What users are saying about
65 Ratings
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Top Rated
224 Ratings
65 Ratings
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Score 7.6 out of 101

TOPdesk

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Top Rated
224 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
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

Well suited for Incident Management!!!Less suited for: For Change Management (simples changes) we miss the functionality that a "Manager" can approve a change from within the Self Service Portal.
Adrie Bergwerff profile photo

Feature Rating Comparison

Incident and problem management

Autotask
8.2
TOPdesk
7.5
Organize and prioritize service tickets
Autotask
9.8
TOPdesk
8.2
Expert directory
Autotask
7.2
TOPdesk
6.9
Service restoration
Autotask
7.0
TOPdesk
7.4
Self-service tools
Autotask
7.5
TOPdesk
8.2
Subscription-based notifications
Autotask
8.3
TOPdesk
7.6
ITSM collaboration and documentation
Autotask
8.6
TOPdesk
7.6
ITSM reports and dashboards
Autotask
9.0
TOPdesk
6.7

ITSM asset management

Autotask
7.7
TOPdesk
7.2
Configuration mangement
Autotask
7.9
TOPdesk
7.0
Asset management dashboard
Autotask
8.0
TOPdesk
7.7
Policy and contract enforcement
Autotask
7.2
TOPdesk
6.9

Change management

Autotask
8.2
TOPdesk
7.3
Change requests repository
Autotask
8.2
TOPdesk
7.7
Change calendar
Autotask
8.5
TOPdesk
6.7
Service-level management
Autotask
8.0
TOPdesk
7.3

Pros

Autotask

  • AutoTask allows for us to receive and work support tickets very easily. We've setup various 'Issue Types' that in turn are bound to SLAs ensuring that items are worked appropriately as they are received.
  • The automation that AutoTask allows for with regards to various emails/requests coming through has been great. It allows for us to not have to constantly "watch the queue" as when a critical item arrives the appropriate persons are notified and can work it.
  • I feel that the management of AutoTask for both user setup, and various automations is done well. We're able to copy settings as needed, and create templates for multiple items.
No photo available

TOPdesk

  • Consulting approach to implementation
  • Ease of use
  • always on (Cloud)
Peter Scantland profile photo

Cons

Autotask

  • The knowledge base could be better and have more functionality.
  • Customization is very limited. It would be better if you had a little more control over certain items.
  • It needs better sales order automation.
Steven Norris profile photo

TOPdesk

  • The ability to use a smartphone (or even tablet) to scan a barcode or QR-code to log a call relating to that asset would be a great improvement.
  • When logging a call, the user could benefit from instant suggestions taken from the knowledge base.
  • Integrated chat w/ internal support staff would be a nice feature.
Robert van Geenen 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 8.2
Based on 5 answers
Fully satisfied so far with the product and the support.
Karl Schuele 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 8.0
Based on 1 answer
Due to the cloud based technology our downtime is significantly less then other software based programs.
Daniel J. Lewis profile photo

TOPdesk

TOPdesk 8.7
Based on 88 answers
TOPdesk offers great support. Questions and issues are picked up very promptly and handled by a highly expert staff. Promises are kept.
Robert van Geenen 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

Cost was a factor. Our small company size meant less licenses to pay for each month for a web based product that our clients could easily use.
No photo available

TOPdesk

We haven't used any other TOPdesk products as I don't know what is available.
Randy MacFarland profile photo

Return on Investment

Autotask

  • Improved billing as time is recorded as it happens.
  • Has improved our support by allowing to track and implement resolutions for recurring issues.
No photo available

TOPdesk

  • Positive impact on efficiency.
  • Positive impact on customer satisfaction.
  • Greatly helps monitoring KPIs
Robert van Geenen profile photo

Pricing Details

Autotask

General

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

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.

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