What users are saying about

Freshdesk

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Top Rated
109 Ratings

TOPdesk

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Top Rated
223 Ratings

Freshdesk

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Top Rated
109 Ratings
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Score 8.6 out of 101

TOPdesk

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Top Rated
223 Ratings
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Score 7.9 out of 101

Add comparison

Likelihood to Recommend

Freshdesk

Freshdesk is great for support ticketing, FAQs, and items that can be easily reviewed, addressed and resolved. It's not ideal for lengthier conversations or long-term projects, as it could get difficult to track multiple conversations or use the SLA notification features since long-term projects will typically have different duration parameters. Though the ability to merge tickets & edit subject lines in Freshdesk is helpful (I wish Gmail would let me merge conversations!).Additionally, I have another client who attempted to use Freshdesk as both a support portal and CRM solution, which didn't work well. It's ideal if all communication runs through Freshdesk, so it can be tracked and monitored. If leads are coming into Freshdesk, and then managed offline, there's a tendency to have a lot of open/unresolved 'tickets' because users don't want to bounce back and forth. However, I believe Freshworks offers a CRM solution, so that would likely be the best way to go for CRM needs (though I've not used it).
Jennifer Hess profile photo

TOPdesk

TOPdesk is well suited if you are implementing your first ticketing tool and/or if your organization is less than 2000 users. Also, if your organization has no high ITIL skill level. The TOPdesk team helps a lot to compensate this.
Karl Schuele profile photo

Feature Rating Comparison

Incident and problem management

Freshdesk
8.7
TOPdesk
7.5
Organize and prioritize service tickets
Freshdesk
9.0
TOPdesk
8.2
Expert directory
Freshdesk
8.4
TOPdesk
6.8
Subscription-based notifications
Freshdesk
8.4
TOPdesk
7.6
ITSM collaboration and documentation
Freshdesk
7.6
TOPdesk
7.6
Ticket creation and submission
Freshdesk
9.3
TOPdesk
Ticket response
Freshdesk
9.7
TOPdesk
Service restoration
Freshdesk
TOPdesk
7.4
Self-service tools
Freshdesk
TOPdesk
8.2
ITSM reports and dashboards
Freshdesk
TOPdesk
6.8

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
7.2
Configuration mangement
Freshdesk
TOPdesk
7.0
Asset management dashboard
Freshdesk
TOPdesk
7.6
Policy and contract enforcement
Freshdesk
TOPdesk
6.9

Change management

Freshdesk
TOPdesk
7.3
Change requests repository
Freshdesk
TOPdesk
7.8
Change calendar
Freshdesk
TOPdesk
6.8
Service-level management
Freshdesk
TOPdesk
7.2

Pros

  • Freshdesk is easy to use and setup.
  • Ticket management for tracking issues works very well.
  • Multi-channel support includes live chat, email, and Phone, which is very useful.
  • The product support team is responsive.
  • The product is customizable and you can setup the customer portal based on your needs.
Naveen Gabrani profile photo
  • The greatest win for our organization was moving to a managed hosted platform. This gave us improved access for our remote users and increased service availability.
  • The modular nature of the TOPdesk products allows us to only use the features we need. Additionally, the license model gave us increased opportunity with who can use the products.
  • Almost all aspects of the product are customizable which means we can expand the product to other departments for their service needs.
Jeff Walters profile photo

Cons

  • 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.
No photo available
  • For us the change module is to comprehensive, and we use it only in a light form.
Pieterjan vanderWerf profile photo

Likelihood to Renew

Freshdesk10.0
Based on 3 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 profile photo
TOPdesk8.2
Based on 5 answers
Fully satisfied so far with the product and the support.
Karl Schuele profile photo

Usability

Freshdesk9.0
Based on 1 answer
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 profile photo
TOPdesk7.3
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

Freshdesk10.0
Based on 2 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 profile photo
TOPdesk8.6
Based on 87 answers
The support is very good, from implementing to adopting. The consultant who helped us had a good view of our organisation and could translate it into a good working tool. Over the years we had good support, for example with the creation of standard forms for billing.
Also the change of contract was very well and customer friendly.
Pieterjan vanderWerf profile photo

Implementation

No score
No answers yet
No answers on this topic
TOPdesk7.2
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

I haven't used other help desk software and I wasn't the one who selected Freshdesk. Our previous solution was just plain old email directed to all the ones involved in helping the users. It is a huge improvement from that way of working, because keeping track of who answers each ticket and when is key to success. I'm pretty sure that in the future we will get better use of metrics and more advanced features as our company grows.
No photo available
We haven't used any other TOPdesk products as I don't know what is available.
Randy MacFarland profile photo

Return on Investment

  • 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 profile photo
  • It takes some time to get used to the management environment but once you get the hang of it it's very straight to the point
  • The users are getting used to the TOPdesk environment pretty quickly!
Rob Hoogeveen profile photo

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
Freshdesk
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.

Freshdesk More Information

TOPdesk

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
TOPdesk Editions & Modules
TOPdesk
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.

TOPdesk More Information