Jira Service Desk vs TOPdesk

• Highly configurable Notification Scheme, allowing free customization on who receives notifications and when
• Ability to add extra features through the highly diverse Atlassian Marketplace.
• Simple and highly customizable ticket interface. The Software can be almost completely branded in every aspect to represent your organization.
• Integration with Jira Software allows support tickets to be moved into other Log Term projects as necessary.

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• 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.

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• Some of the built-in functions and workflows are surprisingly limited given the fact that you can customize a lot with JQL. These limited areas do not allow you to use JQL. For instance, the built-in notifications are lacking. They have one that is great-- "notify on critical ticket creation"-- EXCEPT that it does not allow you to notify a group or anything, only individual users.
• The ticket interface is a little odd for agents. Changing the status is not a simple drop down from unassigned to open to in progress to pending, etc. There are a couple of tabs ("investigate", "pending", "workflow") where you can change the status in different ways. Maybe I am just not used to this way of doing it, but I feel like it could be simplified.
• It can get complicated deleting/changing some of the out-of-the-box fields and rules, because you never know what will break workflows or other automated/built-in features.

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• 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

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• We would not be very organized as a software company without using JIRA and it would in turn reflect negatively across the entire studio and the products that we release.
• Almost everyone in our company uses JIRA in one way or another from developers to testers to marketing and every team in between.
• The only time I have witnessed that JIRA has a negative effect on our objectives is if they suffer a major failure on their part and JIRA is not accessable or usable for a length of time. Thankfully in over 3 years of using JIRA this has only occurred a handful of times.

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• 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.

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