ServiceDesk Plus is free help desk software from ManageEngine, a division of Zoho Corporation.
$10
Starting Price Per Month
TOPdesk
Score 8.7 out of 10
Mid-Size Companies (51-1,000 employees)
TOPdesk is the flagship highly-modular cloud-based or installed ITSM service desk and asset management solution from the Dutch company of the same name, for enterprise companies.
N/A
Pricing
ManageEngine ServiceDesk Plus
TOPdesk
Editions & Modules
Standard
$10.00
Starting Price Per Month
Professional
$21.00
Starting Price Per Month
Enterprise
$50.00
Starting Price Per Month
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Offerings
Pricing Offerings
ManageEngine ServiceDesk Plus
TOPdesk
Free Trial
Yes
Yes
Free/Freemium Version
Yes
No
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
Optional
Additional Details
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The TOPdesk license model:
- Modular: Organizations purchase only the modules needed
- Saas or On premise
- Supports unlimited number of assets.
- End users OR service agents based. For flexibility in the number of agents for e.g. extra busy times of the year, the end user license allows adding agents without any restrictions, no day passes needed.
There wasn't a real comparison. TOPDesk was already used. When the question arose to either continue with TOPDesk or use another product, the dicision was made after a brief glabnce at the competitor, as time was scarse and not sufficient to implement another tool. So this was …
ServiceDesk Plus is very easy to configure at the start, and then adjust the categories and rules as the implementation is refined. Its greatest strength is the ability to program without requiring a full time administrator. There is very little jargon involved. Reporting not so much. The canned reports are useful but do not always cover some of the basics. Fortunately, the user groups freely share report definitions so one could springboard from something close to your desired result.
I think TOPdesk is best fitted in small to medium businesses, if there is someone capable of programming the rule sets. Those can be hard to create properly or maintain over time. The knowledge base and Self Service Portal can provide users with some insights and help, even if the SysAdmin is unavailable at that time. I don't think it is suitable for larger companies, because I personally think it will get quite messy then.
Ticket logging for end users, so they can see the progress on their help requests
Asset management; it has an agent that can be installed on machines which can then feed back information on installed software, active times, logged on user etc
Project management; larger projects can be managed within ManageEngine ServiceDesk as well as end user help tickets, where progress/milestones etc can be recorded
Active Directory import of users, so that it automatically updates when users are created/deleted and links their accounts in ManageEngine ServiceDesk with their email address as well to enable email alerts
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.
When trying to select the top row ticket, you have to be careful not to select all tickets. Happened to us twice and we assigned all open tickets to one technician. Took a few minutes to correct.
Site is sometimes a bit sluggish to respond. Don't know if that is an issue with our network infrastructure or the program itself, though.
When users send emails to the help desk, we sometimes experience delays until the tickets appear on the site for the technicians.
The requirement to fill out certain fields before a ticket can be closed can be cumbersome. This could be a requirement for some organizations though.
The field mappings from Azure AD to user data could be a little more precise. Some of the fields just don't translate.
When setting up the system to intake emails as trouble tickets, it can be tricky when people reply after a ticket is closed. It will create multiple tickets from this.
we are looking at other tools like Zendesk which may replace ServiceDesk. We are currently evaluating both tools to see which one would serve our needs better
As the project manager for the system, I find it to be intuitive and helpful to keeping our technicians in the field and working rather than running back all the time for paper copies of work orders. I think once we have a solid year under our belt there are things that we can work to expand on. The technicians like it because they can look back at old work orders to see what we did in certain locations to make repairs. All the notes are contained on the system rather than relying on someone else to put them in and dig them back out. The system benefits the technicians when they use it to their advantage. We are also finding reduced calls to the office asking about work order statuses. The customers are getting real-time updates on their requests.
It is still very cumbersome, lots of data entry on the back end to build how we want it but it is still not completely user friendly. Many functions still dont work and contacting someone for help isnt always easy or we get told solutions for issues we have just arent built yet.
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.
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.
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!
Our network administrator usually gets a good response when contacting ManageEngine ServiceDesk Plus customer service. They are quick to respond and so far have been able to eliminate most of our issues. We have been through several upgrades of the software over the years and have no issues to report in regards to customer service.
TOPdesk is easy to use and affordable with all the major features required for any organization to smoothly manage its services. We were not quite sure at the beginning if we should go with the TOPdesk for IT service management but we started getting used to it in just a few months. Now, after using it for 3 years, it has been a backbone tool of our organization. The customer support provided by TOPdesk is fast and reliable.
We had Topdesk in-house here training staff for almost a month (2-3 hour meetings 3x a week.) It was invaluable and we were able to take that training and share with the rest of our IT staff. Once implemented we were able to fly from there. The challenges we found were in how to get started. Once started the knowledge base offered from Topdesk has been invaluable.
Online training documentation is easy to access and consume. There is no real challenges with finding information on how to use the product and some really helpful knowledge base items that show us how valuable these options are in our own implementation of it. The online training we've used has been self driven
It was a challenge to port over years of the same thing and we ended up keeping old ideas in Topdesk that we will eventually weed out as time passes and we learn how users view categories and flows of tickets. Planning is key but bear in mind that just because you used to do it this way doesn't mean you still have to
Compared to Cherwell, SDP is much much faster, and easier to deploy, set up, and use. But it does not have automation, and has limited customization. Since it is smaller and easier, it does not require any development effort. On the other hand, it is far more expensive, considering its lower capabilities, and its licensing model is not concurrently based (each technician uses up a license, even if the technician is not actively logged in and using the tool).
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.
TOPdesk is very flexible and scalable. Every department in you organization can you the software. Perhaps some persons need some training, but that can be provided by TOPdesk ot some keyusers.
ServiceDesk Plus has helped our organization see what issues we face on a more global picture and we are able to take the time and resources to correct them in a timely manner.
The only negative part about ServiceDesk Plus is it can become costly when you see and use all the features it has to offer.
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.
