What users are saying about
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Top Rated
269 Ratings
1 Rating
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Score 9 out of 100

TOPdesk

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Top Rated
269 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.9 out of 100

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

If you work with the standard ITIL processes, TOPdesk meets everything.
If you want to configure and organize everything yourself, TOPdesk does not meet your wishes.
Easy to link to third party applications.
Linking TOPdesk environment of customers and / or suppliers (Collaboration Center).
See also my use case how we use TOPdesk.
Timo Snijders | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Serviceware Processes (helpLine)
8.9
TOPdesk
7.6
Organize and prioritize service tickets
Serviceware Processes (helpLine)
10.0
TOPdesk
8.5
Expert directory
Serviceware Processes (helpLine)
9.0
TOPdesk
6.6
Service restoration
Serviceware Processes (helpLine)
6.0
TOPdesk
7.6
Self-service tools
Serviceware Processes (helpLine)
9.0
TOPdesk
8.0
Subscription-based notifications
Serviceware Processes (helpLine)
9.0
TOPdesk
7.7
ITSM collaboration and documentation
Serviceware Processes (helpLine)
10.0
TOPdesk
7.9
ITSM reports and dashboards
Serviceware Processes (helpLine)
9.0
TOPdesk
7.2

ITSM asset management

Serviceware Processes (helpLine)
8.3
TOPdesk
7.5
Configuration mangement
Serviceware Processes (helpLine)
9.0
TOPdesk
7.7
Asset management dashboard
Serviceware Processes (helpLine)
9.0
TOPdesk
7.0
Policy and contract enforcement
Serviceware Processes (helpLine)
7.0
TOPdesk
7.9

Change management

Serviceware Processes (helpLine)
10.0
TOPdesk
7.4
Change requests repository
Serviceware Processes (helpLine)
10.0
TOPdesk
7.7
Service-level management
Serviceware Processes (helpLine)
10.0
TOPdesk
7.5
Change calendar
Serviceware Processes (helpLine)
TOPdesk
6.9

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

  • They are making good progress in developing API's for communication with other apps which is becoming more and more important. Also the development of a collaboration platform for easy connecting to other/customer (TOPdesk) systems is a positive move.
  • In our company we will build a extensive API configuration to communicate with MS Dynamics and we already have several connections with customers that gives a better user experience.
  • The events and actions module gives extra power to the system to overcome some limitations or automate manual actions.
  • We use this option for a lot of different activities. One is for a notification when a certificate or application license is almost expired but there are a lot more applications for this function.
  • Technical support department performs nicely and in a professional way.
Rob Slinger | 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

  • Modeling more complicated workflows is difficult and could need the support of a consultant
  • Graphical output of Topdesk is very limited. Users mainly will rely on Excel as reporting tool, except for some basic graphs that are provided in your dashboard by Topdesk itself.
Bernd Fredriks | TrustRadius Reviewer

Likelihood to Renew

Serviceware Processes (helpLine)

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 8.1
Based on 35 answers
We only recently converted to the SAAS version of TOPdesk, for the simple reason that this version is more expensive than the old on-premise version that we had been using in the year before.The advantages of this SAAS version are clear though: no problems anymore with updates or servers that fail. I am convinced that we will stick with TOPdesk in years to come.
Mark Coutinho | TrustRadius Reviewer

Usability

Serviceware Processes (helpLine)

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 8.6
Based on 22 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 9.0
Based on 6 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 8.1
Based on 6 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 8.7
Based on 133 answers
TOPdesk support is TOPnotch. The support engineers and setup people we encountered during our setup phase were knowledgeable and experienced with the design and setup of the optimum TOPdesk based on our requests, and were able to help us avoid snags that we would have otherwise encountered based on our unique setup. Requests since the initial setup period have been met with quick, easy to follow instructions to resolve the issues.
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 7.7
Based on 12 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

Speaking only to our specific implementation of Heat, which admittedly we did not put much effort into improving over time, we have noticed far better usability in every respect from hands-on ticket remediation all the way through to back-end system maintenance. Implementation was a significant exercise which required a great deal of planning and evaluation of our existing processes, but in spite of this “pain”, it was necessary to move from where we were to start down the path toward where we wanted to be.
Anonymous | TrustRadius Reviewer

Scalability

Serviceware Processes (helpLine)

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 7.9
Based on 6 answers
We have not yet much experience for scalability. There are some good features to make TOPdesk more scalable, for example the value mapping as part of action sequences.
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

  • We have been able to provide a more streamlined experience for staff and students when raising issues
  • We have been able to replace 3 previous separate systems with TOPdesk and are looking to replace a 4th in the near future by using some of the TOPdesk features
  • We have had to use quite a bit of staff time to configure and support TOPdesk which was not expected. Ideally it requires someone with dedicated time to administer which we did not take into account when implementing
Ian Short | TrustRadius Reviewer

Pricing Details

Serviceware Processes (helpLine)

General

Free Trial
Free/Freemium Version
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

Serviceware Processes (helpLine)
9.0
TOPdesk
8.3

Likelihood to Renew

Serviceware Processes (helpLine)
TOPdesk
8.1

Usability

Serviceware Processes (helpLine)
TOPdesk
8.6

Reliability and Availability

Serviceware Processes (helpLine)
TOPdesk
9.0

Performance

Serviceware Processes (helpLine)
TOPdesk
8.1

Support Rating

Serviceware Processes (helpLine)
9.0
TOPdesk
8.7

In-Person Training

Serviceware Processes (helpLine)
TOPdesk
7.3

Online Training

Serviceware Processes (helpLine)
TOPdesk
6.4

Implementation Rating

Serviceware Processes (helpLine)
TOPdesk
7.7

Scalability

Serviceware Processes (helpLine)
TOPdesk
7.9

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