What users are saying about
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Top Rated
311 Ratings
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Top Rated
234 Ratings

Jira Service Desk

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Top Rated
311 Ratings
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Score 8.2 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

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.
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

Jira Service Desk
8.9
TOPdesk
7.8
Organize and prioritize service tickets
Jira Service Desk
9.0
TOPdesk
8.4
Expert directory
Jira Service Desk
9.0
TOPdesk
7.1
Service restoration
Jira Service Desk
9.5
TOPdesk
7.6
Self-service tools
Jira Service Desk
8.2
TOPdesk
8.7
Subscription-based notifications
Jira Service Desk
10.0
TOPdesk
7.8
ITSM collaboration and documentation
Jira Service Desk
8.1
TOPdesk
7.8
ITSM reports and dashboards
Jira Service Desk
8.4
TOPdesk
7.1

ITSM asset management

Jira Service Desk
10.0
TOPdesk
7.4
Configuration mangement
Jira Service Desk
10.0
TOPdesk
7.1
Asset management dashboard
Jira Service Desk
10.0
TOPdesk
7.7
Policy and contract enforcement
Jira Service Desk
10.0
TOPdesk
7.3

Change management

Jira Service Desk
7.6
TOPdesk
7.6
Change requests repository
Jira Service Desk
8.1
TOPdesk
7.8
Change calendar
Jira Service Desk
6.5
TOPdesk
6.9
Service-level management
Jira Service Desk
8.3
TOPdesk
8.0

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 | 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

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.
Anonymous | 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

Jira Service Desk

Jira Service Desk 9.9
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.
Anonymous | TrustRadius Reviewer

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

Jira Service Desk

No score
No answers yet
No answers on this topic

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

Jira Service Desk

Jira Service Desk 8.8
Based on 21 answers
  • Excellent collaboration tool, incident, and problem management, all essential features well included
  • Nice enhancement for IT development integration in the form of a link to Confluence
  • Great tool for service level management, provides comprehensive service level requirements / SLA fulfillment overview, helps managers to keep a clear overview of priorities
  • Very good automation and integration features
Viktor Mulac | 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

Jira Service Desk

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 6.3
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

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.
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

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.
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

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
Small Teams$101
Growing teams$202
Large teamsDiscount3
  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

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.

Rating Summary

Likelihood to Recommend

Jira Service Desk
8.6
TOPdesk
8.1

Likelihood to Renew

Jira Service Desk
9.9
TOPdesk
8.0

Usability

Jira Service Desk
TOPdesk
7.0

Reliability and Availability

Jira Service Desk
TOPdesk
7.3

Performance

Jira Service Desk
TOPdesk
7.3

Support

Jira Service Desk
8.8
TOPdesk
8.9

Implementation

Jira Service Desk
TOPdesk
6.3

Scalability

Jira Service Desk
TOPdesk
7.3

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