What users are saying about
72 Ratings
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Top Rated
226 Ratings
72 Ratings
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Score 7.9 out of 101

TOPdesk

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Top Rated
226 Ratings
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Score 7.9 out of 101

Likelihood to Recommend

Autotask

Autotask is much more well suited to a busy company. It's a little bit price-prohibitive if you only have a couple of employees or not many clients. This solution works for us, having 10 employees and about 200 clients. Any less than that, the pricing wouldn't be worthwhile.Autotask fits very well with us. It's easy to keep on task. Any tickets that are getting old will shoot out alerts and scheduled tasks for our techs to finish up work on it. It's also very easy to run reports for clients on the services that they've used through us. We love Autotask.
Dan Gospe profile photo

TOPdesk

TOPdesk is well suited to any information technology department or organization that operates on a ticket based system. The tracking and management of workloads is excellent, and in fact, the system is appropriate for any organization that track work based on tickets.
Any appointment based system can be modeled inside TOPdesk using the appointment planning board, allowing managers to see the planned appointments of employees.
Jason Barker profile photo

Feature Rating Comparison

Incident and problem management

Autotask
8.3
TOPdesk
7.6
Organize and prioritize service tickets
Autotask
9.7
TOPdesk
8.3
Expert directory
Autotask
8.0
TOPdesk
7.0
Service restoration
Autotask
7.2
TOPdesk
7.5
Self-service tools
Autotask
7.8
TOPdesk
8.5
Subscription-based notifications
Autotask
8.3
TOPdesk
7.6
ITSM collaboration and documentation
Autotask
8.7
TOPdesk
7.7
ITSM reports and dashboards
Autotask
8.5
TOPdesk
6.9

ITSM asset management

Autotask
8.0
TOPdesk
7.3
Configuration mangement
Autotask
8.1
TOPdesk
7.0
Asset management dashboard
Autotask
8.4
TOPdesk
7.7
Policy and contract enforcement
Autotask
7.5
TOPdesk
7.1

Change management

Autotask
8.2
TOPdesk
7.4
Change requests repository
Autotask
8.2
TOPdesk
7.7
Change calendar
Autotask
8.4
TOPdesk
6.8
Service-level management
Autotask
8.1
TOPdesk
7.8

Pros

Autotask

  • The graphical calculations on time spent on requests, how long they were open for, who worked on a ticket last.
  • Grouping by priority so you can determine easier what needs to be addressed sooner rather then later. This also helps if Account Management has conversations a technician is not aware of so they can prioritize efficiently.
  • The email updates that are sent out to the technicians so they are aware of upcoming or stale tickets.
Daniel J. Lewis profile photo

TOPdesk

  • Support by TOPdesk is excellent. Until now, we didn't have any issues when support was requested.
  • The latest version supports ADFS/SAML authentication. In the former version, this was an add-on you should buy.
  • Continues development of the product bearing in mind the user's input.
Adrie Bergwerff profile photo

Cons

Autotask

  • To date, the maim area of improvement is the ability to allow for retrieving a ticket that may have inadvertently been deleted. At present there is no way to do this which at times can be frustrating.
  • The search function does leave something to be desired as it does require some specific wording to find what you're looking for.
No photo available

TOPdesk

  • The tools for configuring events and actions need improving, especially the tool for events which, whilst very powerful, is cumbersome to use when configuring event criteria
  • The built-in form designer within TOPdesk is adequate but could do with better features to allow for more dynamic forms. It would also benefit from being able to post data to custom fields rather than just into the Action box. There is quite a step up between the built-in form designer and the custom XFG form engine which is the only other solution which TOPdesk provide
  • Asset management could do with some improvements as it can be a little inflexible when needing to customize the data being held as well as build processes around it
Ian Short profile photo

Likelihood to Renew

Autotask

Autotask 9.0
Based on 1 answer
After using multiple products on the market, Autotask was intuitive and easy to manage.
Daniel J. Lewis profile photo

TOPdesk

TOPdesk 8.1
Based on 5 answers
We see the potential to change how we work.We will have much invested at renewal time.Ease to use.Company is easy to deal with.
Peter Scantland profile photo

Usability

Autotask

Autotask 9.0
Based on 1 answer
The work flow is much better then other competitors
Daniel J. Lewis profile photo

TOPdesk

TOPdesk 7.3
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

Autotask

Autotask 9.0
Based on 3 answers
They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
Ashley Beal profile photo

TOPdesk

TOPdesk 8.8
Based on 90 answers
Pre-sales support was decent, but the onboarding was not so helpful. This was due mainly to the fact that it was delivered in the form of a series of information-heavy tutorials that were too overwhelming too early on. I also found the online documentation somewhat lacking, as it was often written for a different version of TOPdesk than the one I was using.The support site is pretty good, and makes it very easy to report and get updates on problems (they utilize their own engine to drive the site). The one drawback I ran into was tickets being closed with the assumption that the recommended resolution was one I was familiar with, requiring no in-depth explanations or background info. This meant re-opening many tickets in order to get clarification on an answer, or to ask a follow-up question.
Bob Gruett profile photo

Implementation

Autotask

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 7.2
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

Autotask

Autotask is more robust than simple ticketing systems. It provides better billing ability that many ticketing systems and works well with existing clients. The invoicing options provided are beneficial to the business and streamline the process. The ticketing system provides documentation needed to service clients today and tomorrow. Autotask is on the right path.
Kris Lambert profile photo

TOPdesk

I entered after the decision was made to implement TOPdesk and do not know if and which other products were considered. To my opinion, there are more products like TOPdesk to be taken into consideration when looking for an incident management / facility management etc. Some have more focus on the facility part, others on incident management (or only have incident management features). One should look well into the current and possible future needs of the organization, and the look and feel of the application, plus the capacity of providing good internal administration, in order to make the right decision. Choosing TOPdesk is not a bad decision in most cases!
Marije Snuverink profile photo

Return on Investment

Autotask

  • We can effectively contract profitability. After running a few quick reports we realized we were charging about 1/2 what we should have been for fixed rate projects.
  • We track resource utilization to see where our technicians are productive and what is eating their valuable time.
  • I feel that Autotask is the single biggest impact on overall business ROI. We track profitability of everything from hardware to services to contracts with it. It allows us to make intelligent business decisions based on numbers.
Garry Adams profile photo

TOPdesk

  • The quickest gain that we realized was reduced cost from our previous solution in terms of service contracts and on-premise infrastructure costs.
  • Additional gains are also found in standard solution management and service disruption notification. We now have a company dashboard that can inform employees about any large or small service issues.
  • Improved reporting has also allowed the department to focus resources where there are greater needs and monitor costs of service.
Jeff Walters profile photo

Pricing Details

Autotask

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

TOPdesk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

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