What users are saying about
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Top Rated
236 Ratings
60 Ratings
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Score 7.7 out of 100

TOPdesk

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Top Rated
236 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

ManageEngine ServiceDesk Plus

We use the free version, it allows up to 10 technicians to be added to the system, but that has never been an issue, as we are a small team. The functionality and usability of MESDP are great and can work with larger teams too. It is well suited to be used as a main Ticketing system, and this is not limited to IT only, I am sure other teams that need to keep track and log issues will be able to utilize MESDP without any issues. There is a self-service portal as an option, however, we do not use it as of yet, as there has not been the need for it.If you would need to use the same instance within multiple departments, this may be a bit tricky to achieve, as there is no easy way to limit visibility to tickets from other departments, however, I am sure there is a way around it.
Anonymous | TrustRadius Reviewer

TOPdesk

TOPdesk is well suited to any information technology department or organization that operates on a ticket based system. The tracking and management of workloads is excellent, and in fact, the system is appropriate for any organization that track work based on tickets.
Any appointment based system can be modeled inside TOPdesk using the appointment planning board, allowing managers to see the planned appointments of employees.
Jason Barker | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

ManageEngine ServiceDesk Plus
8.1
TOPdesk
7.9
Organize and prioritize service tickets
ManageEngine ServiceDesk Plus
8.5
TOPdesk
8.4
Expert directory
ManageEngine ServiceDesk Plus
7.6
TOPdesk
7.2
Service restoration
ManageEngine ServiceDesk Plus
8.4
TOPdesk
7.7
Self-service tools
ManageEngine ServiceDesk Plus
8.4
TOPdesk
8.8
Subscription-based notifications
ManageEngine ServiceDesk Plus
8.4
TOPdesk
8.0
ITSM collaboration and documentation
ManageEngine ServiceDesk Plus
7.8
TOPdesk
7.8
ITSM reports and dashboards
ManageEngine ServiceDesk Plus
7.7
TOPdesk
7.2

ITSM asset management

ManageEngine ServiceDesk Plus
7.8
TOPdesk
7.4
Configuration mangement
ManageEngine ServiceDesk Plus
8.2
TOPdesk
7.1
Asset management dashboard
ManageEngine ServiceDesk Plus
7.4
TOPdesk
7.7
Policy and contract enforcement
ManageEngine ServiceDesk Plus
7.6
TOPdesk
7.4

Change management

ManageEngine ServiceDesk Plus
8.5
TOPdesk
7.6
Change requests repository
ManageEngine ServiceDesk Plus
8.5
TOPdesk
7.8
Change calendar
ManageEngine ServiceDesk Plus
8.1
TOPdesk
6.9
Service-level management
ManageEngine ServiceDesk Plus
8.8
TOPdesk
8.2

Pros

ManageEngine ServiceDesk Plus

  • It is very easy to create business rules that automatically route email tickets to the correct department and apply templates to correctly categorize the incident.
  • The technician auto-assign function allows email tickets to be fairly apportioned using a round robin technique. We do not cuurently use the load balancing technique which is also available.
  • It is very easy to bulk edit requests to correct miscatergorization by Analysts. (i.e. Incidents vs. Service Requests)
  • Coordinating communications and notifying ticket holders when a network or application event is resolved is very simple.
Norman Chambers | TrustRadius Reviewer

TOPdesk

  • Support by TOPdesk is excellent. Until now, we didn't have any issues when support was requested.
  • The latest version supports ADFS/SAML authentication. In the former version, this was an add-on you should buy.
  • Continues development of the product bearing in mind the user's input.
Adrie Bergwerff | TrustRadius Reviewer

Cons

ManageEngine ServiceDesk Plus

  • ServiceDesk Plus is a small tool, and it works well for small to medium-sized business needs. It is Windows, and doesn't scale particularly well.
  • No automation: ServiceDesk Plus is very good at what it does out of the box, but if you want any customization or automation, then look somewhere else.
  • Limited customization: you can't create dashboards, and there's limited ability to change ticket layouts.
  • No multi-tenant capability: as we grow, we keep adding new instances of ServiceDesk Plus until we had 12 different instances. At this point, it is no longer feasible from a financial and administration point of view, so we migrated to a different ITSM platform that is designed with multi-tenant capability.
Anonymous | TrustRadius Reviewer

