What users are saying about
112 Ratings
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Top Rated
290 Ratings
112 Ratings
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Score 8.1 out of 100

TOPdesk

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Top Rated
290 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.5 out of 100

Feature Set Ratings

  • TOPdesk ranks higher in 3 feature sets: Incident and problem management, ITSM asset management, Change management

Incident and problem management

7.7

Autotask PSA

77%
8.1

TOPdesk

81%
TOPdesk ranks higher in 5/7 features

Organize and prioritize service tickets

7.3
73%
28 Ratings
8.8
88%
140 Ratings

Expert directory

7.4
74%
22 Ratings
8.1
81%
89 Ratings

Service restoration

8.3
83%
18 Ratings
8.3
83%
90 Ratings

Self-service tools

8.0
80%
22 Ratings
8.1
81%
129 Ratings

Subscription-based notifications

8.0
80%
19 Ratings
7.5
75%
98 Ratings

ITSM collaboration and documentation

7.0
70%
19 Ratings
8.0
80%
107 Ratings

ITSM reports and dashboards

8.0
80%
22 Ratings
7.8
78%
114 Ratings

ITSM asset management

7.1

Autotask PSA

71%
8.3

TOPdesk

83%
TOPdesk ranks higher in 3/3 features

Configuration mangement

7.0
70%
21 Ratings
8.7
87%
109 Ratings

Asset management dashboard

6.7
67%
19 Ratings
8.1
81%
96 Ratings

Policy and contract enforcement

7.8
78%
16 Ratings
8.1
81%
78 Ratings

Change management

7.5

Autotask PSA

75%
8.0

TOPdesk

80%
TOPdesk ranks higher in 3/3 features

Change requests repository

7.4
74%
23 Ratings
8.0
80%
108 Ratings

Change calendar

7.0
70%
19 Ratings
7.6
76%
88 Ratings

Service-level management

8.2
82%
25 Ratings
8.4
84%
90 Ratings

Attribute Ratings

  • Datto Autotask PSA is rated higher in 1 area: Usability
  • TOPdesk is rated higher in 3 areas: Likelihood to Recommend, Likelihood to Renew, Support Rating

Likelihood to Recommend

7.6

Autotask PSA

76%
28 Ratings
8.6

TOPdesk

86%
140 Ratings

Likelihood to Renew

9.0

Autotask PSA

90%
1 Rating
9.2

TOPdesk

92%
50 Ratings

Usability

9.0

Autotask PSA

90%
1 Rating
8.9

TOPdesk

89%
24 Ratings

Availability

Autotask PSA

N/A
0 Ratings
8.9

TOPdesk

89%
9 Ratings

Performance

Autotask PSA

N/A
0 Ratings
8.2

TOPdesk

82%
9 Ratings

Support Rating

8.4

Autotask PSA

84%
8 Ratings
8.5

TOPdesk

85%
218 Ratings

In-Person Training

Autotask PSA

N/A
0 Ratings
7.3

TOPdesk

73%
1 Rating

Online Training

Autotask PSA

N/A
0 Ratings
6.4

TOPdesk

64%
1 Rating

Implementation Rating

Autotask PSA

N/A
0 Ratings
7.2

TOPdesk

72%
17 Ratings

Product Scalability

Autotask PSA

N/A
0 Ratings
8.5

TOPdesk

85%
8 Ratings

Likelihood to Recommend

Autotask PSA

In my opinion, Datto Autotask is exceptionally complicated to set up, manage, and use on a daily basis. I would think the target market for this product would be someone managing a team of 20 - 50 people, possibly more. In my experience, for it to run properly you will need to dedicate at least half an FTE to running this product in an organization of that size per month. I would not recommend it for companies with less than 10 people or for companies that value quick communication with their clients. I would not recommend it for companies using Datto's RMM product. The integration exists, but it is clearly a bolt-on. They were not developed together and they are slow to talk to each other. Frequently you cannot add details from RMM sessions into the PSA without manually copying the ticket number, and if the ticket is more than a week old, then you can't even find it with the ticket number.
Howard Rabb | TrustRadius Reviewer

TOPdesk

TOPdesk is best suited for mid-size and large-size organizations where employees can use a self-service portal to quickly find answers, report incidents, book resources, or call for support. It is not appropriate for enterprises and governmental organizations where the privacy of information is a must.
Nabin Poudel | TrustRadius Reviewer

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

  • TOPdesk provides a clean and modern interface for all of its modules. Many of the modules have a similar look and feel, which makes it easy for users to utilize each one.
  • Its workflow system allows administrators and developers to define what needs to occur when certain events happen. This can ensure that processes happen in the correct sequence.
  • TOPdesk includes a vast API system to allow for external systems to integrate with it, and for TOPdesk to communicate with external systems.
Dustin Fawver | 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

  • Sometimes it is clunky to assign something to a specific person, unless you know the dept. that person is in.
  • If your dashboards are not configured correctly, its very hard to find work assigned to you.
  • The search function is only skin deep, unable to pull information on what was said in the ticket.
Anonymous | TrustRadius Reviewer

Pricing Details

Autotask PSA

General

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

Starting Price

TOPdesk

General

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

Starting Price

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 9.2
Based on 50 answers
We have a multi-year contract and plan on keeping the database growing with our inventory. Techs are getting used to it and seem to like the ease of use and reliability of the cloud system. We have never seen it go down before and maintenance windows have been short and easy to work around.
John Glenn | 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 8.9
Based on 24 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 8.9
Based on 9 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 8.2
Based on 9 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 8.4
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 8.5
Based on 218 answers
Support can be hit or miss. Sometimes response times are great and sometimes we have to continue to follow up to get answers. It appears that if the issue is hard or time consuming we get less assistance than if it is a quick fix.
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 7.2
Based on 17 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

The portion of Autotask that we've used other companies for prior to using Autotask is the Endpoint Management. The Autotask Endpoint Management (AEM) portal integrates perfectly with their PSA/CRM tools. It's alerting features are much better than the above software as there aren't a bunch of superfluous and unneeded alerts. Instead, it only alerts for things that you specify that you want.Alerts aside, for the PSA/CRM, I don't have much to compare it to as Autotask was the first PSA we tried. It's hard to imagine a PSA having more features or doing a better job than Autotask.
Dan Gospe | TrustRadius Reviewer

TOPdesk

TOPdesk was picked as our new Helpdesk solution due to the Asset Management module and the ability to integrate to Active Directory. When we work with the product demo we enjoyed the way TOPdesk does its work flow. Just about any field in the system is customizable. I have found their knowledge base of the product to be well written and up-to-date.
Joel Townsend | TrustRadius Reviewer

Scalability

Autotask PSA

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 8.5
Based on 8 answers
In connection with invoicing the various companies and departments, we have split these up within td. This is easy to get arranged.
Anonymous | TrustRadius Reviewer

Return on Investment

Autotask PSA

  • We were able to identify the profitability of our entire client base.
  • We identified a loss of over 1 million dollars for time unbilled consultancy fees using metrics derived from Autotask.
  • Autotask helped us serve our client base in a professional manner, it's like having an entire department at your finger tips.
  • Autotask is the heartbeat of our operation.
Anonymous | TrustRadius Reviewer

TOPdesk

  • The self-service portal has allowed us to shift left massively. Students can find the solutions themselves very often.
  • It has allowed easier collaborative working between teams.
  • We are more efficient as we do not have to ask the student to repeat their question and we can record everything necessary in the incident. This provides an improved student experience as well as improved staff efficiency.
Rachel Wright | TrustRadius Reviewer

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