15 ans à aider les entreprises luxembourgeoises
à choisir le meilleur logiciel

En savoir plus sur TOPdesk

Logiciel de gestion de services conforme à l'ITIL avec tableau de bord des KPI permettant de suivre la charge de travail de chaque employé et d'attribuer des tâches efficacement.

En savoir plus sur TOPdesk

Avantages :

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.

Inconvénients :

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.

TOPdesk - Notes

Note moyenne

Facilité d'utilisation
4,4
Service client
4,6
Fonctionnalités
4,3
Rapport qualité-prix
4,3

Probabilité de recommander le produit

8,6/10

TOPdesk a reçu une note globale de 4,4 étoiles sur 5 d'après 87 avis d'utilisateurs publiés sur Capterra.

Avez-vous déjà utilisé TOPdesk ?

Partagez vos expériences avec d'autres acheteurs de logiciels.

Filtrer les avis (87)

Giovanni Ficcadenti
Giovanni Ficcadenti
Guest Services Specialist (É.-U.)
Utilisateur LinkedIn vérifié
Internet, 10.000+ employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Cloud-based software.

5,0 il y a 3 ans

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Réponse de l'équipe de TOPdesk

il y a 2 ans

Hi Giovanni, thank you very much for reviewing TOPdesk and the feedback. If there's anything we can do to help you please reach out. Happy to help.

David
CTO (Pays-Bas)
Gestion de l'enseignement, 501–1.000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Alternatives envisagées :

Best ITSM available

5,0 il y a 3 mois

Avantages :

TOPdesk is very easy to implement. It can come with a best practice set-up if you like. The consultants I worked with were great but with a bit of learning you can do a lot of things yourself aswell. Compared to some competititors (ServiceNow for example) it doesn't feel like they try to bleed you dry with consultancy hours. Also the asset management module is awesome, fully customizable and API based. And although the actions and action sequences are a bit harder to learn, once you master them the options for automating are endless.

Inconvénients :

No cons yet. Although the reports can be a bit meh, but you can connect to PowerBI or something similar through the OData feed.

Réponse de l'équipe de TOPdesk

il y a 3 mois

Hello David, thanks for your detailed review! We're thrilled to hear you find TOPdesk easy to implement and appreciate the asset management module and automation possibilities. We also value your feedback on our reporting capabilities and we're continuously working on improvements. It's great to know that you chose TOPdesk over other alternatives for its flexibility and ease of implementation. Your support means a lot to us! Best, Team TOPdesk

Mark
Service desk (Pays-Bas)
Banque, 501–1.000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

TOPdesk still on top?

3,0 il y a 2 mois Nouveau

Commentaires : Although TOPdesk offers everything you would expect from an ITSM tool, and has proven itself over the years, i feel like it has been surpassed by their competitors, which offer a more modern experience for both users and administrators.

Avantages :

TOPdesk has been one of the most used tools of its kind for quite some time, and offers all functionality that you would expect.

Inconvénients :

The look and feel of TOPdesk are not as up to date as their more modern competitors.

Réponse de l'équipe de TOPdesk

il y a 2 mois

Hey Mark, Thank you for sharing your thoughts! We're glad to hear that you appreciate the functionality of TOPdesk. Your feedback about the look and feel of our platform is noted. We're always aiming for improvement and a more modern experience is definitely on our radar. We understand that competition is fierce and we're committed to keep evolving to meet and exceed expectations. Your feedback is incredibly valuable in this process. Best, Team TOPdesk

Wijnand
Technical Consultant (Pays-Bas)
Services et technologies de l'information, 11–50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Alternatives envisagées :

TOPdesk: An Extensive ITSM Tool

4,0 il y a 3 mois

Avantages :

Configurability Customizability Support of TOPdesk

Inconvénients :

No option to give users/clients a way to create their own account to access the SSP

Réponse de l'équipe de TOPdesk

il y a 3 mois

Hey Wijnand, we appreciate your review! Good to hear you're enjoying TOPdesk's adaptability and our support. Your feedback about user/client account creation is noted. It's really helpful as we strive to improve. Best, Team TOPdesk.

