What users are saying about

TOPdesk

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Top Rated
208 Ratings

Freshdesk

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Top Rated
101 Ratings

TOPdesk

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Top Rated
208 Ratings
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Score 8 out of 101

Freshdesk

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Top Rated
101 Ratings
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Score 8.6 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

Freshdesk

Highly recommended for small and medium businesses looking for a service desk solution. Easy to set up and fairly powerful. The user interface is easy to use making it simple for new users to become productive. Scenario Automator is good at taking a defined set of action for certain types of tickets. Great for support staff that handles a large number of clients.
Naveen Gabrani profile photo

Feature Rating Comparison

Incident and problem management

TOPdesk
7.4
Freshdesk
8.7
Organize and prioritize service tickets
TOPdesk
8.2
Freshdesk
9.0
Expert directory
TOPdesk
6.6
Freshdesk
8.4
Service restoration
TOPdesk
7.4
Freshdesk
Self-service tools
TOPdesk
8.0
Freshdesk
Subscription-based notifications
TOPdesk
7.4
Freshdesk
8.4
ITSM collaboration and documentation
TOPdesk
7.6
Freshdesk
7.6
ITSM reports and dashboards
TOPdesk
6.9
Freshdesk
Ticket creation and submission
TOPdesk
Freshdesk
9.3
Ticket response
TOPdesk
Freshdesk
9.7

ITSM asset management

TOPdesk
7.2
Freshdesk
Configuration mangement
TOPdesk
7.1
Freshdesk
Asset management dashboard
TOPdesk
7.6
Freshdesk
Policy and contract enforcement
TOPdesk
6.7
Freshdesk

Change management

TOPdesk
7.3
Freshdesk
Change requests repository
TOPdesk
7.9
Freshdesk
Change calendar
TOPdesk
6.9
Freshdesk
Service-level management
TOPdesk
7.1
Freshdesk

Self Help Community

TOPdesk
Freshdesk
8.3
External knowledge base
TOPdesk
Freshdesk
8.7
Internal knowledge base
TOPdesk
Freshdesk
7.9

Multi-Channel Help

TOPdesk
Freshdesk
7.4
Customer portal
TOPdesk
Freshdesk
8.4
IVR
TOPdesk
Freshdesk
3.0
Social integration
TOPdesk
Freshdesk
7.6
Email support
TOPdesk
Freshdesk
9.8
Help Desk CRM integration
TOPdesk
Freshdesk
8.3

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
  • We use Freshdesk to track issues that are reported to us. We want to make sure that nothing falls through the cracks.
  • We also use Freshdesk to store our knowledge base articles so that there is one place to go to for finding solutions to individuals issues. These articles can also be published to the self service portal.
  • We like how Freshdesk allows us to distribute the workload among our agents. The reporting allows us to see who is carrying their load and who is not. The numbers just don't lie.
Gary Pope 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
  • It's hard to find fault with this product
  • The SLA management on tickets can get confusing at times
  • The Auto closing of tickets got us into trouble a few times
Joshua Weaver profile photo

Likelihood to Renew

TOPdesk8.2
Based on 4 answers
we like the product
Bart Wessels profile photo
Freshdesk10.0
Based on 3 answers
With our current requirements I see no reason to change from FreshDesk. It really provides all the support tools we need at this time.
Mark Wright 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
Freshdesk9.0
Based on 1 answer
The only downside is flexibility in multi email traffic within a single ticket. Other than that everything else is easy to use to get the job done and keep the customer happy.
Mark Wright profile photo

Support

TOPdesk8.5
Based on 79 answers
In our contact with TOPdesk we experienced a very professional way of doing business without pushing any pressure on the decision.
The consultancy in the project was very good with professional consultants and the project done within the proposed time window.
Lode Bruyninckx profile photo
Freshdesk10.0
Based on 2 answers
We have never had an incident where Freskdesk was out of service. Any issues we have had was resolved in a timely fashion without the need for multiple contacts. I do not have to worry about the service having problems, because of the quality of support they provide their customers.
Jeffery Albertson 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
Freshdesk plays very well against it's competitors. There is always more than one tool for any job - and it's about choosing the right tool. Freshdesk is less expensive than its competitors - orders of magnitude less expensive than Salesforce, and has about 80% of the functionality.
Rusty Wilson profile photo

Return on Investment

  • The different departments will be working together in a much more efficient way because everything is registrated in TOPdesk and we all speak the same language.
  • Shorter time to solve the problems because every employee can see the his calls and remember the agents if necessary.
Lode Bruyninckx profile photo
  • The impact of Freshdesk has been highly positive. We had no reporting in place prior, but customer feedback has indicated both our response and resolution times (both of which we can now report on) have improved greatly. This has led to an increase in customer satisfaction ratings.
Rusty Wilson profile photo

Screenshots

Pricing Details

TOPdesk

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
TOPdesk Editions & Modules
TOPdesk
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

Freshdesk

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Freshdesk Editions & Modules
Freshdesk
Edition
Sprout
$01
Blossom
$192
Garden
$352
Estate
$492
Forest
$892
1. Unlimited
2. per Agent
Additional Pricing Details
Starts at $0 for unlimited agents with the Sprout plan . Higher plans at $19, $35, $49 and $89. The 21-day free trial covers all features at the Estate plan.

Freshdesk More Information