TOPdesk Erfahrungen

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.

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.

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.

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

No drag and drop for adding files to incidents

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.

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.

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.

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.

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

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

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.

I really do not have any complaints to give, on the contrary, only excellent comments, I'm very happy, 100% recommended.

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.

I'm really leaving without any complaints, very happy with the best service that they gave me. Excellent, highly recommended.

Easy to use and implement. Easy to get support

At the moment I really could not say that

Self Service Portal works perfect for users

Combination of workflows to 1 change does not work

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

Easy in use.

Working in background is not always easy.

The ease to learn the basics of the software

Sometimes i am missing some documentation about certain cases. But overal i can find what i need else i will contact the service desk.

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.

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.

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.

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

Change Management is a nice product for automate processes for onboarding for new Employees en company Assets

To set your specific function is sometimes difficult.
With help of TOPdesk support you can set a lot of functions. They are very helpfull.

What appealed particularly was the Tabbed GUI. This makes working on Parallel tasks much easier. In addition the comprehensive feature list covered both the needs of out IT SUpport Team and our Facilities team.

The restriction to just 2 levels of an item. e.g. Main and Sub Category, Branch and Sub Branch. However we have manage to work around it.

Flexibility within the tool, vast array of modules.

Project management could do with expansion to support more agile approach

The UI of Topdesk is one of the best & modern UIs that I have seen, the ability to have tabs within a single Topdesk page helps operators to have multiple calls open simultaneously. The API provides an easy way for bulk updates to items in TopDesk to be applied.

Duplication of workflows for events and actions between 1st and 2nd line call management, would be nice to be able to have shared events/actions that are consistent between both 1st & 2nd line calls.

I like the asset management feature a lot, but probably like the overall ability to service customer requests as easily as possible the most.

Nothing to dislike at all. It works about as well as any software I've used before.