TOPdesk ITSM

What differentiates TOPdesk ITSM from other similar products?

TOPdesk is great since it is simple to use and provides rapid responses to inquiries. It has fantastic capabilities that allow me to build a modular and readily adjustable structure. I have the option of a simple method to react to emails in order to update tickets. It is great, has a straightforward UI, and makes it simple and straightforward to grasp.

What is your favorite aspect of this product?

TOPdesk provides a plethora of options for organising and ranking tickets based on their importance. This programme is notable for its call management tool, which can conveniently handle procedures and difficulties. Another aspect that appeals to me is its self-service site, which allows my clients to obtain answers without having to contact me.

What do you dislike most about this product?

It does not allow users to update their profiles with additional information such as contact numbers, links from social networking platforms, education, and courses. SSP processes could be more adaptable if they were HTML capable of providing a better user interface to users. It does not include a time and expense management system.

What recommendations would you give to someone considering this product?

I must emphasise that it is highly recommended; the implementation period is short, and the way you operate speeds up your procedures and productivity. By handling contracts, you will gain more dynamism with your customers and will be able to meet with your suppliers more frequently.

What differentiates TOPdesk ITSM from other similar products?

TopDesk has become a fundamental part of our field of work by being able to comply with all our requirements, documented and in turn with the implementation terms given. Although at the beginning we went through a period of low performance due to the programming of the software, it is already the pillar of our IT system, although due to its functionality and the monitoring of proposals that it has, there are other departments that want to use the software.

What is your favorite aspect of this product?

TopDesk is an easy-to-use software in which the different reports that the company wishes to add are made in a simple way, and in this way, stored data is extracted, analyzed and put into practice in favor of the helpdesk solution. Within the program, support requests can be imported to the customer's knowledge database, and this import can be done manually or as part of a constant update system to keep abreast of user changes or administration of assets, among other options.

What do you dislike most about this product?

TopDesk has a lot of details, especially in its main functions that lower benefits at its service, for example the project module does not have some details and basic metrics essential to do a good job, such as: budget, summary, date startup, expenses, time management. This added to the project templates that are not entirely efficient gives a lot to improve in this area. Besides this, it would not be bad to be able to use a Time - Expenses management and to be able to appreciate the projects, time per ticket, expenses and tasks in it.

What recommendations would you give to someone considering this product?

The program is not well adapted to handle the large number of business-related jobs, because there are no functions for managing people, managing tasks, costs and budgets among others. However, it is very suitable in terms of generating IT Tickets and any type of IT operation in general, to achieve the best results it is always good to recommend that the company be involved in the design and configuration phases of the program and this way to get the best out of it.

What differentiates TOPdesk ITSM from other similar products?

TopDesk provides the company with monitoring of our current support requests in real time, this information being sent to a team of remote technicians, in turn allowing historical data to be stored and accessed through customers and internal teams. In short, it is our ticket and window queue management system.

What is your favorite aspect of this product?

TopDesk has a great capacity when responding to different emails to update tickets to both the person making the request and the person working on the support request, this tool makes it much easier to inform all contacts about the progress of the tickets and their eventual resolutions. At other points, data can be imported into the program very easily and eventually inserted into the system. In short, TopDesk provides highly customizable reports based on the requests made by the organization.

What do you dislike most about this product?

The initial configuration to start using the program is complex and makes the initial experience with TopDesk a bit daunting, the survey module in turn could have some improvements such as facilitating integration with the leading programs on the market in that area . The lack of compatibility with HTML makes various functions of the Software, such as SSP forms and knowledge base articles, unfriendly to the user. It also happens that user profiles are a bit limited when it comes to adding details since they do not have entries such as phone numbers, social networks, education and courses taken among other alternatives.

What recommendations would you give to someone considering this product?

Any system of any company that is based on appointments can be modeled within the Software by using the appointment planning board, this allows senior administrative positions to verify which appointments have been scheduled by the employees. TopDesk is ideal for any department or company that is related to information technology and that operates within a ticket-based system since this is the strength of the program, especially if it is necessary to monitor and manage workloads in the company.