What users are saying about
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Top Rated
2508 Ratings
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Top Rated
290 Ratings

Jira Software

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Top Rated
2508 Ratings
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Score 8.3 out of 100

TOPdesk

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Top Rated
290 Ratings
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Score 8.5 out of 100

Feature Set Ratings

    Incident and problem management

    Jira Software

    Feature Set Not Supported
    N/A
    8.1

    TOPdesk

    81%
    TOPdesk ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.8
    88%
    140 Ratings

    Expert directory

    N/A
    0 Ratings
    8.1
    81%
    89 Ratings

    Service restoration

    N/A
    0 Ratings
    8.3
    83%
    90 Ratings

    Self-service tools

    N/A
    0 Ratings
    8.1
    81%
    129 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.5
    75%
    98 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.0
    80%
    107 Ratings

    ITSM reports and dashboards

    N/A
    0 Ratings
    7.8
    78%
    114 Ratings

    ITSM asset management

    Jira Software

    Feature Set Not Supported
    N/A
    8.3

    TOPdesk

    83%
    TOPdesk ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    8.7
    87%
    109 Ratings

    Asset management dashboard

    N/A
    0 Ratings
    8.1
    81%
    96 Ratings

    Policy and contract enforcement

    N/A
    0 Ratings
    8.1
    81%
    78 Ratings

    Change management

    Jira Software

    Feature Set Not Supported
    N/A
    8.0

    TOPdesk

    80%
    TOPdesk ranks higher in 3/3 features

    Change requests repository

    N/A
    0 Ratings
    8.0
    80%
    108 Ratings

    Change calendar

    N/A
    0 Ratings
    7.6
    76%
    88 Ratings

    Service-level management

    N/A
    0 Ratings
    8.4
    84%
    90 Ratings

    Attribute Ratings

    • Jira Software is rated higher in 3 areas: Support Rating, Online Training, Implementation Rating
    • TOPdesk is rated higher in 4 areas: Likelihood to Renew, Usability, Availability, Performance
    • Jira Software and TOPdesk are tied in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    8.6

    Jira Software

    86%
    178 Ratings
    8.6

    TOPdesk

    86%
    140 Ratings

    Likelihood to Renew

    9.0

    Jira Software

    90%
    35 Ratings
    9.2

    TOPdesk

    92%
    50 Ratings

    Usability

    8.0

    Jira Software

    80%
    26 Ratings
    8.9

    TOPdesk

    89%
    24 Ratings

    Availability

    5.3

    Jira Software

    53%
    6 Ratings
    8.9

    TOPdesk

    89%
    9 Ratings

    Performance

    8.0

    Jira Software

    80%
    2 Ratings
    8.2

    TOPdesk

    82%
    9 Ratings

    Support Rating

    8.7

    Jira Software

    87%
    41 Ratings
    8.5

    TOPdesk

    85%
    218 Ratings

    In-Person Training

    Jira Software

    N/A
    0 Ratings
    7.3

    TOPdesk

    73%
    1 Rating

    Online Training

    8.0

    Jira Software

    80%
    1 Rating
    6.4

    TOPdesk

    64%
    1 Rating

    Implementation Rating

    9.0

    Jira Software

    90%
    2 Ratings
    7.2

    TOPdesk

    72%
    17 Ratings

    Product Scalability

    Jira Software

    N/A
    0 Ratings
    8.5

    TOPdesk

    85%
    8 Ratings

    Likelihood to Recommend

    Jira Software

    The Jira software works well for managing scrum boards and allocating resources to a task. When your Epics and Issues are set up properly, it can give you a good idea of where your team stands and the trajectory of your project. It is not the ideal solution if you need to provide documentation and support to people outside of your product teams or organization. It would benefit from having a public documentation or repository feature.
    Anonymous | 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 Software

    • Agile software development management and micromanagement with Scrum and Kanban.
    • Agile planning and agile management with Kanban boards and custom boards, for projects and daily work.
    • Agile and old-school bug tracking.
    • Helpful reports on work done, workload, time tracking, Scrum sprints, planned vs. executed, etc.
    • Super friendly setup on the cloud, with just one Gmail account (less than 2 minutes).
    • Powerful on-premise alternative for large companies.
    • You can mergen boards from different workflows!
    • Really free full edition for 10 users.
    Dustin Ghia | 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 Software

