What users are saying about
10 Ratings
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Top Rated
224 Ratings
10 Ratings
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Score 8.6 out of 101

TOPdesk

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Top Rated
224 Ratings
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Score 7.9 out of 101

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.
No photo available

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

Freshservice
8.7
TOPdesk
7.5
Organize and prioritize service tickets
Freshservice
8.9
TOPdesk
8.2
Expert directory
Freshservice
8.9
TOPdesk
6.9
Service restoration
Freshservice
8.7
TOPdesk
7.4
Self-service tools
Freshservice
9.5
TOPdesk
8.2
Subscription-based notifications
Freshservice
8.9
TOPdesk
7.6
ITSM collaboration and documentation
Freshservice
8.0
TOPdesk
7.6
ITSM reports and dashboards
Freshservice
8.2
TOPdesk
6.7

ITSM asset management

Freshservice
7.1
TOPdesk
7.2
Configuration mangement
Freshservice
7.1
TOPdesk
7.0
Asset management dashboard
Freshservice
7.1
TOPdesk
7.7
Policy and contract enforcement
Freshservice
7.1
TOPdesk
6.9

Change management

Freshservice
8.5
TOPdesk
7.2
Change requests repository
Freshservice
8.2
TOPdesk
7.7
Change calendar
Freshservice
8.7
TOPdesk
6.7
Service-level management
Freshservice
8.6
TOPdesk
7.3

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 profile photo

TOPdesk

  • 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

Freshservice

  • While the CMDB is robust and helpful, you don't have much control over the view when looking at the preview grid.
  • We previously used the sister product, Freshdesk, and we appreciated the built-in chat feature. It would be nice to see Freshservice add this to their product so that we don't have to rely on third-party systems to communicate inter-departmentally, or with constituents.
  • The ticket system is intuitive and has some great features. But one of the things that is inherent with technical support is multi-part tasks related to a particular solution. While Freshservice allows you to create tasks that must be completed which you can assign to any of the other agents, it would be nice to be able to create task templates for situations that require several standard sub-tasks. For example, with computer setups if you could apply a "setup" template that identifies the various steps that must be completed so that you can monitor progress more closely, and offer quality assurance.
Rick Murphy profile photo

TOPdesk

  • Sometimes desired feature sets are only available with additional modules such as change management module for workflow automation.
  • Process automation can be the trickiest to configure and self-help documentation can be lacking.
Jeff Walters profile photo

Likelihood to Renew

Freshservice

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 8.2
Based on 5 answers
Fully satisfied so far with the product and the support.
Karl Schuele profile photo

Usability

Freshservice

Freshservice 8.0
Based on 1 answer
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.
No photo available

TOPdesk

TOPdesk 7.3
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

Freshservice

Freshservice 9.0
Based on 1 answer
I stick with FreshService because it has been easy to use. If it were not, then I would terminate the contract which is only annual. The few times I have needed assistance, the response has been quick. Most of the issues that I have needed assistance on have been resolved in the initial response. It is clear to me that Freshservice has a competent team on their support staff.
No photo available

TOPdesk

TOPdesk 8.7
Based on 88 answers
I have found TOPdesk support across the board to be tremendous. Beginning with our pre-sale communication, deployment management, initial training, and post-deployment support - all of it has been great.
Jeff Walters profile photo

Implementation

Freshservice

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 7.2
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

Freshservice

Freshworks gave us everything we needed in a practical, web-based format. It worked like a charm!
No photo available

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 profile photo

Return on Investment

Freshservice

  • Saved money
  • Improved day to day ticketing process
No photo available

TOPdesk

  • Since this the first service desk I've used and it's the company's first ticketing system I can't tell if there is a positive or negative impact on ROI.
  • TOPdesk is used daily, so it's definitely being used.
  • We are slowing expanding its use. We started using the change management part of the system.
Randy MacFarland profile photo

Pricing Details

Freshservice

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$19*
1.  per agent, per month
Additional Pricing Details

TOPdesk

General

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

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