Tous les avis sur TOPdesk Appliquer les filtres
Parcourir les avis sur TOPdesk
Tous les avis sur TOPdesk Appliquer les filtres
- Secteur d'activité : Logistique et chaîne d'approvisionnement
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
TopDesk review
Avantages
Easy to use and gets you a clear overview over support cases.
Inconvénients
Some missing features, such as being able to easily assign several cases to a specific supporter/agent at once.
Réponse de TOPdesk
Hello Frederik,
Thank you for your review!
If you have any more questions feel free to contact us.
- Secteur d'activité : Enseignement supérieur
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
TopDesk at UoH
Avantages
TopDesk is easy to use and easy to get other teams up and running using it. We also find it easy to admin.
Inconvénients
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!
Réponse de TOPdesk
Hi Alistair. Thank you for sharing your experience in this review. This is much appraciated!
- Secteur d'activité : Construction
- Taille de l'entreprise : 501–1 000 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Basic work easy, reporting a little difficult
Avantages
The creation of tickets and the overal feel of topdesk isn't too difficult. Also the automatic importing of mails is a nice feature
Inconvénients
reporting is a bit difficult at times and you don't always know what categories to include
Réponse de TOPdesk
Hello John,
We value your review! Glad you find ticketing easy. We're addressing reporting concerns to improve further. Your input matters!
Kind regards,
Team TOPdesk
- Secteur d'activité : Sports
- Logiciel utilisé tous les jours pendant 6 à 12 mois
-
Provenance de l'avis
Great tool for big and busy businesses, to make sure every todo is being taken care of
Avantages
Managing tasks, getting things done and trusting your lists are a big part of why I like this. It offers so many functionalities and is still easy to learn. I also love that it's SaaS.
Inconvénients
Although it's easy to learn, it's hard to master. We are missing some integrations, but we have yet to find a better software than this.
Réponse de TOPdesk
Thank you for the great compliments and do please reach out to our support or consutancy guru's if we can assist in mastering the software.
- Secteur d'activité : Services juridiques
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
-
Provenance de l'avis
Quality
from 1st visit to build to launch everything was so professional. Everyone I spoke to was an excellent ambassador for the company.
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
Réponse de TOPdesk
Thank you for the great compliments and comparisons! We really appreciate it.
- Secteur d'activité : Équipements publics
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé toutes les semaines pendant 1 à 5 mois
-
Provenance de l'avis
TOPdesk is a good placeholder for tracking and maintaining customer updates & items in process
We use TOPdesk to maintain steps in our testing processes and to document those steps with the customer from beginning to close of the project.
My corporation wants to combine our incidents, which currently look like tabs on the screen, with more expansive features including reports so is moving from TOPdesk to Salesforce, which I have used in the past and is very different in its interface.
Avantages
It's a simple digital place to create "incidents" for each product test and maintain customer records per incident which can either be available to or hidden from the customer.
Inconvénients
TOPdesk is limited in what kind of documentation it can hold. We cannot include and manipulate all the files we need to work with. It's a placeholder for items and info., not a space for working on them.
Réponse de TOPdesk
Hi Lauri, thank you for your review! We really appreciate it.
The use case you are describing isn't our typical ITSM/ESM case we cater to so there might be a gap between what we offer and your needs. Moving forward to a better fit is the logical step. We hope this step towards Salesforce helps you out. Best of luck!
For ITSM/ESM support we're very happy to support you in any future needs. Thanks again.
- Secteur d'activité : Comptabilité
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
-
Provenance de l'avis
Helped us to improve customer experience and team workload at the same time
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.
Avantages
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.
Inconvénients
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.
Réponse de TOPdesk
Thank you very much for sharing your experience Lee! We really appreciate it.
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Moving from a locally hosted version to SaaS was the best decision we made.
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
Réponse de TOPdesk
Thank you very much for sharing your experience and feedback Andrew! We really appreciate it.
- Logiciel utilisé toutes les semaines pendant plus d'un an
-
Provenance de l'avis
its versatility and the quality of services
Avantages
Wow, a company like TOPdesk does not deserve anything other than good reviews, as a client I'm really satisfied, I'm sure that in the field of help desks stands out a lot and is one of the best, its versatility and the quality of services are indisputable.
Inconvénients
I really do not have any complaints to give, on the contrary, only excellent comments, I'm very happy, 100% recommended.
Réponse de TOPdesk
Thank you so much Estela. Compliments like these make our day!
- Secteur d'activité : Télécommunications
- Logiciel utilisé toutes les semaines pendant plus d'un an
-
Provenance de l'avis
Very good work
Avantages
Very good work done by TOPdesk leaves me in no doubt that it is one of the best companies currently in the field of help desks.
Inconvénients
I'm really leaving without any complaints, very happy with the best service that they gave me. Excellent, highly recommended.
Réponse de TOPdesk
This is the cherry on the cake for us Ines. Thank you for the great compliment.
