What users are saying about

TOPdesk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
Top Rated
218 Ratings
8 Ratings

TOPdesk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
Top Rated
218 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8 out of 101
8 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 9.1 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

Freshservice

If you want an IT based system that allows you to create trouble tickets, collect all documentation and assets, and is intuitive so that your'e not "administering administration", Freshservice is a good solution. Their support team is very helpful and responsive, and it was attractive to us since it was cloud-hosted. If you do not plan to take advantage of the CMDB or change management options, you may be better off using the simpler and inexpensive product, Freshdesk.
Rick Murphy profile photo

Feature Rating Comparison

Incident and problem management

TOPdesk
7.4
Freshservice
9.4
Organize and prioritize service tickets
TOPdesk
8.2
Freshservice
9.7
Expert directory
TOPdesk
6.6
Freshservice
9.2
Service restoration
TOPdesk
7.4
Freshservice
9.2
Self-service tools
TOPdesk
8.0
Freshservice
10.0
Subscription-based notifications
TOPdesk
7.4
Freshservice
9.7
ITSM collaboration and documentation
TOPdesk
7.6
Freshservice
9.0
ITSM reports and dashboards
TOPdesk
6.9
Freshservice
9.2

ITSM asset management

TOPdesk
7.1
Freshservice
8.5
Configuration mangement
TOPdesk
7.1
Freshservice
8.5
Asset management dashboard
TOPdesk
7.6
Freshservice
8.2
Policy and contract enforcement
TOPdesk
6.7
Freshservice
9.0

Change management

TOPdesk
7.3
Freshservice
9.5
Change requests repository
TOPdesk
7.8
Freshservice
9.0
Change calendar
TOPdesk
6.9
Freshservice
9.7
Service-level management
TOPdesk
7.1
Freshservice
9.7

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
  • Support is top notch and very responsive.
  • Portal design and navigation is user friendly.
  • Ability to suggest features that can be implemented in future releases.
  • Very intuitive interface
No photo available

Cons

  • Copy and paste functionality of pictures.
  • Approval by "managers" of simple changes. Currently, only Extensive Change has this functionality.
  • Rich text formatting in Change Management module.
  • Rating of Changes, currently only a rating of an incident can be used.
Adrie Bergwerff profile photo
  • Freshservice doesn't have as wide an integration library as Zendesk. But that gap really isn't so wide that it has hindered our use.
  • The asset tracking feature is neat, but as it is priced per asset, we chose to use something else instead.
No photo available

Likelihood to Renew

TOPdesk8.2
Based on 5 answers
Fully satisfied so far with the product and the support.
Karl Schuele profile photo
No score
No answers yet
No answers on this topic

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
No score
No answers yet
No answers on this topic

Support

TOPdesk8.5
Based on 85 answers
Perfect Project Management, Excellent Support in terms of Processes, Documentation and user training.
Karl Schuele profile photo
No score
No answers yet
No answers on this topic

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

Service-Now is too heavy and it takes quite some time to get it implemented. It is a tool where the maturity of the organization needs to be more developed. TOPdesk was the perfect package for our organization as it is easy to implement, cost-efficient and comes along with an excellent support by the TOPdesk staff.
Karl Schuele profile photo
Freshservice pretty much excels at tracking because of fo the flexibility that show's you can do so much with so little.It is easy to configure, easy use, and above all free of maintenance as SaaS most of the time are taken care by the manufacturer. Overall I would choose this tool over Track It any day.
Miguel Nuñez profile photo

Return on Investment

  • Since this the first service desk I've used and it's the company's first ticketing system I can't tell if there is a positive or negative impact on ROI.
  • TOPdesk is used daily, so it's definitely being used.
  • We are slowing expanding its use. We started using the change management part of the system.
Randy MacFarland profile photo
  • Good ITSM tool to keep track of everything you do.
  • A project Module that wasn't expected to be this good.
  • Expandability Capabilities.
Miguel Nuñez 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

Freshservice

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$19*
1.  per agent, per month
Additional Pricing Details

Freshservice More Information