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."The ManageEngine ServiceDesk Plus SaaS model helped us because it was easy on our pockets but also easy to use, configure, and manage."
"There's no problem with the software."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"I am enjoying the report features, they are quite good."
"There are a lot of great templates that you can take advantage of."
"This solution has provided a way to manage request tracking and resolution."
"It's stable."
"I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others."
"Its ITSM approach is quite useful."
"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."
"Change management is the most critical feature."
"The most valuable feature of TOPdesk is the reports."
"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."
"It is an easy-to-use solution."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"Offers very limited customizations."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"It would be better if they could just bring up interface changes because, from the past five years, I don't see any difference in the way or look and feel of the application."
"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."
"Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"The solution’s reporting could be improved."
"An operator is also a user but requires creating two different records."
"The solution's change management could be better."
"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."
"It is time-consuming to add new users."
"Change management implementation, facility management, and making reservations on assets can be improved."
"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."
"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, Freshdesk, JIRA Service Management and Zendesk. See our ManageEngine ServiceDesk Plus vs. TOPdesk report.
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