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TOPdesk Logo
2,028 views|1,373 comparisons
Zendesk Guide Logo
3,202 views|2,755 comparisons
Featured Review
Find out what your peers are saying about TOPdesk vs. Zendesk Guide and other solutions. Updated: November 2021.
553,954 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 most valuable feature of this solution is the incident management module.""Its ITSM approach is quite useful.""When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."

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"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them.""It is very easy to connect back and forth between the requester and the person fulfilling the ticket.""The product offers very good management. It has a great ability to assign tickets based on content."

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Cons
"Change management implementation, facility management, and making reservations on assets can be improved.""The solution's change management could be better.""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."

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"It wasn't easy to set up so we're only using a third of all of the features,""The solution itself wasn't easy to set up.""One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."

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Pricing and Cost Advice
"Compared to other products in this segment, I think that they are priced well and not too expensive.""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."

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"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

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Top Answer: It is very easy to connect back and forth between the requester and the person fulfilling the ticket.
Top Answer: The licensing is yearly and it's less than 30 grand, I believe. We had a lot of things that were grandfathered in, so we were using a lot of things - Zendesk Guide Professional, Zendesk Explore… more »
Top Answer: One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester… more »
Ranking
Views
2,028
Comparisons
1,373
Reviews
3
Average Words per Review
439
Rating
7.7
Views
3,202
Comparisons
2,755
Reviews
3
Average Words per Review
1,107
Rating
7.0
Comparisons
Learn More
Overview
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

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

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Sample Customers
City 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.
Shopify, Adroll, Redfin, Moo, Foursquare, Modcloth, We Pay, Republic Wireless, Wharton Univeristy of Pennnsylvania
Top Industries
VISITORS READING REVIEWS
Computer Software Company27%
Comms Service Provider24%
Educational Organization8%
Government8%
REVIEWERS
Computer Software Company26%
Financial Services Firm13%
Construction Company9%
Non Profit9%
VISITORS READING REVIEWS
Computer Software Company30%
Comms Service Provider20%
Government7%
Insurance Company4%
Company Size
No Data Available
REVIEWERS
Small Business42%
Midsize Enterprise38%
Large Enterprise20%
Find out what your peers are saying about TOPdesk vs. Zendesk Guide and other solutions. Updated: November 2021.
553,954 professionals have used our research since 2012.

TOPdesk is ranked 14th in IT Service Management (ITSM) with 3 reviews while Zendesk Guide is ranked 12th in IT Service Management (ITSM) with 3 reviews. TOPdesk is rated 7.6, while Zendesk Guide is rated 7.0. The top reviewer of TOPdesk writes "Helpful asset and reservation management capability, with professional and responsive technical support". On the other hand, the top reviewer of Zendesk Guide writes "Good SLA options and reporting features but is not easy to set up". TOPdesk is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus and Freshservice, whereas Zendesk Guide is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, TeamViewer Servicecamp and ManageEngine ServiceDesk Plus. See our TOPdesk vs. Zendesk Guide report.

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

We monitor all IT Service Management (ITSM) 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.