What users are saying about
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Top Rated
260 Ratings
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Top Rated
223 Ratings

Jira Service Desk

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Top Rated
260 Ratings
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Score 7.9 out of 101

TOPdesk

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223 Ratings
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Score 7.9 out of 101

Likelihood to Recommend

Jira Service Desk

JIRA Service Desk is an integral part of the entire Atlassian Suite that we use at our organization. Some of its strong suits include easing the communication between end users/customers and the support teams. The added feature of internal only communications allows agents, users who respond and work on requests, to add comments that only they can see. This is important for roping in others on a particular request without the end user seeing all of the unimportant communication. One of the areas that JSD is less suited for is communications between internal teams and customers at the same time. When the submitter of the ticket is already an agent and starts commenting with internal comments, they will not receive notifications when others reply also using internal comments. This can cause confusion and loss of time due to people not seeing notifications for comments in a timely manner.
Gary Smolyak profile photo

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

Jira Service Desk
8.8
TOPdesk
7.5
Organize and prioritize service tickets
Jira Service Desk
8.7
TOPdesk
8.2
Expert directory
Jira Service Desk
9.0
TOPdesk
6.8
Service restoration
Jira Service Desk
9.5
TOPdesk
7.4
Self-service tools
Jira Service Desk
8.1
TOPdesk
8.2
Subscription-based notifications
Jira Service Desk
10.0
TOPdesk
7.6
ITSM collaboration and documentation
Jira Service Desk
8.0
TOPdesk
7.6
ITSM reports and dashboards
Jira Service Desk
8.0
TOPdesk
6.8

ITSM asset management

Jira Service Desk
10.0
TOPdesk
7.2
Configuration mangement
Jira Service Desk
10.0
TOPdesk
7.0
Asset management dashboard
Jira Service Desk
10.0
TOPdesk
7.6
Policy and contract enforcement
Jira Service Desk
10.0
TOPdesk
6.9

Change management

Jira Service Desk
7.7
TOPdesk
7.3
Change requests repository
Jira Service Desk
8.2
TOPdesk
7.8
Change calendar
Jira Service Desk
6.5
TOPdesk
6.8
Service-level management
Jira Service Desk
8.4
TOPdesk
7.2

Pros

Jira Service Desk

  • 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.
Gary Smolyak profile photo

TOPdesk

  • Easy to enter tickets by mail from the users.
  • TOPdesk could be used directly out of the box.
  • SaaS makes it easy to setup it up and scales within the region.
  • Excellent support during and after the go-live by the people from TOPdesk.
Karl Schuele profile photo

Cons

Jira Service Desk

  • Ability to control the number of email notifications received (Note: this is a new feature in the Latest release but I personally haven not extensively looked at it and how well it solves the existing problem).
  • No way to reply to multiple tickets at once, say you got 4 tickets in for the same issue, there is no way you can reply to them in one stroke. Other Ticketing systems do have this ability.
  • Using a large number of add-ons to customize and add additional features adds up quickly and can become rather expensive.
  • Request forms are very basic and there is no native dynamic field ability available.
Gary Smolyak profile photo

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 profile photo

Likelihood to Renew

Jira Service Desk

Jira Service Desk 6.0
Based on 1 answer
I give it this rating because one has to be a creator or a master of tool before he renews it.
No photo available

TOPdesk

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

Usability

Jira Service Desk

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

Jira Service Desk

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 8.6
Based on 87 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 profile photo

Implementation

Jira Service Desk

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

Jira Service Desk

When I evaluated Spiceworks, it was not going to be replacing any ticketing systems. However, I did evaluate it and was not extremely impressed by the short demo I did.JIRA was selected because a branch of our company was already using it, so it made sense to consolidate into one service desk solution, and JIRA was the better option since it was less expensive and geared towards being a ticketing system.
No photo available

TOPdesk

It's 1000 times better than Microsoft CRM, which was clunky and not user-friendly at all. Also, we had no SSP with CRM.
Dan Moncion profile photo

Return on Investment

Jira Service Desk

  • 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.
No photo available

TOPdesk

  • It gives us a clear picture of our day-to-day activities.
  • Able to generate reports for management.
  • Giving end users the ability to solve the little problems via the SSP.
Dan Moncion profile photo

Pricing Details

Jira Service Desk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Jira Service Desk Editions & Modules

Jira Service Desk
Edition
Small Teams
$101
Growing teams
$202
Large teams
Discount3
1. per agent for up to 3 agents
2. per agent per month for 4-15 agents
3. per agent for 16+ agents
Additional Pricing Details
View the pricing calculator for 16+ agents here: https://www.atlassian.com/software/jira/service-desk/pricing/upcoming#pricing-calculator

TOPdesk

General

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

TOPdesk Editions & Modules

TOPdesk
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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