What users are saying about

TOPdesk

Top Rated
207 Ratings

Autotask

Top Rated
57 Ratings

TOPdesk

Top Rated
207 Ratings
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Score 8 out of 101

Autotask

Top Rated
57 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.8 out of 101

Add comparison

Likelihood to Recommend

TOPdesk

Well suited for Incident Management!!!Less suited for: For Change Management (simples changes) we miss the functionality that a "Manager" can approve a change from within the Self Service Portal.
Adrie Bergwerff profile photo

Autotask

Autotask is much more well suited to a busy company. It's a little bit price-prohibitive if you only have a couple of employees or not many clients. This solution works for us, having 10 employees and about 200 clients. Any less than that, the pricing wouldn't be worthwhile.Autotask fits very well with us. It's easy to keep on task. Any tickets that are getting old will shoot out alerts and scheduled tasks for our techs to finish up work on it. It's also very easy to run reports for clients on the services that they've used through us. We love Autotask.
Dan Gospe profile photo

Feature Rating Comparison

Incident and problem management

TOPdesk
7.4
Autotask
8.4
Organize and prioritize service tickets
TOPdesk
8.2
Autotask
9.5
Expert directory
TOPdesk
6.6
Autotask
7.4
Service restoration
TOPdesk
7.4
Autotask
7.0
Self-service tools
TOPdesk
8.0
Autotask
7.5
Subscription-based notifications
TOPdesk
7.4
Autotask
9.2
ITSM collaboration and documentation
TOPdesk
7.6
Autotask
8.8
ITSM reports and dashboards
TOPdesk
6.9
Autotask
9.4

ITSM asset management

TOPdesk
7.2
Autotask
8.8
Configuration mangement
TOPdesk
7.1
Autotask
8.5
Asset management dashboard
TOPdesk
7.6
Autotask
8.1
Policy and contract enforcement
TOPdesk
6.8
Autotask
9.8

Change management

TOPdesk
7.3
Autotask
9.3
Change requests repository
TOPdesk
7.9
Autotask
9.7
Change calendar
TOPdesk
6.9
Autotask
9.3
Service-level management
TOPdesk
7.1
Autotask
9.1

Pros

  • Support by TOPdesk is excellent. Until now, we didn't have any issues when support was requested.
  • The latest version supports ADFS/SAML authentication. In the former version, this was an add-on you should buy.
  • Continues development of the product bearing in mind the user's input.
Adrie Bergwerff profile photo
  • Has a great end user portal for clients to log in and submit/view their support tickets for updates and status.
  • Has great integration with third party add ons to provide additional functionality.
  • Is web based and super reliable. No maintenance or teams to manage the product are needed!
Zach Cooper profile photo

Cons

  • SaaS implementation could be easier if it would be done by TOPdesk as an extra service. My IT department had some difficulties due to lack of knowledge in this area.
Karl Schuele profile photo
  • It would be great if more options for dashboard widgets existed.
Zach Cooper profile photo

Likelihood to Renew

TOPdesk8.2
Based on 4 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
Ease of usability
Eddie van der Weide 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 79 answers
The support team is very good, responding quickly to support calls and showing an excellent knowledge of the product. Pre-sales have been a little hit and miss with some ambiguous information presented which led to misunderstanding. The implementation consultants have proved to be very good when on site but not so good at follow up on queries raised on the day or subsequently. However, our account manager seems to be able to sort most of these out for us.
Ian Short 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

I entered after the decision was made to implement TOPdesk and do not know if and which other products were considered. To my opinion, there are more products like TOPdesk to be taken into consideration when looking for an incident management / facility management etc. Some have more focus on the facility part, others on incident management (or only have incident management features). One should look well into the current and possible future needs of the organization, and the look and feel of the application, plus the capacity of providing good internal administration, in order to make the right decision. Choosing TOPdesk is not a bad decision in most cases!
Marije Snuverink profile photo
Its definitely has a better layout. Easier to customize. Easier search
No photo available

Return on Investment

  • TOPdesk gave us the opportunity to improve our internal workflows and to communicate better and quicker with our customers. Satisfaction among our internal customers has risen.
Marije Snuverink profile photo
  • It has had a positive impact on my business objectives. Whenever a user calls in I'm able to create a ticket with all the information needed easily and quickly because of the simple interface.
Isaac Beyda 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