What users are saying about
9 Ratings
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Top Rated
224 Ratings
9 Ratings
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Score 8.7 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

If you want an IT based system that allows you to create trouble tickets, collect all documentation and assets, and is intuitive so that your'e not "administering administration", Freshservice is a good solution. Their support team is very helpful and responsive, and it was attractive to us since it was cloud-hosted. If you do not plan to take advantage of the CMDB or change management options, you may be better off using the simpler and inexpensive product, Freshdesk.
Rick Murphy profile photo

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 profile photo

Feature Rating Comparison

Incident and problem management

Freshservice
8.9
TOPdesk
7.5
Organize and prioritize service tickets
Freshservice
9.1
TOPdesk
8.2
Expert directory
Freshservice
8.9
TOPdesk
6.9
Service restoration
Freshservice
8.7
TOPdesk
7.4
Self-service tools
Freshservice
9.8
TOPdesk
8.2
Subscription-based notifications
Freshservice
9.4
TOPdesk
7.6
ITSM collaboration and documentation
Freshservice
8.1
TOPdesk
7.6
ITSM reports and dashboards
Freshservice
8.3
TOPdesk
6.7

ITSM asset management

Freshservice
7.6
TOPdesk
7.2
Configuration mangement
Freshservice
7.6
TOPdesk
7.0
Asset management dashboard
Freshservice
7.3
TOPdesk
7.6
Policy and contract enforcement
Freshservice
7.8
TOPdesk
6.9

Change management

Freshservice
8.9
TOPdesk
7.3
Change requests repository
Freshservice
8.9
TOPdesk
7.7
Change calendar
Freshservice
9.1
TOPdesk
6.8
Service-level management
Freshservice
8.7
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

  • TOPdesk provides easy to customize reports based on user or organization designed selections, allowing the data stored inside the helpdesk solution to be extracted, analyzed, and acted upon. Using simple visual queries, any user is able to build data extracts on the fly
  • Importation of data is easy to arrange and insert into the system. From existing support requests to a customer knowledge database, the data can be imported once, or as part of a constantly updating system for user changes, asset management, or user-facing data.
  • The ability to reply to emails to update tickets, both as the person making the support request and as the person working on the support request, makes it much easier to keep everyone informed as to the progress of the tickets and the eventual resolution.
Jason Barker 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

  • SaaS implementation could be easier if it would be done by TOPdesk as an extra service. My IT department had some difficulties due to lack of knowledge in this area.
Karl Schuele 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

No score
No answers yet
No answers on this topic

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

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 8.7
Based on 88 answers
Perfect Project Management, Excellent Support in terms of Processes, Documentation and user training.
Karl Schuele 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

Well not so great and hence we replaced it with CA service desk.
No photo available

TOPdesk

Bob Gruett profile photo

Return on Investment

Freshservice

  • We have been able to streamline our support operations, keeping our teams lean and agile.
  • By consolidating all support functions into one system with Freshservice, it is far easier for different departments to collaborate on an issue.
  • Freshservice pricing has been consistent and fair.
No photo available

TOPdesk

  • Very negative in terms of the amount of time spent just getting the product ready for implementation. As stated earlier, the prep to get the system ready took about 8 months, and now that we're live we're still fixing AD import issues and not using the inventory system due to its poor implementation.
  • Can't speak to any positive ROI yet because we're not live, though I expect that the knowledgebase will be of some help.
Bob Gruett 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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