¿Quién usa TOPdesk?

TOPdesk proporciona una solución para los centros de atención tanto de pequeñas empresas como de grandes multinacionales con una aplicación que puede usarse en departamentos de asistencia como TI, RR. HH. o instalaciones.

¿Qué es TOPdesk?

El software TOPdesk, basado en la nube, ayuda a las empresas a ofrecer mejores servicios a sus clientes. Con un software de help desk fácil de usar y más de 20 años de experiencia, este software te ayuda a gestionar incidentes, crear flujos de trabajo y realizar un seguimiento de las configuraciones. Los usuarios finales son más autónomos gracias al portal de autoservicio. Más de 4500 organizaciones en todo el mundo usan ya TOPdesk para aumentar la eficiencia y mejorar la satisfacción del cliente. ¿Buscas la excelencia en el servicio? Deja que esta solución te guíe.

Información sobre TOPdesk

TOPdesk

http://www.topdesk.com

Fundada en 1993

Vídeo de TOPdesk
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Resumen de precios de TOPdesk

TOPdesk no tiene versión gratuita, pero ofrece una prueba gratis. La versión de pago de TOPdesk está disponible a partir de USD 66.00/mes.


Precio inicial

USD 66.00/mes

Versión gratuita

No

Prueba gratis

TOPdesk: implementación y asistencia

Asistencia

  • En horario ininterrumpido (atiende un representante)
  • Horas laborables
  • En línea

Implementación

  • Instalado: Mac
  • En la nube, SaaS, web
  • Instalado: Windows

Formación

  • En persona
  • En vivo en línea
  • Seminarios web
  • Documentación

Funciones de TOPdesk

  • Gestión de configuración
  • Gestión de contratos o licencias
  • Gestión de incidentes
  • Gestión de la disponibilidad
  • Gestión de problemas
  • Gestión de proyectos
  • Gestión de publicaciones e implementaciones
  • Gestión del cambio
  • Portal de autoservicio
  • Seguimiento de activos

Lista completa de Software de ITSM

  • Acceso móvil
  • Facturación
  • Gestión de calibración
  • Gestión de inventarios
  • Gestión de llaves y cerraduras
  • Gestión de pedidos de trabajo
  • Gestión de técnicos
  • Mantenimiento predictivo
  • Mantenimiento preventivo
  • Programación
  • Seguimiento de activos
  • Seguimiento del historial de servicios

Lista completa de Software de gestión de mantenimiento

  • Alertas y alzada
  • Almacenamiento de documentos
  • Chat en tiempo real
  • Comunicación multicanal
  • Configuración de flujos de trabajo
  • Control/Acceso remoto
  • Creación de informes/análisis
  • Creación de marca personalizable
  • Enrutamiento automatizado
  • Gestión de SLA (Service Level Agreement)
  • Gestión de centros de atención telefónica
  • Gestión de la base de conocimiento
  • Gestión de recursos informáticos
  • Gestión de tickets
  • Integración de correo electrónico
  • Integración de redes sociales
  • Macros y modelos de respuestas
  • Portal de autoservicio
  • Seguimiento de interacciones
  • Supervisión de redes

Lista completa de Software de mesa de ayuda

  • Catálogo de servicios
  • Creación de informes de servicio
  • Gestión de contratos
  • Gestión de incidentes
  • Gestión de recursos informáticos
  • Gestión de tickets
  • Gestión de versiones
  • Gestión del conocimiento
  • Portal de autoservicio

Lista completa de Software para servicios informáticos

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Opiniones de TOPdesk

Todas las opiniones

Calificación general

4.6/5

Evaluación media

Facilidad de uso 4.5
Atención al cliente 4.7
Funcionalidades 4.4
Relación calidad-precio 4.5

Evaluar software

Comparte tus experiencias con otros compradores de software.

¡Escribe una reseña!
Jon F.
Chief Information Officer
Educación superior, 501-1000 empleados
Ha utilizado el software durante: Más de un año
  • Calificación global
    5 /5
  • Facilidad de uso
    5 /5
  • Características y funcionalidades
    5 /5
  • Asistencia técnica
    5 /5
  • Relación calidad-precio
    5 /5
  • Probabilidad de recomendación
    10/10
  • Fuente de la reseña 
  • Publicado el 16/3/2018

"From early engagement to beyond our successful full implementation, a thoroughly positive experience"

Comentarios: It has overall been a really exceptional and rewarding engagement of a software supplier and implementation of their tool.

Puntos a favor: Easy to use UX, end-user focused and people-centric, fabulously engaging and innovative implementation consultants, modular building blocks, value for money offering, usable as a cross-organisation service desk, builds upon and improves existing rigour, attracts and converts even the digital wary, brilliant ongoing support and account management ... with us for the journey.

