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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• 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.

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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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• 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.

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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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• 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

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