TOPdesk Reviews

Cloud-based software.

Comments: 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.

Pros:

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.

Cons:

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.

Great value for money!

Pros:

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

Cons:

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

Topdesk is overall good to work with

Comments: Its good my overall experience espacially the Change module and the variaty in topdesk

Pros:

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

Cons:

When different people work in the same card

Keep up the good work, and keep improving

Comments: Overall I have great experiences with Topdesk, like I said the software has a lot of possibilities and the people are kind and very helpfull.

Pros:

The allround possibilities than other ticketsystemproviders.

Cons:

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

User focused on Self service portal and tickets

Comments: Building the self service portal for the store and managing the tickets is an good job where you can manage creativity and skills. I see the possibylities but because shortage of knowledge not always executable

Pros:

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

Cons:

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

Saas Topdesk

Pros:

It's easy to use, very user friendly and to configure flows and design a self service portal.

Cons:

That features to connect topdesk with azure are not standard

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

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

Pros:

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.

Cons:

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

That is possible in TOPdesk

Comments: When I started at my current employer, I said for a year "that is possible in TOPdesk." If for example. someone asked for an overview of the status off tickets or Assets. After a year we purchased TOPdesk, which supports our daily work well. And provides much more structure and overview.

Pros:

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.

Cons:

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

TOPdesk reduces the response time of any customer question.

Comments: We improve the response time to customer questions. We improve the work flow. TOPdesk users have improved performance because the problems are better recorded. We can give a quick answer to any question.

Pros:

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.

Cons:

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.

TOPdesk has been a great asset enabling us to improve our customer service

Pros:

- 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

Cons:

- 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

My opinion about topdesk

Pros:

How fine and easy topdesk works IT related

Cons:

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

Great support

Comments: TOPdesk is an user friendy application. Continuously innovative

Pros:

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

Cons:

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

Easy to manage

Comments: So easy to use and maintain. Also if you contact the TOPdesk service desk there is a very quick response.

Pros:

It is easy to make your own environement.

Cons:

Nothing really! We are very happy with the use of the modules we use.

Not so good experience with the product

Comments: Very bad experience from day one when it had to be integrated and subsequent bad experience with the support. Have given up contacting them.

Pros:

That we should not have a server standing with ourselves

Cons:

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.

Review Gert Ruiters

Comments: Maintenance contracts entered in TOPdesk now run automatically.
visitors are properly registered with the visitors registration module.
No phone calls anymore, tickets are created by the customers direcly.

Pros:

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

Cons:

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.

Top Marks

Comments: 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.

Pros:

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.

Cons:

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

Let the great team of TOPdesk help make your life easier

Pros:

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.

Cons:

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.

Success with self-service

Comments: TOPdesk are an excellent company to work with, very responsive and helpful. You are made to feel like part of the wider team. We feel we get excellent value for money with this product.

Pros:

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.

Cons:

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

TopDesk review

Pros:

Easy to use and gets you a clear overview over support cases.

Cons:

Some missing features, such as being able to easily assign several cases to a specific supporter/agent at once.

Basic work easy, reporting a little difficult

Pros:

The creation of tickets and the overal feel of topdesk isn't too difficult. Also the automatic importing of mails is a nice feature

Cons:

reporting is a bit difficult at times and you don't always know what categories to include

Moving from a locally hosted version to SaaS was the best decision we made.

Pros:

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.

Cons:

HTML in emails!! Pleased to say that this is something that TOPdesk appear to be addressing. The lack of customisation for operators is frustrating

Good basic IT ticketing system

Comments: 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.

Pros:

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.

Cons:

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.

Easy call management!

Comments: Helping users 'self-solve'.
Tracking incidents and requests.
Managing estates / assets.

Pros:

Simple and clear call management. Flexible and highly customisable asset management and SSP.

Cons:

Some settings are buried deep within the menu structures - can make it tricky to locate the one you need.

An excellent FM package

Comments: 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.

Pros:

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.

Cons:

The lack of support for the 24 hours calendar.

Great ITILbased software

Pros:

Scalable professional software that is highly intuitive

Cons:

Nothing, it is one of the best software suites I know in this branche