We performed a comparison between Infraon Desk and TOPdesk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards... as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail."
"Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me."
"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."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"Its ITSM approach is quite useful."
"It is an easy-to-use solution."
"The most valuable feature of this solution is the incident management module."
"Change management is the most critical feature."
"The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved."
"Better connectivity and integration with more collaborative platforms would be helpful."
"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."
"An operator is also a user but requires creating two different records."
"It is time-consuming to add new users."
"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."
"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."
"The solution's change management could be better."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
Earn 20 points
Infraon Desk is ranked 39th in Help Desk Software while TOPdesk is ranked 21st in Help Desk Software with 8 reviews. Infraon Desk is rated 7.6, while TOPdesk is rated 7.8. The top reviewer of Infraon Desk writes "Helps us monitor customer ticket SLAs and enables us to understand why SLAs are missed and to improve our processes as a result". On the other hand, the top reviewer of TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". Infraon Desk is most compared with , whereas TOPdesk is most compared with ServiceNow, Freshdesk, JIRA Service Management, Zendesk and NinjaOne.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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