Opiniones de TOPdesk

Perfecta herramienta para gestión de servicio

Puntos a favor:

Me permite gestionar incidentes, hacer seguimiento de los mismos,gestionar recursos IT, supervisó la red,puedo dejar al cliente en un portal de autoservicio, herramienta muy completa

Contras:

No me ha disgustado nada, como digo es muy complet

Having used many CAFM system's this is certainly the best software and comes with excellent support

Comentarios: na

Puntos a favor:

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.

Great value for money!

Puntos a favor:

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

Contras:

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

Not so good experience with the product

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

Puntos a favor:

That we should not have a server standing with ourselves

Contras:

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.

Customisable incident management

Puntos a favor:

Very customisable to suit any purpose so we can create many branching categories for escalation and redirecting requests

Contras:

Can be a little un wieldy if you have many different categories for end users to find what they need

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

Puntos a favor:

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.

Contras:

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.

Top Marks

Comentarios: 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.

Puntos a favor:

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.

Contras:

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

Easy to manage

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

Puntos a favor:

It is easy to make your own environement.

Contras:

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

Service excellence experts - supplier as a business partner

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

Topdesk has improved over the years.

Comentarios: All in all this is a sound product that gets the job done. As it is very configurable we have over the years automated al lot of services via the self-service portal.

Puntos a favor:

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.

Contras:

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.

That is possible in TOPdesk

Comentarios: 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.

Puntos a favor:

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.

Contras:

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

Review TOPdesk

Comentarios: I have been using TOPdesk for almost 2 years now. TOPdesk is very easy to use and the functionalities speak for themselves. Creating a ticket in TOPdesk is easy. In addition, you can design TOPdesk entirely according to your own taste. Changes are therefore made in no time. You also have the option to generate reports. This is very easy to check and improve your own services. I enjoy working with TOPdesk with great pleasure and ease.

Puntos a favor:

TOPdesk is very easy to use. The software is full of useful functionalities. In addition, it is possible to retrieve the correct data from TOPdesk. Furthermore, the TOPdesk developers are continuously working on improving the product. This is very nice. TOPdesk is suitable for both large and small companies.

Contras:

After the last update, TOPdesk has some preformance problems. However, the developer is busy fixing this and they are well on their way.

TopDesk review

Puntos a favor:

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

Contras:

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

YOUR helpdesk package from a company who makes their helpdesk YOUR helpdesk

Comentarios: Topdesk has helped us to ensure we meet all aspects of our SOX compliance around incident and change management.

Puntos a favor:

Topdesk is a very flexible modular helpdesk application, for which I not as of yet found limitation with. The support team encourage you to adapt the system to complete new activities they have not as of yet thought of. The API and flows support built in by default make this a very powerful system

Contras:

In all honesty, the only con, is that I cannot think of a con at a moment

Training at Manchester office

Comentarios: Great, all the staff at TOPdesk were helpful and keen to ensure we achieved our goals.

Puntos a favor:

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.

Contras:

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

Perfect Solution for a Service Desk

Puntos a favor:

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

Contras:

Working in background is not always easy.

TOPdesk reduces the response time of any customer question.

Comentarios: 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.

Puntos a favor:

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.

Contras:

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 is overall good to work with

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

Puntos a favor:

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

Contras:

When different people work in the same card

Separation of different teams within TOPdesk works very well so that they can manage their own calls

Comentarios: TOPdesk works well for call/issue management and benefits from being based on the ITIL model. It can help if you have different teams/departments which need a service management tool but want to manage their calls separately.

Puntos a favor:

Self-service Portal is very good, particularly with the latest version. If you populate the knowledge base well, users can often find the help they need before needing to raise a call

Contras:

The tools for configuring events and actions need improving, especially the tool for events which, whilst very powerful, is cumbersome to use when configuring event criteria

Easy call management!

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

Puntos a favor:

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

Contras:

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

TOPdesk User Support

Comentarios: Very positive with great flexibility and incredible support.

Puntos a favor:

Flexibility within the tool, vast array of modules.

Contras:

Project management could do with expansion to support more agile approach

Quality

Comentarios: from 1st visit to build to launch everything was so professional. Everyone I spoke to was an excellent ambassador for the company.

Puntos a favor:

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

Contras:

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

Great ITILbased software

Puntos a favor:

Scalable professional software that is highly intuitive

Contras:

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

An excellent FM package

Comentarios: 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.

Puntos a favor:

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.

Contras:

The lack of support for the 24 hours calendar.

Good versatile product

Comentarios: 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.

Puntos a favor:

Great functionality, only pay for what you need. Straightforward, excellent implementation, up and running quickly and easily.

Contras:

Nothing so far, all has met or exceeded expectations