What users are saying about

TOPdesk

Top Rated
207 Ratings

Jira Service Desk

Top Rated
234 Ratings

TOPdesk

Top Rated
207 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

Jira Service Desk

Top Rated
234 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.9 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

Jira Service Desk

When we do our sprint planning meetings, it is incredibly useful to see all tickets assigned to our team. We can very easily manage our backlog by priority or date created. You can get a very good overview of how the backlog is coming along based on these custom views we have created.
No photo available

Feature Rating Comparison

Incident and problem management

TOPdesk
7.4
Jira Service Desk
8.9
Organize and prioritize service tickets
TOPdesk
8.2
Jira Service Desk
8.8
Expert directory
TOPdesk
6.6
Jira Service Desk
9.0
Service restoration
TOPdesk
7.4
Jira Service Desk
9.5
Self-service tools
TOPdesk
8.0
Jira Service Desk
8.2
Subscription-based notifications
TOPdesk
7.4
Jira Service Desk
10.0
ITSM collaboration and documentation
TOPdesk
7.6
Jira Service Desk
8.3
ITSM reports and dashboards
TOPdesk
6.9
Jira Service Desk
8.2

ITSM asset management

TOPdesk
7.2
Jira Service Desk
10.0
Configuration mangement
TOPdesk
7.1
Jira Service Desk
10.0
Asset management dashboard
TOPdesk
7.6
Jira Service Desk
10.0
Policy and contract enforcement
TOPdesk
6.8
Jira Service Desk
10.0

Change management

TOPdesk
7.3
Jira Service Desk
7.7
Change requests repository
TOPdesk
7.9
Jira Service Desk
8.3
Change calendar
TOPdesk
6.9
Jira Service Desk
6.5
Service-level management
TOPdesk
7.1
Jira Service Desk
8.5

Pros

  • Easy to enter tickets by mail from the users.
  • TOPdesk could be used directly out of the box.
  • SaaS makes it easy to setup it up and scales within the region.
  • Excellent support during and after the go-live by the people from TOPdesk.
Karl Schuele profile photo
  • The tracking of tickets by the component is incredibly useful. I can quickly see all the tickets that relate to my team's work and see the status, priority, who it is assigned to, etc.
  • The filtering and reporting are very nice as well. You are able to quickly create a board of any combination of information you would like to see and reference it at any time.
  • The tagging feature works very well too. You can tag a developer or analyst with a question or comment and they will immediately see this and be able to respond. It keeps issues from getting lost.
No photo available

