What users are saying about

TOPdesk

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Top Rated
218 Ratings
Top Rated
58 Ratings

TOPdesk

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Top Rated
218 Ratings
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Score 8 out of 101
Top Rated
58 Ratings
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Score 8 out of 101

Add comparison

Likelihood to Recommend

TOPdesk

TOPdesk is well suited if you are implementing your first ticketing tool and/or if your organization is less than 2000 users. Also, if your organization has no high ITIL skill level. The TOPdesk team helps a lot to compensate this.
Karl Schuele profile photo

Autotask

Autotask is a great program for overall time management for anyone in an organization. It helps to determine where most of your time is spent, also for accounting and account management when reviewing client contracts. It's also extremely beneficial to keep requests/tickets on your radar, it's very easy on a day to day basics to have things fall through the cracks. Once a request is generated it must be followed through and closed with specific details. This ensures who worked on it last, what was completed and client confirmation.
Daniel J. Lewis profile photo

Feature Rating Comparison

Incident and problem management

TOPdesk
7.4
Autotask
8.5
Organize and prioritize service tickets
TOPdesk
8.2
Autotask
9.6
Expert directory
TOPdesk
6.6
Autotask
6.9
Service restoration
TOPdesk
7.4
Autotask
7.9
Self-service tools
TOPdesk
8.0
Autotask
8.2
Subscription-based notifications
TOPdesk
7.4
Autotask
9.5
ITSM collaboration and documentation
TOPdesk
7.6
Autotask
9.1
ITSM reports and dashboards
TOPdesk
6.9
Autotask
8.5

ITSM asset management

TOPdesk
7.1
Autotask
8.1
Configuration mangement
TOPdesk
7.1
Autotask
8.2
Asset management dashboard
TOPdesk
7.6
Autotask
8.5
Policy and contract enforcement
TOPdesk
6.7
Autotask
7.7

Change management

TOPdesk
7.3
Autotask
9.4
Change requests repository
TOPdesk
7.8
Autotask
9.6
Change calendar
TOPdesk
6.9
Autotask
9.5
Service-level management
TOPdesk
7.1
Autotask
9.2

Pros

  • The greatest win for our organization was moving to a managed hosted platform. This gave us improved access for our remote users and increased service availability.
  • The modular nature of the TOPdesk products allows us to only use the features we need. Additionally, the license model gave us increased opportunity with who can use the products.
  • Almost all aspects of the product are customizable which means we can expand the product to other departments for their service needs.
Jeff Walters profile photo
  • The graphical calculations on time spent on requests, how long they were open for, who worked on a ticket last.
  • Grouping by priority so you can determine easier what needs to be addressed sooner rather then later. This also helps if Account Management has conversations a technician is not aware of so they can prioritize efficiently.
  • The email updates that are sent out to the technicians so they are aware of upcoming or stale tickets.
Daniel J. Lewis profile photo

Cons

  • Sometimes desired feature sets are only available with additional modules such as change management module for workflow automation.
  • Process automation can be the trickiest to configure and self-help documentation can be lacking.
Jeff Walters profile photo
  • Wildcard abilities for Account Name searching when integrating.
  • The UI is not visually friendly and requires training to navigate without difficulty.
Kris Lambert profile photo

Likelihood to Renew

TOPdesk8.2
Based on 5 answers
Fully satisfied so far with the product and the support.
Karl Schuele profile photo
Autotask9.0
Based on 1 answer
After using multiple products on the market, Autotask was intuitive and easy to manage.
Daniel J. Lewis profile photo

Usability

TOPdesk7.3
Based on 6 answers
Based on my short experience with TOPdesk, but long experience with Service-Now, I am very happy with the product.
Karl Schuele profile photo
Autotask9.0
Based on 1 answer
The work flow is much better then other competitors
Daniel J. Lewis profile photo

Support

TOPdesk8.5
Based on 85 answers
This is TopDesks competitive edge. They are less focused on the application and more focused on the customer and their success.
Peter Scantland profile photo
Autotask8.0
Based on 1 answer
Due to the cloud based technology our downtime is significantly less then other software based programs.
Daniel J. Lewis profile photo

Implementation

TOPdesk7.2
Based on 3 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 profile photo
No score
No answers yet
No answers on this topic

Alternatives Considered

Easer to deploy, configure and use.
Peter Scantland profile photo
Autotask is more robust than simple ticketing systems. It provides better billing ability that many ticketing systems and works well with existing clients. The invoicing options provided are beneficial to the business and streamline the process. The ticketing system provides documentation needed to service clients today and tomorrow. Autotask is on the right path.
Kris Lambert profile photo

Return on Investment

  • We have greatly improved the quality of our products through a better understanding of reporting.
  • The number of registered reports has fallen sharply because customers are able to gather more information themselves. (knownledge base, software distribution and online manuals)
  • By registering the time per incident and customer group, we have gained a better insight. We started to manage this, which led to an efficiency in staffing and handling in the support department.
Ricardo Groen profile photo
  • Increased overall customer satisfaction by 75% after using Autotask.
  • Help in controlling projects and delivering projects on time.
  • Assist in creating KPIs reports.
Hesham Gomaa Elmasry , IBDL profile photo

Pricing Details

TOPdesk

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
Additional Pricing Details
TOPdesk has a unique license model: - Modular: Select the modules you need and easily expand as your business grows - Saas or On premise - Unlimited number of assets. Successful asset management should not be dependent on the license of your product. - End users OR service agents based, whichever fits your situation best. If you are looking for flexibility in the number of agents for e.g. extra busy times of the year, the flexible end user license lets you add agents without any restrictions, no day passes needed.

TOPdesk More Information

Autotask

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Autotask More Information