We performed a comparison between ConnectWise PSA 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."I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"Contains every feature that a VAR or MSP would want."
"The ease of reporting is valuable. We have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that. It is helpful for measuring how we're doing in our performance."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"All the features of ConnectWise Manage are valuable. However, ticketing, customer management, customer communication, technician efficiency, calendars, coding, billing, invoicing, and contract management are available. It's a complete solution. Additionally, the company is responsive with the ability to progress or make necessary changes happen."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"The initial setup isn't too difficult."
"Its ITSM approach is quite useful."
"Change management is the most critical feature."
"The most valuable feature of TOPdesk is the reports."
"It is an easy-to-use solution."
"The most valuable feature of this solution is the incident management module."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"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 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."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"It needs to be easier to share tickets between users who need to work together."
"The speed could be better, and the reporting could be a lot better."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"ConnectWise PSA’s graphical interface is a little old."
"All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous."
"It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface. You can set up a user-defined field, but those don't port over to tables. It's really inconvenient."
"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."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"It is time-consuming to add new users."
"An operator is also a user but requires creating two different records."
"The solution's change management could be better."
"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."
"Change management implementation, facility management, and making reservations on assets can be improved."
"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."
ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while TOPdesk is ranked 21st in Help Desk Software with 8 reviews. ConnectWise PSA is rated 8.2, while TOPdesk is rated 7.8. The top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". On the other hand, the top reviewer of TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, Kaseya BMS and ManageEngine ServiceDesk Plus, whereas TOPdesk is most compared with ServiceNow, Freshdesk, JIRA Service Management, Zendesk and NinjaOne. See our ConnectWise PSA vs. TOPdesk report.
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