Compare Freshservice vs. TOPdesk

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1,824 views|1,336 comparisons
TOPdesk Logo
1,729 views|1,323 comparisons
Most Helpful Review
Find out what your peers are saying about Freshservice vs. TOPdesk and other solutions. Updated: January 2021.
457,209 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system.""The overall functionality of the product is excellent."

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"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.""Its ITSM approach is quite useful.""The most valuable feature of this solution is the incident management module."

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Cons
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan.""The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."

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"An operator is also a user but requires creating two different records.""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.""The solution's change management could be better.""Change management implementation, facility management, and making reservations on assets can be improved."

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Pricing and Cost Advice
"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan.""The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."

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"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date.""Compared to other products in this segment, I think that they are priced well and not too expensive."

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Top Answer: Its ITSM approach is quite useful.
Top Answer: The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping everything up to… more »
Top Answer: The solution's change management module could be better. The fact that it's very modular is causing headaches when working with reporting. We've found that many clients who use the solution need to… more »
Ranking
11th
out of 53 in Help Desk Software
Views
1,824
Comparisons
1,336
Reviews
2
Average Words per Review
855
Rating
8.5
18th
out of 53 in Help Desk Software
Views
1,729
Comparisons
1,323
Reviews
4
Average Words per Review
358
Rating
8.3
Popular Comparisons
Compared 39% of the time.
Compared 9% of the time.
Compared 6% of the time.
Compared 35% of the time.
Compared 16% of the time.
Compared 11% of the time.
Compared 3% of the time.
Also Known As
Flint
Learn
Freshworks
TOPdesk
Overview

Freshservice is a Cloud-based IT Service Desk and IT Service Management (ITSM) solution that currently serves more than 13000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed using ITIL best practice to help IT organizations focus on what’s most important - exceptional service delivery and customer satisfaction. Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software, Freshchat Customer Messaging Software etc. - with more than 150000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

Excellent service management made easy : Happy customers are the goal of every supporting department. We understand. That’s why we’ve created a solution that helps you improve customer communication, manage workflows and keep track of assets. But above all: our software is simple and attractive. This not only makes it pleasant to use, but also quick to adopt. You’re looking to deliver excellent service from day one – and TOPdesk is here to help. TOPdesk delivers one integrated service platform for IT, FM, HR and other Service departments with a build Self Service Portal, asset management, reporting and integration platform( see also our TOPdesk Marketplace for selection of connectors). Some key features include : Call Management, Incident and Service Request Management, Service Catalogue, Asset & Configuration Management, Problem Management, Change Management, Project Management, Operations Management, Reservations Management, Stock & Order Management, Contract Management and SLA's, Survey Management, Self Service Portal, Form designer, Portal designer, Event & Action Management, Knowlegde Base, Report wizards, Resource Management, Barcode, CAD and Exchange integration TOPdesk helps you streamline your ITIL, Agile, Sox, KCS, ASL/BISL, GDPR compliance Result at our global customer base : 98% customer retention rate 99% of our implementations within budget and timeframe 90% up and running within 3 month NPS score of 35 (4500 cusotmers) 98% customer recommondation score 4,7 score at Gartner Peer Insights Our ecosystem consist of : 4500 customers across 45 countries > 300.000 daily users > 15.000.000 supported end-users 40+ partners What makes TOPdesk unique? • ITIL-based modules for all your service needs: from Ticket and Asset Management to Reservations Management • License based on end users or service agents, whateveris best for you • Unlimited number of assets or self service users • Easy to implement: get up and running quickly • Choose between on-premises or SaaS
Offer
Learn more about Freshservice
Learn more about TOPdesk
Sample Customers
Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto TransportCity of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.
Top Industries
VISITORS READING REVIEWS
Computer Software Company25%
Comms Service Provider18%
Media Company10%
Healthcare Company7%
VISITORS READING REVIEWS
Computer Software Company43%
Comms Service Provider17%
Government6%
Real Estate/Law Firm4%
Company Size
REVIEWERS
Small Business71%
Midsize Enterprise14%
Large Enterprise14%
No Data Available
Find out what your peers are saying about Freshservice vs. TOPdesk and other solutions. Updated: January 2021.
457,209 professionals have used our research since 2012.

Freshservice is ranked 11th in Help Desk Software with 2 reviews while TOPdesk is ranked 18th in Help Desk Software with 4 reviews. Freshservice is rated 8.6, while TOPdesk is rated 8.2. The top reviewer of Freshservice writes "Easy to use and implement with a good user interface". On the other hand, the top reviewer of TOPdesk writes "Helpful asset and reservation management capability, with professional and responsive technical support". Freshservice is most compared with ServiceNow, JIRA Service Desk, ManageEngine ServiceDesk Plus, Freshdesk and Qualys Asset Inventory, whereas TOPdesk is most compared with ServiceNow, JIRA Service Desk, Zendesk Guide, ManageEngine ServiceDesk Plus and LiveChat. See our Freshservice vs. TOPdesk report.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

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