What users are saying about
90 Ratings
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Top Rated
267 Ratings
90 Ratings
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Score 8.2 out of 100

TOPdesk

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Top Rated
267 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.8 out of 100

Likelihood to Recommend

Autotask PSA

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 | TrustRadius Reviewer

TOPdesk

If you work with the standard ITIL processes, TOPdesk meets everything.
If you want to configure and organize everything yourself, TOPdesk does not meet your wishes.
Easy to link to third party applications.
Linking TOPdesk environment of customers and / or suppliers (Collaboration Center).
See also my use case how we use TOPdesk.
Timo Snijders | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Autotask PSA
7.0
TOPdesk
8.0
Organize and prioritize service tickets
Autotask PSA
8.5
TOPdesk
8.6
Expert directory
Autotask PSA
7.4
TOPdesk
7.0
Service restoration
Autotask PSA
4.0
TOPdesk
7.9
Self-service tools
Autotask PSA
6.9
TOPdesk
8.6
Subscription-based notifications
Autotask PSA
7.8
TOPdesk
8.0
ITSM collaboration and documentation
Autotask PSA
7.1
TOPdesk
8.3
ITSM reports and dashboards
Autotask PSA
7.6
TOPdesk
7.3

ITSM asset management

Autotask PSA
7.9
TOPdesk
7.7
Configuration mangement
Autotask PSA
7.8
TOPdesk
7.6
Asset management dashboard
Autotask PSA
7.6
TOPdesk
7.0
Policy and contract enforcement
Autotask PSA
8.2
TOPdesk
8.4

Change management

Autotask PSA
7.9
TOPdesk
7.2
Change requests repository
Autotask PSA
8.2
TOPdesk
7.5
Change calendar
Autotask PSA
6.9
TOPdesk
6.9
Service-level management
Autotask PSA
8.6
TOPdesk
7.3

Pros

Autotask PSA

  • 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 | TrustRadius Reviewer

TOPdesk

  • They are making good progress in developing API's for communication with other apps which is becoming more and more important. Also the development of a collaboration platform for easy connecting to other/customer (TOPdesk) systems is a positive move.
  • In our company we will build a extensive API configuration to communicate with MS Dynamics and we already have several connections with customers that gives a better user experience.
  • The events and actions module gives extra power to the system to overcome some limitations or automate manual actions.
  • We use this option for a lot of different activities. One is for a notification when a certificate or application license is almost expired but there are a lot more applications for this function.
  • Technical support department performs nicely and in a professional way.
Rob Slinger | TrustRadius Reviewer

Cons

Autotask PSA

  • 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.
Anonymous | TrustRadius Reviewer

TOPdesk

  • Modeling more complicated workflows is difficult and could need the support of a consultant
  • Graphical output of Topdesk is very limited. Users mainly will rely on Excel as reporting tool, except for some basic graphs that are provided in your dashboard by Topdesk itself.
Bernd Fredriks | TrustRadius Reviewer

Likelihood to Renew

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
After using multiple products on the market, Autotask was intuitive and easy to manage.
Daniel J. Lewis | TrustRadius Reviewer

TOPdesk

TOPdesk 8.1
Based on 34 answers
We only recently converted to the SAAS version of TOPdesk, for the simple reason that this version is more expensive than the old on-premise version that we had been using in the year before.The advantages of this SAAS version are clear though: no problems anymore with updates or servers that fail. I am convinced that we will stick with TOPdesk in years to come.
Mark Coutinho | TrustRadius Reviewer

Usability

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
The work flow is much better then other competitors
Daniel J. Lewis | TrustRadius Reviewer

TOPdesk

TOPdesk 8.6
Based on 22 answers
Sometimes I think some things are hard to find. I often do not know if I have to search in Settings or in Modules. In some cases the user has to do a lot of clicks for example to link a key to a user. Something could work a little smarter.
Rianne Willems | TrustRadius Reviewer

