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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• 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.

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• 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.

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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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• 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.

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