TOPdesk Übersicht

Was ist TOPdesk?

TOPdesk ist eine auf ITIL ausgerichtete Service-Management-Software mit KPI-Dashboards für
IT, Anlagenmanagement und HR-Helpdesks zur Kommunikationsunterstützung. TOPdesk bietet Unternehmen Funktionen zur Verbesserung ihres Service-Managements, unter anderem Change- und Release-Management, Anlagenmanagement, Asset-Management, Problem- und Incident-Management, ein Self-Service-Portal, Betriebssteuerung, Wissensmanagement und vieles mehr.

TOPdesk stellt Module und Tools für das IT-Service-Management (ITSM) und das computergestützte Anlagenmanagement (CAFM, Computer-Aided Facility Management) bereit, mit denen du Mitarbeiter und Nutzer sowie Assets und Anlagen verwalten kannst. Mit den ITSM-Tools können Prozesse automatisiert werden, z. B. die Berichterstattung zu Lösungszeiten bei Vorfällen, die Bearbeitung von Beschwerden oder Anfragen, die Verwaltung und Planung von Mitarbeiter-Workloads und vieles mehr. Kunden oder Mitarbeiter können IT-Probleme oder -Anfragen über das Self-Service-Portal übermitteln. Mithilfe des Vorfallsverwaltungsmoduls können Techniker Vorfallkarten öffnen, Aufgaben zuweisen, den Fortschritt verfolgen und Nutzer benachrichtigen, wenn ein Vorfall gelöst wurde.

In den CAFM-Modulen können Nutzer anlagenbezogene Aufgaben ausführen, z. B. Unternehmensressourcen registrieren und nachverfolgen, Arbeitsaufträge übermitteln und verarbeiten, Wartungsarbeiten planen, Properties registrieren, Besucher überwachen und Reservierungen verwalten. Um Kunden oder Mitarbeiter zu mehr Eigenständigkeit zu ermutigen, können Unternehmen ihr eigenes, individuelles Self-Service-Portal mit einer Wissensdatenbank, einem Webshop und einem Service-Desk einrichten, damit Nutzer nach eigenen Lösungen suchen können.

TOPdesk Übersicht

Kosten

Beginnt ab
N/A

Preisoptionen

Gratis Testen
Abonnement
Preis-Leistungs-Verhältnis

TOPdesk Funktionen

Geräte
Unternehmensgröße
K M G
Märkte
Vereinigte Staaten von Amerika, Kanada, Vereinigtes Königreich, Australien, Deutschland, Brasilien, Mexiko
Unterstützte Sprachen
Deutsch, Dänisch, Englisch, Finnisch, Französisch und 8 weitere , Italienisch, Niederländisch, Norwegisch, Polnisch, Portugiesisch, Schwedisch, Spanisch, Ungarisch

Medien

The reporting dashboard allows users to create reports using a drag & drop interface on KPIs and metrics such as average resolution time, response time, and more
View a graphical IT asset chart to understand which assets are being used by which employees, where they are located, which software is installed, and more
Schedule changes within the calendar to ensure that tasks do not overlap or interrupt employee work
Self-service Portal
Service Desk KPIs Dashboard
Plan changes with the graphical workflow editor which allows users to schedule and plan activities with step-by-step activities and task assignment
Incident reports can be updated with progress notes, attachments, and more, and technicians can notify the requester once the problem is resolved
Change management tools allow technicians to register recurring processes and procedures in ITIL-based templates
Videos zu TOPdesk TOPdesk Screenshot: The reporting dashboard allows users to create reports using a drag & drop interface on KPIs and metrics such as average resolution time, response time, and more TOPdesk Screenshot: View a graphical IT asset chart to understand which assets are being used by which employees, where they are located, which software is installed, and more TOPdesk Screenshot: Schedule changes within the calendar to ensure that tasks do not overlap or interrupt employee work TOPdesk Screenshot: Self-service Portal TOPdesk Screenshot: Service Desk KPIs Dashboard TOPdesk Screenshot: Plan changes with the graphical workflow editor which allows users to schedule and plan activities with step-by-step activities and task assignment TOPdesk Screenshot: Incident reports can be updated with progress notes, attachments, and more, and technicians can notify the requester once the problem is resolved TOPdesk Screenshot: Change management tools allow technicians to register recurring processes and procedures in ITIL-based templates

TOPdesk Bewertungen

TOPdesk Bewertungen

Gesamtbewertung
4,6
/
5
Ausgezeichnet
26

Sehr gut
11

Durchschnitt
2

Gering
0

Schlecht
0

Preis-Leistungs-Verhältnis
4,6
Funktionen
4,5
Bedienkomfort
4,5
Kundenbetreuung
4,8
95% haben diese Anwendung empfohlen
Jon F.

From early engagement to beyond our successful full implementation, a thoroughly positive...