Sven
Cloud Engineer (Pays-Bas)
Services et technologies de l'information, 51–200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

TOPdesk as ITSM tool

5,0 il y a 3 mois

Avantages :

Look and feel, easy to use. Team cooperation

Inconvénients :

Some features cannot be customized (saas)

Réponse de l'équipe de TOPdesk

il y a 3 mois

Hi Sven, it's great to hear you find TOPdesk user-friendly and helpful for team cooperation. Your feedback on features' customizability is appreciated as we're always aiming to improve. We're glad that TOPdesk's ease of administration, product knowledge, and cost reduction led you to switch. Thanks for your input! Best, Team TOPdesk.

Martijn
Product owner (Pays-Bas)
Services et installations de loisirs, 1.001–5.000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Alternatives envisagées :

Great value for money!

5,0 il y a 3 mois

Avantages :

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

Inconvénients :

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

Réponse de l'équipe de TOPdesk

il y a 3 mois

Hi Martijn, thanks for the positive review! It's great to hear that you're happy about TOPdesk and find it easy for end-users. We're glad our support team is meeting your expectations too. Your comment about the backend has been noted. We're all about making things better, so your input really matters. Best, Team TOPdesk.

Randy
Werkplekbeheerder (Pays-Bas)
Services et technologies de l'information, 201–500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

My opinion about topdesk

4,0 il y a 3 mois

Avantages :

How fine and easy topdesk works IT related

Inconvénients :

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

Réponse de l'équipe de TOPdesk

il y a 2 mois

Hey Randy, Thank you for the review! We're thrilled to hear that you're finding TOPdesk easy to use for your IT needs. It's music to our ears that it's working perfectly for you right now. We're here if you ever need any help. Best, Team TOPdesk.

Leroy
It projectmanager (Pays-Bas)
Administration publique, 51–200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Good application

4,0 il y a 3 mois

Avantages :

The ssp is the perfect tool for the end user

Inconvénients :

Dont have cons at this moment writing this review

Réponse de l'équipe de TOPdesk

il y a 2 mois

Thank you for sharing your review! Great to hear the SelfServicePortal is meeting your needs.

Daniel
supervisor (Pays-Bas)
Vente au détail, 1.001–5.000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

User focused on Self service portal and tickets

4,0 il y a 3 mois

Commentaires : 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

Avantages :

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

Inconvénients :

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

Réponse de l'équipe de TOPdesk

il y a 3 mois

Hi Daniel, thanks for your feedback! It's great to hear that you find TOPdesk easy to use and versatile. We understand your point about new features and we're working to improve our communication. Best,Team TOPdesk

Peter
Peter
Topdesk Administration (Pays-Bas)
Utilisateur LinkedIn vérifié
Administration publique, 1.001–5.000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Best work ever did

5,0 il y a 3 mois

Commentaires : Nover done this kind of nice work in my life and I did a lot in ICT functions.
But daily working with Topdesk is the most great work I ever did. In all parts.

Avantages :

The way topdesk can let you organize all processes and flows and forms. all issues can be adressed and disturbance is unknown.

Inconvénients :

In the flow developping is no visual sign appearing when 2 people are working together in the same flow.

Réponse de l'équipe de TOPdesk

il y a 2 mois

Wow Peter, thank you very much for the amazing compliment. Great to read you are so satisfied with TOPdesk. Best, Team TOPdesk

Rudy
Service Desk Team Leader (R.-U.)
Gestion de l'enseignement, 201–500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

My Journey with TOPdesk

5,0 il y a 5 ans

Commentaires : This is a great tool for Shared Services, and its potential as a one stop shop for all requests and enquires within any organisation, no matter how large or small that might be.

Avantages :

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.

Inconvénients :

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

Réponse de l'équipe de TOPdesk

il y a 3 ans

Hi Rudy, thank you very much for sharing your review. We really appreciate it! We're all about Shared Services, so happy to read it fits your needs.

