Jira Software vs TOPdesk

What users are saying about

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Score 8.3 out of 10

Based on 2508 reviews and ratings

Score 8.5 out of 10

Based on 290 reviews and ratings

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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

Jira Software

86%

178 Ratings

8.6

TOPdesk

86%

140 Ratings

Jira Software

90%

35 Ratings

9.2

TOPdesk

92%

50 Ratings

Jira Software

80%

26 Ratings

8.9

TOPdesk

89%

24 Ratings

Jira Software

53%

6 Ratings

8.9

TOPdesk

89%

9 Ratings

Jira Software

80%

2 Ratings

8.2

TOPdesk

82%

9 Ratings

Jira Software

87%

41 Ratings

8.5

TOPdesk

85%

218 Ratings

Jira Software

N/A

0 Ratings

7.3

TOPdesk

73%

1 Rating

Jira Software

80%

1 Rating

6.4

TOPdesk

64%

1 Rating

Jira Software

90%

2 Ratings

7.2

TOPdesk

72%

17 Ratings

Jira Software

N/A

0 Ratings

8.5

TOPdesk

85%

8 Ratings

Pros

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.

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Dustin Ghia

Lead Consultant - Solutions Architect - Software Engineer

Ghia & Associates Engineering and Consulting GroupComputer Software, 1-10 employees

View all 178 answers on this topic

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.

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Dustin Fawver

Sr. Help Desk Technician

East Tennessee State UniversityHigher Education, 1001-5000 employees

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Cons

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.

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Jennifer Bland

Full Stack Developer

Community Impact NewspaperNewspapers, 201-500 employees

View all 178 answers on this topic

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.

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Verified User

Engineer in Information Technology

Education Management Company, 201-500 employees

View all 140 answers on this topic

Pricing Details

General

Free Trial

Yes

Free/Freemium Version

Yes

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

$10 per month

Jira Software Editions & Modules

Edition

Free	Free
Standard	7.00²
Premium	14.00²
Enterprise	Contact Sales

none
Per User Per Month
none

Additional Pricing Details

—

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 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.

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Verified User

Consultant in Engineering

Real Estate Company, 1-10 employees

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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.

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John Glenn

Network Operations Manager

Presbyterian Church (U.S.A.)Religious Institutions, 501-1000 employees

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Usability

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.

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Elissa Bernstein

Product Content Strategist

AdjustComputer Software, 201-500 employees

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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.

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Rianne Willems

Applicatie beheerder

FPC de Rooyse WisselHospital & Health Care, 501-1000 employees

View all 24 answers on this topic

Reliability and Availability

Jira Software 5.3

Based on 6 answers

No answer on this topic is available.

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.

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Mark Coutinho

Network System Administrator

AidsfondsNon-profit Organization Management, 51-200 employees

View all 9 answers on this topic

Performance

Jira Software 8.0

Based on 2 answers

No answer on this topic is available.

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!

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Mark Coutinho

Network System Administrator

AidsfondsNon-profit Organization Management, 51-200 employees

View all 9 answers on this topic

Support Rating

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.

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Verified User

Project Manager in Professional Services

Computer Software Company, 1001-5000 employees

View all 41 answers on this topic

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.

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Verified User

Manager in Finance and Accounting

Education Management Company, 501-1000 employees

View all 218 answers on this topic

In-Person Training

No score

No answers yet

No answers on this topic

TOPdesk 7.3

Based on 1 answer

The training was short but effective. 1 day to train key users

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Wil Kuijpers

Informationmanagement in public health

Stichting Informatie Voorziening ZorgHospital & Health Care, 1-10 employees

View all 1 answers on this topic

Online Training

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.

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Verified User

Employee in Corporate

Telecommunications Company, 1001-5000 employees

View all 1 answers on this topic

TOPdesk 6.4

Based on 1 answer

Simple training, Just to know the basics

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Bart Wessels

System Engineer

Egency B.V.Information Technology and Services, 11-50 employees

View all 1 answers on this topic

Implementation Rating

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.

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Bo Acimovic

Director E-Commerce

Clover Technologies GroupRenewables & Environment, 10,001+ employees

View all 2 answers on this topic

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.

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Karl Schuele

Senior Manager IT Infrastructure

NGK Spark Plug Europe GmbHAutomotive, 201-500 employees

View all 17 answers on this topic

Alternatives Considered

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.

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Verified User

Director in Other

Marketing & Advertising Company, 51-200 employees

View all 178 answers on this topic

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.

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Joel Townsend

Helpdesk Administrator

PCUSANon-profit Organization Management, 201-500 employees

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Scalability

No score

No answers yet

No answers on this topic

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.

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Verified User

Project Manager in Information Technology

Farming Company, 201-500 employees

View all 8 answers on this topic

Return on Investment

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

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Alexander Delivlaev

Quality Assurance with Test Automation

OmegaCodersInformation Technology & Services, 51-200 employees

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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.

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Rachel Wright

Student Service Desk Manager

Anglia Ruskin UniversityHigher Education, 1001-5000 employees

View all 140 answers on this topic

Jira Software

TOPdesk

Jira Software

TOPdesk

Organize and prioritize service tickets

Expert directory

Service restoration

Self-service tools

Subscription-based notifications

ITSM collaboration and documentation

ITSM reports and dashboards

Jira Software

TOPdesk

Configuration mangement

Asset management dashboard

Policy and contract enforcement

Jira Software

TOPdesk

Change requests repository

Change calendar

Service-level management

Jira Software

TOPdesk

Jira Software

TOPdesk

Jira Software

TOPdesk

Jira Software

TOPdesk

Jira Software

TOPdesk

Jira Software

TOPdesk

Jira Software

TOPdesk

Jira Software

TOPdesk

Jira Software

TOPdesk

Jira Software

TOPdesk

Likelihood to Recommend

Jira Software

TOPdesk

Pros

Jira Software

TOPdesk

Cons

Jira Software

TOPdesk

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Starting Price

Jira Software Editions & Modules

Edition

Additional Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Starting Price

TOPdesk Editions & Modules

Additional Pricing Details

Likelihood to Renew

Jira Software

TOPdesk

Usability

Jira Software

TOPdesk

Reliability and Availability

Jira Software

TOPdesk

Performance

Jira Software

TOPdesk