TOPdesk

Avantages

Flexibilty and ease of use for endusers.

Inconvénients

Sometimes to much flexibility and thus complex to manage.

Avantages

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.

Inconvénients

No cons yet. Although the reports can be a bit meh, but you can connect to PowerBI or something similar through the OData feed.

Alternatives envisagées 

Pourquoi choisir TOPdesk 

Logiciel antérieur 

Pourquoi passer à TOPdesk

Avantages

Bringing all the different features together to manage almost an entire environment

Inconvénients

GUI is sometimes a bit unclear to find some options

Avantages

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.

Inconvénients

Configurating the Self Service Portal could be more flexible. For example field becoming visible on other fields and the formatting of fields.

Avantages

Simple user interface and easy to implement with minimal prior knowledge.

Inconvénients

Back end can be a bit clunky and limited in terms of analytics. Best solutions is to push data out to analyse. The options for personalising the self-service portal are somewhat limited.

Alternatives envisagées 

Pourquoi passer à TOPdesk

Avantages

Configurability
Customizability
Support of TOPdesk

Inconvénients

No option to give users/clients a way to create their own account to access the SSP

Alternatives envisagées 

Pourquoi choisir TOPdesk 

Logiciel antérieur 

Pourquoi passer à TOPdesk

Avantages

Look and feel, easy to use. Team cooperation

Inconvénients

Some features cannot be customized (saas)

Avantages

Simple to use, lot's of easy to use buttons to navigate. With templates and best practices

Inconvénients

It's just a platform that simplifies life at the IT service desk. People can drop their requests and tickets and the IT service desk can solve them. For assetmanagement is this platform not good enough.

Avantages

Implementation and amendment in the way you (and your organisation) you like

Inconvénients

The windows are changing, so you cannot use your printscreens anymore

Alternatives envisagées 

Pourquoi passer à TOPdesk

Avantages

It's a very stable application and there's a good ondersteuning

Inconvénients

Some of the modules are not very userfriendly

Avantages

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

Inconvénients

That features to connect topdesk with azure are not standard

Avantages

Easy to use and implement. Easy to get support

Inconvénients

At the moment I really could not say that

Avantages

Self Service Portal works perfect for users

Inconvénients

Combination of workflows to 1 change does not work

Avantages

It is easy to make your own environement.

Inconvénients

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

Avantages

That we should not have a server standing with ourselves

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

After the last update, TOPdesk has some preformance problems. However, the developer is busy fixing this and they are well on their way.

Avantages

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.

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

The lack of support for the 24 hours calendar.