What users are saying about
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Top Rated
156 Ratings
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Top Rated
238 Ratings

Freshdesk

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Top Rated
156 Ratings
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Score 8.7 out of 100

TOPdesk

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Top Rated
238 Ratings
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Score 7.1 out of 100

Likelihood to Recommend

Freshdesk

It is well suited for organizations that are just looking for an easy to use helpdesk solution, without being too complicated to set up/manage. As it is a web-based cloud solution, there is also the benefit of the back-end of the program being managed by the vendor, so there is not a need for a Sys Admin to run this on a server and manage it. It is less suited for environments that are looking for a "complete" service desk system, which includes features such as asset tracking, inventorying, etc. Freshdesk is more of a basic service desk system, that contains most of what some organizations need for a basic helpdesk tracking solution.
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshdesk
8.7
TOPdesk
8.0
Organize and prioritize service tickets
Freshdesk
9.0
TOPdesk
8.6
Expert directory
Freshdesk
8.4
TOPdesk
7.3
Subscription-based notifications
Freshdesk
8.4
TOPdesk
8.1
ITSM collaboration and documentation
Freshdesk
7.6
TOPdesk
7.9
Ticket creation and submission
Freshdesk
9.3
TOPdesk
Ticket response
Freshdesk
9.7
TOPdesk
Service restoration
Freshdesk
TOPdesk
7.8
Self-service tools
Freshdesk
TOPdesk
8.7
ITSM reports and dashboards
Freshdesk
TOPdesk
7.6

Self Help Community

Freshdesk
8.3
TOPdesk
External knowledge base
Freshdesk
8.7
TOPdesk
Internal knowledge base
Freshdesk
7.9
TOPdesk

Multi-Channel Help

Freshdesk
7.4
TOPdesk
Customer portal
Freshdesk
8.4
TOPdesk
IVR
Freshdesk
3.0
TOPdesk
Social integration
Freshdesk
7.6
TOPdesk
Email support
Freshdesk
9.8
TOPdesk
Help Desk CRM integration
Freshdesk
8.3
TOPdesk

ITSM asset management

Freshdesk
TOPdesk
7.7
Configuration mangement
Freshdesk
TOPdesk
7.5
Asset management dashboard
Freshdesk
TOPdesk
7.7
Policy and contract enforcement
Freshdesk
TOPdesk
7.8

Change management

Freshdesk
TOPdesk
7.6
Change requests repository
Freshdesk
TOPdesk
7.6
Change calendar
Freshdesk
TOPdesk
6.9
Service-level management
Freshdesk
TOPdesk
8.3

Pros

Freshdesk

  • The new interface is very clean and easy to navigate.
  • Awesome knowledgebase, free training and responsive support (even with a free plan) allow my team to spin up on the system without hours of internal training sessions.
  • Easily integrates with custom domains for seamless client experience.
  • Tagging and reassigning is easy.
  • Mobile apps work well and allow for easy use across multiple platforms (particularly useful when working remotely).
  • Lots of great features within the free plan.
  • The free plan allows for a fair amount of branding/customization of client portal.
Jennifer Hess | TrustRadius Reviewer

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 | TrustRadius Reviewer

Cons

Freshdesk

  • We are a b2b provider, and we haven't found a good way of identifying the contacts with each of our customers. Tagging the contact seems to be a way, but you need to do couple of extra clics to go into the contact details and then introduce the client identification as a tag.
  • I didn't find a good way to identify tickets with a status representing that it's overdue because of the client.
  • The merging tool, although VERY useful, isn't for me completely intuitive. I have to pay a lot of attention at the icons and read the tooltip to make sure I'm keeping as main ticket the one that I want.
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

Likelihood to Renew

Freshdesk

Freshdesk 10.0
Based on 4 answers
Freshdesk is feature rich and easy to use. The setup is intuitive and can integrate with Google, so we do not need to create accounts for new employees. The first time an employee needs to create a ticket they login with their Google account and the Freshdesk account is automatically generated
Jeffery Albertson | TrustRadius Reviewer