Cons

  • The inventory system - while boasting some cool features such as historical modifications to a system - suffers from one core issue: It is very easy to introduce duplicate records into the system and lose connections between PCs and other objects (licenses, users, support tickets) due to TOPdesk's use of the host name as the primary key in their database.
  • The AD import system is not properly fleshed out, and requires extensive modifications by TOPdesk before it will work. For instance, it won't pull in any addressing information for any of your users by default. It will also pull in blank entries if an account lives in the OU structure you're scanning and that account has a manager whose account lives outside the OU structure in question. Likewise, similar blank entries can be created if an Exchange contact is set as the manager of a user account within your OU.
  • The knowledgebase is decent, but it lacks [A] any real formatting (no numbered or bulleted lists, making procedures difficult to write) and [B] granular control over who can do what (if you give someone in HR the ability to write/edit knowledgebase articles, they also have access to all the IT knowledgebase articles). I believe TOPdesk will be improving this approach in the future, but nothing yet.
  • The trigger/action system (handles all email notifications) is very difficult to set up. It's a powerful system in that you can compose highly customized emails, but without any sort of basic guide or templates it's a very steep learning curve to get working. In my own system I have nearly 40 triggers and nearly 70 actions just to handle who should get what, and it took months to set up - a core reason it took so long to roll out the product. These triggers are not well documented either, so many of them require trial and error to the nth degree.
  • Some aspects of the system are inherently broken. For instance, you can create a trigger to trip whenever someone posts a comment to a ticket, then have an action set up to email all the linked users of a ticket. But if there aren't any linked users then the operator gets a post-comment prompt asking who they want to send the email to, instead of the system being smart enough to know that it shouldn't try sending the email at all.
  • Linked users have no visibility into someone else's ticket. This is odd, because TOPdesk has enabled this feature for [A] users of the same location (where it isn't always applicable) and/or [B] users of the same department (where again, it isn't always applicable). What TOPdesk should do is give *ANY* linked user the ability to see another user's ticket via the self-service portal, but they haven't done this. The result would be a linked user getting an email notification for a ticket which they don't have visibility on, resulting on additional emails back and forth looking for information.
  • On a related note, the two existing visibility options listed above (location-based and department-based) can introduce security holes. Consider a handful of users at a single location or within a single department, then consider that two or three of them are basic users, then there is an assistant manager, and finally there is a manager above everyone. You can easily give the manager visibility of all of his/her subordinates' tickets, but if in order to give the assistant manager visibility over his/her subordinates, you must also give him/her visibility to the manager's tickets.
  • The mobile operators site restricts ticket visibility to only [A] an operator's own tickets and [B] unassigned tickets within that operator's group. So if you have a 10-person support team with a single manager, then as soon as the manager assigns at ticket to one of his/her techs, the manager loses visibility of the ticket. This is especially problematic if you have a manager working in the field on a mobile device 100% of the time (as I do). The only way for the manager to see all tickets is to simply not assign them to anyone, a pretty dumb approach to a problem introduced as part of a poor design choice.
  • As a general rule, TOPdesk has introduced many great ideas, but they are often burdened by the singular approach the TOPdesk designers have taken. As stated above, yes, you have an inventory, but it's borderline unusable because of their choice of primary keys. Or yes, you can link multiple users to a single ticket, but they can't actually SEE the ticket. Or an operator can use the mobile website, but they can't SEE tickets assigned to other members of their team within the mobile website. Things like that. And the most frustrating element is that when you bring these points up their response is almost always 'Why is that a problem?', or 'Why would you want to do it that way?', or something similar which avoids confronting the design issue head on in favor of putting the onus on the customer to justify why something should work the way it works in countless other help desk applications.
  • Don't get me wrong - TOPdesk is a very decent product and has the potential to be GREAT - but after 8 months of prepping before we turned it on, it didn't surprise me in the least that so many individuals (operators) in our organization reported problems and frustrations with it.
  • UPDATE: Since my first review we have upgraded TOPdesk to the latest version and found several previous problems have been fixed (so they no longer appear in this review). One such example was documents attached to KB articles, which show up out of alphabetical order (still a problem), but which previously were not returned during searches. They now are, making the misordering of the files not much of a problem any longer.
  • The point is that TOPdesk is always improving their products, and this gives me great hope going forward that our satisfaction with it will only grow.
Bob Gruett profile photo
  • Customized reports are not really flexible, easy to learn and generate for quality metrics in particular.
  • It is more effective for small to medium-sized companies. It might not be suitable for a larger company with more than 5000-6000 users; it's only scaleable to a certain point.
  • The fields are not dynamics. Once we choose a field, only related values are shown instead of irrelevant values.
No photo available

Likelihood to Renew

TOPdesk8.2
Based on 4 answers
Fully satisfied so far with the product and the support.
Karl Schuele profile photo
Jira Service Desk6.0
Based on 1 answer
I give it this rating because one has to be a creator or a master of tool before he renews it.
No photo available

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 79 answers
The support is very good, from implementing to adopting. The consultant who helped us had a good view of our organisation and could translate it into a good working tool. Over the years we had good support, for example with the creation of standard forms for billing.
Also the change of contract was very well and customer friendly.
Pieterjan vanderWerf 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

Professional layout and a clear overview. Easy attach screenshots and documents compared to our old support system. We now have full control of the e-mails that are sent to the users via TOPdesk.
Harrie Horlings profile photo
We used a MS product called SCSM which was very old and hard to use. The UI was rough and we had to find a lot of workarounds to make it work like we wanted it to. Service Desk was the main product we looked at since we already had JIRA and Confluence.
No photo available

Return on Investment

  • Because we use knowledge items we can solve issues faster than before
  • Because we use standard solutions we can create and close tickets faster than before
Harrie Horlings profile photo
  • It has allowed us to do better reporting on our bugs and enancements.
  • It has allowed for less back and forth for end users submitting it.
  • It allows the end users to know what information we need when they are submitting the requests.
  • It was slightly costly to set up for us as we used a consultant agency to do this. However, I think it is pretty easy to setup if you want to do it yourself.
Taylor Campbell profile photo

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

Jira Service Desk

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Jira Service Desk Editions & Modules
Jira Service Desk
Edition
Small Teams
$101
Growing teams
$202
Large teams
Discount3
1. per agent for up to 3 agents
2. per agent per month for 4-15 agents
3. per agent for 16+ agents
Additional Pricing Details
View the pricing calculator for 16+ agents here: https://www.atlassian.com/software/jira/service-desk/pricing/upcoming#pricing-calculator

Jira Service Desk More Information