Über TOPdesk

TOPdesk ist eine ITIL-basierte Servicemanagement-Software mit KPI-Dashboards für IT-, HR- und Facility-Helpdesks. Das Tool bietet Unternehmen Funktionen zur Verbesserung ihres Servicemanagements, unter anderem Incident-, Asset- und Changemanagement, ein Self Service Portal, eine Wissensdatenbank, Standard- und API-Schnittstellen und vieles mehr.

TOPdesk stellt Prozesse für das Enterprise-Servicemanagement (ESM) bereit, mit denen Sie Ihre Mitarbeiter oder Kunden sowie Assets und Anlagen verwalten können. Mit den ITSM-Funktionen können Prozesse automatisiert werden, z. B. das Reporting von Lösungszeiten bei Anfragen, die Verwaltung und Planung von Mitarbeiter-Workloads und vieles mehr. Kunden oder Mitarbeiter können IT-Anfragen über das Self Service Portal übermitteln.

In den Prozessen für das Facility-Servicemanagement können Bearbeiter anlagenbezogene Aufgaben ausführen, z. B. Unternehmensassets registrieren und nachverfolgen, Arbeitsaufträge übermitteln und verarbeiten, Wartungsarbeiten planen, Gebäude 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 Servicedesk einrichten, damit Nutzer nach eigenen Lösungen suchen können.

Preisoptionen ab:

60,00 €/Monat

  • Gratis Testen
  • Abonnement
Siehe Kostenpläne

Geräte

Unternehmensgröße

K M G

Märkte

Australien, Brasilien, Kanada, Deutschland, Vereinigtes Königreich, Mexiko, Vereinigte Staaten

Unterstützte Sprachen

Deutsch, Dänisch, Englisch, Finnisch, Französisch und 8 weitere , Italienisch, Niederländisch, Norwegisch, Polnisch, Portugiesisch, Schwedisch, Spanisch, Ungarisch

Preisoptionen ab:

60,00 €/Monat

  • Gratis Testen
  • Abonnement
Siehe Kostenpläne

Bilder

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
9 weitere anzeigen
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

Funktionen

Gesamtzahl der Funktionen von TOPdesk: 86

  • API
  • Aktivitäts-Dashboard
  • Aktivitäts-Verfolgung
  • Alarmfunktion / Benachrichtigungen
  • Anpassbare Berichte
  • Anpassbare Felder
  • Anpassbare Formulare
  • Anpassbare Vorlagen
  • Arbeitsauftragsverwaltung
  • Aufgabenliste
  • Automatisiertes Routing
  • Barcode / RFID
  • Berichterstattung / Analyse
  • Berichterstattung und Statistik
  • CRM
  • Chat/Messaging
  • Dashboard-Erstellung
  • Daten-Import / -Export
  • Dokumentenspeicher
  • Drag-and-Drop
  • Drittanbieter-Integration
  • E-Mail-Management
  • E-Mail-Verteilung
  • E-Mail-Vorlagen
  • Echtzeit-Chat
  • Einmalige Anmeldung
  • Ereignisgesteuerte Aktionen
  • Etikettierung
  • Geplante / automatisierte Berichte
  • Grafischer Workflow Bearbeiter
  • IT-Asset-Management
  • Inventarverwaltung
  • Kalenderverwaltung
  • Kalibriermanagement
  • Kapazitätsmanagement
  • Kategorisierung / Gruppierung
  • Konfigurationsmanagement
  • Kundendienst-Historie
  • Kundenportal
  • Kundenreklamations-Tracking
  • Kundenspezifisches Branding
  • Leistungskennzahlen
  • Live-Chat
  • Makros/Antwortvorlagen
  • Management von Dienstgütevereinbarungen (SLA)
  • Mehrsprachig
  • Mobiler Zugriff
  • Multi-Channel-Kommunikation
  • Netzwerküberwachung
  • Online-Foren
  • Priorisierung
  • Problem-Management
  • Projektmanagement
  • Prädiktive Wartung
  • Regelbasierter Workflow
  • Release-Management
  • Remote-Zugriff/-Kontrolle
  • Ressourcenmanagement
  • Schlüssel & Schloss-Management
  • Self-Service Portal
  • Service-Katalog
  • Serviceberichterstattung
  • Social-Media-Integration
  • Störfallmanagement
  • Supportticket-Management
  • Techniker-Management
  • Terminplanung
  • Ticket-Management
  • Umfragen & Feedback
  • Verfolgen von Vermögensanlagen
  • Verfolgung von Interaktionen
  • Verfolgung von Interaktionen
  • Verfügbarkeit-Management
  • Vermögensverwaltung
  • Vertrags-/Lizenz-Management
  • Veränderungsmanagement
  • Vorbeugende Wartung
  • WYSIWYG-Editor
  • Warnungen / Eskalation
  • Werkzeuge zur Zusammenarbeit
  • Widgets
  • Wissensbasis-Management
  • Wissensmanagement
  • Workflow-Konfiguration
  • Workflow-Management
  • Überwachung

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Nutzerbewertungen

Gesamtbewertung

4,6 /5
(41)
Preis-Leistungs-Verhältnis
4,5/5
Funktionen
4,4/5
Bedienkomfort
4,5/5
Kundenbetreuung
4,7/5

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5 von 41 Bewertungen angezeigt
Giovanni ficcadenti L.
Gesamtbewertung
  • Branche: Internet
  • Untern. Größe: 10.000+ Mitarbeiter
  • Wöchentlich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Cloud-based software.

