Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshservice
Score 8.7 out of 10
N/A
Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.
$19
Per Month Per User
TOPdesk
Score 8.6 out of 10
Mid-Size Companies (51-1,000 employees)
TOPdesk is the flagship highly-modular cloud-based or installed ITSM service desk and asset management solution from the Dutch company of the same name, for enterprise companies.N/A
Pricing
FreshserviceTOPdesk
Editions & Modules
Starter
$19.00
Per Month Per User
Growth
$49.00
Per Month Per User
Pro
$95.00
Per Month Per User
Enterprise
$119
No answers on this topic
Offerings
Pricing Offerings
FreshserviceTOPdesk
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsThe TOPdesk license model: - Modular: Organizations purchase only the modules needed - Saas or On premise - Supports unlimited number of assets. - End users OR service agents based. For flexibility in the number of agents for e.g. extra busy times of the year, the end user license allows adding agents without any restrictions, no day passes needed.
More Pricing Information
Community Pulse
FreshserviceTOPdesk
Considered Both Products
Freshservice
Chose Freshservice
We switched from TOPdesk to Freshservice, mainly because of the costs. Freshservice offered so much more functionality that it was a no-brainer to make the switch
TOPdesk

No answer on this topic

Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
FreshserviceTOPdesk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshservice
8.3
112 Ratings
1% above category average
TOPdesk
7.9
196 Ratings
4% below category average
Organize and prioritize service tickets9.0112 Ratings8.2196 Ratings
Expert directory7.778 Ratings7.4136 Ratings
Service restoration7.063 Ratings8.1132 Ratings
Self-service tools8.4102 Ratings8.2182 Ratings
Subscription-based notifications8.681 Ratings8.1133 Ratings
ITSM collaboration and documentation8.893 Ratings8.2149 Ratings
ITSM reports and dashboards8.397 Ratings7.3157 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Freshservice
7.7
90 Ratings
7% below category average
TOPdesk
8.1
160 Ratings
2% below category average
Configuration mangement8.483 Ratings8.4149 Ratings
Asset management dashboard8.088 Ratings7.8138 Ratings
Policy and contract enforcement6.662 Ratings8.1105 Ratings
Change management
Comparison of Change management features of Product A and Product B
Freshservice
8.2
84 Ratings
3% below category average
TOPdesk
7.9
154 Ratings
6% below category average
Change requests repository8.578 Ratings7.8147 Ratings
Change calendar8.064 Ratings7.8117 Ratings
Service-level management8.278 Ratings8.0128 Ratings
Best Alternatives
FreshserviceTOPdesk
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.5 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.5 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
FreshserviceTOPdesk
Likelihood to Recommend
9.0
(113 ratings)
8.6
(198 ratings)
Likelihood to Renew
9.1
(2 ratings)
8.7
(110 ratings)
Usability
9.1
(6 ratings)
9.7
(27 ratings)
Availability
-
(0 ratings)
9.1
(9 ratings)
Performance
-
(0 ratings)
8.1
(9 ratings)
Support Rating
8.5
(77 ratings)
8.7
(166 ratings)
In-Person Training
-
(0 ratings)
10.0
(2 ratings)
Online Training
-
(0 ratings)
8.0
(2 ratings)
Implementation Rating
9.1
(2 ratings)
9.2
(15 ratings)
Configurability
-
(0 ratings)
8.9
(8 ratings)
Ease of integration
7.3
(1 ratings)
8.2
(16 ratings)
Product Scalability
-
(0 ratings)
9.1
(9 ratings)
Vendor post-sale
-
(0 ratings)
9.0
(7 ratings)
Vendor pre-sale
-
(0 ratings)
9.1
(7 ratings)
User Testimonials
FreshserviceTOPdesk
Likelihood to Recommend
Freshworks Inc
Freshservice is a complete ITSM solution. I have used some others over the years and moved away from them to Freshservice. I have implemented Freshservice in 2 new roles over the years, and everyone has loved it. The functionality that it incorporates, enabling IT teams to become ITIL compliant is truly useful. Compared to 5 other ITSM tools that I have used over the last 10 years, Freshservice is far better.
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TOPdesk
I think TOPdesk is best fitted in small to medium businesses, if there is someone capable of programming the rule sets. Those can be hard to create properly or maintain over time. The knowledge base and Self Service Portal can provide users with some insights and help, even if the SysAdmin is unavailable at that time. I don't think it is suitable for larger companies, because I personally think it will get quite messy then.
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Pros
Freshworks Inc
  • Workflow automation
  • Knowledge base articles for users and agents
  • easy to add categories & sub category and make them compulsory so that ticket cannot be closed without filling the information
  • it works with email address very simple to create different department and queues
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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.
Read full review
Cons
Freshworks Inc
  • Change Management - Current system is geared towards full software or system change management. It would be great to have a simple Yes/No approval without having to utilize their workflow tools.
  • Data selection filters - Overall, their data filters are very good, but it would be useful to have "Last Week" and "Last Month" in the date selectors.
Read full review
TOPdesk
  • The requirement to fill out certain fields before a ticket can be closed can be cumbersome. This could be a requirement for some organizations though.
  • The field mappings from Azure AD to user data could be a little more precise. Some of the fields just don't translate.
