What users are saying about

TOPdesk

Top Rated
207 Ratings

MS SharePoint

1167 Ratings

TOPdesk

Top Rated
207 Ratings
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Score 8 out of 101

MS SharePoint

1167 Ratings
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Score 7.4 out of 101

Add comparison

Likelihood to Recommend

TOPdesk

TOPdesk is well suited if you are implementing your first ticketing tool and/or if your organization is less than 2000 users. Also, if your organization has no high ITIL skill level. The TOPdesk team helps a lot to compensate this.
Karl Schuele profile photo

MS SharePoint

MS SharePoint is well suited for organizations that have staff who work remotely as well as those with physical offices. It allows them the capability to access all the necessary programs in one place. The only setback is that not all programs mirror the original program which may cause some frustration.
Jessalyn Ka profile photo

Feature Rating Comparison

Incident and problem management

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

ITSM asset management

TOPdesk
7.2
MS SharePoint
Configuration mangement
TOPdesk
7.1
MS SharePoint
Asset management dashboard
TOPdesk
7.6
MS SharePoint
Policy and contract enforcement
TOPdesk
6.8
MS SharePoint

Change management

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

Project Management

TOPdesk
MS SharePoint
7.4
Task Management
TOPdesk
MS SharePoint
7.8
Gantt Charts
TOPdesk
MS SharePoint
7.1
Scheduling
TOPdesk
MS SharePoint
7.3
Workflow Automation
TOPdesk
MS SharePoint
8.1
Mobile Access
TOPdesk
MS SharePoint
7.2
Search
TOPdesk
MS SharePoint
7.4
Visual planning tools
TOPdesk
MS SharePoint
7.1

Communication

TOPdesk
MS SharePoint
7.6
Chat
TOPdesk
MS SharePoint
6.5
Notifications
TOPdesk
MS SharePoint
7.4
Discussions
TOPdesk
MS SharePoint
7.6
Surveys
TOPdesk
MS SharePoint
7.8
Internal knowledgebase
TOPdesk
MS SharePoint
8.2
Integrates with GoToMeeting
TOPdesk
MS SharePoint
7.8
Integrates with Gmail and Google Hangouts
TOPdesk
MS SharePoint
6.8
Integrates with Outlook
TOPdesk
MS SharePoint
8.9

File Sharing & Management

TOPdesk
MS SharePoint
8.4
Versioning
TOPdesk
MS SharePoint
8.6
Video files
TOPdesk
MS SharePoint
8.0
Audio files
TOPdesk
MS SharePoint
8.0
Document collaboration
TOPdesk
MS SharePoint
8.7
Access control
TOPdesk
MS SharePoint
8.6
Advanced security features
TOPdesk
MS SharePoint
8.6
Integrates with Google Drive
TOPdesk
MS SharePoint
8.3
Device sync
TOPdesk
MS SharePoint
8.1

Pros

  • Self-service Portal is very good, particularly with the latest version. If you populate the knowledge base well, users can often find the help they need before needing to raise a call
  • Escalation and routing of calls is very straightforward which allows the operators to work efficiently when dealing with calls
  • Separation of different teams within TOPdesk works very well so that they can manage their own calls without seeing each others
Ian Short profile photo
  • Granular permission access of files and folders, via AD groups or team site groups.
  • OneDrive offline sync mechanism seems robust and handles online/offline well.
  • Microsoft Teams integration is useful.
Hans Hong profile photo

Cons

  • The tools for configuring events and actions need improving, especially the tool for events which, whilst very powerful, is cumbersome to use when configuring event criteria
  • The built-in form designer within TOPdesk is adequate but could do with better features to allow for more dynamic forms. It would also benefit from being able to post data to custom fields rather than just into the Action box. There is quite a step up between the built-in form designer and the custom XFG form engine which is the only other solution which TOPdesk provide
  • Asset management could do with some improvements as it can be a little inflexible when needing to customize the data being held as well as build processes around it
Ian Short profile photo
  • Referential integrity between lists
  • Better no programming application development capabilities
  • Simple solution to keep big data outside the database
hrvoje katusic profile photo

Likelihood to Renew

TOPdesk8.2
Based on 4 answers
we like the product
Bart Wessels profile photo
MS SharePoint9.3
Based on 18 answers
Rating driven solely by total cost of ownership.
Dwight Taylor profile photo

Usability

TOPdesk7.3
Based on 6 answers
easy to use when all is setup right
Bart Wessels profile photo
MS SharePoint7.9
Based on 7 answers
A lot of users can give you many great ideas how to cleverly use SharePoint's core functionality to implement almost any process you need. It is very sturdy, never crashes. Many applications and third party solutions are built for SharePoint so even customization without Microsoft programming skills is rather easy and low cost.
hrvoje katusic profile photo

Support

TOPdesk8.5
Based on 79 answers
Pre-sales support was decent, but the onboarding was not so helpful. This was due mainly to the fact that it was delivered in the form of a series of information-heavy tutorials that were too overwhelming too early on. I also found the online documentation somewhat lacking, as it was often written for a different version of TOPdesk than the one I was using.The support site is pretty good, and makes it very easy to report and get updates on problems (they utilize their own engine to drive the site). The one drawback I ran into was tickets being closed with the assumption that the recommended resolution was one I was familiar with, requiring no in-depth explanations or background info. This meant re-opening many tickets in order to get clarification on an answer, or to ask a follow-up question.
Bob Gruett profile photo
MS SharePoint5.8
Based on 5 answers
We never actually used Microsoft support. We mostly use forums, user groups and Google to handle issues.
hrvoje katusic 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
MS SharePoint7.0
Based on 3 answers
Beware of switch in authentication methods!
hrvoje katusic 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
Compared to Dropbox and Box, I would propose that SharePoint is about on par with their functionality. Dropbox is perhaps slightly more aesthetically appealing, but my gut tells me that SharePoint is more secure and handles user access restrictions in a more streamlined fashion. Overall, I am pleased with MS SharePoint, and find it to be a valuable tool for day-to-day use.
Michael J. Towle profile photo

Collaboration and Sharing

No score
No answers yet
No answers on this topic
MS SharePoint10.0
Based on 1 answer
It is extremely simple to share, within our department and even with other departments, things we have been working on. Formatting is not an issue when we are sharing and that is a big life saver.
Betsy Scruggs profile photo

Data Integration

No score
No answers yet
No answers on this topic
MS SharePoint8.0
Based on 1 answer
It’s extremely simple to merge forms from different platforms to different types of sources! There is no lag so that is a huge help when you are in a hurry and have no time to spare.
Betsy Scruggs profile photo

Return on Investment

  • Positive impact on efficiency.
  • Positive impact on customer satisfaction.
  • Greatly helps monitoring KPIs
Robert van Geenen profile photo
  • The tool has streamlined sharing larger files with customers who would like immediate and secure access to particularly sensitive data.
  • The tool has streamlined business team's ability to collaborate with other internal teams in a fast and efficient manner.
  • The tool is able to be used on mobile devices, which is nice for when you need to access data on the fly without being near a desktop/laptop computer.
Michael J. Towle 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

MS SharePoint

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

MS SharePoint More Information