Reseña de TOPdesk: ventajas, desventajas, funciones y precios

TOPdesk destaca por sus flujos de trabajo personalizables y su eficiente gestión de incidentes, lo que lo convierte en una opción sólida para las mesas de servicio de TI.

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By Tim Fisher

Revisamos las herramientas de manera independiente, y las comisiones ayudan a financiar nuestras pruebas. Consulta nuestra política de transparencia, nuestra metodología o sugiere una herramienta.

TOPdesk is customer service software built around a shared services model, letting IT, HR, and facilities teams manage requests from a single platform. I'd consider it if your organization runs multiple service departments and needs them working from one unified system. If you've evaluated ServiceNow, and it feels overbuilt for what you actually need, TOPdesk gives you a more approachable setup without stripping out the structure that mid-to-large teams depend on.

TOPdesk Evaluation Summary

TOPdesk streamlines ticketing, self-service, and SLA tracking for support teams.
Customer rating

4.3/5

Pricing
  • From $76/agent/month
  • Free demo available

Por qué confiar en nuestras recomendaciones de software

6,700+

Reviews

20

Industry experts

16+

Evaluation factors

14

Years

Nuestro equipo lleva probando y evaluando software desde 2012. Como líderes de CX, sabemos lo difícil —y lo importante— que es elegir el software adecuado.

Para esta guía, evaluamos las herramientas mediante pruebas prácticas e investigación independiente, puntuando las herramientas según nuestros criterios de selección.

Nuestras reseñas reflejan nuestro criterio editorial humano, no un discurso de ventas.

TOPdesk Overview

In my opinion, TOPdesk offers a solid customer service software solution. It excels in ease of use and customer support, making it accessible for teams that prioritize these aspects. However, its value for money might be less appealing to smaller businesses due to its pricing structure. The onboarding process could also be smoother, but once set up, the platform's features stand out, particularly for organizations needing robust service management capabilities. Compared to competitors, TOPdesk is best suited for enterprises that can leverage its comprehensive capabilities and appreciate its strong support services. If pricing aligns with your budget, it’s worth considering for its user-friendly design and reliable support.

Pros

  • You'll get great support with quick responses and summaries for future reference.
  • Your team can benefit from its efficient ticket management system.
  • It offers an accessible user interface that makes navigation easy.

Cons

  • Your team might face a steep learning curve initially.
  • Customization options are limited, which might not suit all your needs.
  • You may find the reporting features lacking in depth.

Is TOPdesk Right For Your Needs?

Who Would be a Good Fit for TOPdesk?

TOPdesk is a solid choice for IT departments and service teams that need to manage incidents, changes, and assets efficiently. Its built-in ITIL processes help streamline operations, making it a good fit for organizations adhering to these standards. The service management software's self-service portal is also beneficial for companies aiming to reduce their service desk workload by empowering customers to solve minor issues on their own.

  • IT Departments
    TOPdesk supports ITIL processes, which makes it perfect for IT departments needing structured incident and problem management.
  • Healthcare
    Hospitals and clinics benefit from its asset management and change management tools, ensuring equipment is tracked and maintained.
  • Education
    Universities can use TOPdesk for managing facilities and IT services, providing a centralized platform for all service requests.
  • Facilities Management
    The software's ability to track and manage assets and facilities makes it ideal for facilities management teams.
  • Public Sector
    Government offices can utilize TOPdesk for handling citizen requests and managing internal service operations efficiently.
  • Customer Service Teams
    With its incident management and self-service portal, customer service teams can streamline support and empower customers to resolve basic issues.

Who Would be a Bad Fit for TOPdesk?

TOPdesk may not fit well for large enterprises needing extremely complex integrations or following specific, high-level regulations. In addition, the software's basic reporting and analytics functionalities might not satisfy intense data-driven departments.

  • Large Enterprises
    TOPdesk's lack of advanced customization and intricate workflow capabilities can hinder your work if you need tailored solutions.
  • Data-Driven Departments
    The basic analytics might leave your team wanting more detailed insights.
  • Highly Regulated Industries
    TOPdesk's security features might not meet your stringent compliance needs.
  • Complex IT Environments
    For very intricate IT setups, the software's integration limitations could be a bottleneck.

Core Features

Incident Management: Manage and track incidents from start to finish. This ensures your team can efficiently handle customer issues, improving response times and satisfaction.

Self-Service Portal: Empower clients to resolve their own issues with an easy-to-use portal. It reduces the workload on your team and speeds up problem resolution.

Knowledge Base: Store and organize essential information in one accessible place. Your team can quickly find solutions and improve consistency in responses.

Change Management: Plan and implement changes with minimal disruption, which helps your team manage risks and ensure smooth transitions.

Asset Management: Keep track of all your assets and their status. It helps your team maintain control and avoid unnecessary costs.

Reporting and Analytics: Gain insights into your operations with detailed reports. This allows your team to make informed decisions and improve performance.

TOPdesk screenshot
Logs, routes, and resolves incidents end-to-end with SLA tracking.

Ease of Use

TOPdesk is generally straightforward to navigate, especially once you familiarize yourself with its customizable dashboards. Users appreciate its logical layout and intuitive design, making it easy for your team to manage customer service tasks efficiently. The software's clear categorization of programs helps reduce the learning curve, allowing you to quickly adapt and focus on your work without getting overwhelmed with complexity. While some may initially find it a bit challenging, consistent use reveals its practical and user-friendly nature.

TOPdesk screenshot
TOPdesk is easy to navigate after setup, with intuitive dashboards and layout.

Integrations

TOPdesk integrates with Microsoft Teams, Jira Software Cloud, Azure DevOps, Slack, Salesforce, Lansweeper, ManageEngine ServiceDesk Plus, Zapier, and OpMon.

It also provides an API that enables integration with various third-party tools, such as Zendesk, allowing users to enhance functionality and streamline processes.

TOPdesk screenshot
TOPdesk connects with Teams, Jira, Azure DevOps, Slack, Zapier, plus APIs.

TOPdesk Specs

  • Analytics: Yes
  • API: Yes
  • Batch Permissions & Access: No
  • Call Integration: No
  • Chat: No
  • Contact Management: Yes
  • Contact Sharing: Yes
  • CRM Integration: No
  • Customer Management: Yes
  • Customer Service: Yes
  • Dashboard: Yes
  • Data Export: No
  • Data Import: No
  • Data Visualization: No
  • Email Integration: Yes
  • Escalation Management: No
  • External Integrations: No
  • Instant Chat Integration: No
  • Knowledge Base: Yes
  • Lead Management: No
  • Lead Scoring: No
  • Multi-User: No
  • Notifications: No
  • Real-time Alerts: No
  • Scheduling: No
  • Self-service Portal: Yes
  • Social Media Integration: No
  • Support Forum: No
  • Third-Party Plugins/Add-Ons: No
  • Ticket Management: No
  • Workflow Management: No

Alternatives to TOPdesk

TOPdesk FAQs