  • When setting up the system to intake emails as trouble tickets, it can be tricky when people reply after a ticket is closed. It will create multiple tickets from this.
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Likelihood to Renew
Freshworks Inc
It's overall value in our organization is extremely high and it has become an essential part of our business.
Read full review
TOPdesk
As the project manager for the system, I find it to be intuitive and helpful to keeping our technicians in the field and working rather than running back all the time for paper copies of work orders. I think once we have a solid year under our belt there are things that we can work to expand on. The technicians like it because they can look back at old work orders to see what we did in certain locations to make repairs. All the notes are contained on the system rather than relying on someone else to put them in and dig them back out. The system benefits the technicians when they use it to their advantage. We are also finding reduced calls to the office asking about work order statuses. The customers are getting real-time updates on their requests.
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Usability
Freshworks Inc
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.
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TOPdesk
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.
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Reliability and Availability
Freshworks Inc
No answers on this topic
TOPdesk
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.
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Performance
Freshworks Inc
No answers on this topic
TOPdesk
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!
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Support Rating
Freshworks Inc
I contacted support once and the person handling the request was very helpful. The staff is very competent. In my opinion communication could be improved as the level of spoken English is very high. I was unable to understand some words, in fact two people participated in the second meeting.
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TOPdesk
TOPdesk is easy to use and affordable with all the major features required for any organization to smoothly manage its services. We were not quite sure at the beginning if we should go with the TOPdesk for IT service management but we started getting used to it in just a few months. Now, after using it for 3 years, it has been a backbone tool of our organization. The customer support provided by TOPdesk is fast and reliable.
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In-Person Training
Freshworks Inc
No answers on this topic
TOPdesk
We had Topdesk in-house here training staff for almost a month (2-3 hour meetings 3x a week.) It was invaluable and we were able to take that training and share with the rest of our IT staff. Once implemented we were able to fly from there. The challenges we found were in how to get started. Once started the knowledge base offered from Topdesk has been invaluable.
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Online Training
Freshworks Inc
No answers on this topic
TOPdesk
Online training documentation is easy to access and consume. There is no real challenges with finding information on how to use the product and some really helpful knowledge base items that show us how valuable these options are in our own implementation of it. The online training we've used has been self driven
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Implementation Rating
Freshworks Inc
think of what you want to do with FreshService : a clean start or a migration. Migration can be done with csv files, it's easy to do but you need to test it first.
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TOPdesk
It was a challenge to port over years of the same thing and we ended up keeping old ideas in Topdesk that we will eventually weed out as time passes and we learn how users view categories and flows of tickets. Planning is key but bear in mind that just because you used to do it this way doesn't mean you still have to
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Alternatives Considered
Freshworks Inc
I've used monday.com for ticketing, but Freshservice is made for it and the asset management feature adds value. NinjaOne's ticketing is not built out so we only use it for its RMM features. Atera has a nice ticketing platform and looks similar to Freshservice but they do not have an onboarding feature and other integrations that Freshservice has
Read full review
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.
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Scalability
Freshworks Inc
No answers on this topic
TOPdesk
TOPdesk is very flexible and scalable. Every department in you organization can you the software. Perhaps some persons need some training, but that can be provided by TOPdesk ot some keyusers.
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Return on Investment
Freshworks Inc
  • Freshservice has allowed our organization to better track the amount of tickets that come in for a particular individual. This allows us to better support a user that is having multiple of the same issue over an extended period.
  • The communication to the user has greatly increased due to the automated messages that Freshservice has built in.
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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.
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ScreenShots

Freshservice Screenshots

Screenshot of Android App SupportScreenshot of Asset ManagementScreenshot of Project ManagementScreenshot of Asset ManagementScreenshot of Change ManagementScreenshot of Project Management