It has overall been a really exceptional and rewarding engagement of a software supplier and implementation of their tool.


Mit Google übersetzen
Dave W.

Service Management built from the ground up requires a solid software base - This is it !


Mit Google übersetzen
Verifizierter Rezensent

TopDesk is a ticket system that has very basic functionality.

Gets the job done, but lacks a lot of common features that other ticketing systems have out of the box.


Mit Google übersetzen
Martin W.

Top Marks

I was looking for a Helpdesk tool for my small, but growing company, branching across multi-sites and countries and found a SaaS solution that I quickly realised will allow me to grow the system / teams and complexity as I need it to.
You can start with a really simple set-up but its complexity can grow to fit any company. This allows me to make changes as we grow without having to upgrade to other systems.
TOPdesk is modular which means you can start with some of the modules and then add them as your needs grow. It’s just a cost option and you’re ready to go.
When you purchase a product you want to be able to configure the system as your needs change and grow, with the training team on site to help your initial setup you go through some in-depth training allowing you to become the master of your system, with all the skills needed to make the changes yourself to the way you want it after the training team have left, no additional costs every time you need a change made.
TOPdesk support is second to none with timely solutions to your problems with most problems being resolved with first time fixes while on the phone.
Would I recommend TOPdesk to other companies? Yes without a doubt and if I was to move to another company who needed a helpdesk system the first team to call would be the TOPdesk team.


Mit Google übersetzen
Nick B.

Service excellence experts - supplier as a business partner

TOPdesk are beyond that of a supplier and more a business partner that many other suppliers could learn a lot from. They provide awesome support backed up by knowledgeable staff / consultants who share your desire for service excellence.


Mit Google übersetzen
Jon F.
Branche: Hochschulbildung
Untern. Größe: 501-1.000 Mitarbeiter
Übersetzen auf: Deutsch
Übersetzen auf: Deutsch

From early engagement to beyond our successful full implementation, a thoroughly positive experience

Täglich für Mehr als 1 Jahr genutzt
Bewertet am 16.3.2018
Quelle der Bewertung: Capterra

It has overall been a really exceptional and rewarding engagement of a software supplier and implementation of their tool.

Vorteile

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.

Nachteile

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

Übersetzen auf: Deutsch

Antwort von TOPdesk

"It has overall been a really exceptional and rewarding engagement of a software supplier and implementation of their tool." Wow. That's what we strive for! Thank you Jon for your feedback and compliments.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 10.0/10

Dave W.
Übersetzen auf: Deutsch
Übersetzen auf: Deutsch

Service Management built from the ground up requires a solid software base - This is it !

Täglich für Mehr als 1 Jahr genutzt
Bewertet am 8.2.2018
Quelle der Bewertung: Capterra

Vorteile

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.

Nachteile

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.

Übersetzen auf: Deutsch

Antwort von TOPdesk

Thanks Dave for sharing this elaborate review. We really appreciate it!

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Verifizierter Rezensent
Branche: Versicherung
Untern. Größe: 1.001-5.000 Mitarbeiter
Übersetzen auf: Deutsch
Übersetzen auf: Deutsch

TopDesk is a ticket system that has very basic functionality.

Täglich für 6-12 Monate genutzt
Bewertet am 10.7.2018
Quelle der Bewertung: Capterra

Gets the job done, but lacks a lot of common features that other ticketing systems have out of the box.

Vorteile

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.

Nachteile

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.

Übersetzen auf: Deutsch

Antwort von TOPdesk

Sorry to hear you are having trouble with bulk updating. Perhaps this is something we could talk more about in a Dr. TOPdesk session! This is a free dedicated hour with an in-house TOPdesk consultant, where we can help you find a way around the issue and also show you some other cool TOPdesk tips and tricks. Get in touch if this is something you're interested in at https://www.topdesk.com/uk/dr-topdesk/.

By the way, we are always looking for your input to drive new functionality, so please don't hesitate to communicate your feature request to our product managers on the TOPdesk Innovation Platform (https://tip.topdesk.com/).

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 7.0/10

Martin W.
Branche: Pharmazeutika
Untern. Größe: 201-500 Mitarbeiter
Übersetzen auf: Deutsch
Übersetzen auf: Deutsch

Top Marks

Täglich für Mehr als 1 Jahr genutzt
Bewertet am 1.3.2019
Quelle der Bewertung: Capterra

I was looking for a Helpdesk tool for my small, but growing company, branching across multi-sites and countries and found a SaaS solution that I quickly realised will allow me to grow the system / teams and complexity as I need it to.
You can start with a really simple set-up but its complexity can grow to fit any company. This allows me to make changes as we grow without having to upgrade to other systems.
TOPdesk is modular which means you can start with some of the modules and then add them as your needs grow. It’s just a cost option and you’re ready to go.
When you purchase a product you want to be able to configure the system as your needs change and grow, with the training team on site to help your initial setup you go through some in-depth training allowing you to become the master of your system, with all the skills needed to make the changes yourself to the way you want it after the training team have left, no additional costs every time you need a change made.
TOPdesk support is second to none with timely solutions to your problems with most problems being resolved with first time fixes while on the phone.
Would I recommend TOPdesk to other companies? Yes without a doubt and if I was to move to another company who needed a helpdesk system the first team to call would be the TOPdesk team.