Gert
Application controler (Pays-Bas)
Production alimentaire, 1.001–5.000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Review Gert Ruiters

4,0 il y a 3 ans

Commentaires : 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.

Avantages :

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

Inconvénients :

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.

Réponse de l'équipe de TOPdesk

il y a 2 ans

Hi Gert, Thank your for making some time to review our product and services. We really appreciate it. We will always improve our product and we are happy to hear that you know where to find the updates. If you have any suggestions or questions feel free to contact us. Always happy to help.

Barry
Infrastructure Engineer (Pays-Bas)
Papier et produits forestiers, 10.000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

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

5,0 il y a 5 ans

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

Avantages :

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

Inconvénients :

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

Réponse de l'équipe de TOPdesk

il y a 3 ans

Hi Barry. Thanks for sharing this review and to read we've helped you take the SOX compliancy steps. Smurfit has been with us for many years and we hope we can continue this great collaboration with you for many years to come!

Stella
Stella
Chief Of Operations (É.-U.)
Utilisateur LinkedIn vérifié
Automobile, 501–1.000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

TOPdesk reduces the response time of any customer question.

5,0 il y a 5 ans

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Réponse de l'équipe de TOPdesk

il y a 3 ans

Thank you for writing this review Stella. We appreciate it!

Toos
IT Service Engeneer (Pays-Bas)
Services et installations de loisirs, 1.001–5.000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Perfect Solution for a Service Desk

5,0 il y a 3 mois

Avantages :

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

Inconvénients :

Working in background is not always easy.

Réponse de l'équipe de TOPdesk

il y a 3 mois

Hey Toos, we're so glad to hear that you find TOPdesk a perfect solution for a Service Desk! We've taken note of your feedback and we always appreciate hearing how we can improve. Best, Team TOPdesk.

Diekus
System Admin (Pays-Bas)
Eau/gaz/électricité, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

TOPdesk review Dec 2023

4,0 il y a 3 mois

Avantages :

Overal usability and functionality. Adaptebility

Inconvénients :

Not able to use ritch text and copy/paste pictures

Réponse de l'équipe de TOPdesk

il y a 3 mois

Hi Diekus, we're happy to hear you enjoy TOPdesk's usability and functionality. Your feedback about rich text and picture pasting is noted - we're always aiming to improve. Best, Team TOPdesk

Marciano
Service manager (Pays-Bas)
Comptabilité, Auto-entrepreneur
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Topdesk is overall good to work with

3,0 il y a 3 mois

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

Avantages :

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

Inconvénients :

When different people work in the same card

Réponse de l'équipe de TOPdesk

il y a 2 mois

Hi Marciano. Great to hear you like the Change module and it's capabilities. Thank you for sharing your review!

Ian
Ian
Applications Infrastructure Manager (R.-U.)
Utilisateur LinkedIn vérifié
Enseignement supérieur, 501–1.000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

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

4,0 il y a 6 ans

Avantages :

- 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

Inconvénients :

- 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

Réponse de l'équipe de TOPdesk

il y a 3 ans

Thank you Ian for your review!

Gordon
Assistant Director of Computing Services (R.-U.)
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Great package, helpful consultants and potential for you to develop into a joined up SM system

4,0 il y a 6 ans

Avantages :

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

Inconvénients :

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.

Réponse de l'équipe de TOPdesk

il y a 3 ans

Thank you Gordon!

Chris
Service Delivery Manager (R.-U.)
Gestion de l'enseignement, 501–1.000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Views of a Delivery Manager

5,0 il y a 5 ans

Commentaires : The consultancy period thus far has been superb.

Avantages :

What appealed particularly was the Tabbed GUI. This makes working on Parallel tasks much easier. In addition the comprehensive feature list covered both the needs of out IT SUpport Team and our Facilities team.

