We performed a comparison between Freshdesk 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 free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"The organization that is possible with other departments is the solution's most valuable aspect."
"Technical support is outstanding."
"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"It is very easy to make reports."
"The most valuable feature of this solution is the incident management module."
"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."
"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."
"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 TOPdesk is the reports."
"Its ITSM approach is quite useful."
"I would like to see a little bit more color in the solution."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"Asset management and branding are two areas in the solution that have scope for improvement."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"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."
"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."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"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."
"The solution's change management could be better."
"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."
Freshdesk is ranked 6th in Help Desk Software with 27 reviews while TOPdesk is ranked 20th in Help Desk Software with 8 reviews. Freshdesk is rated 8.4, while TOPdesk is rated 7.8. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, BMC Helix ITSM and Zoho Desk, whereas TOPdesk is most compared with ServiceNow, JIRA Service Management, Zendesk, NinjaOne and BMC Helix ITSM. See our Freshdesk vs. TOPdesk report.
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