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.

Übersetzen auf: Deutsch

Antwort von TOPdesk

Wow, thank you Martin for your top marks. We appreciate the feedback and compliments!

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 10.0/10

Nick B.
Branche: Staatsverwaltung
Untern. Größe: 1.001-5.000 Mitarbeiter
Übersetzen auf: Deutsch
Übersetzen auf: Deutsch

Service excellence experts - supplier as a business partner

Täglich für Mehr als 1 Jahr genutzt
Bewertet am 14.6.2019
Quelle der Bewertung: Capterra

TOPdesk are beyond that of a supplier and more a business partner that many other suppliers could learn a lot from. They provide awesome support backed up by knowledgeable staff / consultants who share your desire for service excellence.

Vorteile

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.

Nachteile

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.

Übersetzen auf: Deutsch

Antwort von TOPdesk

Thank you Nick for sharing your thoughts in this review. We really appreciate you experience TOPdesk as your business partner. This goes both ways looking at all the constructive feedback you provide on roadmap topics for instance. Hope to have you with as as a customer and business partner for many years to come!

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 10.0/10

Nutzerempfehlung
9,2/10
Basierend auf 39 Benutzerbewertungen
Vergleiche Nutzerempfehlungen mit Alternativen
Mit Alternativen vergleichen

TOPdesk Preis

TOPdesk Preis

Beginnt ab
N/A
Gratis Testen
Abonnement
Preis-Leistungs-Verhältnis
Preis-Leistungs-Verhältnis
4,6/5
Basierend auf 39 Benutzerbewertungen
Vergleiche das Preis-Leistungs-Verhältnis mit Alternativen
Mit Alternativen vergleichen

TOPdesk Funktionen

TOPdesk Funktionen

API
Aktivitäts-Dashboard
Automatische Benachrichtigungen
Berichterstattung und Statistik
CRM-Integration
Chat
E-Mail-Integration
Echtzeitüberwachung
Integration von Dritten
Kundenspezifisches Branding
Multi-Channel-Kommunikation
Self-Service Portal
Social-Media-Integration
Sofortnachrichten
Supportticket-Management
Umfragen & Feedback
Warnungen / Eskalation
Wissensbasis-Management
Workflow-Management
Überwachung
Funktionen
4,5/5
Basierend auf 39 Benutzerbewertungen
Vergleiche Funktionen mit Alternativen
Mit Alternativen vergleichen

Kategorien

TOPdesk Häufig gestellte Fragen

TOPdesk Häufig gestellte Fragen

Weiter unter folgen häufig gestellte Fragen über TOPdesk.

F. Welche Preispläne bietet TOPdesk an?

TOPdesk bietet folgende Kostenpläne an:

Preismodell: Abonnement

Gratis Testen: Verfügbar

F. Was sind die Hauptfunktionen von TOPdesk?

Wir haben keine Informationen über die Funktionen von TOPdesk

F. Wer sind die typischen Nutzer von TOPdesk?

TOPdesk hat die folgenden typischen Kunden:

Kleine Unternehmen, Großunternehmen, Öffentliche Verwaltung, Non-Profit, Mittlere Unternehmen

F: Welche Sprachen werden von TOPdesk unterstützt?

TOPdesk unterstützt die folgenden Sprachen:

Deutsch, Dänisch, Englisch, Finnisch, Französisch, Italienisch, Niederländisch, Norwegisch, Polnisch, Portugiesisch, Schwedisch, Spanisch, Ungarisch

F. Welche Preispläne bietet TOPdesk an?

TOPdesk hat folgende Preismodelle:

Abonnement

F. Unterstützt TOPdesk mobile Geräte?

Wir haben keine Informationen darüber, welche Geräte TOPdesk unterstützt

F. Mit welchen anderen Applikationen integriert TOPdesk?

TOPdesk kann in folgende Anwendungen integriert werden:

Basaas, Infraspeak, Insocial, Jira, OBI Engage, ONEiO, Remote Support, SignRequest, TestMonitor, iLert

F. Welche Varianten der Kundenbetreuung bietet TOPdesk an?

TOPdesk bietet folgende Optionen für Kundensupport:

Telefon-Support, Online-Support, Wissensdatenbank, Video-Anleitungen, Häufig gestellte Fragen