Contras: Although TOPdesk already offers many APIs and integrations, there are some of our more obscure legacy software that required new integration developing, however this is not really truly a representation of TOPdesks very comprehensive offering

Respuesta de proveedores

por TOPdesk el 19/10/2020

"It has overall been a really exceptional and rewarding engagement of a software supplier and implementation of their tool." Wow. That's what we strive for! Thank you Jon for your feedback and compliments.

  • Fuente de la reseña 
  • Publicado el 16/3/2018
Dave W.
IT Director
Ha utilizado el software durante: Más de un año
  • Calificación global
    5 /5
  • Facilidad de uso
    5 /5
  • Características y funcionalidades
    5 /5
  • Asistencia técnica
    5 /5
  • Relación calidad-precio
    5 /5
  • Probabilidad de recomendación
    Sin valoración
  • Fuente de la reseña 
  • Publicado el 8/2/2018

"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.

Respuesta de proveedores

por TOPdesk el 19/10/2020

Thanks Dave for sharing this elaborate review. We really appreciate it!

  • Fuente de la reseña 
  • Publicado el 8/2/2018
Christopher A.
Lead Software Engineer
Medios online, 1001-5000 empleados
Ha utilizado el software durante: Más de dos años
  • Calificación global
    3 /5
  • Facilidad de uso
    3 /5
  • Características y funcionalidades
    3 /5
  • Asistencia técnica
    3 /5
  • Relación calidad-precio
    3 /5
  • Probabilidad de recomendación
    9/10
  • Fuente de la reseña 
  • Publicado el 6/2/2021

"A cloud-based platform enables enterprises to provide high quality services to their patrons"

Comentarios: TOPdesk assistance is very effective by phone, emails or from a self-service dashboard. Queries and problems are generally addressed or resolved within a given timeframe. SAAS hosting is still very efficient, with a marginal amount of latency throughout the past 2.5 years. TOPdesk hosting service management days intended to pull together other system operators using TOPdesk to explore their preferences, hates, and suggestions. They really listen to and keep ideas on board.

Puntos a favor: We're glad to have picked TOPdesk. The installation and design is quite simple comparative to several other ticketing systems in which we have accomplished the transformation within several months without needing a specialized developer. The User Interface with both self-service terminals and the manager portals is new, and we also like how recommended information articles appear instantly when an event happens.

Contras: One weakness, developing workflow-based email prompts is very complicated and time taking. Our implementation representative also had a rough time setting it up the trigger points to deal with. This prompted our work to be postponed for a couple of weeks. Months after, we sometimes have stimuli that just don't work well. It normally takes roughly an hour to fix a trigger.

  • Fuente de la reseña 
  • Publicado el 6/2/2021
Rudy B.
Service Desk Team Leader
Hardware informático, 201-500 empleados
Ha utilizado el software durante: Más de dos años
  • Calificación global
    4 /5
  • Facilidad de uso
    5 /5
  • Características y funcionalidades
    4 /5
  • Asistencia técnica
    5 /5
  • Relación calidad-precio
    4 /5
  • Probabilidad de recomendación
    10/10
  • Fuente de la reseña 
  • Publicado el 31/7/2018

"IT Services and Technical Support technician/Team leader"

Comentarios: Its great for logging incidents and requests. The Self service portal is easy to use for customers, and can be used in any organizational process.
We have been using this product since 2008 and it has improved with each version. We hope to eventually move to the SAAS version.
The New Asset Management module has been a great innovation and is very simple to set up and configure.
Overall this product is easy to use and will support all processes that an organization may use.
This product is constantly under development and it's great that they actively encourage their customers to help in its development.
Customer support is second to none, and they are always polite and professional.

Puntos a favor: It's ease of use, not just for the customers, but for operators too.
Its easy to customize for your organization.
Constantly under development and they listen to the requests of their users.
The New Asset Management Module is easy to use and customize. This has been a great innovation and development.
Great customer support, which is really important.

Contras: Its modular based and this can bump up the initial price if you require other modules.
The Actions and Events module needs a steep learning curve to learn and use properly, and can at times be very frustrating when triggers don't work properly.
The Forms module has been a great free addition, but it needs more work on to be fully functional, templates could have been provided.
Change Management module can be very daunting to use.

Respuesta de proveedores

por TOPdesk el 19/10/2020

Thank you for sharing this experience as a long time customer! We look forward to many more years to come Rudy.

  • Fuente de la reseña 
  • Publicado el 31/7/2018
Martin W.
IT Manager - Global Helpdesk
Productos farmacéuticos, 201-500 empleados
Ha utilizado el software durante: Más de un año
  • Calificación global
    5 /5
  • Facilidad de uso
    4 /5
  • Características y funcionalidades
    5 /5
  • Asistencia técnica
    5 /5
  • Relación calidad-precio
    5 /5
  • Probabilidad de recomendación
    10/10
  • Fuente de la reseña 
  • Publicado el 1/3/2019

"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.

Respuesta de proveedores

por TOPdesk el 19/10/2020

Wow, thank you Martin for your top marks. We appreciate the feedback and compliments!

  • Fuente de la reseña 
  • Publicado el 1/3/2019