TOPdesk – Bewertungsseite 2

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.

Vorteile

Easy tooling to understand for new users.

Nachteile

Modules can be difficult to manage without expedience.

Vorteile

Goed systeem om je incidenten, meldingen en wijzigen te verwerken

Nachteile

Het inrichten van actiereeksen is wel een specifiek iets, dus soms lastig uit zoeken hoe dit werkt

Vorteile

De meeste modules zijn makkelijk in te richten

Nachteile

Wijzigingsbeheer. Verschillende manieren van afsluiten voor eenvoudige en uitgebreide wijziging

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.

Vorteile

That we should not have a server standing with ourselves

Nachteile

Don't feel there is any support whatsoever for the product. You have to constantly update your browser or close and open your browser as it times out all the time. It is difficult to set up the system the way you would like it to. Not easy to find your way around the system.

Vorteile

Me permite gestionar incidentes, hacer seguimiento de los mismos,gestionar recursos IT, supervisó la red,puedo dejar al cliente en un portal de autoservicio, herramienta muy completa

Nachteile

No me ha disgustado nada, como digo es muy complet

Vorteile

Many modules which means that Topdesk can be widely used in the company

Nachteile

in asset management, for example, there are still some points that could be improved, but Topdesk is busy with this, I'll keep an eye on the roadmap.

API connection with other systems is not yet possible for all modules.

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.

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.

Vorteile

The self-service portal is very configurable. We have setup a nice look self-service portal that gets improved over time. Having used TD for many years, we have seen it grown over the years and like it.
The SSO option is available and as many people use it daily it is almost a must to use it. Setup of it was relatively easy.

Nachteile

We have a useability issue with Firefox and the operator console where an "X" character is not recognized. This will be solved by an update, but in the meantime it is annoying.
I don't like the default search option of "Fuzzy". I always use the quotes around a search term to disable that. I would like the default be changed or at least configurable.

Vorteile

Topdesk can be as simple or as complex as you want / need it to be. It's ideal for small companies to large organisations, it will take it all in it's stride.

Nachteile

I still find the idea of having to use third party software for complex reports. The reporting side is not its strong point.

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.

Vorteile

Easy and intuitive to use, easy to model for your needs, with many modules available. Can be used across the business Function: IT, HR, Admin, Soft FM, Hard FM and with excellent asset management, room bookings and reception services. The Help Line staff go out of their way to support. Mobilisations or start up Help Desks are also supported with excellent consultants that lead a team through the setup up and training. The Workaid module allows two way communication directly with suppliers and sub contractors whether they have TopDesk or not. Regular seminars/conferences held to address innovation and to allow networking across different business sectors to allow best practice to promulgate.

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

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.

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

Vorteile

The self-service portal is very useful for users to make forms and manage accidents. With TOPdesk we create the forms for new workflows. We can know the problems of users and we can answer any questions from customers. It is very easy to use and has a very simple configuration.

Nachteile

Currently we have no complaints about TOPdesk. It is perfect to be able to offer help to clients (quickly). It adapts to our needs. It is very efficient and simple to use for accident management.

Vorteile

It's very easy to tweak the software to make it work in line with your current processes. It helps shape them so everyone can easily follow guidance and procedures.

We currently use Incident, Problem, Change and Operations Management successfully and are very excited about continuing to improve our processes with such a knowledgeable partner at our side. Our audit rating and maturity levels continue to get better and better as a consequence as well.

Nachteile

Of course there are times that we'd like to do something that the software isn't quite capable of doing yet, but the labs team is constantly looking at new trends and often there is already something in development. If that is not the case the consultants are great in helping us develop workarounds.

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.

Vorteile

TOPDesk is wat mij betreft één van de fijnste ticket systemen waar ik mee heb gewerkt. Gebruikers kunnen eenvoudig tickets loggen, waarbij ze toch gedwongen worden de benodigde informatie mee te sturen. Daarnaast werkt de onderliggende workflow erg prettig om tickets te verdelen naar de juiste personen.

Nachteile

Kennisitems zijn niet altijd zichtbaar voor alle gebruikers. Het is mij niet duidelijk waarom dit onderscheid wordt gemaakt.

Vorteile

It's so easy to customise and configure. Using this product we have developed a self-service portal showcasing multiple services from various departments, not just IT services. TOPdesk has made it possible to streamline our service provision, and automate some of the call management. Our self-service portal is regularly achieving over 75% entry.

Nachteile

It's difficult to find something I don't like but maybe I would like to have more text formatting tools.

Vorteile

Mogelijkheid voor web en desktop variantMogelijkheid voor raportage en analyse

Nachteile

Verschillende modules moeten appart gekocht worden.

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.

Vorteile

- Follows the ITIL model
- Has a number of flexible modules which link together
- Allows different teams to be separated within the same system
- Almost completely administered via web interface

Nachteile

- Can be tricky to get set up and to maintain as there are lots of settings and configurations to be aware of
- Form designer is a bit limited and the advanced custom form development tool is difficult to use
- A couple of elements of the product still need to be administered via an external tool

Vorteile

Easy to create workflows so that you can follow a process from start to finish

Nachteile

No drag and drop for adding files to incidents

Vorteile

Easy to use and gets you a clear overview over support cases.

Nachteile

Some missing features, such as being able to easily assign several cases to a specific supporter/agent at once.

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.............

Vorteile

The creation of tickets and the overal feel of topdesk isn't too difficult. Also the automatic importing of mails is a nice feature

Nachteile

reporting is a bit difficult at times and you don't always know what categories to include

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.

Vorteile

so easy to use.. have used servicenow/remedy etc and this has all of the functionality they have whilst being a lot more individually tailorable

Nachteile

nothing yet, we have been very happy with all aspects of the software

Vorteile

It's a simple digital place to create "incidents" for each product test and maintain customer records per incident which can either be available to or hidden from the customer.

Nachteile

TOPdesk is limited in what kind of documentation it can hold. We cannot include and manipulate all the files we need to work with. It's a placeholder for items and info., not a space for working on them.

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.

Vorteile

TOPdesk provides a simple tool for Service Management provided your organisation has good processes in place ... or even some processes!!
For Operators it is easy to use and the KB is excellent. For end users the SSP is superb, delivering an intranet style webspace whilst easing the role of Service Desk Operators.

Nachteile

HTML in emails!! Pleased to say that this is something that TOPdesk appear to be addressing. The lack of customisation for operators is frustrating

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.

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.

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.

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.

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.

Vorteile

Simple and clear call management.
Flexible and highly customisable asset management and SSP.

Nachteile

Some settings are buried deep within the menu structures - can make it tricky to locate the one you need.

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

Vorteile

One of the most exciting and innovative products that I reviewed and now regularly use across over 16 site and many staff. Software is simple to use on the surface but hides a raft of features that are easy to enable and powerful for reporting purposes.

Nachteile

The lack of support for the 24 hours calendar.

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

Vorteile

Scalable professional software that is highly intuitive

Nachteile

Nothing, it is one of the best software suites I know in this branche

Vorteile

I like the asset management feature a lot, but probably like the overall ability to service customer requests as easily as possible the most.

Nachteile

Nothing to dislike at all. It works about as well as any software I've used before.

Vorteile

Well structured design and look-and-feel.
Graphical overview with parent-child relation.
ITSM functions for configuration management, incident management, problem management and change management. Self service portal designer.

Nachteile

Very specific pointed towards the IT world, such as for a printer defect. But not the ideal solution for a more general type of ITSM application.
Company sells software license and necessary consultancy services on top of this.

Vorteile

Makes our organisation more efficient and the wider business found it really easy to adapt to with relatively little training.