What users are saying about

TOPdesk

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Top Rated
218 Ratings
Top Rated
201 Ratings

TOPdesk

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Top Rated
218 Ratings
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Score 8 out of 101
Top Rated
201 Ratings
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Score 8.7 out of 101

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Likelihood to Recommend

TOPdesk

TOPdesk is well suited to any information technology department or organization that operates on a ticket based system. The tracking and management of workloads is excellent, and in fact, the system is appropriate for any organization that track work based on tickets.
Any appointment based system can be modeled inside TOPdesk using the appointment planning board, allowing managers to see the planned appointments of employees.
Jason Barker profile photo

Salesforce Service Cloud

I would not recommend this for small companies looking to do support. Too many functions and highly customizable, but requires experts to get the full power out of it. But for medium to large businesses who want to also integrate CRM data with support, it is a great solution.
Hans Hong profile photo

Feature Rating Comparison

Incident and problem management

TOPdesk
7.4
Salesforce Service Cloud
8.9
Organize and prioritize service tickets
TOPdesk
8.2
Salesforce Service Cloud
9.1
Expert directory
TOPdesk
6.6
Salesforce Service Cloud
7.5
Service restoration
TOPdesk
7.4
Salesforce Service Cloud
Self-service tools
TOPdesk
8.0
Salesforce Service Cloud
Subscription-based notifications
TOPdesk
7.4
Salesforce Service Cloud
9.0
ITSM collaboration and documentation
TOPdesk
7.6
Salesforce Service Cloud
8.8
ITSM reports and dashboards
TOPdesk
6.9
Salesforce Service Cloud
Ticket creation and submission
TOPdesk
Salesforce Service Cloud
9.4
Ticket response
TOPdesk
Salesforce Service Cloud
9.4

ITSM asset management

TOPdesk
7.1
Salesforce Service Cloud
Configuration mangement
TOPdesk
7.1
Salesforce Service Cloud
Asset management dashboard
TOPdesk
7.6
Salesforce Service Cloud
Policy and contract enforcement
TOPdesk
6.7
Salesforce Service Cloud

Change management

TOPdesk
7.3
Salesforce Service Cloud
Change requests repository
TOPdesk
7.8
Salesforce Service Cloud
Change calendar
TOPdesk
6.9
Salesforce Service Cloud
Service-level management
TOPdesk
7.1
Salesforce Service Cloud

Self Help Community

TOPdesk
Salesforce Service Cloud
8.6
External knowledge base
TOPdesk
Salesforce Service Cloud
8.8
Internal knowledge base
TOPdesk
Salesforce Service Cloud
8.4

Multi-Channel Help

TOPdesk
Salesforce Service Cloud
8.9
Customer portal
TOPdesk
Salesforce Service Cloud
9.1
IVR
TOPdesk
Salesforce Service Cloud
8.9
Social integration
TOPdesk
Salesforce Service Cloud
8.7
Email support
TOPdesk
Salesforce Service Cloud
9.0
Help Desk CRM integration
TOPdesk
Salesforce Service Cloud
9.0

Pros

  • Provides a very nice front-end interface for the end-user community.
  • Provides a thorough web-based interface for the operators (back-end technicians).
  • Provides a great deal of flexibility concerning the organization of operators into groups, as well as delegating very granular control over what they can/cannot do in the operators interface.
Bob Gruett profile photo
  • Very customisable. Since this is primarily a Sales application it can adapt to any organisation's process and if you are new to using Salesforce it can give you many out of the box tools that can be used.
  • Case management is quite different to how it normally is presented on most of the market leaders but I think the approach to use the case management module in tandem with Accounts and contacts enables the CRM side of things to kick in. So the company and Account managers can have a holistic view of what issues are going on with their Accounts.
  • If implemented correctly, the system admin can have a lot of control over how to set processes and ensuring data quality is managed right from the start. It helps to have the User interface as drag and drop and move things around if not done properly the first time.
No photo available

Cons

  • To be able to use the more intricate features besides incident management takes a lot of study or hours hired from a TOPdesk consultant. However, if you have an organization which requires good facility and IT management (including handling objects, software licenses, company clothing, material, rooms and reservations) it can be your number one application. I even saw it being used for maintenance reports on vehicles!
Marije Snuverink profile photo
  • Configuration and setup were a bit cumbersome.
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
Salesforce Service Cloud9.2
Based on 4 answers
We love this platform and it's versatility.
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
Salesforce Service Cloud9.0
Based on 4 answers
Ease of use and great customer support and training documentation
No photo available

Support

TOPdesk8.5
Based on 85 answers
Support is quick and responsive, but the answers we often get is ''Sorry that option is not possible'' In-house, we have very knowledgeable DBA and programmers that can customize TOPdesk, but often we are limited due to the way TOPdesk is designed.
Dan Moncion profile photo
Salesforce Service Cloud4.0
Based on 2 answers
I odten have to repeat myself and find it difficult to communicaye with the support team. My issues take several days to get resolution, but they do stay in contact daily which is good. I have to escalate to tier 3 to get a really good answer.
No photo available

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

It's 1000 times better than Microsoft CRM, which was clunky and not user-friendly at all. Also, we had no SSP with CRM.
Dan Moncion profile photo
The ease of use of Salesforce sets it apart from iMIS. It's far more intuitive for all staff. The additional features (such as Chatter) are nice extras
No photo available

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
  • Standardizes service process across the company and encourages standard fields to be shared among different service processes.
  • Can help in normalizing service data for an organization.
  • Workflow can also help to create smarter responses to SLAs and escalation processes can help simplify making sure that customers are getting timely answers and fixes to issues.
No photo available

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

Salesforce Service Cloud

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

Salesforce Service Cloud More Information