We performed a comparison between ManageEngine ServiceDesk Plus and TOPdesk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It's stable."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"The most valuable feature is the ticketing system which is working well."
"The solution overall has been quite stable."
"I rate the solution a ten out of ten for scalability."
"The workflow automation is the most valuable feature of this solution."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
"ManageEngine provides additional modules that we can integrate in the future."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"The most valuable feature of TOPdesk is the reports."
"Its ITSM approach is quite useful."
"It is an easy-to-use solution."
"Change management is the most critical feature."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"The most valuable feature of this solution is the incident management module."
"ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version."
"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
"The current MDM is very basic and should be expanded."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform."
"It is time-consuming to add new users."
"The solution's change management could be better."
"Change management implementation, facility management, and making reservations on assets can be improved."
"An operator is also a user but requires creating two different records."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while TOPdesk is ranked 21st in Help Desk Software with 8 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while TOPdesk is rated 7.8. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". On the other hand, the top reviewer of TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and Zoho Desk, whereas TOPdesk is most compared with ServiceNow, JIRA Service Management, Freshdesk, Zendesk and BMC Helix ITSM. See our ManageEngine ServiceDesk Plus vs. TOPdesk report.
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