<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
290 Ratings
469 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

TOPdesk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
290 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.4 out of 100

Feature Set Ratings

  • Jira Service Management (Jira Service Desk) ranks higher in 2 feature sets: Incident and problem management, ITSM asset management
  • Jira Service Management (Jira Service Desk) and TOPdesk are tied in 1 feature set: Change management

Incident and problem management

9.0

Jira Service Management (Jira Service Desk)

90%
8.1

TOPdesk

81%
Jira Service Management (Jira Service Desk) ranks higher in 7/7 features

Organize and prioritize service tickets

9.1
91%
78 Ratings
8.8
88%
141 Ratings

Expert directory

9.0
90%
2 Ratings
8.1
81%
90 Ratings

Service restoration

9.5
95%
2 Ratings
8.3
83%
90 Ratings

Self-service tools

8.1
81%
72 Ratings
8.1
81%
130 Ratings

Subscription-based notifications

10.0
100%
1 Rating
7.5
75%
99 Ratings

ITSM collaboration and documentation

8.9
89%
65 Ratings
8.0
80%
108 Ratings

ITSM reports and dashboards

8.3
83%
66 Ratings
7.8
78%
115 Ratings

ITSM asset management

10.0

Jira Service Management (Jira Service Desk)

100%
8.3

TOPdesk

83%
Jira Service Management (Jira Service Desk) ranks higher in 3/3 features

Configuration mangement

10.0
100%
1 Rating
8.7
87%
111 Ratings

Asset management dashboard

10.0
100%
1 Rating
8.1
81%
96 Ratings

Policy and contract enforcement

10.0
100%
1 Rating
8.1
81%
77 Ratings

Change management

8.0

Jira Service Management (Jira Service Desk)

80%
8.0

TOPdesk

80%
Jira Service Management (Jira Service Desk) ranks higher in 2/3 features

Change requests repository

8.7
87%
67 Ratings
8.0
80%
108 Ratings

Change calendar

6.5
65%
2 Ratings
7.6
76%
88 Ratings

Service-level management

8.9
89%
71 Ratings
8.4
84%
89 Ratings

Attribute Ratings

  • Jira Service Management (Jira Service Desk) is rated higher in 4 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating

Likelihood to Recommend

9.0

Jira Service Management (Jira Service Desk)

90%
79 Ratings
8.6

TOPdesk

86%
141 Ratings

Likelihood to Renew

10.0

Jira Service Management (Jira Service Desk)

100%
1 Rating
9.2

TOPdesk

92%
48 Ratings

Usability

9.5

Jira Service Management (Jira Service Desk)

95%
2 Ratings
8.6

TOPdesk

86%
21 Ratings

Availability

Jira Service Management (Jira Service Desk)

N/A
0 Ratings
9.2

TOPdesk

92%
7 Ratings

Performance

Jira Service Management (Jira Service Desk)

N/A
0 Ratings
8.3

TOPdesk

83%
7 Ratings

Support Rating

8.7

Jira Service Management (Jira Service Desk)

87%
48 Ratings
8.5

TOPdesk

85%
218 Ratings

In-Person Training

Jira Service Management (Jira Service Desk)

N/A
0 Ratings
7.3

TOPdesk

73%
1 Rating

Online Training

Jira Service Management (Jira Service Desk)

N/A
0 Ratings
6.4

TOPdesk

64%
1 Rating

Implementation Rating

Jira Service Management (Jira Service Desk)

N/A
0 Ratings
8.4

TOPdesk

84%
14 Ratings

Product Scalability

Jira Service Management (Jira Service Desk)

N/A
0 Ratings
8.1

TOPdesk

81%
6 Ratings

Likelihood to Recommend

Jira Service Management (Jira Service Desk)

It will be well suite for large Organization where many team members involved from various Geographical location's in a single project or program as that would help greatly with this Agile Project Management tool. And, its may not be the right option for small organizations and also less of the need for co-located teams as well.
Chris Guru | TrustRadius Reviewer

TOPdesk

TOPdesk is best suited for mid-size and large-size organizations where employees can use a self-service portal to quickly find answers, report incidents, book resources, or call for support. It is not appropriate for enterprises and governmental organizations where the privacy of information is a must.
Nabin Poudel | TrustRadius Reviewer

Pros

Jira Service Management (Jira Service Desk)

  • Integration with many of the most common tools companies are using (Slack, MS Teams, Salesforce, ... etc)
  • Natural workflow with Jira (as product development / project management tool) which makes the full fix and follow up of the tickets / issues very easy to follow
  • Allow multiple different entry points and work flows for as many different needs your teams / company have
Anonymous | TrustRadius Reviewer

