What users are saying about
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Top Rated
290 Ratings
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

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

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

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

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

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.
Anonymous | TrustRadius Reviewer

TOPdesk

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.
Nabin Poudel | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

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.
Dustin Fawver | TrustRadius Reviewer

Cons

Serviceware Processes (helpLine)

  • The task management tool could be better integrated.
  • Relatively high memory usage for heavy users.
Anonymous | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Pricing 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.
John Glenn | TrustRadius Reviewer

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.
Rianne Willems | TrustRadius Reviewer

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.
Mark Coutinho | TrustRadius Reviewer

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!
Mark Coutinho | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

TOPdesk

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.
Anonymous | TrustRadius Reviewer

In-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
Wil Kuijpers | TrustRadius Reviewer

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
Bart Wessels | TrustRadius Reviewer

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.
Karl Schuele | TrustRadius Reviewer

Alternatives Considered

Serviceware Processes (helpLine)

Unfortunately I have no experience with other products.
Anonymous | TrustRadius Reviewer

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.
Joel Townsend | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Return 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.
Anonymous | TrustRadius Reviewer

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.
Rachel Wright | TrustRadius Reviewer

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