What users are saying about
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Top Rated
223 Ratings
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Top Rated
463 Ratings

TOPdesk

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Top Rated
223 Ratings
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Score 7.9 out of 101

Zendesk

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Top Rated
463 Ratings
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Score 8.3 out of 101

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

Zendesk

For non-profits the pricing may be a challenge for some. However, ZenDesk is a great product. If you are looking for a solution that marries your support tickets with project management, then this solution may not be the one for you. Integrations are available with some third party project management solutions, but they are very limited. While ZenDesk is A+ on tickets/tasks and workflow, it does not have the features to make it a project management solution (though it wouldn't take much effort for them since they are so close in functionality).
David Drinnon profile photo

Feature Rating Comparison

Incident and problem management

TOPdesk
7.5
Zendesk
8.5
Organize and prioritize service tickets
TOPdesk
8.2
Zendesk
8.9
Expert directory
TOPdesk
6.8
Zendesk
7.7
Service restoration
TOPdesk
7.4
Zendesk
Self-service tools
TOPdesk
8.2
Zendesk
Subscription-based notifications
TOPdesk
7.6
Zendesk
8.1
ITSM collaboration and documentation
TOPdesk
7.6
Zendesk
7.8
ITSM reports and dashboards
TOPdesk
6.8
Zendesk
Ticket creation and submission
TOPdesk
Zendesk
9.3
Ticket response
TOPdesk
Zendesk
9.1

ITSM asset management

TOPdesk
7.2
Zendesk
Configuration mangement
TOPdesk
7.0
Zendesk
Asset management dashboard
TOPdesk
7.6
Zendesk
Policy and contract enforcement
TOPdesk
6.9
Zendesk

Change management

TOPdesk
7.3
Zendesk
Change requests repository
TOPdesk
7.8
Zendesk
Change calendar
TOPdesk
6.8
Zendesk
Service-level management
TOPdesk
7.2
Zendesk

Self Help Community

TOPdesk
Zendesk
8.2
External knowledge base
TOPdesk
Zendesk
8.3
Internal knowledge base
TOPdesk
Zendesk
8.1

Multi-Channel Help

TOPdesk
Zendesk
8.4
Customer portal
TOPdesk
Zendesk
8.5
IVR
TOPdesk
Zendesk
8.1
Social integration
TOPdesk
Zendesk
8.0
Email support
TOPdesk
Zendesk
9.0
Help Desk CRM integration
TOPdesk
Zendesk
8.4

Pros

TOPdesk

  • 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

Zendesk

  • Zendesk provides the ultimate platform for providing your users with the channels they need to contact you for any reason - support, feature requests, product questions, and more. With Facebook and Twitter integration, email and web based implementations, and now even mobile capabilities, our users can contact us from anywhere.
Chase Sheaffer profile photo

Cons

TOPdesk

  • 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

Zendesk

  • If I had one complaint about Zendesk, it would be the setup process. Technically, setting up your support portal is easy. Business process wise, there are a lot of questions and for new users who may not have done support in the past find this process to be rather intense.
Chase Sheaffer profile photo

Likelihood to Renew

TOPdesk

TOPdesk 8.2
Based on 5 answers
Fully satisfied so far with the product and the support.
Karl Schuele profile photo

Zendesk

Zendesk 10.0
Based on 37 answers
They handle the maintenance and it is not worth moving.
Jonathan Justin Lewis profile photo

Usability

TOPdesk

TOPdesk 7.3
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

Zendesk

Zendesk 9.0
Based on 13 answers
The usability is great, but I do have to be honest and say that I still have a little trouble with the user interface sometimes. I have poor ability to differentiate between similar colors and sometimes if I am not directly in front of my screen I have trouble with the text inputs
Chase Sheaffer profile photo

Reliability and Availability

TOPdesk

TOPdesk 7.3
Based on 1 answer
No answer on this topic is available.

Zendesk

Zendesk 8.6
Based on 13 answers
I've never had it go down on me.
Eric Johnson profile photo

Performance

TOPdesk

TOPdesk 7.3
Based on 1 answer
No answer on this topic is available.

Zendesk

Zendesk 8.0
Based on 10 answers
The new UI is really slow at times
Adam McCurdy profile photo

Support

TOPdesk

TOPdesk 8.6
Based on 87 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

Zendesk

Zendesk 10.0
Based on 17 answers
I had a developer get on the phone with me, and help me with MY CODE that i was working on to help my company improve our work flow with Zendesk
Colby Wood profile photo

Online Training

TOPdesk

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 7.9
Based on 9 answers
They were knowledgable and thorough!
Jonathan Hatch profile photo

Implementation

TOPdesk

TOPdesk 7.2
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

Zendesk

Zendesk 9.0
Based on 17 answers
There is not a lot of implementation, it's all setup and you just start using it. We did do some email to ticket setup and that worked really well. The only thing that didn't work for us was the Salesforce integration, maybe your mileage will vary.
Rob Sherman profile photo

Alternatives Considered

TOPdesk

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

Zendesk

Zendesk is far superior because it can cater to any size company. Also, regardless of which package you purchase, you get to set up a multi-channel and extensive self-service support, which was very beneficial for us. Finally, the self-service portal hosts a rich knowledge base and online communities for FAQ searches, allowing us to not need to constantly contact customer support with a question.
Ron Rothstain profile photo

Return on Investment

TOPdesk

  • TOPdesk gave us the opportunity to improve our internal workflows and to communicate better and quicker with our customers. Satisfaction among our internal customers has risen.
Marije Snuverink profile photo

Zendesk

  • Tasks are all being handled by the same agent which gives us ownership right the way through
  • All interactions of the tasks are kept together in one place
  • Tasks can be easily reassigned to another more suitable agent, escalated or progressed once one part of the task has been completed.
Sam Othman 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.

Zendesk

General

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

Add comparison