We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."
"The solution is easy to use and has a user-friendly interface"
"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."
"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."
"There's a lack of integration with other products. This needs to be improved."
"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."
"If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."
"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."
HEAT Service Management is ranked 21st in Help Desk Software with 2 reviews while TOPdesk is ranked 19th in Help Desk Software with 3 reviews. HEAT Service Management is rated 7.0, while TOPdesk is rated 7.6. The top reviewer of HEAT Service Management writes "Good incident management and escalation but it is difficult to learn and customize". On the other hand, the top reviewer of TOPdesk writes "Helpful asset and reservation management capability, with professional and responsive technical support". HEAT Service Management is most compared with ServiceNow, JIRA Service Management, Cherwell Service Management, BMC Helix ITSM and ManageEngine ServiceDesk Plus, whereas TOPdesk is most compared with ServiceNow, JIRA Service Management, Zendesk Guide, Freshservice and ManageEngine ServiceDesk Plus. See our HEAT Service Management vs. TOPdesk report.
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