Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support.
Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…
$0
Up to 2 agents
TOPdesk
Score8.8 out of 10
Mid-Size Companies (51-1,000 employees)
TOPdesk is the flagship highly-modular cloud-based or installed ITSM service desk and asset management solution from the Dutch company of the same name, for enterprise companies.
$76
per month Per agent
Pricing
Freshdesk
TOPdesk
Editions & Modules
Free
$0
Up to 2 agents
Growth
$15
per month (billed annually) per agent
Pro
$49
per month (billed annually) per agent
Enterprise
$79
per month (billed annually) per agent
Essential
$76
per month Per agent
Engaged
$109
per month Per agent
Excellent
$155
per month Per agent
Offerings
Pricing Offerings
Freshdesk
TOPdesk
Free Trial
Yes
Yes
Free/Freemium Version
Yes
No
Premium Consulting/Integration Services
Yes
Yes
Entry-level Setup Fee
No setup fee
Optional
Additional Details
—
The TOPdesk license model:
- Modular: Organizations purchase only the modules needed
- Saas or On premise
- Supports unlimited number of assets.
- Service agents based.
- Discount available for annual pricing.
System Administrator in Information Technology at JET e-business (Information Technology & Services, 51-200 employees)
Chose Freshdesk
As saied before, Freshdesk is very simple to use. It is very agile to our needs and uses, based on the requests are made from our employees only. So, everything they demand, is a well know task or activity in our duties. Zammad does it very well, but needs an on premises …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
TOPdesk Application Consultant in Information Technology at Cegeka (Information Technology & Services, 5001-10,000 employees)
Chose TOPdesk
Compared to Horizon, Freshdesk and ServiceNow IT Service Management, TOPdesk offers a much finer user interface. I also find the different modules and clarity much nicer to use. Automation and Asset Management have also had an update, making these much nicer to use as well.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Network Operations Manager in Information Technology at Presbyterian Church (U.S.A.) (Religious Institutions, 501-1000 employees)
Chose TOPdesk
Spiceworks is an easier-to-use Help Desk solution but it lacks all other features that Topdesk has. Freshdesk was just too much for our environment. It was cost-prohibitive for our intended use. TOPdesk fit our org size and budget better than the others.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Verified User
Chose TOPdesk
We've chosen to work with Topdesk because of the dashboards, Change Process & monitoring features.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Coördinator Helpdesk in Engineering at Driestar educatief (Education Management, 201-500 employees)
Chose TOPdesk
The implementation is of course much easier than Redline. This is a cheap shot because Redmine is open source so it’s most of the time harder to implement. The technical knowledge needed for Redmine is not needed for TopDesk. The layout and design of TopDesk are much better. …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Key User Insights
Would buy again
No answers on this topic
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Delivers good value for the price
No answers on this topic
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Happy with the feature set
No answers on this topic
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Lived up to sales and marketing promises
No answers on this topic
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Implementation went as expected
No answers on this topic
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Features
Freshdesk
TOPdesk
Incident and problem management
Comparison of Incident and problem management features of Freshdesk and TOPdesk
Feature
Freshdesk
8.6
174 Ratings
TOPdesk
8.1
208 Ratings
Organize and prioritize service tickets
9.2170 Ratings
8.9208 Ratings
Expert directory
8.0115 Ratings
7.7146 Ratings
Subscription-based notifications
8.43 Ratings
7.5144 Ratings
ITSM collaboration and documentation
7.64 Ratings
8.2158 Ratings
Ticket creation and submission
9.1170 Ratings
00 Ratings
Ticket response
9.3170 Ratings
00 Ratings
Service restoration
00 Ratings
8.0140 Ratings
Self-service tools
00 Ratings
8.5194 Ratings
ITSM reports and dashboards
00 Ratings
7.8168 Ratings
Self Help Community
Comparison of Self Help Community features of Freshdesk and TOPdesk
Feature
Freshdesk
8.0
156 Ratings
TOPdesk
-
Ratings
External knowledge base
8.0142 Ratings
00 Ratings
Internal knowledge base
8.0145 Ratings
00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Freshdesk and TOPdesk
Feature
Freshdesk
8.3
165 Ratings
TOPdesk
-
Ratings
Customer portal
7.4141 Ratings
00 Ratings
IVR
8.251 Ratings
00 Ratings
Social integration
8.587 Ratings
00 Ratings
Email support
9.4164 Ratings
00 Ratings
Help Desk CRM integration
7.7101 Ratings
00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Freshdesk and TOPdesk
Feature
Freshdesk
-
Ratings
TOPdesk
8.2
170 Ratings
Configuration mangement
00 Ratings
8.7159 Ratings
Asset management dashboard
00 Ratings
7.8144 Ratings
Policy and contract enforcement
00 Ratings
8.0109 Ratings
Change management
Comparison of Change management features of Freshdesk and TOPdesk