TOPdesk

TOPdesk 8.2
Based on 28 answers
TOPdesk is an integral and vital element of our IT support strategy. It provides excellent functionality and value for money. It is in use across multiple locations around the world, and we are actively looking for new ways to utilize it further.
Jim Scott | TrustRadius Reviewer

Usability

Freshdesk

Freshdesk 10.0
Based on 2 answers
The only downside is flexibility in multi email traffic within a single ticket. Other than that everything else is easy to use to get the job done and keep the customer happy.
Mark Wright | TrustRadius Reviewer

TOPdesk

TOPdesk 7.4
Based on 14 answers
In general TopDesk is still the leading software as a registration tool for not only IT departures but almost the whole business. The amount of options that are available within TopDesk is so big that it would fit literally any business where they can create their own environment that suits their business. The overall usability is also on the responsability of the one that implements it. Aslong as you know what your business wants and needs it is the best software you can think of in the current market
Rob Hoogeveen | TrustRadius Reviewer

Reliability and Availability

Freshdesk

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 9.1
Based on 4 answers
It's always up or I would say 99.7% of the time. The odd error but a web browser refresh usually fixes it.
Randy MacFarland | TrustRadius Reviewer

Performance

Freshdesk

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 7.9
Based on 4 answers
No real slow down with integration with single signon. I can login locally or via Windows AD. No difference it login times. Pages load quickly, not real issues.
Randy MacFarland | TrustRadius Reviewer

Support Rating

Freshdesk

Freshdesk 10.0
Based on 3 answers
We have never had an incident where Freskdesk was out of service. Any issues we have had was resolved in a timely fashion without the need for multiple contacts. I do not have to worry about the service having problems, because of the quality of support they provide their customers.
Jeffery Albertson | TrustRadius Reviewer

TOPdesk

TOPdesk 9.1
Based on 112 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 | TrustRadius Reviewer

Implementation Rating

Freshdesk

Freshdesk 10.0
Based on 1 answer
No, it is easy to do
Victor Vũ | TrustRadius Reviewer

TOPdesk

TOPdesk 6.7
Based on 9 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

Freshdesk

The big competitors of Freshdesk are Zendesk and HappyFox. Freshdesk provides a free version for you to try the product and also is cheaper than other competitors. It is great for SMB segment. For Enterprises there are other options that are more popular like JIRA. Also highly recommended for its ease of use.
Naveen Gabrani | TrustRadius Reviewer

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 | TrustRadius Reviewer

Scalability

Freshdesk

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 7.6
Based on 4 answers
It seems to work great for us. We are a small company and we've had no issues.
Randy MacFarland | TrustRadius Reviewer

Return on Investment

Freshdesk

  • Positive: Helps me and my team stay on top of our queue so we know when Contacts are engaging with us.
  • Positive: Freshdesk is very simple to use and easy to get started on.
  • Positive: Their API works well with the applications we use in between our app and theirs.
Eric Weiss | TrustRadius Reviewer

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 | TrustRadius Reviewer

Screenshots

Pricing Details

Freshdesk

General

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

Freshdesk Editions & Modules

Edition
Sprout$01
Blossom$192
Garden$352
Estate$492
Forest$892
  1. Unlimited
  2. per Agent
Additional Pricing Details
Starts at $0 for unlimited agents with the Sprout plan . Higher plans at $19, $35, $49 and $89. The 21-day free trial covers all features at the Estate plan.

TOPdesk

General

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

TOPdesk Editions & Modules

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.

Rating Summary

Likelihood to Recommend

Freshdesk
9.1
TOPdesk
8.3

Likelihood to Renew

Freshdesk
10.0
TOPdesk
8.2

Usability

Freshdesk
10.0
TOPdesk
7.4

Reliability and Availability

Freshdesk
TOPdesk
9.1

Performance

Freshdesk
TOPdesk
7.9

Support Rating

Freshdesk
10.0
TOPdesk
9.1

Online Training

Freshdesk
TOPdesk
6.4

Implementation Rating

Freshdesk
10.0
TOPdesk
6.7

Scalability

Freshdesk
TOPdesk
7.6

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