What users are saying about

JIRA

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Top Rated
1320 Ratings

TOPdesk

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Top Rated
223 Ratings

JIRA

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Top Rated
1320 Ratings
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Score 8.1 out of 101

TOPdesk

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Top Rated
223 Ratings
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Score 7.9 out of 101

Add comparison

Likelihood to Recommend

JIRA

JIRA is a perfect fit for any organization where they have a large "in-flow" of projects, tasks, requests, etc. It helps to visualize who and where the majority of the projects are and how much time is being allotted or can be allotted to a particular task. It is particularly helpful in making sure that each team member is given an equal amount of work (if that is the goal) and seeing where each project stands.
Mitchell Brand profile photo

TOPdesk

Well suited for Incident Management!!!Less suited for: For Change Management (simples changes) we miss the functionality that a "Manager" can approve a change from within the Self Service Portal.
Adrie Bergwerff profile photo

Feature Rating Comparison

Incident and problem management

JIRA
TOPdesk
7.5
Organize and prioritize service tickets
JIRA
TOPdesk
8.2
Expert directory
JIRA
TOPdesk
6.8
Service restoration
JIRA
TOPdesk
7.4
Self-service tools
JIRA
TOPdesk
8.2
Subscription-based notifications
JIRA
TOPdesk
7.6
ITSM collaboration and documentation
JIRA
TOPdesk
7.6
ITSM reports and dashboards
JIRA
TOPdesk
6.8

ITSM asset management

JIRA
TOPdesk
7.2
Configuration mangement
JIRA
TOPdesk
7.0
Asset management dashboard
JIRA
TOPdesk
7.6
Policy and contract enforcement
JIRA
TOPdesk
6.9

Change management

JIRA
TOPdesk
7.3
Change requests repository
JIRA
TOPdesk
7.8
Change calendar
JIRA
TOPdesk
6.8
Service-level management
JIRA
TOPdesk
7.2

Pros

  • It is a well-known and recognized issue tracking tool.
  • It is extremely customizable, both in terms of customization of the tickets themselves as well as how one can apply workflows to manage your process.
  • Given its wide usage in the market, there are a number of 3rd party plugins/integrations available for JIRA; you can tie it to your repository and have an integrated view of development within the issue tracking tool (for example).
Jonathan Mendelson profile photo
  • 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 profile photo

Cons

  • The new version of JIRA is a bit slow and not responsive.
  • A lot of functionality added has lead to slowness in the tool
  • A click here and there leads to opening a small window for adding comments which can be irritating sometimes.
Rupesh More profile photo
  • Copy and paste functionality of pictures.
  • Approval by "managers" of simple changes. Currently, only Extensive Change has this functionality.
  • Rich text formatting in Change Management module.
  • Rating of Changes, currently only a rating of an incident can be used.
Adrie Bergwerff profile photo

Likelihood to Renew

JIRA5.2
Based on 33 answers
JIRA is quickly becoming an integral part of our workflow. It will take some time to train non IT personnel how to work in a ticket-based system, but it will be worth it in the long run. As our company expands, so does our need for structure and organization. On top of this, the Atlassian team is incredibly helpful and very friendly in person. I have been able to get questions answered face to face and they even followed up to make sure the solution they recommended worked.
Andrew Meyer profile photo
TOPdesk8.2
Based on 5 answers
Fully satisfied so far with the product and the support.
Karl Schuele profile photo

Usability

JIRA8.2
Based on 10 answers
I would give it a 10 but it doesn't read my mind yet
Tracy Walton profile photo
TOPdesk7.3
Based on 6 answers
Based on my short experience with TOPdesk, but long experience with Service-Now, I am very happy with the product.
Karl Schuele profile photo

Support

JIRA9.0
Based on 2 answers
I used to get immediate support from the Jira helpdesk; also most of my issues are already explained in the user manual which is really helpful.
Sourav Singla ,Safe Agilist, CSP,  ICP-ACC, CSM, CSPO, SSM, LSSG profile photo
TOPdesk8.6
Based on 87 answers
Perfect Project Management, Excellent Support in terms of Processes, Documentation and user training.
Karl Schuele profile photo

Implementation

JIRA9.0
Based on 1 answer
Take your time implementing Jira. Make sure you understand how you want to handle your projects and workflows. Investing more time in the implementation can pay off in a long run. It basically took us 5 days to define and implement correctly, but that meant smooth sailing later on.
Bo Acimovic profile photo
TOPdesk7.2
Based on 3 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 profile photo

Alternatives Considered

I have used other tools like Trello, FogBugz, Bugzilla, Backlog, etc.Overall JIRA comes across as a clear winner. Perhaps the only close competitor is Bugzilla since it is open source and has a lot of other features that have been built for it, even if by many different teams.Overall, JIRA is robust, configurable and scalable.
Amrinder Arora profile photo
Service-Now is too heavy and it takes quite some time to get it implemented. It is a tool where the maturity of the organization needs to be more developed. TOPdesk was the perfect package for our organization as it is easy to implement, cost-efficient and comes along with an excellent support by the TOPdesk staff.
Karl Schuele profile photo

Return on Investment

  • A lot of accountability.
  • Every developer can see their progress and how they did. No one needs to be told.
  • Excellent communication - don't email etc, just add a comment in JIRA.
Amrinder Arora profile photo
  • Eases the handling of J-SOX
  • Replacement of Excel Files
  • The higher efficiency of technicians
  • No user request get lost anymore
Karl Schuele profile photo

Pricing Details

JIRA

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

JIRA More Information

TOPdesk

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

TOPdesk More Information