Bewertet am 22.3.2021

It provides spectacular functions that allow you easily customizable construction. The interface is...

It provides spectacular functions that allow you easily customizable construction. The interface is very intuitive. It enables you to automate emails speedily and easily. Its best feature is a self-service portal that helps to remove numerous doubts from consumers and avoids overloading the support staff who can keep their focus on consumers with issues. It provides a clear overview of open incidents. It can create KPI-based reporting. In simple words, it is an excellent tool to obtain information about consumers quickly. It addresses the issues, reports, and replies to the questions speedily. It offers operation management and object management very effectively.

Vorteile

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.

Nachteile

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.

Dave W.
Gesamtbewertung
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung

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

Bewertet am 8.2.2018

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.

Antwort von TOPdesk

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

Christopher A.
Gesamtbewertung
  • Branche: Onlinemedien
  • Untern. Größe: 1.001-5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

A cloud-based platform enables enterprises to provide high quality services to their patrons

Bewertet am 6.2.2021

TOPdesk assistance is very effective by phone, emails or from a self-service dashboard. Queries and...

TOPdesk assistance is very effective by phone, emails or from a self-service dashboard. Queries and problems are generally addressed or resolved within a given timeframe. SAAS hosting is still very efficient, with a marginal amount of latency throughout the past 2.5 years. TOPdesk hosting service management days intended to pull together other system operators using TOPdesk to explore their preferences, hates, and suggestions. They really listen to and keep ideas on board.

Vorteile

We're glad to have picked TOPdesk. The installation and design is quite simple comparative to several other ticketing systems in which we have accomplished the transformation within several months without needing a specialized developer. The User Interface with both self-service terminals and the manager portals is new, and we also like how recommended information articles appear instantly when an event happens.

Nachteile

One weakness, developing workflow-based email prompts is very complicated and time taking. Our implementation representative also had a rough time setting it up the trigger points to deal with. This prompted our work to be postponed for a couple of weeks. Months after, we sometimes have stimuli that just don't work well. It normally takes roughly an hour to fix a trigger.

Rudy B.
Gesamtbewertung
  • Branche: Computer-Hardware
  • Untern. Größe: 201-500 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

IT Services and Technical Support technician/Team leader

Bewertet am 31.7.2018

Its great for logging incidents and requests. The Self service portal is easy to use for customers,...

Its great for logging incidents and requests. The Self service portal is easy to use for customers, and can be used in any organizational process.
We have been using this product since 2008 and it has improved with each version. We hope to eventually move to the SAAS version.
The New Asset Management module has been a great innovation and is very simple to set up and configure.
Overall this product is easy to use and will support all processes that an organization may use.
This product is constantly under development and it's great that they actively encourage their customers to help in its development.
Customer support is second to none, and they are always polite and professional.

Vorteile

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.

Nachteile

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.

Antwort von TOPdesk

Thank you for sharing this experience as a long time customer! We look forward to many more years to come Rudy.

Martin W.
Gesamtbewertung
  • Branche: Pharmazeutika
  • Untern. Größe: 201-500 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Top Marks

Bewertet am 1.3.2019

I was looking for a Helpdesk tool for my small, but growing company, branching across multi-sites...

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.

Antwort von TOPdesk

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

5 von 41 Bewertungen angezeigt Alle Bewertungen

TOPdesk Häufig gestellte Fragen

Weiter unter folgen häufig gestellte Fragen über TOPdesk.

TOPdesk bietet folgende Kostenpläne an:

  • Beginnt ab: 60,00 €/Monat
  • Preismodell: Abonnement
  • Gratis Testen: Verfügbar

Wir haben keine Informationen über die Funktionen von TOPdesk

TOPdesk hat die folgenden typischen Kunden:

2-10, 11-50, 51-200, 201-500, 501-1.000, 1.001+

TOPdesk unterstützt die folgenden Sprachen:

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

TOPdesk unterstützt die folgenden Geräte:

TOPdesk kann in folgende Anwendungen integriert werden:

Jira, MessageBird, Microsoft Outlook, Microsoft Power BI, Okta, OneLogin, Remote Support, Snow License Manager, TeamViewer, Trello

TOPdesk bietet folgende Optionen für Kundensupport:

E-Mail/Helpdesk, FAQ/Forum, Wissensdatenbank, Telefon-Support, 24/7 Live-Support, Chat

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