What users are saying about

TOPdesk

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Top Rated
208 Ratings
15 Ratings
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Score 8.8 out of 101

TOPdesk

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Top Rated
208 Ratings
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Score 8 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is most suited to meeting the needs of an organization that requires rapid and frequent process changes for critical processes, and values empowering the people who do the job to determine how best to automate it - essentially rapidly growing, democratic organization.It's hard to imagine an inappropriate scenario to use Agiloft, but one that comes to mind is organzations requiring a complete, finished, highly structured solution that they do not want to change over time. Agiloft is designed with the expectation that clients will adapt it to their needs so many functions are left undone, rather than throwing a "kitchen sink" at the customer and letting them choose what they need.The best way to work with Agiloft is to take the training class, then have a small success with a small team, involving the employees and first level management in the deployment. They'll tell everyone else how much they like it. This reduces the possibility of slow development cycles and an undue dependence on outside expertise, while maximizing the return on Agiloft's investment in easy customizability.
Eric Novikoff profile photo

TOPdesk

TOPdesk suits all your needs from basic incident and change management to complete facility management, fleet management and more. It communicates well with third parties.
Marije Snuverink profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
TOPdesk
7.4
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
TOPdesk
8.2
Service restoration
Agiloft Flexible Service Desk Suite
10.0
TOPdesk
7.4
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
TOPdesk
8.0
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
TOPdesk
7.4
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
TOPdesk
6.9
Expert directory
Agiloft Flexible Service Desk Suite
TOPdesk
6.6
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
TOPdesk
7.6

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
TOPdesk
7.2
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
TOPdesk
7.1
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
TOPdesk
6.8
Asset management dashboard
Agiloft Flexible Service Desk Suite
TOPdesk
7.6

Change management

Agiloft Flexible Service Desk Suite
9.8
TOPdesk
7.3
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
TOPdesk
7.9
Service-level management
Agiloft Flexible Service Desk Suite
10.0
TOPdesk
7.1
Change calendar
Agiloft Flexible Service Desk Suite
TOPdesk
6.9

Pros

  • Keeps track of agenda items
  • Keeps track of hours spent on projects by contributor
  • Keeps a record of solutions
Matt Gibson profile photo
  • It is a easy to use tool, with many out of the box standard utilities which help defining the IT process.
  • The CMDB module is a great way of keeping sight of hardware en software. We use it for creating reports and keeping track of our items.
  • The change process is very comprehensive and can be used for different types of workflows.
Pieterjan vanderWerf profile photo

Cons

  • We are primarily a Microsoft IT Shop. We would love to support/integration with SQL Server Reporting Services.
Robert Kaplan profile photo
  • For us the change module is to comprehensive, and we use it only in a light form.
Pieterjan vanderWerf profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
We're comfortable and happy with our purchase of Agiloft. Our end users have been happy with the tool, and appreciate the time savings and efficiency it has gave them. Agiloft also appears to actually care about you being a customer, which makes a difference to me.
Michael Canino profile photo
TOPdesk8.2
Based on 4 answers
Fully satisfied so far with the product and the support.
Karl Schuele profile photo

Usability

Agiloft Flexible Service Desk Suite7.3
Based on 2 answers
For the most part, it is an easy and intuitive system to use. There are many small things that could be improved to make the system work even easier. However, overall it is very easy to use if you have a good grasp on computer programs and using them to build things. I do not have any computer science or programming background, and I am able to use this system with few problems.
Elizabeth Lepisto profile photo
TOPdesk7.3
Based on 6 answers
Based on my short experience with TOPdesk, but long experience with Service-Now, I am very happy with the product.
Karl Schuele profile photo

Support

Agiloft Flexible Service Desk Suite9.1
Based on 2 answers
We get excellent expert support whenever we need it, which is rarely because usually we can easily figure out what to do without needing help.
Max Henrion profile photo
TOPdesk8.5
Based on 79 answers
I've not yet experienced much, but the support I have experienced was very good.
Dana Matthes profile photo

Implementation

No score
No answers yet
No answers on this topic
TOPdesk7.2
Based on 3 answers
SAAS implementation on our end could not be done by TOPdesk due to the fact that they do not offer it. Ask directly from the beginning for support from a SAAS specialist.
Karl Schuele profile photo

Alternatives Considered

I was not in the selection process to choose a vendor, so I cannot comment on this.
Michael Canino profile photo
We never compared TopDesk to its competition.
Robin Boelen profile photo

Return on Investment

  • Employee efficiency is much higher, as they aren't spending time on tasks that don't add value.
  • From a sales perspective, we have a much better view on what is in the pipeline, and what the likely conversion % is.
  • Overall, we are much more organized due to the tool, and I think mainly it is due to the increased visibility that is possible. Tracking processes, automating reminders, etc makes our operations department run much more effectively. We are looking forward to how much more we can get out of the tool in the future.
Michael Canino profile photo
  • We don't use the self-service tools. One of the biggest problems is we are working with multiple customers and the self-service gives default solutions and not specific solutions for the customer environment.
  • It helps us make our invoices and saves a lot of time by working this way.
Ap Matteman profile photo

Screenshots

TOPdesk

Pricing Details

Agiloft Flexible Service Desk Suite

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Additional Pricing Details

Agiloft Flexible Service Desk Suite More Information

TOPdesk

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
Additional Pricing Details
TOPdesk has a unique license model: - Modular: Select the modules you need and easily expand as your business grows - Saas or On premise - Unlimited number of assets. Successful asset management should not be dependent on the license of your product. - End users OR service agents based, whichever fits your situation best. If you are looking for flexibility in the number of agents for e.g. extra busy times of the year, the flexible end user license lets you add agents without any restrictions, no day passes needed.

TOPdesk More Information