TOPdesk

Cloud-based software.

Kommentarer: 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.

Fordele:

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.

Ulemper:

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.

Keep up the good work, and keep improving

Kommentarer: 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.

Fordele:

The allround possibilities than other ticketsystemproviders.

Ulemper:

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

Topdesk is overall good to work with

Kommentarer: Its good my overall experience espacially the Change module and the variaty in topdesk

Fordele:

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

Ulemper:

When different people work in the same card

User focused on Self service portal and tickets

Kommentarer: 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

Fordele:

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

Ulemper:

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

Saas Topdesk

Fordele:

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

Ulemper:

That features to connect topdesk with azure are not standard

TOPdesk review

Fordele:

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

Ulemper:

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

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

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

Fordele:

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.

Ulemper:

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

Kommentarer: 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.

Fordele:

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.

Ulemper:

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

TOPdesk reduces the response time of any customer question.

Kommentarer: We improve the response time to customer questions. We improve the work flow. TOPdesk users have improved performance because the problems are better recorded. We can give a quick answer to any question.

Fordele:

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.

Ulemper:

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.

TOPdesk has been a great asset enabling us to improve our customer service

Fordele:

- 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

Ulemper:

- 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

Worth a try and certainly a look

Fordele:

Easy to use and implement. Easy to get support

Ulemper:

At the moment I really could not say that

Great Application for overall use!

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

Fordele:

Self Service Portal works perfect for users

Ulemper:

Combination of workflows to 1 change does not work

Perfect Solution for a Service Desk

Fordele:

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

Ulemper:

Working in background is not always easy.

TOPbest!!!

Fordele:

The ease to learn the basics of the software

Ulemper:

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

Kommentarer: 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.

Fordele:

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.

Ulemper:

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

Kommentarer: 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.

Fordele:

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.

Ulemper:

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

Fordele:

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.

Ulemper:

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

Kommentarer: 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.

Fordele:

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.

Ulemper:

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

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

Fordele:

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.

Ulemper:

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

TOPdesk Change Management

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

Fordele:

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

Ulemper:

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

Separation of different teams within TOPdesk works very well so that they can manage their own calls

Kommentarer: TOPdesk works well for call/issue management and benefits from being based on the ITIL model. It can help if you have different teams/departments which need a service management tool but want to manage their calls separately.

Fordele:

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

Ulemper:

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

Views of a Delivery Manager

Kommentarer: The consultancy period thus far has been superb.

Fordele:

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.

Ulemper:

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.

TOPdesk User Support

Kommentarer: Very positive with great flexibility and incredible support.

Fordele:

Flexibility within the tool, vast array of modules.

Ulemper:

Project management could do with expansion to support more agile approach

Topdesk - Thinking Solutions for Education

Fordele:

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.

Ulemper:

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.

A lot of use

Kommentarer: Works well at an efficient price point. I like the overall package I get with Topdesk, including their customer support group. They are great at working out any issue.

Fordele:

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

Ulemper:

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