Serviceware Processes (helpLine) vs. TOPdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Serviceware Processes (helpLine)
Score 9.0 out of 10
N/A
helpLine was an ITSM solution developed by the European IT service software company of the same name headquartered in Germany, acquired by Serviceware and now representing the central process platform for the Serviceware Enterprise Service Platform, rebranded Serviceware Processes.N/A
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
Serviceware Processes (helpLine)TOPdesk
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Serviceware Processes (helpLine)TOPdesk
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsThe 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.
More Pricing Information
Community Pulse
Serviceware Processes (helpLine)TOPdesk
Top Pros
Top Cons
Features
Serviceware Processes (helpLine)TOPdesk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Serviceware Processes (helpLine)
8.9
1 Ratings
9% above category average
TOPdesk
8.0
193 Ratings
2% below category average
Organize and prioritize service tickets10.01 Ratings8.2193 Ratings
Expert directory9.01 Ratings7.6133 Ratings
Service restoration6.01 Ratings8.1129 Ratings
Self-service tools9.01 Ratings8.4179 Ratings
Subscription-based notifications9.01 Ratings8.1131 Ratings
ITSM collaboration and documentation10.01 Ratings8.2147 Ratings
ITSM reports and dashboards9.01 Ratings7.4155 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Serviceware Processes (helpLine)
8.3
1 Ratings
1% above category average
TOPdesk
8.1
157 Ratings
1% below category average
Configuration mangement9.01 Ratings8.4147 Ratings
Asset management dashboard9.01 Ratings7.8135 Ratings
Policy and contract enforcement7.01 Ratings8.1102 Ratings
Change management
Comparison of Change management features of Product A and Product B
Serviceware Processes (helpLine)
10.0
1 Ratings
18% above category average
TOPdesk
7.9
151 Ratings
6% below category average
Change requests repository10.01 Ratings7.8145 Ratings
Service-level management10.01 Ratings7.9125 Ratings
Change calendar00 Ratings7.8116 Ratings
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Serviceware Processes (helpLine)TOPdesk
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Score 9.0 out of 10
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Score 9.0 out of 10
Medium-sized Companies
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Enterprises
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User Ratings
Serviceware Processes (helpLine)TOPdesk
Likelihood to Recommend
9.0
(1 ratings)
8.7
(195 ratings)
Likelihood to Renew
-
(0 ratings)
8.8
(107 ratings)
Usability
-
(0 ratings)
9.6
(27 ratings)
Availability
-
(0 ratings)
9.1
(9 ratings)
Performance
-
(0 ratings)
8.1
(9 ratings)
Support Rating
9.0
(1 ratings)
8.8
(164 ratings)
In-Person Training
-
(0 ratings)
10.0
(2 ratings)
Online Training
-
(0 ratings)
8.0
(2 ratings)
Implementation Rating
-
(0 ratings)
9.1
(15 ratings)
Configurability
-
(0 ratings)
8.7
(8 ratings)
Ease of integration
-
(0 ratings)
8.2
(16 ratings)
Product Scalability
-
(0 ratings)
9.1
(9 ratings)
Vendor post-sale
-
(0 ratings)
8.9
(7 ratings)
Vendor pre-sale
-
(0 ratings)
9.1
(7 ratings)
User Testimonials
Serviceware Processes (helpLine)TOPdesk
Likelihood to Recommend
Serviceware
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.
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TOPdesk
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.
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Pros
Serviceware
  • No implementation limits.
  • Easy handling (masks can be designed freely).
  • Various interfaces are available.
  • With C# code a lot can be done.
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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.
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Cons
Serviceware
  • The task management tool could be better integrated.
  • Relatively high memory usage for heavy users.
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TOPdesk
  • 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.
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Likelihood to Renew
Serviceware
No answers on this topic
TOPdesk
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.
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Usability
Serviceware
No answers on this topic
TOPdesk
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.
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Reliability and Availability
Serviceware
No answers on this topic
TOPdesk
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.
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Performance
Serviceware
No answers on this topic
TOPdesk
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!
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Support Rating
Serviceware
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.
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TOPdesk
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.
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In-Person Training
Serviceware
No answers on this topic
TOPdesk
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.
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Online Training
Serviceware
No answers on this topic
TOPdesk
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
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Implementation Rating
Serviceware
No answers on this topic
TOPdesk
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
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Alternatives Considered
Serviceware
Unfortunately I have no experience with other products.
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TOPdesk
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.
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Scalability
Serviceware
No answers on this topic
TOPdesk
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.
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Return on Investment
Serviceware
  • We can handle tickets faster.
  • No double tickets anymore because of the contact assignment.
  • One mailbox where every mail will be processed.
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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.
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ScreenShots