Serviceware Processes (helpLine) vs TOPdesk

Likelihood to Recommend

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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Verified User

Engineer in Engineering

Entertainment Company, 201-500 employees

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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.

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Timo Snijders

Application administrator

NOSBroadcast Media, 1001-5000 employees

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Feature Rating Comparison

Serviceware Processes (helpLine)

TOPdesk

Organize and prioritize service tickets

Expert directory

Service restoration

Self-service tools

Subscription-based notifications

ITSM collaboration and documentation

ITSM reports and dashboards

Serviceware Processes (helpLine)

TOPdesk

Configuration mangement

Asset management dashboard

Policy and contract enforcement

Serviceware Processes (helpLine)

TOPdesk

Change requests repository

Service-level management

Change calendar

Pros

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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Verified User

Engineer in Engineering

Entertainment Company, 201-500 employees

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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.

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Rob Slinger

Operation manager

Simac IT NLComputer Networking, 1001-5000 employees

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Cons

The task management tool could be better integrated.
Relatively high memory usage for heavy users.

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Verified User

Engineer in Engineering

Entertainment Company, 201-500 employees

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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.

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Bernd Fredriks

Transition Manager

Fujifilm Europe B.V.Chemicals, 1001-5000 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

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.

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Mark Coutinho

Network System Administrator

AidsfondsNon-profit Organization Management, 51-200 employees

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Usability

No score

No answers yet

No answers on this topic

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.

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Rianne Willems

Applicatie beheerder

FPC de Rooyse WisselHospital & Health Care, 501-1000 employees

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Reliability and Availability

No score

No answers yet

No answers on this topic

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.

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Mark Coutinho

Network System Administrator

AidsfondsNon-profit Organization Management, 51-200 employees

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Performance

No score

No answers yet

No answers on this topic

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!

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Mark Coutinho

Network System Administrator

AidsfondsNon-profit Organization Management, 51-200 employees

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Support Rating

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.

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Verified User

Engineer in Engineering

Entertainment Company, 201-500 employees

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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.

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Verified User

Analyst in Information Technology

Education Management Company, 11-50 employees

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In-Person Training

No score

No answers yet

No answers on this topic

TOPdesk 7.3

Based on 1 answer

The training was short but effective. 1 day to train key users

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Wil Kuijpers

Informationmanagement in public health

Stichting Informatie Voorziening ZorgHospital & Health Care, 1-10 employees

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Online Training

No score

No answers yet

No answers on this topic

TOPdesk 6.4

Based on 1 answer

Simple training, Just to know the basics

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Bart Wessels

System Engineer

Egency B.V.Information Technology and Services, 11-50 employees

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Implementation Rating

No score

No answers yet

No answers on this topic

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.

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Karl Schuele

Senior Manager IT Infrastructure

NGK Spark Plug Europe GmbHAutomotive, 201-500 employees

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Alternatives Considered

Unfortunately I have no experience with other products.

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Verified User

Engineer in Engineering

Entertainment Company, 201-500 employees

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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.

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Verified User

Professional in Information Technology

Higher Education Company, 501-1000 employees

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Scalability

No score

No answers yet

No answers on this topic

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.

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Verified User

Professional in Customer Service

Information Technology and Services Company, 51-200 employees

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Return on Investment

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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Verified User

Engineer in Engineering

Entertainment Company, 201-500 employees

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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

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Ian Short

Applications Infrastructure Manager

University of WinchesterHigher Education, 501-1000 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Optional

Rating Summary

Serviceware Processes (helpLine)

TOPdesk

Serviceware Processes (helpLine)

TOPdesk

Serviceware Processes (helpLine)

TOPdesk

Serviceware Processes (helpLine)

TOPdesk

Serviceware Processes (helpLine)

TOPdesk

Serviceware Processes (helpLine)

TOPdesk

Serviceware Processes (helpLine)

TOPdesk

Serviceware Processes (helpLine)

TOPdesk

Serviceware Processes (helpLine)

TOPdesk

Serviceware Processes (helpLine)

TOPdesk

Likelihood to Recommend