TOPdesk

  • The tools for configuring events and actions need improving, especially the tool for events which, whilst very powerful, is cumbersome to use when configuring event criteria
  • The built-in form designer within TOPdesk is adequate but could do with better features to allow for more dynamic forms. It would also benefit from being able to post data to custom fields rather than just into the Action box. There is quite a step up between the built-in form designer and the custom XFG form engine which is the only other solution which TOPdesk provide
  • Asset management could do with some improvements as it can be a little inflexible when needing to customize the data being held as well as build processes around it
Ian Short | TrustRadius Reviewer

Likelihood to Renew

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 6.0
Based on 1 answer
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
Anonymous | TrustRadius Reviewer

TOPdesk

TOPdesk 8.1
Based on 27 answers
TOPdesk is an integral and vital element of our IT support strategy. It provides excellent functionality and value for money. It is in use across multiple locations around the world, and we are actively looking for new ways to utilize it further.
Jim Scott | TrustRadius Reviewer

Usability

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 6.2
Based on 2 answers
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.
Kayla Streeter | TrustRadius Reviewer

TOPdesk

TOPdesk 6.9
Based on 8 answers
I haven't used other ticketing systems so I can't compare it to another else. There are some good and bad features but that would be the same with all ticket systems.
Randy MacFarland | TrustRadius Reviewer

Support Rating

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 10.0
Based on 2 answers
I have a few issues with MESDP and even though we use the free version, the support staff was very quick to respond and extremely competent and helpful. Luckily, I have only had to use them a couple of times over the 2.5 years I have been using their product, but they strike me as very competent, friendly and helpful, regardless of the version of their product you use.
Anonymous | TrustRadius Reviewer

TOPdesk

TOPdesk 9.0
Based on 97 answers
Pre-sales support was decent, but the onboarding was not so helpful. This was due mainly to the fact that it was delivered in the form of a series of information-heavy tutorials that were too overwhelming too early on. I also found the online documentation somewhat lacking, as it was often written for a different version of TOPdesk than the one I was using.The support site is pretty good, and makes it very easy to report and get updates on problems (they utilize their own engine to drive the site). The one drawback I ran into was tickets being closed with the assumption that the recommended resolution was one I was familiar with, requiring no in-depth explanations or background info. This meant re-opening many tickets in order to get clarification on an answer, or to ask a follow-up question.
Bob Gruett | TrustRadius Reviewer

Implementation Rating

ManageEngine ServiceDesk Plus

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 6.2
Based on 5 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

ManageEngine ServiceDesk Plus

ServiceDesk plus was selected because it had more value over the money spent considering the other options, this software does many things and everything it does it excels. It is snappier, more intuitive and easier to configure once you have a general idea of what you want to achieve. Other than that is also well suited for any range of companies that want to integrate ITSM into their IT process.
Miguel Nuñez | TrustRadius Reviewer

TOPdesk

I entered after the decision was made to implement TOPdesk and do not know if and which other products were considered. To my opinion, there are more products like TOPdesk to be taken into consideration when looking for an incident management / facility management etc. Some have more focus on the facility part, others on incident management (or only have incident management features). One should look well into the current and possible future needs of the organization, and the look and feel of the application, plus the capacity of providing good internal administration, in order to make the right decision. Choosing TOPdesk is not a bad decision in most cases!
Marije Snuverink | TrustRadius Reviewer

Return on Investment

ManageEngine ServiceDesk Plus

  • 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.
Anonymous | TrustRadius Reviewer

TOPdesk

  • The quickest gain that we realized was reduced cost from our previous solution in terms of service contracts and on-premise infrastructure costs.
  • Additional gains are also found in standard solution management and service disruption notification. We now have a company dashboard that can inform employees about any large or small service issues.
  • Improved reporting has also allowed the department to focus resources where there are greater needs and monitor costs of service.
Jeff Walters | TrustRadius Reviewer

Pricing Details

ManageEngine ServiceDesk Plus

General

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

TOPdesk

General

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

Rating Summary

Likelihood to Recommend

ManageEngine ServiceDesk Plus
7.6
TOPdesk
8.2

Likelihood to Renew

ManageEngine ServiceDesk Plus
6.0
TOPdesk
8.1

Usability

ManageEngine ServiceDesk Plus
6.2
TOPdesk
6.9

Reliability and Availability

ManageEngine ServiceDesk Plus
TOPdesk
7.3

Performance

ManageEngine ServiceDesk Plus
TOPdesk
7.3

Support Rating

ManageEngine ServiceDesk Plus
10.0
TOPdesk
9.0

Implementation Rating

ManageEngine ServiceDesk Plus
TOPdesk
6.2

Scalability

ManageEngine ServiceDesk Plus
TOPdesk
7.3

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