    • Management of the software is very difficult at times, although has improved.
    • Ability to manage resources is really non-existent, there are some plugins but they are ALL buggy (I've tested them all).
    • Better integration with Trello, would love to see this happen. Right now it's very clumsy.
    Jennifer Bland | 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 Software

    General

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

    Starting Price

    $10 per month

    Jira Software Editions & Modules

    Edition
    FreeFree
    Standard7.002
    Premium14.002
    EnterpriseContact Sales
    1. none
    2. Per User 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 Software

    Jira Software 9.0
    Based on 35 answers
    While there are no fundamental problems with JIRA, I'm unsure that I will be working myself very closely with users of Atlassian Confluence. The client base I am concerned with tend to be more integrated with Amazon, IBM BlueMix / Watson, open source LAMP/PHP (WordPress, MediaWiki) & those that rely on more proprietary CMS would tend to use Sharepoint not Confluence. JIRA seems to me to stand or fall with the rest of the Atlassian silo or suite, as it is not closely integrated with Sharepoint or mediawiki based reporting or knowledge management. Data interchange standards in this area are weak so Microsoft, open source LAMP projects using Phabricator, and Atlassian JIRA seem to be three distinct silos, with Amazon, Google & IBM offering their own tools for similar needs.
    Anonymous | TrustRadius Reviewer

    TOPdesk

    TOPdesk 9.2
    Based on 50 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 Software

    Jira Software 8.0
    Based on 26 answers
    JIRA Software is a pretty complex tool. We have a project manager for JIRA who onboarded us, created our board, and taught us the basics. I think it would have been pretty overwhelming to learn without her. JIRA offers so much functionality that I'm not aware of -- I constantly need to Google or ask others about existing features. Also, although they are all under the Atlassian umbrella, I find it difficult to switch between JIRA Software and Confluence.
    Elissa Bernstein | TrustRadius Reviewer

    TOPdesk

    TOPdesk 8.9
    Based on 24 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 Software

    Jira Software 5.3
    Based on 6 answers
    No answer on this topic is available.

    TOPdesk

    TOPdesk 8.9
    Based on 9 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 Software

    Jira Software 8.0
    Based on 2 answers
    No answer on this topic is available.

    TOPdesk

    TOPdesk 8.2
    Based on 9 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 Software

    Jira Software 8.7
    Based on 41 answers
    Our JIRA support is handled internally by members of our Product Support team. It is not supported by a 3rd party. Our internal support will always sent out notifications for downtime which is usually done on the weekend unless it is required to fix a bug/issue that is affecting the entire company. Downtime is typically 3-4 hours and then once the maintenance is complete, another broadcast email is sent out informing the user community that the system is now available for use.
    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 Software

    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 Software

    Jira Software 8.0
    Based on 1 answer
    One of their strong points i stheir documentation. Almost all of the basic set up needed within JIRA is available online through atlassian and its easy to find and very precise. The more critical issues need to be addressed as well and hence the rating of 8 instead of a 9.
    Anonymous | TrustRadius Reviewer

    TOPdesk

    TOPdesk 6.4
    Based on 1 answer
    Simple training, Just to know the basics
    Bart Wessels | TrustRadius Reviewer

    Implementation Rating

    Jira Software

    Jira Software 9.0
    Based on 2 answers
    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 | TrustRadius Reviewer

    TOPdesk

    TOPdesk 7.2
    Based on 17 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 Software

    Jira Software has more integrations and has more features than many of its competitors. While some of its competitors do have better UI/UX than Jira Software, they have improved this greatly over time. Atlassian also acquired Trello years ago, so that adds better user interfaces to the system. They do also offer a pretty in-depth library of how to customize the platform that others don't.
    Anonymous | 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 Software

    No score
    No answers yet
    No answers on this topic

    TOPdesk

    TOPdesk 8.5
    Based on 8 answers
    In connection with invoicing the various companies and departments, we have split these up within td. This is easy to get arranged.
    Anonymous | TrustRadius Reviewer

    Return on Investment

    Jira Software

    • Jira has positively made our company's daily activities much better organized
    • With Jira we can track progress and follow up on tasks
    • Jira has great reporting tools which aggregate various data and give us a good overview of our teams capacity
    Alexander Delivlaev | 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

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