- Secteur d'activité : Fabrication électrique/électronique
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les mois pendant plus de deux ans
-
Provenance de l'avis
Maybe the best Ticket System
Excellent
Avantages
It looks fantastic! Probably the best-looking Ticket System on the market.
Inconvénients
Kind of hard to set up and maintain. Imports are done by Scripts.
Réponse de TOPdesk
Hello Nils,
Thank you for the review. We really appreciate it.
If you have any questions feel free to contact us. And if you have any tips for us about the set up you can also contact us.
- Secteur d'activité : Produits chimiques
- Taille de l'entreprise : 5 001–10 000 employés
- Logiciel utilisé tous les mois pendant plus d'un an
-
Provenance de l'avis
Good basic IT ticketing system
It is probably best suited for smaller companies without a need to advanced routing. TOPdesk looks to be continuing to develop more modules. It would be helpful to see more focus on optimizing the core application, including a mobile app to make it even easier for employees to log trouble tickets when they need to.
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.
Réponse de TOPdesk
Hello Sandy,
Thank you for your honest review. We really appreciate feedback from our customers.
We will keep developing TOPdesk and hope that we can fulfill all your needs in the future.
If you have any questions feel free to contact us.
Kind regards,
TOPdesk
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Great package, helpful consultants and potential for you to develop into a joined up SM system
Avantages
Flexibility to deliver virtually all we need by way of ITSM.
Configurable, but stable SaaS.
Fab self-service environment.
Inconvénients
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.
Réponse de TOPdesk
Thank you Gordon!
- Secteur d'activité : Enseignement supérieur
- Taille de l'entreprise : 501–1 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Easy call management!
Helping users 'self-solve'.
Tracking incidents and requests.
Managing estates / assets.
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.
Réponse de TOPdesk
Thank you Rory!
- Secteur d'activité : Gestion de l'enseignement
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
-
Provenance de l'avis
TopDesk Review
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.
Avantages
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
Inconvénients
No 24hr clock when regional setting is set to GMT
Linking two calls together auto generates a major call which is not always suitable
Réponse de TOPdesk
Thank you Alex for writing this review. We aim to be a top player in ESM/Shared Service Management for easy collaboration. Great to see you're using it with several departments. Thanks for sharing.
- Secteur d'activité : Gestion de l'enseignement
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
-
Provenance de l'avis
An excellent FM package
Excellent, we've been incredibly well supported with many in-person days of training and trouble-shooting. The various modules have been introduced naturally and this has been an exceptionally valuable tool to record both day-to-day incidents as well as PPM tasks.
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.
Réponse de TOPdesk
Thank you James for sharing your FM experience. Great to read it's being used over so many sites and staff.
- Secteur d'activité : Appareils médicaux
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
-
Provenance de l'avis
Good versatile product
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.
Avantages
Great functionality, only pay for what you need.
Straightforward, excellent implementation, up and running quickly and easily.
Inconvénients
Nothing so far, all has met or exceeded expectations
Réponse de TOPdesk
Thank you Graeme for sharing your experience!
- Secteur d'activité : Gestion de l'enseignement
- Taille de l'entreprise : 5 001–10 000 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Great ITILbased software
Avantages
Scalable professional software that is highly intuitive
Inconvénients
Nothing, it is one of the best software suites I know in this branche
Réponse de TOPdesk
Thank you Erik! What a great compliment.
- Secteur d'activité : Pétrole et énergies
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
-
Provenance de l'avis
A lot of use
Works well at an efficient price point. I like the overall package I get with Topdesk, including their customer support group. They are great at working out any issue.
Avantages
I like the asset management feature a lot, but probably like the overall ability to service customer requests as easily as possible the most.
Inconvénients
Nothing to dislike at all. It works about as well as any software I've used before.
Réponse de TOPdesk
Thank you Patrick!
- Secteur d'activité : Logiciels
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé Autre pendant Essai gratuit
-
Provenance de l'avis
ITSM Evaluation of TopDesk
Very specific pointed towards the IT world, such as for a printer defect. But not the ideal solution for a more general type of ITSM application.
Avantages
Well structured design and look-and-feel.
Graphical overview with parent-child relation.
ITSM functions for configuration management, incident management, problem management and change management. Self service portal designer.
Inconvénients
Very specific pointed towards the IT world, such as for a printer defect. But not the ideal solution for a more general type of ITSM application.
Company sells software license and necessary consultancy services on top of this.
Réponse de TOPdesk
Thank you Ludwig for your review and feedback. We definitely originated from ITSM. We're focused on ESM and Shared Service Management nowadays and hope that in time the IT experience you had improves to a wider scope. Please reach out if we can be of any assistance on this.
- Secteur d'activité : Administration publique
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
-
Provenance de l'avis
Great Services, enjoyable meeting with Will
Avantages
Makes our organisation more efficient and the wider business found it really easy to adapt to with relatively little training.
Réponse de TOPdesk
Thank you Stewart!
