What users are saying about

TOPdesk

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Top Rated
217 Ratings

Zendesk

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Top Rated
436 Ratings

TOPdesk

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Top Rated
217 Ratings
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Score 8 out of 101

Zendesk

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Top Rated
436 Ratings
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Score 8.3 out of 101

Add comparison

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

Zendesk

Zendesk is a really good ticketing platform, but if one of your primary goals with a support solution is to better understand and connect with our customers, Zendesk may not be the best solution. The difficulty with getting historical context about the tickets that are submitted, and the lack of a customer profile to really provide real-time insight into how customers feel about their support experience or just overall sentiment about the organization, are a few of the reasons you may want to consider a more robust solution.
Carmen Johnson profile photo

Feature Rating Comparison

Incident and problem management

TOPdesk
7.4
Zendesk
8.3
Organize and prioritize service tickets
TOPdesk
8.2
Zendesk
8.8
Expert directory
TOPdesk
6.6
Zendesk
7.5
Service restoration
TOPdesk
7.4
Zendesk
Self-service tools
TOPdesk
8.0
Zendesk
Subscription-based notifications
TOPdesk
7.4
Zendesk
8.0
ITSM collaboration and documentation
TOPdesk
7.6
Zendesk
7.6
ITSM reports and dashboards
TOPdesk
6.9
Zendesk
Ticket creation and submission
TOPdesk
Zendesk
9.2
Ticket response
TOPdesk
Zendesk
9.0

ITSM asset management

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

Change management

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

Self Help Community

TOPdesk
Zendesk
8.1
External knowledge base
TOPdesk
Zendesk
8.2
Internal knowledge base
TOPdesk
Zendesk
7.9

Multi-Channel Help

TOPdesk
Zendesk
8.2
Customer portal
TOPdesk
Zendesk
8.4
IVR
TOPdesk
Zendesk
7.7
Social integration
TOPdesk
Zendesk
7.7
Email support
TOPdesk
Zendesk
8.9
Help Desk CRM integration
TOPdesk
Zendesk
8.3

Pros

  • TOPdesk provides easy to customize reports based on user or organization designed selections, allowing the data stored inside the helpdesk solution to be extracted, analyzed, and acted upon. Using simple visual queries, any user is able to build data extracts on the fly
  • Importation of data is easy to arrange and insert into the system. From existing support requests to a customer knowledge database, the data can be imported once, or as part of a constantly updating system for user changes, asset management, or user-facing data.
  • The ability to reply to emails to update tickets, both as the person making the support request and as the person working on the support request, makes it much easier to keep everyone informed as to the progress of the tickets and the eventual resolution.
Jason Barker profile photo
  • It is a great support ticket management system, and is fairly easy to use via direct ticket submission via the platform, and the ability to forward customer emails directly to the support queue is extremely helpful.
  • The ability to track ticket progress (last touch, etc) and communicate both internally with other departments and externally with the ticket requester within the same interface makes it easy to keep all relevant information in one place.
  • Zendesk's JIRA integration makes the bug management process very seamless for our organization.
Carmen Johnson profile photo

Cons

  • Sometimes desired feature sets are only available with additional modules such as change management module for workflow automation.
  • Process automation can be the trickiest to configure and self-help documentation can be lacking.
Jeff Walters profile photo
  • Social media functionality is limited for example with Facebook, you cannot upload images (whether this a Facebook API limitation or Zendesk it leaves much to be desired. Also syncing between social media messages and Zendesk takes a bit of time.
  • Duplicate messages are frustrating when the ticket system is open and not assigned. While Zendesk does show all messages in an inbox, you have to constantly refresh the inbox to get the most up to date inbox messages. If there was a way to show when someone is selecting a message (in an open ticket setup), it would make Zendesk 10x better.
Nathan Sichilongo profile photo

Likelihood to Renew

TOPdesk8.2
Based on 5 answers
Fully satisfied so far with the product and the support.
Karl Schuele profile photo
Zendesk10.0
Based on 37 answers
I am setup and successful with Zendesk. I have zero inclination to leave
Chase Sheaffer profile photo

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
Zendesk9.0
Based on 13 answers
It is easy to use. There is nothing complicated. I trained all 80 of my area managers is 1 day and provided updated, tips, and changes regularly.
Jonathan Hatch profile photo

Reliability and Availability

TOPdesk7.3
Based on 1 answer
No answer on this topic is available.
Zendesk8.6
Based on 13 answers
We had no delay in implementing the product once our account was setup.
Jonathan Hatch profile photo

Performance

TOPdesk7.3
Based on 1 answer
No answer on this topic is available.
Zendesk8.0
Based on 10 answers
On occasion it can be a little sluggish because it is cloud based, other than that it loads quickly.
Eric Johnson profile photo

Support

TOPdesk8.5
Based on 84 answers
TOPdesk technical support is always very responsive and as involved as you need them to be. We seldom require their involvement -- and when we have in the past, the vast majority of issues have been user configuration error (we set up something incorrectly). Account level support is also very accessible and helpful. We have been on TOPdesk for 10 years; the onboarding experience was great and I would guess it has only improved.
Jay Hamel profile photo
Zendesk10.0
Based on 17 answers
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Kevin Pearce profile photo

Online Training

No score
No answers yet
No answers on this topic
Zendesk7.9
Based on 9 answers
They were knowledgable and thorough!
Jonathan Hatch 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
Zendesk9.0
Based on 17 answers
It's working exactly as intended.
Eric Johnson profile photo

Alternatives Considered

We have used several CMS and IMS tools -- dozens. TOPdesk is the most versatile and stable system, for the money, that we have encountered.
Jay Hamel profile photo
Zendesk is much cleaner, simpler, and the support staff is faster to respond with actual solutions than the larger solutions. It is also a lot cheaper, both in license cost and in cost to implement. There are also a number of additional support channels (which I am not personally using) which give us a number of options around supporting customers, again very simply and inexpensively.When I have large scale, complex reporting, integration, or reporting needs, Zendesk will probably come up short compared to the other larger players.
Kevin Pearce 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
  • Allows my team to handle support tickets simply without getting in the way. Often large scale, highly customized ticket tracking systems end up making support reps spend more time using the tool than helping customers.
  • Quick integration to Jira makes it easy for me to track and report on issues passed to dev.
Kevin Pearce 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

Zendesk

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

Zendesk More Information