What users are saying about
1 Rating
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 9 out of 100
Based on 1 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
- Serviceware Processes (helpLine) ranks higher in 2 feature sets: Incident and problem management, Change management
- Serviceware Processes (helpLine) and TOPdesk are tied in 1 feature set: ITSM asset management
Incident and problem management

8.9
Serviceware Processes (helpLine)
89%

8.1
TOPdesk
81%
Serviceware Processes (helpLine) ranks higher in 6/7 features
Serviceware Processes (helpLine) ranks higher in 6/7 features
Organize and prioritize service tickets

10.0
100%
1 Rating

8.8
88%
140 Ratings
Expert directory

9.0
90%
1 Rating

8.2
82%
89 Ratings
Service restoration

6.0
60%
1 Rating

8.4
84%
90 Ratings
Self-service tools

9.0
90%
1 Rating

8.1
81%
129 Ratings
Subscription-based notifications

9.0
90%
1 Rating

7.5
75%
98 Ratings
ITSM collaboration and documentation

10.0
100%
1 Rating

8.0
80%
107 Ratings
ITSM reports and dashboards

9.0
90%
1 Rating

7.9
79%
114 Ratings
ITSM asset management

8.3
Serviceware Processes (helpLine)
83%

8.3
TOPdesk
83%
Serviceware Processes (helpLine) ranks higher in 2/3 features
Serviceware Processes (helpLine) ranks higher in 2/3 features
Configuration mangement

9.0
90%
1 Rating

8.8
88%
109 Ratings
Asset management dashboard

9.0
90%
1 Rating

8.2
82%
96 Ratings
Policy and contract enforcement

7.0
70%
1 Rating

8.1
81%
78 Ratings
Change management

10.0
Serviceware Processes (helpLine)
100%

8.0
TOPdesk
80%
Serviceware Processes (helpLine) ranks higher in 2/3 features
Serviceware Processes (helpLine) ranks higher in 2/3 features
Change requests repository

10.0
100%
1 Rating

8.0
80%
108 Ratings
Service-level management

10.0
100%
1 Rating

8.5
85%
90 Ratings
Change calendar

N/A
0 Ratings

7.6
76%
88 Ratings
Attribute Ratings
- Serviceware Processes (helpLine) is rated higher in 2 areas: Likelihood to Recommend, Support Rating
Likelihood to Recommend

9.0
Serviceware Processes (helpLine)
90%
1 Rating

8.6
TOPdesk
86%
140 Ratings
Likelihood to Renew

Serviceware Processes (helpLine)
N/A
0 Ratings

9.2
TOPdesk
92%
50 Ratings
Usability

Serviceware Processes (helpLine)
N/A
0 Ratings

8.9
TOPdesk
89%
24 Ratings
Availability

Serviceware Processes (helpLine)
N/A
0 Ratings

8.8
TOPdesk
88%
9 Ratings
Performance

Serviceware Processes (helpLine)
N/A
0 Ratings

8.2
TOPdesk
82%
9 Ratings
Support Rating

9.0
Serviceware Processes (helpLine)
90%
2 Ratings

8.4
TOPdesk
84%
218 Ratings
In-Person Training

Serviceware Processes (helpLine)
N/A
0 Ratings

7.3
TOPdesk
73%
1 Rating
Online Training

Serviceware Processes (helpLine)
N/A
0 Ratings

6.4
TOPdesk
64%
1 Rating
Implementation Rating

Serviceware Processes (helpLine)
N/A
0 Ratings

6.9
TOPdesk
69%
17 Ratings
Product Scalability

Serviceware Processes (helpLine)
N/A
0 Ratings

8.5
TOPdesk
85%
8 Ratings
Likelihood to Recommend
Serviceware Processes (helpLine)
You can build every business process with helpLine. The Code is completely free (C#). The only limitations you have are in the GUI, there you probably will miss something. But the Servicemask can be designed free.

Verified User
Engineer in Engineering
Entertainment Company, 201-500 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
Serviceware Processes (helpLine)
- No implementation limits.
- Easy handling (masks can be designed freely).
- Various interfaces are available.
- With C# code a lot can be done.

Verified User
Engineer in Engineering
Entertainment Company, 201-500 employeesTOPdesk
- 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
Serviceware Processes (helpLine)
- The task management tool could be better integrated.
- Relatively high memory usage for heavy users.

Verified User
Engineer in Engineering
Entertainment Company, 201-500 employeesTOPdesk
- 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
Serviceware Processes (helpLine)
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—TOPdesk
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
Starting Price
—Likelihood to Renew
Serviceware Processes (helpLine)
No score
No answers yet
No answers on this topic
TOPdesk
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
Serviceware Processes (helpLine)
No score
No answers yet
No answers on this topic
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
Serviceware Processes (helpLine)
No score
No answers yet
No answers on this topic
TOPdesk
TOPdesk 8.8
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
Serviceware Processes (helpLine)
No score
No answers yet
No answers on this topic
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
Serviceware Processes (helpLine)
Serviceware Processes (helpLine) 9.0
Based on 2 answers
In case of bugs or coding problems you have to be more specific. Otherwise, they are not forwarded to the development team or it is quickly said that a consultant has to look at this for a fee.

Verified User
Engineer in Engineering
Entertainment Company, 201-500 employeesTOPdesk
TOPdesk 8.4
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
Serviceware Processes (helpLine)
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
Serviceware Processes (helpLine)
No score
No answers yet
No answers on this topic
TOPdesk
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
Serviceware Processes (helpLine)
No score
No answers yet
No answers on this topic
TOPdesk
TOPdesk 6.9
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
Serviceware Processes (helpLine)
Unfortunately I have no experience with other products.

Verified User
Engineer in Engineering
Entertainment Company, 201-500 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
Serviceware Processes (helpLine)
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
Serviceware Processes (helpLine)
- We can handle tickets faster.
- No double tickets anymore because of the contact assignment.
- One mailbox where every mail will be processed.

Verified User
Engineer in Engineering
Entertainment Company, 201-500 employeesTOPdesk
- 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