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."I like how it can be integrated and expanded with other ManageEngine products."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"The solution is interactive and flexible so engineers find it much easier to work with than other tools."
"The most valuable feature is the ticketing system which is working well."
"The strength is its pricing. It is easy to use."
"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."
"ManageEngine provides additional modules that we can integrate in the future."
"Overall this is an easy and convenient solution to use."
"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."
"It is an easy-to-use solution."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"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."
"Its ITSM approach is quite useful."
"The most valuable feature of TOPdesk is the reports."
"Change management is the most critical feature."
"The current MDM is very basic and should be expanded."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"The service delivery could be improved."
"Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"The interface is not the best. The user interface could be more intuitive."
"Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"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."
"Change management implementation, facility management, and making reservations on assets can be improved."
"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."
"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 20th 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 SCSM, whereas TOPdesk is most compared with ServiceNow, JIRA Service Management, Freshdesk and BMC Helix ITSM. See our ManageEngine ServiceDesk Plus vs. TOPdesk report.
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