What users are saying about
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Top Rated
1938 Ratings
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Top Rated
267 Ratings

Jira Software

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Top Rated
1938 Ratings
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Score 8.2 out of 100

TOPdesk

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Top Rated
267 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

Jira Software

Jira [Software] is the best choice for software development projects and any type of creative project with people working on site or from remote locations. Jira is ideal for agile processes.
Obviously, you can plan and manage a software development project using a Jira Software Kanban board or you can use Scrum workflow if projects are complex, but you can also manage your CRM process with Jira Software using a Kanban board. In other words, Jira Software is ideal for software companies, creative companies and of course for organizations with a Software Department.
However, Jira is not an automation tool, you can manage projects and daily work with Jira Software, but you should not try to automate processes with Jira boards, for that type of requirement there are other technologies.
Dustin Ghia | TrustRadius Reviewer

TOPdesk

If you work with the standard ITIL processes, TOPdesk meets everything.
If you want to configure and organize everything yourself, TOPdesk does not meet your wishes.
Easy to link to third party applications.
Linking TOPdesk environment of customers and / or suppliers (Collaboration Center).
See also my use case how we use TOPdesk.
Timo Snijders | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Jira Software
TOPdesk
8.0
Organize and prioritize service tickets
Jira Software
TOPdesk
8.6
Expert directory
Jira Software
TOPdesk
7.0
Service restoration
Jira Software
TOPdesk
7.9
Self-service tools
Jira Software
TOPdesk
8.6
Subscription-based notifications
Jira Software
TOPdesk
8.0
ITSM collaboration and documentation
Jira Software
TOPdesk
8.3
ITSM reports and dashboards
Jira Software
TOPdesk
7.3

ITSM asset management

Jira Software
TOPdesk
7.7
Configuration mangement
Jira Software
TOPdesk
7.6
Asset management dashboard
Jira Software
TOPdesk
7.0
Policy and contract enforcement
Jira Software
TOPdesk
8.4

Change management

Jira Software
TOPdesk
7.2
Change requests repository
Jira Software
TOPdesk
7.5
Change calendar
Jira Software
TOPdesk
6.9
Service-level management
Jira Software
TOPdesk
7.3

Pros

Jira Software

  • Jira is particularly good at holding all our goals and tasks, all of them being well described within the software and
  • Jira has integration with a lot of 3rd party tools
  • Navigation between boards and backlogs is seamless, all of them being linked to each other
Alexander Delivlaev | TrustRadius Reviewer

TOPdesk

  • They are making good progress in developing API's for communication with other apps which is becoming more and more important. Also the development of a collaboration platform for easy connecting to other/customer (TOPdesk) systems is a positive move.
  • In our company we will build a extensive API configuration to communicate with MS Dynamics and we already have several connections with customers that gives a better user experience.
  • The events and actions module gives extra power to the system to overcome some limitations or automate manual actions.
  • We use this option for a lot of different activities. One is for a notification when a certificate or application license is almost expired but there are a lot more applications for this function.
  • Technical support department performs nicely and in a professional way.
Rob Slinger | TrustRadius Reviewer

Cons

Jira Software

  • Does not integrate with CM tool, such as SVN, which would be useful for managing software releases.
  • Search features are difficult to use and to import results for reporting. There is some learning curve on these features since it is using programming language.
  • The Kanban board on Jira [has bugs] and often produces error alerts, even though changing a status still works.
  • For certain projects in the software , it is less intuitive to close an item. For instance, sometimes you have to move the item back to TO DO status in order to close it out.
Anonymous | TrustRadius Reviewer

TOPdesk

  • Modeling more complicated workflows is difficult and could need the support of a consultant
  • Graphical output of Topdesk is very limited. Users mainly will rely on Excel as reporting tool, except for some basic graphs that are provided in your dashboard by Topdesk itself.
Bernd Fredriks | TrustRadius Reviewer

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 8.1
Based on 34 answers
We only recently converted to the SAAS version of TOPdesk, for the simple reason that this version is more expensive than the old on-premise version that we had been using in the year before.The advantages of this SAAS version are clear though: no problems anymore with updates or servers that fail. I am convinced that we will stick with TOPdesk in years to come.
Mark Coutinho | 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 8.6
Based on 22 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 9.0
Based on 6 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 8.1
Based on 6 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 43 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 8.9
Based on 132 answers
TOPdesk support is TOPnotch. The support engineers and setup people we encountered during our setup phase were knowledgeable and experienced with the design and setup of the optimum TOPdesk based on our requests, and were able to help us avoid snags that we would have otherwise encountered based on our unique setup. Requests since the initial setup period have been met with quick, easy to follow instructions to resolve the issues.
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 7.6
Based on 12 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 [Sofware] being the market leader, it is a lot easier to sell internally when it comes to the core product (backlog management). The additional scenarios that are supported, such as service ticketing and knowledge base management, can also be added whenever you feel ready with little change management and disruption. However the performance was a bit disappointing when compared to direct competitors, with Jira [Software] taking its time to load heavy kanban boards.
Anonymous | TrustRadius Reviewer

TOPdesk

Speaking only to our specific implementation of Heat, which admittedly we did not put much effort into improving over time, we have noticed far better usability in every respect from hands-on ticket remediation all the way through to back-end system maintenance. Implementation was a significant exercise which required a great deal of planning and evaluation of our existing processes, but in spite of this “pain”, it was necessary to move from where we were to start down the path toward where we wanted to be.
Anonymous | TrustRadius Reviewer

Scalability

Jira Software

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 7.8
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 Software

  • Jira Software is low cost for few users, so it was cost-effective for a small team.
  • As we looked to expand our use of Jira, the costs rose dramatically.
  • We decided to drop Jira Software because it ultimately didn't meet our organization's needs beyond a small group of users.
Anonymous | TrustRadius Reviewer

TOPdesk

  • We have been able to provide a more streamlined experience for staff and students when raising issues
  • We have been able to replace 3 previous separate systems with TOPdesk and are looking to replace a 4th in the near future by using some of the TOPdesk features
  • We have had to use quite a bit of staff time to configure and support TOPdesk which was not expected. Ideally it requires someone with dedicated time to administer which we did not take into account when implementing
Ian Short | TrustRadius Reviewer

Pricing Details

Jira Software

General

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

Jira Software Editions & Modules

Edition
FreeFree
Standard7.002
Premium14.002
EnterpriseContact Sales
  1. Per User Per Month
Additional Pricing Details

TOPdesk

General

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

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.

Rating Summary

Likelihood to Recommend

Jira Software
8.7
TOPdesk
8.4

Likelihood to Renew

Jira Software
9.0
TOPdesk
8.1

Usability

Jira Software
8.0
TOPdesk
8.6

Reliability and Availability

Jira Software
5.3
TOPdesk
9.0

Performance

Jira Software
8.0
TOPdesk
8.1

Support Rating

Jira Software
8.7
TOPdesk
8.9

In-Person Training

Jira Software
TOPdesk
7.3

Online Training

Jira Software
8.0
TOPdesk
6.4

Implementation Rating

Jira Software
9.0
TOPdesk
7.6

Scalability

Jira Software
TOPdesk
7.8

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