What users are saying about
Top Rated
85 Ratings
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Top Rated
290 Ratings
Top Rated
85 Ratings
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Score 8.5 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

  • Freshservice ranks higher in 1 feature set: Change management
  • TOPdesk ranks higher in 2 feature sets: Incident and problem management, ITSM asset management

Incident and problem management

7.8

Freshservice

78%
8.1

TOPdesk

81%
Freshservice ranks higher in 4/7 features

Organize and prioritize service tickets

8.9
89%
47 Ratings
8.8
88%
140 Ratings

Expert directory

6.4
64%
37 Ratings
8.1
81%
89 Ratings

Service restoration

7.3
73%
30 Ratings
8.3
83%
90 Ratings

Self-service tools

8.4
84%
45 Ratings
8.1
81%
129 Ratings

Subscription-based notifications

7.9
79%
38 Ratings
7.5
75%
98 Ratings

ITSM collaboration and documentation

8.0
80%
41 Ratings
8.0
80%
107 Ratings

ITSM reports and dashboards

7.6
76%
40 Ratings
7.8
78%
114 Ratings

ITSM asset management

7.8

Freshservice

78%
8.3

TOPdesk

83%
TOPdesk ranks higher in 3/3 features

Configuration mangement

8.6
86%
39 Ratings
8.7
87%
109 Ratings

Asset management dashboard

7.8
78%
41 Ratings
8.1
81%
96 Ratings

Policy and contract enforcement

6.9
69%
31 Ratings
8.1
81%
78 Ratings

Change management

8.1

Freshservice

81%
8.0

TOPdesk

80%
TOPdesk ranks higher in 2/3 features

Change requests repository

8.4
84%
38 Ratings
8.0
80%
108 Ratings

Change calendar

7.5
75%
33 Ratings
7.6
76%
88 Ratings

Service-level management

8.3
83%
38 Ratings
8.4
84%
90 Ratings

Attribute Ratings

  • Freshservice is rated higher in 3 areas: Usability, Support Rating, Implementation Rating
  • TOPdesk is rated higher in 1 area: Likelihood to Renew
  • Freshservice and TOPdesk are tied in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.6

Freshservice

86%
48 Ratings
8.6

TOPdesk

86%
140 Ratings

Likelihood to Renew

9.1

Freshservice

91%
1 Rating
9.2

TOPdesk

92%
50 Ratings

Usability

9.0

Freshservice

90%
5 Ratings
8.9

TOPdesk

89%
24 Ratings

Availability

Freshservice

N/A
0 Ratings
8.9

TOPdesk

89%
9 Ratings

Performance

Freshservice

N/A
0 Ratings
8.2

TOPdesk

82%
9 Ratings

Support Rating

10.0

Freshservice

100%
14 Ratings
8.5

TOPdesk

85%
218 Ratings

In-Person Training

Freshservice

N/A
0 Ratings
7.3

TOPdesk

73%
1 Rating

Online Training

Freshservice

N/A
0 Ratings
6.4

TOPdesk

64%
1 Rating

Implementation Rating

8.2

Freshservice

82%
1 Rating
7.2

TOPdesk

72%
17 Ratings

Product Scalability

Freshservice

N/A
0 Ratings
8.5

TOPdesk

85%
8 Ratings

Likelihood to Recommend

Freshservice

If you cannot measure your current self then you cannot expect to improve. This was told to me by our call center manager a while ago about the importance of knowing exactly what you currently are capable of in order to better know what will be expected in the future. With this I looked at our old system which was clunky, slow, and universally hated, then tried to do better, that better option was Freshservice, which can be accessed from anywhere, fast, online, and easy to understand. With practically no training the techs were able to just pick it up and go. This was a big help in getting them to start actually using the system.
Sean Muller | 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

Freshservice

  • Customized customer portal and ticketing system - We have specific information we want our customers and team to access. Freshservice allows us to have all that exactly as we want.
  • Freshchat integration - Having the chat portal integrated on our customer portal has improved our ability to communicate and quickly resolve issues. We have the chat widget on our main customer portal through Freshservice and our Moodle LMS.
  • Asset tracking and integration - we have the ability to track our assets from anywhere now. It makes field service calls so much easier since we don't have to rely on a spreadsheet on our server. We can also connect service tickets to assets so our repairs and changes are more accurate.
  • Mobile App - having the mobile app boosts our ability in the field. We can tag assets from the app to make changes and updates. We can provide the same service on the road as we can in our offices.
John Cilla | 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

Freshservice

  • Maintenance of software assets : Freshservice reports the installed software, but if a device is retired, the software remains registered in the software assets. It would be better to have an option to clean it up.
  • Software assets are registered per software-release : there is no way to get an export of one software-asset at once, you have to export them per release. In case of programs like Firefox it's time consuming
Rob Buurman | 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

Freshservice

General

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

Starting Price

$19 Per Month Per User

Freshservice Editions & Modules

Edition
Starter$19.001
Growth$49.001
Pro$89.001
  1. Per Month Per User
Additional Pricing Details

TOPdesk

General

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

Starting Price

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.

Likelihood to Renew

Freshservice

Freshservice 9.1
Based on 1 answer
It's overall value in our organization is extremely high and it has become an essential part of our business.
Anonymous | 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

Freshservice

Freshservice 9.0
Based on 5 answers
On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.
Anonymous | 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

Freshservice

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

Freshservice

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

Freshservice

Freshservice 10.0
Based on 14 answers
I really like their support team, they are very friendly and very knowledgeable. Every time I have contacted them with any doubt, they were able to resolve it, and when my inquiry had no response, they would escalate the requests as feedback. Accessing their portal, you can also verify that your request has been properly escalated.
Anonymous | 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

Freshservice

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

Freshservice

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

Freshservice

Freshservice 8.2
Based on 1 answer
Use case and requirements have to be very specific. Each business is different so it's very important to be as clear as possible with your initial requirements when communicating with the on-boarding/implementation team.
Anonymous | TrustRadius Reviewer

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

Freshservice

We picked Freshservice over the others for many reasons. The first would be the ease of implementation. Another is due to the nice interface the system has. We also like the way we can push out a small piece of software to pull in the asset information for asset management. Just all around better product.
Mark Kosier | 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

Freshservice

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

Freshservice

  • The service catalog has simplified and reduced inquiries about purchasing equipment, requesting forms, and identifying software that is available to campus. We estimate a 25% reduction in such inquiries
  • Canned responses and the ability to insert solutions allows our staff to spend more time supporting our users, rather than looking up answers and typing responses.
  • Using the CMDB to document infrastructure, business processes, and training material has allowed IT staff to get-up-to-speed and identify answers to questions more quickly. Additionally, the documentation is advantageous for other departments across campus so that we can show impact of business process changes.
Rick Murphy | 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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