What users are saying about
27 Ratings
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Top Rated
266 Ratings
27 Ratings
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Score 8.5 out of 100

TOPdesk

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Top Rated
266 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

Freshservice

We are a small higher education institution. Freshservice is used by everyone, but naturally, most of the users are our students. Unlike some other systems, Freshservice allows our students to submit tickets via email from any valid email address. This is a huge help for part-time students who rarely use their institutional email. FreshService is also really good when it comes to customization. Of all the tools we evaluated, FreshService allowed us to do the closest to our initial vision. Other products forced us to conform to their systems.
Anonymous | 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

Freshservice
9.1
TOPdesk
8.0
Organize and prioritize service tickets
Freshservice
9.3
TOPdesk
8.6
Expert directory
Freshservice
9.3
TOPdesk
7.1
Service restoration
Freshservice
9.8
TOPdesk
7.9
Self-service tools
Freshservice
9.4
TOPdesk
8.7
Subscription-based notifications
Freshservice
9.0
TOPdesk
8.0
ITSM collaboration and documentation
Freshservice
8.9
TOPdesk
8.3
ITSM reports and dashboards
Freshservice
7.8
TOPdesk
7.4

ITSM asset management

Freshservice
7.9
TOPdesk
7.7
Configuration mangement
Freshservice
8.1
TOPdesk
7.6
Asset management dashboard
Freshservice
7.8
TOPdesk
7.1
Policy and contract enforcement
Freshservice
8.0
TOPdesk
8.3

Change management

Freshservice
8.8
TOPdesk
7.3
Change requests repository
Freshservice
8.6
TOPdesk
7.6
Change calendar
Freshservice
8.8
TOPdesk
6.9
Service-level management
Freshservice
8.9
TOPdesk
7.5

Pros

Freshservice

  • Change management is a great asset of the system. It allows you to gain approvals, and document the entire process. Over the years we have chosen specific routes to address technology needs on campus only to wonder why did it that way a few years down the road.
  • The service catalog is valuable in that allows you to detail everything you can provide to your constituents. You can create your own forms, indicate anticipated delivery, and specify costs. This puts great information in front of your users from the get go.
  • The CMDB allows you to keep inventory of all assets, hardware and software, and create relationships. The information you put into the system can assist in decision-making, troubleshooting, and monitoring ROI.
  • Freshservice's built-in reports offer quick metrics to monitor your service goals
Rick Murphy | 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

Freshservice

  • The platform can still create the tickets separation per team, something like ITINC-01, and FACIN01, meaning that ITINC is an IT incident and FACIN is a facilities incident, this can help check how many tickets have been raised for every team since the very beginning without having to filter all the tickets.
  • Option to display help articles in the agent's dashboard, even when the platform is oriented to improve the end-user experience, improving the experience of the agents will therefore improve the end-user experience too.
  • They can integrate the option to send recurrent reminders every time frame for the requests that have not been attended.
  • An option to disable the "New Ticket" option for a specific requester's team can also be helpful. That could help us reinforce the usage of the Catalog and end-users will be forced to look for an item before submitting an incident.
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

Freshservice

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 8.2
Based on 33 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

Freshservice

Freshservice 9.2
Based on 3 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 8.6
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

Freshservice

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 8.9
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

Freshservice

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

Freshservice

Freshservice 9.9
Based on 9 answers
When we have needed to reach out to the Freshservice support, tickets have been resolved in a timely and accurate manner. Early on in our deployment our agents needed more support from the Freshservice team. As we have matured in our use of the product we find that the Quick Help articles provide us with many of the answers to our questions right when we need them.
Cindy Whylings | TrustRadius Reviewer

TOPdesk

TOPdesk 9.0
Based on 131 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

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

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 7.4
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

Freshservice

Freshservice offered a number of awesome features pre-baked into the product, where Zendesk is more flexible and has a wider library of integrations. For companies who don't need that deep flexibility, Freshservice is an excellent choice as a ticketing system. The service catalog, in particular, was a winning feature that sold us on Freshservice.
Anonymous | 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

Freshservice

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

Freshservice

  • Positive impacts are having a modern toolset to support the organization using an ITSM ITIL framework.
  • The ability to use a tool that has so many features at a relatively reasonable cost. Also, FreshService has been extremely helpful in our implementation and making customizations for our needs on the fly.
Anonymous | 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

Screenshots

Pricing Details

Freshservice

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$19*

* per agent, per month

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

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

Freshservice
9.2
TOPdesk
8.4

Likelihood to Renew

Freshservice
TOPdesk
8.2

Usability

Freshservice
9.2
TOPdesk
8.6

Reliability and Availability

Freshservice
TOPdesk
8.9

Performance

Freshservice
TOPdesk
8.1

Support Rating

Freshservice
9.9
TOPdesk
9.0

In-Person Training

Freshservice
TOPdesk
7.3

Online Training

Freshservice
TOPdesk
6.4

Implementation Rating

Freshservice
TOPdesk
7.4

Scalability

Freshservice
TOPdesk
7.8

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