What users are saying about
Top Rated
373 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 8.1 out of 100
Based on 373 reviews and ratings
TOPdesk
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Top Rated
266 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 7.8 out of 100
Based on 266 reviews and ratings
Likelihood to Recommend
Jira Service Desk
It could work well as a service desk ticketing system. It is great at building out and managing a specific workflow. Using the workflow Jira can be used to manage any number of development type projects. This allows you to be strict on the steps being followed in development while turning over the management of that process to the developers. That allows for fewer hands-on project management and allows for more of an Agile approach where you focus on impediments and removing roadblocks. It's also a great tool for managers to be able to see everything that is going on without reading through hundreds of emails. Additionally, managers can quickly dive into issues and see the full history of what has gone on with a particular ticket.

Verified User
Consultant in Human Resources
Management Consulting Company, 201-500 employeesTOPdesk
If you work with the standard ITIL processes, TOPdesk meets everything.
If you want to configure and organize everything yourself, TOPdesk does not meet your wishes.
Easy to link to third party applications.
Linking TOPdesk environment of customers and / or suppliers (Collaboration Center).
See also my use case how we use TOPdesk.
Application administrator
NOSBroadcast Media, 1001-5000 employees
Feature Rating Comparison
Incident and problem management
Jira Service Desk
8.9
TOPdesk
8.0
Organize and prioritize service tickets
Jira Service Desk
8.9
TOPdesk
8.6
Expert directory
Jira Service Desk
9.0
TOPdesk
7.1
Service restoration
Jira Service Desk
9.5
TOPdesk
7.9
Self-service tools
Jira Service Desk
8.3
TOPdesk
8.7
Subscription-based notifications
Jira Service Desk
10.0
TOPdesk
8.0
ITSM collaboration and documentation
Jira Service Desk
8.2
TOPdesk
8.3
ITSM reports and dashboards
Jira Service Desk
8.5
TOPdesk
7.4
ITSM asset management
Jira Service Desk
10.0
TOPdesk
7.7
Configuration mangement
Jira Service Desk
10.0
TOPdesk
7.6
Asset management dashboard
Jira Service Desk
10.0
TOPdesk
7.1
Policy and contract enforcement
Jira Service Desk
10.0
TOPdesk
8.3
Change management
Jira Service Desk
7.6
TOPdesk
7.3
Change requests repository
Jira Service Desk
8.0
TOPdesk
7.6
Change calendar
Jira Service Desk
6.5
TOPdesk
6.9
Service-level management
Jira Service Desk
8.3
TOPdesk
7.5
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.
Development Operations Systems Administrator
14 WestMarketing and Advertising, 501-1000 employees
TOPdesk
- They are making good progress in developing API's for communication with other apps which is becoming more and more important. Also the development of a collaboration platform for easy connecting to other/customer (TOPdesk) systems is a positive move.
- In our company we will build a extensive API configuration to communicate with MS Dynamics and we already have several connections with customers that gives a better user experience.
- The events and actions module gives extra power to the system to overcome some limitations or automate manual actions.
- We use this option for a lot of different activities. One is for a notification when a certificate or application license is almost expired but there are a lot more applications for this function.
- Technical support department performs nicely and in a professional way.
Operation manager
Simac IT NLComputer Networking, 1001-5000 employees
Cons
Jira Service Desk
- 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.

Verified User
Administrator in Information Technology
Hospital & Health Care Company, 51-200 employeesTOPdesk
- Modeling more complicated workflows is difficult and could need the support of a consultant
- Graphical output of Topdesk is very limited. Users mainly will rely on Excel as reporting tool, except for some basic graphs that are provided in your dashboard by Topdesk itself.
Transition Manager
Fujifilm Europe B.V.Chemicals, 1001-5000 employees
Likelihood to Renew
Jira Service Desk
Jira Service Desk 10.0
Based on 2 answers
I give it this rating because one has to be a creator or a master of tool before he renews it.

