TOPdesk - Avis

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.

Overal usability and functionality.
Adaptebility

Not able to use ritch text and copy/paste pictures

The ssp is the perfect tool for the end user

Dont have cons at this moment writing this review

Easy tooling to understand for new users.

Modules can be difficult to manage without expedience.

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.

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.

Ease of use, plenty of self help guides and support, they are always introducing new features and actually listen to its customer base, which to a greater extent drives their development of the products.

Having to invest in extra modules.
Setting up the actions and events

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

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

TopDesk is easy to use and easy to get other teams up and running using it. We also find it easy to admin.

The reporting could be better. I've seen other colleagues using other systems with better reports. Note: this may be symptomatic of the way we use TOPdesk rather than the tool!

It looks fantastic! Probably the best-looking Ticket System on the market.

Kind of hard to set up and maintain. Imports are done by Scripts.

Flexibility to deliver virtually all we need by way of ITSM.
Configurable, but stable SaaS.
Fab self-service environment.

Niggles about reporting, but that's more likely to be user error. Still not 100% integrated with MS Exchange to share calendar appts for example.

Well structured design and look-and-feel.
Graphical overview with parent-child relation.
ITSM functions for configuration management, incident management, problem management and change management. Self service portal designer.

Very specific pointed towards the IT world, such as for a printer defect. But not the ideal solution for a more general type of ITSM application.
Company sells software license and necessary consultancy services on top of this.