TOPdesk

  • TOPdesk provides a clean and modern interface for all of its modules. Many of the modules have a similar look and feel, which makes it easy for users to utilize each one.
  • Its workflow system allows administrators and developers to define what needs to occur when certain events happen. This can ensure that processes happen in the correct sequence.
  • TOPdesk includes a vast API system to allow for external systems to integrate with it, and for TOPdesk to communicate with external systems.
Dustin Fawver | TrustRadius Reviewer

Cons

Jira Service Management (Jira Service Desk)

  • Navigating through issues outside of a kan ban board can be confusing and task heavy.
  • It's easy to clutter up the tool. It could use some easy clean up capabilities.
  • User interface is decent, but could use work to make it more intuitive.
Anonymous | TrustRadius Reviewer

TOPdesk

  • Sometimes it is clunky to assign something to a specific person, unless you know the dept. that person is in.
  • If your dashboards are not configured correctly, its very hard to find work assigned to you.
  • The search function is only skin deep, unable to pull information on what was said in the ticket.
Anonymous | TrustRadius Reviewer

Pricing Details

Jira Service Management (Jira Service Desk)

General

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

Starting Price

$0 per month

Jira Service Management (Jira Service Desk) Editions & Modules

Edition
Free$01
Standard$202
Premium$402
EnterpriseContact sales team
  1. per month
  2. per agent/per month
  3. none
Additional Pricing Details

TOPdesk

General

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

Starting Price

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.

Likelihood to Renew

Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk) 10.0
Based on 1 answer
No answer on this topic is available.

TOPdesk

TOPdesk 9.2
Based on 48 answers
We have a multi-year contract and plan on keeping the database growing with our inventory. Techs are getting used to it and seem to like the ease of use and reliability of the cloud system. We have never seen it go down before and maintenance windows have been short and easy to work around.
John Glenn | TrustRadius Reviewer

Usability

Jira Service Management (Jira Service Desk)

Jira Service Management (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.
Mhatet Ramos | TrustRadius Reviewer

TOPdesk

TOPdesk 8.6
Based on 21 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.
Rianne Willems | TrustRadius Reviewer

Reliability and Availability

Jira Service Management (Jira Service Desk)

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 9.2
Based on 7 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.
Mark Coutinho | TrustRadius Reviewer

Performance

Jira Service Management (Jira Service Desk)

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 8.3
Based on 7 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!
Mark Coutinho | TrustRadius Reviewer

Support Rating

Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk) 8.7
Based on 48 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.
Anonymous | TrustRadius Reviewer

TOPdesk

TOPdesk 8.5
Based on 218 answers
Support can be hit or miss. Sometimes response times are great and sometimes we have to continue to follow up to get answers. It appears that if the issue is hard or time consuming we get less assistance than if it is a quick fix.
Anonymous | TrustRadius Reviewer

In-Person Training

Jira Service Management (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
Wil Kuijpers | TrustRadius Reviewer

Online Training

Jira Service Management (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
Bart Wessels | TrustRadius Reviewer

Implementation Rating

Jira Service Management (Jira Service Desk)

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 8.4
Based on 14 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 Management (Jira Service Desk)

Zendesk is a similar ticketing system that our organization used before JIRA Service Desk. The main drawback of Zendesk was that it can only be used as a cloud service. This means that our company data would be living on the internet at the hands of their security team. Another drawback of this is the price is significantly more expensive rather than hosting it yourself. Zendesk does have some additional features such as commenting on multiple tickets at once that JSD does lack. However, switching to JSD was significantly more cost effective because we have the ability and the infrastructure to host our own ticketing system, something that Zendesk could not provide. Ultimatley switching to JSD saved us money and allows the ability for integration with all of the other Atlassian Suite products that we use on a day to day basis.
Gary Smolyak | TrustRadius Reviewer

TOPdesk

TOPdesk was picked as our new Helpdesk solution due to the Asset Management module and the ability to integrate to Active Directory. When we work with the product demo we enjoyed the way TOPdesk does its work flow. Just about any field in the system is customizable. I have found their knowledge base of the product to be well written and up-to-date.
Joel Townsend | TrustRadius Reviewer

Scalability

Jira Service Management (Jira Service Desk)

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 8.1
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.
Anonymous | TrustRadius Reviewer

Return on Investment

Jira Service Management (Jira Service Desk)

  • It is definitely cheaper than Salesforce
  • It allows the IT service desk to be more organized and respond more quickly to tickets, which can save time for both agent and requester.
  • Some things are "not quite there" developmentally, so this means that internal IT will need to spend more time developing and testing the product.
Anonymous | TrustRadius Reviewer

TOPdesk

  • The self-service portal has allowed us to shift left massively. Students can find the solutions themselves very often.
  • It has allowed easier collaborative working between teams.
  • We are more efficient as we do not have to ask the student to repeat their question and we can record everything necessary in the incident. This provides an improved student experience as well as improved staff efficiency.
Rachel Wright | TrustRadius Reviewer

Screenshots

Add comparison