Verified User
Professional in Information Technology
Information Technology and Services Company, 10,001+ employeesTOPdesk
TOPdesk 8.2
Based on 33 answers
We only recently converted to the SAAS version of TOPdesk, for the simple reason that this version is more expensive than the old on-premise version that we had been using in the year before.The advantages of this SAAS version are clear though: no problems anymore with updates or servers that fail. I am convinced that we will stick with TOPdesk in years to come.
Network System Administrator
AidsfondsNon-profit Organization Management, 51-200 employees
Usability
Jira Service Desk
Jira Service Desk 9.5
Based on 2 answers
I gave JIRA a score of 9 since I am happy with the service it offers. I can easily see the SLA since it gives me visibility. I can pull up the reports I need. I can reach out to our clients using the PR ticket so it is hassle-free for me.
PRODUCT SUPPORT TECHNICIAN
FIS GLOBAL SOLUTIONSFinancial Services, 1001-5000 employees
TOPdesk
TOPdesk 8.6
Based on 22 answers
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.
Applicatie beheerder
FPC de Rooyse WisselHospital & Health Care, 501-1000 employees
Reliability and Availability
Jira Service Desk
No score
No answers yet
No answers on this topic
TOPdesk
TOPdesk 8.9
Based on 6 answers
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.
Network System Administrator
AidsfondsNon-profit Organization Management, 51-200 employees
Performance
Jira Service Desk
No score
No answers yet
No answers on this topic
TOPdesk
TOPdesk 8.1
Based on 6 answers
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!
Network System Administrator
AidsfondsNon-profit Organization Management, 51-200 employees
Support Rating
Jira Service Desk
Jira Service Desk 8.3
Based on 32 answers
I have not used the technical support from Atlassian. In terms of online help and resources, they are a bit limited thus making it more of a challenge to troubleshoot issues and learn more functionality. There aren't a lot of resources available on the Atlassian site besides developer documents. It would be nice to have a blog or forum where users can get the help they need.

Verified User
Administrator in Information Technology
Logistics & Supply Chain Company, 10,001+ employeesTOPdesk
TOPdesk 9.0
Based on 131 answers
TOPdesk support is TOPnotch. The support engineers and setup people we encountered during our setup phase were knowledgeable and experienced with the design and setup of the optimum TOPdesk based on our requests, and were able to help us avoid snags that we would have otherwise encountered based on our unique setup. Requests since the initial setup period have been met with quick, easy to follow instructions to resolve the issues.

Verified User
Analyst in Information Technology
Education Management Company, 11-50 employeesIn-Person Training
Jira Service Desk
No score
No answers yet
No answers on this topic
TOPdesk
TOPdesk 7.3
Based on 1 answer
The training was short but effective. 1 day to train key users
Informationmanagement in public health
Stichting Informatie Voorziening ZorgHospital & Health Care, 1-10 employees
Online Training
Jira Service Desk
No score
No answers yet
No answers on this topic
TOPdesk
TOPdesk 6.4
Based on 1 answer
Simple training, Just to know the basics
System Engineer
Egency B.V.Information Technology and Services, 11-50 employees
Implementation Rating
Jira Service Desk
No score
No answers yet
No answers on this topic
TOPdesk
TOPdesk 7.4
Based on 12 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.
Senior Manager IT Infrastructure
NGK Spark Plug Europe GmbHAutomotive, 201-500 employees
Alternatives Considered
Jira Service Desk
Before JIRA, I used Basecamp to track all projects. We did not have a "ticketing system", but Basecamp served to track any open issues that we needed to be worked on. This was not very effective as Basecamp is not made for this purpose. Switching over to JIRA has been a much better experience. Tickets are not lost, there is accountability across the team.

Verified User
Analyst in Product Management
Sporting Goods Company, 501-1000 employeesTOPdesk
Speaking only to our specific implementation of Heat, which admittedly we did not put much effort into improving over time, we have noticed far better usability in every respect from hands-on ticket remediation all the way through to back-end system maintenance. Implementation was a significant exercise which required a great deal of planning and evaluation of our existing processes, but in spite of this “pain”, it was necessary to move from where we were to start down the path toward where we wanted to be.

Verified User
Professional in Information Technology
Higher Education Company, 501-1000 employeesScalability
Jira Service Desk
No score
No answers yet
No answers on this topic
TOPdesk
TOPdesk 7.8
Based on 6 answers
We have not yet much experience for scalability. There are some good features to make TOPdesk more scalable, for example the value mapping as part of action sequences.

Verified User
Professional in Customer Service
Information Technology and Services Company, 51-200 employeesReturn 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.

Verified User
Analyst in Quality Assurance
Computer Games Company, 51-200 employeesTOPdesk
- We have been able to provide a more streamlined experience for staff and students when raising issues
- We have been able to replace 3 previous separate systems with TOPdesk and are looking to replace a 4th in the near future by using some of the TOPdesk features
- We have had to use quite a bit of staff time to configure and support TOPdesk which was not expected. Ideally it requires someone with dedicated time to administer which we did not take into account when implementing
Applications Infrastructure Manager
University of WinchesterHigher Education, 501-1000 employees
Screenshots
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
Edition
Free | $01 |
---|---|
Standard | $202 |
Premium | $402 |
Enterprise | Contact sales team |
- per month
- 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
TOPdesk Editions & Modules
—