TOPdesk

Avantages

Goed doorontwikkeld standaard pakket, makkelijk te implementeren, maar uiteindelijk goed af te stemmen op specifieke behoeftes

Inconvénients

Self Serviceportal mag een betere integratie hebben met het behandelaarsgedeelte, bijvoorbeeld het tonen van standaard opzoeklijsten aan de voorkant ipv alleen aan de achterkant.

Avantages

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

Inconvénients

The backend is not quite as intuitive and lacks a few modern features, but improvements are already on the roadmap

Alternatives envisagées 

Logiciel antérieur 

Avantages

Gebruikersgemak en eenvoud in gebruik maakt het prettig om mee te werken.

Inconvénients

Soms moet je wel veel klikken om bij het resultaat te komen.

Avantages

The allround possibilities than other ticketsystemproviders.

Inconvénients

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

Avantages

The way topdesk can let you organize all processes and flows and forms. all issues can be adressed and disturbance is unknown.

Inconvénients

In the flow developping is no visual sign appearing when 2 people are working together in the same flow.

Avantages

Het is makkelijk en handig in gebruik.
Veel mogelijkheden tot uitbreidingen en opties die r mogelijk zijn.
Werk perfect bij een wat grotere servicedesk.

Inconvénients

Zo nu en dan is het even zoeken maar naar mate je het meer gaat gebruiken word het steeds makkelijker en leuker.

Avantages

totaaloplossing voro ITSM, CMDB en meerdere afdelingen

Inconvénients

API mogelijkheden verschilende per module en opmaak(lay out) beperkingen van SSP en Kennisitems.

Avantages

Het Selfserviceportaal, dit is 24/7 beschikbaar. Andere vergelijkbare systemen hebben dit niet of minder uitgebreid.

Inconvénients

Nog niet alles is via export/import over te zetten van de testomgeving naar de productieomgeving.

Avantages

Het samen uitdenken, inrichten en implementeren van het SSP. Consultancy dagen zijn altijd leuk.

Inconvénients

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.

Avantages

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

Inconvénients

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

Avantages

Simpele inter interface. Kan snel vinden wat ik zoek en waar ik moet zijn.

Inconvénients

Als het niet goed geïmplementeerd is kan het voor de eindgebruiker ingewikkeld zijn.

Avantages

De registratie van de meldingen en dus je taken. De hoeveelheid informatie die je kwijt kunt op het SelfService.

Inconvénients

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.

Avantages

Veelzijdig, modulair opgebouwd en ondersteunend in automatisering

Inconvénients

Misschien ook wel de veelzijdigheid, er kan vanalles maar niet alles werkt even handig

Avantages

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

Inconvénients

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

Avantages

Dat TOPdesk constant verbeterd wordt. Fijne support

Inconvénients

Wij hebben problemen met meerdere afdelingen in TOPdesk vanwege ons gebruik met filters.

Avantages

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

Inconvénients

Duurt even voordat je alles onder de knie hebt.

Avantages

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

Inconvénients

When different people work in the same card

Avantages

How fine and easy topdesk works IT related

Inconvénients

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

Avantages

Overal usability and functionality.
Adaptebility

Inconvénients

Not able to use ritch text and copy/paste pictures

Avantages

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

Inconvénients

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

Avantages

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

Easy in use.

Inconvénients

Working in background is not always easy.

Avantages

Eenvoudig in gebruik. Overzichtelijk dashboard.

Inconvénients

Migraties naar ander OS is bij een complexe organisatie tijdrovend.

Avantages

The ssp is the perfect tool for the end user

Inconvénients

Dont have cons at this moment writing this review

Avantages

TOPdesk has been one of the most used tools of its kind for quite some time, and offers all functionality that you would expect.

Inconvénients

The look and feel of TOPdesk are not as up to date as their more modern competitors.

Avantages

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

Inconvénients

Pochi aggiornamenti relativi a nuove funzionalità rilasciate da TopDesk

Avantages

Easy tooling to understand for new users.

Inconvénients

Modules can be difficult to manage without expedience.

Avantages

Goed systeem om je incidenten, meldingen en wijzigen te verwerken

Inconvénients

Het inrichten van actiereeksen is wel een specifiek iets, dus soms lastig uit zoeken hoe dit werkt

Avantages

De meeste modules zijn makkelijk in te richten

Inconvénients

Wijzigingsbeheer. Verschillende manieren van afsluiten voor eenvoudige en uitgebreide wijziging

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

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

Inconvénients

No me ha disgustado nada, como digo es muy complet

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

The self-service portal is very configurable. We have setup a nice look self-service portal that gets improved over time. Having used TD for many years, we have seen it grown over the years and like it.
The SSO option is available and as many people use it daily it is almost a must to use it. Setup of it was relatively easy.

Inconvénients

We have a useability issue with Firefox and the operator console where an "X" character is not recognized. This will be solved by an update, but in the meantime it is annoying.
I don't like the default search option of "Fuzzy". I always use the quotes around a search term to disable that. I would like the default be changed or at least configurable.

Avantages

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.

Inconvénients

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

Avantages

TopDesk is actively developing its product which is awesome! It is a good ticket system that gets the job done. I have had very little down time.

Inconvénients

They lack a lot of features and functionalities that I grew used to with our old ticketing system. Mass manipulation of tickets is lacking. you can only mark tickets as completed or closed in their system, you cannot transfer to a operator/operator group on mass, or mass categorize.

They only recently introduced a chat integration but you have to contract the chat service through a 3rd party so another cost.

Avantages

Easy and intuitive to use, easy to model for your needs, with many modules available. Can be used across the business Function: IT, HR, Admin, Soft FM, Hard FM and with excellent asset management, room bookings and reception services. The Help Line staff go out of their way to support. Mobilisations or start up Help Desks are also supported with excellent consultants that lead a team through the setup up and training. The Workaid module allows two way communication directly with suppliers and sub contractors whether they have TopDesk or not. Regular seminars/conferences held to address innovation and to allow networking across different business sectors to allow best practice to promulgate.

Avantages

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.

Inconvénients

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

Avantages

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.

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

Having to invest in extra modules.
Setting up the actions and events

Avantages

TOPDesk is wat mij betreft één van de fijnste ticket systemen waar ik mee heb gewerkt. Gebruikers kunnen eenvoudig tickets loggen, waarbij ze toch gedwongen worden de benodigde informatie mee te sturen. Daarnaast werkt de onderliggende workflow erg prettig om tickets te verdelen naar de juiste personen.

Inconvénients

Kennisitems zijn niet altijd zichtbaar voor alle gebruikers. Het is mij niet duidelijk waarom dit onderscheid wordt gemaakt.

Avantages

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.

Inconvénients

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

Avantages

Mogelijkheid voor web en desktop variantMogelijkheid voor raportage en analyse

Inconvénients

Verschillende modules moeten appart gekocht worden.

Avantages

- 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

Inconvénients

- 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

Avantages

Easy to create workflows so that you can follow a process from start to finish

Inconvénients

No drag and drop for adding files to incidents

Avantages

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

Inconvénients

In all honesty, the only con, is that I cannot think of a con at a moment