebben wij nu volledig gevuld en in gebruik. Echter blijkt nu dat deze module niet meer ondersteund wordt door Topdesk.
Het verdwijnen van de functie checklists is erg jammer.

Vorteile

Bringing all the different features together to manage almost an entire environment

Nachteile

GUI is sometimes a bit unclear to find some options

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

Warum TOPdesk gewählt wurde

Zuvor genutzte Software

Gründe für den Wechsel zu TOPdesk

Vorteile

Look and feel, easy to use. Team cooperation

Nachteile

Some features cannot be customized (saas)

Vorteile

De registratie van de meldingen en dus je taken. De hoeveelheid informatie die je kwijt kunt op het SelfService.

Nachteile

De hoeveelheid informatie die je kwijt kunt is soms ook een nadeel voor je beheer. Er zijn functionaliteiten die alleen voor iedereen aan kunnen of uit.

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.

Vorteile

Veelzijdig, modulair opgebouwd en ondersteunend in automatisering

Nachteile

Misschien ook wel de veelzijdigheid, er kan vanalles maar niet alles werkt even handig

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

Vorteile

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

Nachteile

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

Vorteile

Dat TOPdesk constant verbeterd wordt. Fijne support

Nachteile

Wij hebben problemen met meerdere afdelingen in TOPdesk vanwege ons gebruik met filters.

Vorteile

La cosa migliore di TopDesk è l'interfaccia intuitiva e facile da usare, che consente di navigare agevolmente attraverso le varie funzionalità e processi. La piattaforma fornisce una vasta gamma di funzionalità, tra cui la gestione dei ticket, la catalogazione dei servizi, la gestione delle risorse e la creazione di report, che possono essere personalizzati per soddisfare le esigenze specifiche dell'organizzazione

Nachteile

Pochi aggiornamenti relativi a nuove funzionalità rilasciate da TopDesk

Vorteile

Onderling koppelen van meldingen, wijzigingen, objecten, assets, etc geeft makkelijk totaaloverzicht.

Nachteile

Duurt even voordat je alles onder de knie hebt.

Vorteile

How fine and easy topdesk works IT related

Nachteile

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

Vorteile

Easy to use and implement. Easy to get support

Nachteile

At the moment I really could not say that

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

Vorteile

Self Service Portal works perfect for users

Nachteile

Combination of workflows to 1 change does not work

Vorteile

Eenvoudig in gebruik. Overzichtelijk dashboard.

Nachteile

Migraties naar ander OS is bij een complexe organisatie tijdrovend.

Vorteile

It is easy to make your own environement.

Nachteile

Nothing really! We are very happy with the use of the modules we use.