Inconvénients :

The restriction to just 2 levels of an item. e.g. Main and Sub Category, Branch and Sub Branch. However we have manage to work around it.

Réponse de l'équipe de TOPdesk

il y a 3 ans

Thank you Chris!

Lauri A.
Lauri A.
Clean Energy Administrative Support, Management & Sales/Customer Service in Greater Boston Area (É.-U.)
Utilisateur LinkedIn vérifié
Équipements publics, 2–10 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

TOPdesk is a good placeholder for tracking and maintaining customer updates & items in process

3,0 il y a 4 ans

Commentaires : We use TOPdesk to maintain steps in our testing processes and to document those steps with the customer from beginning to close of the project. My corporation wants to combine our incidents, which currently look like tabs on the screen, with more expansive features including reports so is moving from TOPdesk to Salesforce, which I have used in the past and is very different in its interface.

Avantages :

It's a simple digital place to create "incidents" for each product test and maintain customer records per incident which can either be available to or hidden from the customer.

Inconvénients :

TOPdesk is limited in what kind of documentation it can hold. We cannot include and manipulate all the files we need to work with. It's a placeholder for items and info., not a space for working on them.

Réponse de l'équipe de TOPdesk

il y a 3 ans

Hi Lauri, thank you for your review! We really appreciate it. The use case you are describing isn't our typical ITSM/ESM case we cater to so there might be a gap between what we offer and your needs. Moving forward to a better fit is the logical step. We hope this step towards Salesforce helps you out. Best of luck! For ITSM/ESM support we're very happy to support you in any future needs. Thanks again.

Alex
Infrastructure Engineering Manager (R.-U.)
Gestion de l'enseignement, 1.001–5.000 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

TopDesk Review

5,0 il y a 5 ans

Commentaires : The ability to manage two separate departments under one helpdesk system. TopDesk has allowed us to easily create a two department structure for managing work load and has also helped in the developed of Trust wide projects.

Avantages :

Easy to use Tabbed cards allowing you to work on multiple tickets at one time Clear module structure and interfaces Ability to link different cards under one module

Inconvénients :

No 24hr clock when regional setting is set to GMT Linking two calls together auto generates a major call which is not always suitable

Réponse de l'équipe de TOPdesk

il y a 3 ans

Thank you Alex for writing this review. We aim to be a top player in ESM/Shared Service Management for easy collaboration. Great to see you're using it with several departments. Thanks for sharing.

Nick
Operations Delivery Manager (R.-U.)
Gestion de l'enseignement, 1.001–5.000 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Topdesk - Thinking Solutions for Education

5,0 il y a 5 ans

Avantages :

The UI of Topdesk is one of the best & modern UIs that I have seen, the ability to have tabs within a single Topdesk page helps operators to have multiple calls open simultaneously. The API provides an easy way for bulk updates to items in TopDesk to be applied.

Inconvénients :

Duplication of workflows for events and actions between 1st and 2nd line call management, would be nice to be able to have shared events/actions that are consistent between both 1st & 2nd line calls.

Réponse de l'équipe de TOPdesk

il y a 3 ans

Hi Nick. Thank you for writing this review. We really appreciate it!

Ludwig
Technology executive (Belgique)
Logiciels, 51–200 employés
Temps d'utilisation du logiciel : Essai gratuit
Source de l'avis

ITSM Evaluation of TopDesk

4,0 il y a 5 ans

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Réponse de l'équipe de TOPdesk

il y a 3 ans

Thank you Ludwig for your review and feedback. We definitely originated from ITSM. We're focused on ESM and Shared Service Management nowadays and hope that in time the IT experience you had improves to a wider scope. Please reach out if we can be of any assistance on this.

stewart
Senior App support (R.-U.)
Administration publique, 201–500 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Great Services, enjoyable meeting with Will

5,0 il y a 6 ans

Avantages :

Makes our organisation more efficient and the wider business found it really easy to adapt to with relatively little training.

Réponse de l'équipe de TOPdesk

il y a 3 ans

Thank you Stewart!