TOPdesk Erfahrungen

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.

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

Topdesk is overall good to work with

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

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.

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

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.

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

TOPdesk reduces the response time of any customer question.

Kommentare: 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.

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.

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

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

TOPdesk review

Vorteile:

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

Nachteile:

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

TOPdesk review Dec 2023

Vorteile:

Overal usability and functionality. Adaptebility

Nachteile:

Not able to use ritch text and copy/paste pictures

Perfect Solution for a Service Desk

Vorteile:

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

Nachteile:

Working in background is not always easy.

TOPdesk review

Vorteile:

Easy tooling to understand for new users.

Nachteile:

Modules can be difficult to manage without expedience.

Topdesk as a mid-tier ticketing tool

Kommentare: In my late company, we introduced Topdesk, an English-created sw. to have a ticketing tool, capable of sending mails to the customers mostly.It turned out, it has a "customer self-ticketing" site, that would cost extra fee, but we left that out.The layout was very simple to handle, like an HTML based simple thing, too simple a bit.The multi-level user handling for my colls were a good feature, yet creating customers and bulkily it, was not easy sometimes.When we had a ticket ping-pong or system-generated tons of tickets, turned out we bulkily can not move them, finished them, but could delete them.The whole user journey and experience, comparing it to the big JIRA, just felt simple, sometimes inconvenient.Visualization of the received and processed letters sometimes were "shifted" every logo were saved as an individual picture.Topdesk is rather kind of a new name in the world of ticketing tools, but it has a potential, what one of their late Scrum Master also confirmed.There was an option to create an answer/comment for yourself in the ticket, but not send it to the customer.Topdesk can offer you a simple, cost-efficient, on-demand ticketing tool. Wise to ask for a demo to help you decide, which is the best for your requirements.

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

Service Management built from the ground up requires a solid software base - This is it !

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.

A solution that doesn't try to do everything

Kommentare: TOPdesk is a solution that doesn't try to cater to every single aspect of Service Management. Its core strength is its approach to Call, Change and Operations Management, which means it's very focused on Service Delivery. This means most people at the 'coal face' can understand how the TOPdesk system works with only a small amount of training. It's fair to say the system has its own slant on how tickets should be dealt with and changes managed, but the overall effect is of a solution that appears simple to use while doing some quite complicated things below the surface. I've found the company to be among the best in its proactiveness and involvement with customers, and their support function is extremely good. They're also very keen to work with customers on new features.

Vorteile:

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

Nachteile:

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

My Journey with TOPdesk

Kommentare: This is a great tool for Shared Services, and its potential as a one stop shop for all requests and enquires within any organisation, no matter how large or small that might be.

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

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

TopDesk at UoH

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!

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