Reliability and Availability

Autotask PSA

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 9.0
Based on 6 answers
Like I said somewhere else in this review: the helpdesk of TOPdesk is top of the bill! In the Netherlands, that is. I can not plea for the helpdesks in other countries, but I guess the TOPdesk organization will make sure the quality of the helpdesk is the same in every country.
Mark Coutinho | TrustRadius Reviewer

Performance

Autotask PSA

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 8.1
Based on 6 answers
Although being a SAAS solution, TOPdesk performs pretty fast. One can imagine that any SAAS solution is slow or has hiccups, but we have not experienced such with TOPdesk. Pages load quickly, logging in goes smoothly.We have made reports on premise in the past - that always took some time, as you might expect with such complex tasks. It seems that in the SAAS solution TOPdesk somehow has managed to make it even faster!
Mark Coutinho | TrustRadius Reviewer

Support Rating

Autotask PSA

Autotask PSA 8.5
Based on 8 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 | TrustRadius Reviewer

TOPdesk

TOPdesk 8.9
Based on 132 answers
TOPdesk support is TOPnotch. The support engineers and setup people we encountered during our setup phase were knowledgeable and experienced with the design and setup of the optimum TOPdesk based on our requests, and were able to help us avoid snags that we would have otherwise encountered based on our unique setup. Requests since the initial setup period have been met with quick, easy to follow instructions to resolve the issues.
Anonymous | TrustRadius Reviewer

In-Person Training

Autotask PSA

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 7.3
Based on 1 answer
The training was short but effective. 1 day to train key users
Wil Kuijpers | TrustRadius Reviewer

Online Training

Autotask PSA

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 6.4
Based on 1 answer
Simple training, Just to know the basics
Bart Wessels | TrustRadius Reviewer

Implementation Rating

Autotask PSA

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 7.6
Based on 12 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 | TrustRadius Reviewer

Alternatives Considered

Autotask PSA

Datto Autotask PSA is probably the best all-in-one platform for MSPs. It's targeted and designed specifically for MSPs, whilst most service desk software/PSA is often just general service desk software.
Ben Nichols | TrustRadius Reviewer

TOPdesk

Speaking only to our specific implementation of Heat, which admittedly we did not put much effort into improving over time, we have noticed far better usability in every respect from hands-on ticket remediation all the way through to back-end system maintenance. Implementation was a significant exercise which required a great deal of planning and evaluation of our existing processes, but in spite of this “pain”, it was necessary to move from where we were to start down the path toward where we wanted to be.
Anonymous | TrustRadius Reviewer

Scalability

Autotask PSA

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 7.8
Based on 6 answers
We have not yet much experience for scalability. There are some good features to make TOPdesk more scalable, for example the value mapping as part of action sequences.
Anonymous | TrustRadius Reviewer

Return on Investment

Autotask PSA

  • 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 | TrustRadius Reviewer

TOPdesk

  • We have been able to provide a more streamlined experience for staff and students when raising issues
  • We have been able to replace 3 previous separate systems with TOPdesk and are looking to replace a 4th in the near future by using some of the TOPdesk features
  • We have had to use quite a bit of staff time to configure and support TOPdesk which was not expected. Ideally it requires someone with dedicated time to administer which we did not take into account when implementing
Ian Short | TrustRadius Reviewer

Pricing Details

Autotask PSA

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

Rating Summary

Likelihood to Recommend

Autotask PSA
9.1
TOPdesk
8.4

Likelihood to Renew

Autotask PSA
9.0
TOPdesk
8.1

Usability

Autotask PSA
9.0
TOPdesk
8.6

Reliability and Availability

Autotask PSA
TOPdesk
9.0

Performance

Autotask PSA
TOPdesk
8.1

Support Rating

Autotask PSA
8.5
TOPdesk
8.9

In-Person Training

Autotask PSA
TOPdesk
7.3

Online Training

Autotask PSA
TOPdesk
6.4

Implementation Rating

Autotask PSA
TOPdesk
7.6

Scalability

Autotask PSA
TOPdesk
7.8

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