Compare JIRA Service Desk vs. TOPdesk

JIRA Service Desk is ranked 4th in Help Desk Software with 9 reviews while TOPdesk is ranked 22nd in Help Desk Software with 1 review. JIRA Service Desk is rated 8.2, while TOPdesk is rated 10.0. The top reviewer of JIRA Service Desk writes "An excellent solution for tracking customer service issues and tracking technical support issues". On the other hand, the top reviewer of TOPdesk writes "Fast and easy to implement, with a well-defined process and interaction". JIRA Service Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus and BMC Helix Remedy, whereas TOPdesk is most compared with ServiceNow, JIRA Service Desk and Zendesk.
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JIRA Service Desk Logo
7,759 views|6,365 comparisons
TOPdesk Logo
1,854 views|1,526 comparisons
Most Helpful Review
Find out what your peers are saying about ServiceNow, CA Technologies, BMC and others in Help Desk Software. Updated: September 2019.
365,533 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
The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems.This is the most complete and versatile enterprise task management product and issue tracker.What I really like about this solution, is how it manages the queues, the tickets and the routing.This solution has helped us a great deal in project management tracking and forecasting.JIRA helps integrate Kanban Board features and for this reason what it does it does well.This is a flexible tool for logging and tracking issues efficiently.The most valuable feature of this solution is that it is user-friendly.The automations will really help the company by delegating work the way your company operates.

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This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI.

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Cons
Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive.Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install.I don't think the program is very scalable.JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products.It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)This solution lacks features for project management.In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems.

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An operator is also a user but requires creating two different records.

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Pricing and Cost Advice
But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran.Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective.JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent.Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users.Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning.I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise.

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Ranking
4th
out of 44 in Help Desk Software
Views
7,759
Comparisons
6,365
Reviews
5
Average Words per Review
540
Avg. Rating
8.0
22nd
out of 44 in Help Desk Software
Views
1,854
Comparisons
1,526
Reviews
0
Average Words per Review
0
Avg. Rating
N/A
Top Comparisons
Compared 27% of the time.
Compared 36% of the time.
Compared 16% of the time.
Compared 13% of the time.
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Atlassian
TOPdesk
Overview
JIRA Service Desk is service management software that connects IT to your business through fast, accountable resolution of customer requests. Built on Atlassians JIRA workflow engine, JIRA Service Desk offers a collaborative, agile platform and knowledge base thats low cost, easy to set up and scale, highly flexible, and features a powerfully-simple user experience. Redefine what IT means for your business with JIRA Service Desk.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 JIRA Service Desk
Learn more about TOPdesk
Sample Customers
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE CanadaCity 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
Software R&D Company19%
Financial Services Firm17%
Government10%
Media Company9%
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Find out what your peers are saying about ServiceNow, CA Technologies, BMC and others in Help Desk Software. Updated: September 2019.
365,533 professionals have used our research since 2012.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
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