What users are saying about
15 Ratings
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Top Rated
234 Ratings
15 Ratings
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Score 9 out of 100

TOPdesk

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Top Rated
234 Ratings
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Score 7.9 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

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 | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshservice
9.0
TOPdesk
7.8
Organize and prioritize service tickets
Freshservice
9.1
TOPdesk
8.4
Expert directory
Freshservice
9.2
TOPdesk
7.1
Service restoration
Freshservice
9.1
TOPdesk
7.6
Self-service tools
Freshservice
9.6
TOPdesk
8.7
Subscription-based notifications
Freshservice
9.3
TOPdesk
7.8
ITSM collaboration and documentation
Freshservice
8.5
TOPdesk
7.8
ITSM reports and dashboards
Freshservice
8.0
TOPdesk
7.1

ITSM asset management

Freshservice
7.7
TOPdesk
7.4
Configuration mangement
Freshservice
7.6
TOPdesk
7.1
Asset management dashboard
Freshservice
7.5
TOPdesk
7.7
Policy and contract enforcement
Freshservice
7.9
TOPdesk
7.3

Change management

Freshservice
8.9
TOPdesk
7.6
Change requests repository
Freshservice
8.6
TOPdesk
7.8
Change calendar
Freshservice
9.0
TOPdesk
6.9
Service-level management
Freshservice
8.9
TOPdesk
8.0

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

  • Support by TOPdesk is excellent. Until now, we didn't have any issues when support was requested.
  • The latest version supports ADFS/SAML authentication. In the former version, this was an add-on you should buy.
  • Continues development of the product bearing in mind the user's input.
Adrie Bergwerff | TrustRadius Reviewer

Cons

Freshservice

  • Workflow automations are great but sometimes we have trouble with the ordering and workflows are applied incorrectly when multiple issues are reported in a single ticket.
  • We don't find the built-in reports helpful and would like to be able to build reports based on additional fields or even keywords.
Cindy Whylings | TrustRadius Reviewer

TOPdesk

  • The tools for configuring events and actions need improving, especially the tool for events which, whilst very powerful, is cumbersome to use when configuring event criteria
  • The built-in form designer within TOPdesk is adequate but could do with better features to allow for more dynamic forms. It would also benefit from being able to post data to custom fields rather than just into the Action box. There is quite a step up between the built-in form designer and the custom XFG form engine which is the only other solution which TOPdesk provide
  • Asset management could do with some improvements as it can be a little inflexible when needing to customize the data being held as well as build processes around it
Ian Short | TrustRadius Reviewer

Likelihood to Renew

Freshservice

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 8.0
Based on 25 answers
TOPdesk is an integral and vital element of our IT support strategy. It provides excellent functionality and value for money. It is in use across multiple locations around the world, and we are actively looking for new ways to utilize it further.
Jim Scott | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

TOPdesk

TOPdesk 7.0
Based on 8 answers
I haven't used other ticketing systems so I can't compare it to another else. There are some good and bad features but that would be the same with all ticket systems.
Randy MacFarland | TrustRadius Reviewer

Support

Freshservice

Freshservice 9.8
Based on 5 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 8.9
Based on 95 answers
Pre-sales support was decent, but the onboarding was not so helpful. This was due mainly to the fact that it was delivered in the form of a series of information-heavy tutorials that were too overwhelming too early on. I also found the online documentation somewhat lacking, as it was often written for a different version of TOPdesk than the one I was using.The support site is pretty good, and makes it very easy to report and get updates on problems (they utilize their own engine to drive the site). The one drawback I ran into was tickets being closed with the assumption that the recommended resolution was one I was familiar with, requiring no in-depth explanations or background info. This meant re-opening many tickets in order to get clarification on an answer, or to ask a follow-up question.
Bob Gruett | TrustRadius Reviewer

Implementation

Freshservice

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 6.2
Based on 5 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

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 | 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

  • The quickest gain that we realized was reduced cost from our previous solution in terms of service contracts and on-premise infrastructure costs.
  • Additional gains are also found in standard solution management and service disruption notification. We now have a company dashboard that can inform employees about any large or small service issues.
  • Improved reporting has also allowed the department to focus resources where there are greater needs and monitor costs of service.
Jeff Walters | 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

TOPdesk

General

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

Rating Summary

Likelihood to Recommend

Freshservice
8.9
TOPdesk
8.1

Likelihood to Renew

Freshservice
TOPdesk
8.0

Usability

Freshservice
8.0
TOPdesk
7.0

Reliability and Availability

Freshservice
TOPdesk
7.3

Performance

Freshservice
TOPdesk
7.3

Support

Freshservice
9.8
TOPdesk
8.9

Implementation

Freshservice
TOPdesk
6.2

Scalability

Freshservice
TOPdesk
7.3

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