Opiniones de TOPdesk

Perfecta herramienta para gestión de servicio

Puntos a favor:

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

Contras:

No me ha disgustado nada, como digo es muy complet

Cloud-based software.

Comentarios: 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.

Puntos a favor:

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.

Contras:

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

Puntos a favor:

Look and feel, easy to use. Team cooperation

Contras:

Some features cannot be customized (saas)

Topdesk review

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

Puntos a favor:

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.

Contras:

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!

Puntos a favor:

Ease of use for end users, process automation and API tooling. Very short lines of communication with TOPdesk support and account managers

Contras:

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

Comentarios: 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.

Puntos a favor:

The allround possibilities than other ticketsystemproviders.

Contras:

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

Saas Topdesk

Puntos a favor:

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

Contras:

That features to connect topdesk with azure are not standard

TOPdesk review

Puntos a favor:

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

Contras:

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

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

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

Puntos a favor:

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.

Contras:

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

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

My opinion about topdesk

Puntos a favor:

How fine and easy topdesk works IT related

Contras:

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

Easy to manage

Comentarios: So easy to use and maintain. Also if you contact the TOPdesk service desk there is a very quick response.

Puntos a favor:

It is easy to make your own environement.

Contras:

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

Great support

Comentarios: TOPdesk is an user friendy application. Continuously innovative

Puntos a favor:

The consultants has a lot of knowlodge. They response quick on the quistions we have.

Contras:

We have no issues with TOPdesk.TOPdesk is a good product

Not so good experience with the product

Comentarios: Very bad experience from day one when it had to be integrated and subsequent bad experience with the support. Have given up contacting them.

Puntos a favor:

That we should not have a server standing with ourselves

Contras:

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.

Review Gert Ruiters

Comentarios: Maintenance contracts entered in TOPdesk now run automatically.
visitors are properly registered with the visitors registration module.
No phone calls anymore, tickets are created by the customers direcly.

Puntos a favor:

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

Contras:

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.

Top Marks

Comentarios: I was looking for a Helpdesk tool for my small, but growing company, branching across multi-sites and countries and found a SaaS solution that I quickly realised will allow me to grow the system / teams and complexity as I need it to.
You can start with a really simple set-up but its complexity can grow to fit any company. This allows me to make changes as we grow without having to upgrade to other systems.
TOPdesk is modular which means you can start with some of the modules and then add them as your needs grow. It’s just a cost option and you’re ready to go.
When you purchase a product you want to be able to configure the system as your needs change and grow, with the training team on site to help your initial setup you go through some in-depth training allowing you to become the master of your system, with all the skills needed to make the changes yourself to the way you want it after the training team have left, no additional costs every time you need a change made.
TOPdesk support is second to none with timely solutions to your problems with most problems being resolved with first time fixes while on the phone.
Would I recommend TOPdesk to other companies? Yes without a doubt and if I was to move to another company who needed a helpdesk system the first team to call would be the TOPdesk team.

Puntos a favor:

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.

Contras:

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

Let the great team of TOPdesk help make your life easier

Puntos a favor:

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.

Contras:

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.

Success with self-service

Comentarios: TOPdesk are an excellent company to work with, very responsive and helpful. You are made to feel like part of the wider team. We feel we get excellent value for money with this product.

Puntos a favor:

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.

Contras:

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

TopDesk review

Puntos a favor:

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

Contras:

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

Basic work easy, reporting a little difficult

Puntos a favor:

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

Contras:

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

Helped us to improve customer experience and team workload at the same time

Comentarios: 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.

Puntos a favor:

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.

Contras:

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

Comentarios: Excellent

Puntos a favor:

It looks fantastic! Probably the best-looking Ticket System on the market.

Contras:

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

Puntos a favor:

Flexibility to deliver virtually all we need by way of ITSM. Configurable, but stable SaaS. Fab self-service environment.

Contras:

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

Comentarios: 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.

Puntos a favor:

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

Contras:

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