What users are saying about

TOPdesk

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Top Rated
208 Ratings

JIRA

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Top Rated
1209 Ratings

TOPdesk

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Top Rated
208 Ratings
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Score 8 out of 101

JIRA

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Top Rated
1209 Ratings
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Score 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

JIRA

JIRA is a perfect fit for any organization where they have a large "in-flow" of projects, tasks, requests, etc. It helps to visualize who and where the majority of the projects are and how much time is being allotted or can be allotted to a particular task. It is particularly helpful in making sure that each team member is given an equal amount of work (if that is the goal) and seeing where each project stands.
Mitchell Brand profile photo

Feature Rating Comparison

Incident and problem management

TOPdesk
7.4
JIRA
Organize and prioritize service tickets
TOPdesk
8.2
JIRA
Expert directory
TOPdesk
6.6
JIRA
Service restoration
TOPdesk
7.4
JIRA
Self-service tools
TOPdesk
8.0
JIRA
Subscription-based notifications
TOPdesk
7.4
JIRA
ITSM collaboration and documentation
TOPdesk
7.6
JIRA
ITSM reports and dashboards
TOPdesk
6.9
JIRA

ITSM asset management

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

Change management

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

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
  • JIRA is an excellent tool to connect different teams and work styles in an efficient way, without being too specific for some of them.
  • It has a lot of features and settings to offer which really enable you to plan a task in a very detailed way.
  • Thanks to the different conditions of a task, the status can be tracked easily and everyone always knows who's the one who has to provide input.
Fabian Kuhn profile photo

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
  • Sometimes the software is unresponsive
  • I also experiencing some bug occasionally
  • Comments are viewed and order historically, hence it's difficult to have context if commenting on older comments
Johanes Siregar 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
JIRA5.2
Based on 33 answers
We are very heavily dependent on Atlassian JIRA and have made it an integral part of our engineering and development best practices.
Clinton Jones profile photo

Usability

TOPdesk7.3
Based on 6 answers
easy to use when all is setup right
Bart Wessels profile photo
JIRA7.7
Based on 6 answers
I would give it a 10 but it doesn't read my mind yet
Tracy Walton 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
JIRA9.0
Based on 2 answers
I used to get immediate support from the Jira helpdesk; also most of my issues are already explained in the user manual which is really helpful.
Sourav Singla ,Safe Agilist, CSP,  ICP-ACC, CSM, CSPO, SSM, LSSG 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
JIRA9.0
Based on 1 answer
Take your time implementing Jira. Make sure you understand how you want to handle your projects and workflows. Investing more time in the implementation can pay off in a long run. It basically took us 5 days to define and implement correctly, but that meant smooth sailing later on.
Bo Acimovic profile photo

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
In the past I have used a variety of engineering ticketing systems and project management systems but this one is undoubtedly one of the most flexible and fastest to get going on
Clinton Jones 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
  • When it is down (usually for infrastructure changes) we are often quite blind and need it back up as soon as possible
  • Using JIRA sure beats the old method we used to use which was to use spreadsheets and tickets in our CRM system
  • You have the option of dumping project data to a spreadsheet and doing mass maintenance of items
  • You can be a watcher on an issue and get near realtime updates on the status of issues by email
Clinton Jones 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

JIRA

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

JIRA More Information