What users are saying about

TOPdesk

Top Rated
207 Ratings

Zendesk

Top Rated
411 Ratings

TOPdesk

Top Rated
207 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8 out of 101

Zendesk

Top Rated
411 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.3 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

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
8.2
Organize and prioritize service tickets
TOPdesk
8.2
Zendesk
8.9
Expert directory
TOPdesk
6.6
Zendesk
7.3
Service restoration
TOPdesk
7.4
Zendesk
Self-service tools
TOPdesk
8.0
Zendesk
Subscription-based notifications
TOPdesk
7.4
Zendesk
7.5
ITSM collaboration and documentation
TOPdesk
7.6
Zendesk
7.2
ITSM reports and dashboards
TOPdesk
6.9
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
7.1
Zendesk
Asset management dashboard
TOPdesk
7.6
Zendesk
Policy and contract enforcement
TOPdesk
6.8
Zendesk

Change management

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

Self Help Community

TOPdesk
Zendesk
8.0
External knowledge base
TOPdesk
Zendesk
8.2
Internal knowledge base
TOPdesk
Zendesk
7.9

Multi-Channel Help

TOPdesk
Zendesk
8.1
Customer portal
TOPdesk
Zendesk
8.2
IVR
TOPdesk
Zendesk
7.4
Social integration
TOPdesk
Zendesk
7.7
Email support
TOPdesk
Zendesk
9.0
Help Desk CRM integration
TOPdesk
Zendesk
8.3

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
  • 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

  • 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
  • One of the biggest issues we have with Zendesk is the lack of insight into customer history within their ticket profile. We often have difficulty getting context about the tickets that are submitted and unfortunately that increase handle time as we often have to dig through the customer's ticket history to get the full story.
  • It would be great to have a better feel for overall customer sentiment based on their support history and other account factors (e.g. product usage, etc), but without a "customer profile" within the platform, it's nearly impossible to get the 360 view that would really empower us to proactively solve their issues.
  • The ability to automate certain workflows (specifically those regarding internal tasks) would be fabulous, but without access to many actionable integrations, it makes this even harder.
Carmen Johnson 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
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
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

TOPdesk7.3
Based on 1 answer
No answer on this topic is available.
Zendesk8.6
Based on 13 answers
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Chase Sheaffer 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 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
Zendesk10.0
Based on 17 answers
The tools at your disposal with this system are limited to how much you set limits yourself. It ties to every social media platform, your website, provides live chat, video capture, knowledge base to allow customers to help themselves before/while contacting you. As far as customer service, it's fast, and allows you to provide quality customer service
Shane Swor 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
After Zendesk imported our tickets from Desk.com and I migrated our knowledgebase articles and similar, we were good to go.
Chase Sheaffer profile photo

Alternatives Considered

Service-Now is too heavy and it takes quite some time to get it implemented. It is a tool where the maturity of the organization needs to be more developed. TOPdesk was the perfect package for our organization as it is easy to implement, cost-efficient and comes along with an excellent support by the TOPdesk staff.
Karl Schuele profile photo
Zendesk competitors include:
  • Microsoft Parature -- this product intreface is possibly the worst I've seen for customer service. Looks like a mid-90s enterprise application and is about as intuitive to use. We have help migrate dozens of instances away from Parature into Zendesk as clients look for more modern, intuitive, and cost effective tools.
  • Fresh Desk -- on the surface is very similar to Zendesk feature for feature and a not-dissimilar interface. Freshdesk automation leaves something to be desired vs Zendesk. They separate automations into categories that are hard to align and get a full picture. Clients get confused and end up with a lot of extra settings they aren't certain of the functionality for.
  • Desk.com -- Salesforce standalone customer service product. Compared the Zendesk the API is heavily lacking. The interface is more simplified, but this doesn't scale well to anything beyond a small team.
  • Salesforce Ticketing -- Salesforce itself has ticketing functionality. This can be powerful if the company has a well functioning Salesforce instance, or a disaster if they do not. Customer service agents will need to understand all of Salesforce to be effective. We recently moved a large client's customer service team to Zendesk then integrated tickets into Salesforce so the data was present for other parts of the company.
Brendan Farrar-Foley profile photo

Return on Investment

  • Very negative in terms of the amount of time spent just getting the product ready for implementation. As stated earlier, the prep to get the system ready took about 8 months, and now that we're live we're still fixing AD import issues and not using the inventory system due to its poor implementation.
  • Can't speak to any positive ROI yet because we're not live, though I expect that the knowledgebase will be of some help.
Bob Gruett profile photo
  • it allows for professional customer communication management
  • it helps the perception of good customer success team, which customers love and rely on
Yaron Lavi 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