What users are saying about
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Top Rated
2508 Ratings
Jira Software
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Top Rated
2508 Ratings
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Based on 2508 reviews and ratings
TOPdesk
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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 8.5 out of 100
Based on 290 reviews and ratings
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
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
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
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.

Verified User
Employee in Marketing
Marketing & Advertising Company, 10,001+ employeesTOPdesk
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.
CEO
Curl LabsComputer Software, 51-200 employees
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.
Lead Consultant - Solutions Architect - Software Engineer
Ghia & Associates Engineering and Consulting GroupComputer Software, 1-10 employees
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.
Sr. Help Desk Technician
East Tennessee State UniversityHigher Education, 1001-5000 employees
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.
Full Stack Developer
Community Impact NewspaperNewspapers, 201-500 employees
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.

Verified User
Engineer in Information Technology
Education Management Company, 201-500 employeesPricing 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
Free | Free |
---|---|
Standard | 7.002 |
Premium | 14.002 |
Enterprise | Contact Sales |
- none
- Per User Per Month
- 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.

Verified User
Consultant in Engineering
Real Estate Company, 1-10 employeesTOPdesk
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.
Network Operations Manager
Presbyterian Church (U.S.A.)Religious Institutions, 501-1000 employees
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.
Product Content Strategist
AdjustComputer Software, 201-500 employees
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.
Applicatie beheerder
FPC de Rooyse WisselHospital & Health Care, 501-1000 employees
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.
Network System Administrator
AidsfondsNon-profit Organization Management, 51-200 employees
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!
Network System Administrator
AidsfondsNon-profit Organization Management, 51-200 employees
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.

Verified User
Project Manager in Professional Services
Computer Software Company, 1001-5000 employeesTOPdesk
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.

Verified User
Manager in Finance and Accounting
Education Management Company, 501-1000 employeesIn-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
Informationmanagement in public health
Stichting Informatie Voorziening ZorgHospital & Health Care, 1-10 employees
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.

Verified User
Employee in Corporate
Telecommunications Company, 1001-5000 employeesTOPdesk
TOPdesk 6.4
Based on 1 answer
Simple training, Just to know the basics
System Engineer
Egency B.V.Information Technology and Services, 11-50 employees
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.
Director E-Commerce
Clover Technologies GroupRenewables & Environment, 10,001+ employees
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.
Senior Manager IT Infrastructure
NGK Spark Plug Europe GmbHAutomotive, 201-500 employees
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.

Verified User
Director in Other
Marketing & Advertising Company, 51-200 employeesTOPdesk
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.
Helpdesk Administrator
PCUSANon-profit Organization Management, 201-500 employees
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.

Verified User
Project Manager in Information Technology
Farming Company, 201-500 employeesReturn 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
Quality Assurance with Test Automation
OmegaCodersInformation Technology & Services, 51-200 employees
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.
Student Service Desk Manager
Anglia Ruskin UniversityHigher Education, 1001-5000 employees