TOPdesk

Vorteile

Flexibilty and ease of use for endusers.

Nachteile

Sometimes to much flexibility and thus complex to manage.

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

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

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

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

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

How fine and easy topdesk works IT related

Nachteile

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

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

It is easy to make your own environement.

Nachteile

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

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

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

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

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

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

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

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

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

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

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

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

Scalable professional software that is highly intuitive

Nachteile

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

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

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

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

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

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

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

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

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

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

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

Nachteile

Duurt even voordat je alles onder de knie hebt.

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

Easy to use and implement. Easy to get support

Nachteile

At the moment I really could not say that

Vorteile

Overal usability and functionality.
Adaptebility

Nachteile

Not able to use ritch text and copy/paste pictures

Vorteile

Eenvoudig in gebruik. Overzichtelijk dashboard.

Nachteile

Migraties naar ander OS is bij een complexe organisatie tijdrovend.

Vorteile

Self Service Portal works perfect for users

Nachteile

Combination of workflows to 1 change does not work

Vorteile

The ssp is the perfect tool for the end user

Nachteile

Dont have cons at this moment writing this review

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

Easy tooling to understand for new users.

Nachteile

Modules can be difficult to manage without expedience.

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

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.