The solution's reporting feature could be better. Also, it needs integration with Teams for users to chat with the help desk. In addition, it has technical limitations compared to other vendors in the market.
All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes.
Senior Support Engineer WE IT Servicedesk WE Europe BV at WE Men
Real User
Top 20
2023-01-09T12:35:27Z
Jan 9, 2023
One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information. If you look at the competitors in the market they all have more artificial intelligence features. You are able to go to your help desk site, see a few questions and after that, you answer the questions for the ticket and the problem is solved. The TOPdesk version does not have this type of feature. Our on-premises system is outdated, and the cloud versions do not have certain advantages that the competitors possess currently.
Specialist TOPdesk (SaaS) applicatiebeheer & business consultancy at a tech services company with 11-50 employees
Real User
2020-07-13T06:55:00Z
Jul 13, 2020
Change management implementation, facility management, and making reservations on assets can be improved. In the next release, I would like to see more artificial intelligence algorithms within the software. This would have more self-learning capabilities and additional features.
Head of ICT at a logistics company with 1,001-5,000 employees
Real User
2020-03-03T08:47:00Z
Mar 3, 2020
The solution's change management module could be better. The fact that it's very modular is causing headaches when working with reporting. We've found that many clients who use the solution need to have other reporting solutions on top of it because the native solution is lacking good reporting. The solution lacks some functionality and integration with other modules which makes it difficult to run big projects.
Service Desk Team Leader at a university with 1,001-5,000 employees
Real User
2020-01-22T12:44:00Z
Jan 22, 2020
This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package. This solution can integrate with most products, but it is based on consultancy fees.
What is a help desk used for? A help desk is a tool that helps businesses organize client interactions so that they can reply and serve consumers more quickly and effectively. Help desks include tools that provide context and insight into customer experiences. They also have tools that allow you to benchmark your support team's performance, ensuring that they are truly efficient in supporting and assisting consumers.
When asked to weigh in on the essential features of help desk software,...
The solution should be made more user-friendly.
We cannot change the projects. If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket.
The solution's reporting feature could be better. Also, it needs integration with Teams for users to chat with the help desk. In addition, it has technical limitations compared to other vendors in the market.
All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes.
One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information. If you look at the competitors in the market they all have more artificial intelligence features. You are able to go to your help desk site, see a few questions and after that, you answer the questions for the ticket and the problem is solved. The TOPdesk version does not have this type of feature. Our on-premises system is outdated, and the cloud versions do not have certain advantages that the competitors possess currently.
Change management implementation, facility management, and making reservations on assets can be improved. In the next release, I would like to see more artificial intelligence algorithms within the software. This would have more self-learning capabilities and additional features.
The solution's change management module could be better. The fact that it's very modular is causing headaches when working with reporting. We've found that many clients who use the solution need to have other reporting solutions on top of it because the native solution is lacking good reporting. The solution lacks some functionality and integration with other modules which makes it difficult to run big projects.
This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package. This solution can integrate with most products, but it is based on consultancy fees.
This solution would be improved if you could avoid repeating cards. An operator is also a user but requires creating two different records.