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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Freshdesk

    Score8.7 out of 10
    N/AFreshdesk 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
    FreshdeskTOPdesk
    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
    FreshdeskTOPdesk
    Free Trial
    YesYes
    Free/Freemium Version
    YesNo
    Premium Consulting/Integration Services
    YesYes
    Entry-level Setup FeeNo setup feeOptional
    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.
    More Pricing Information
    Community Pulse
    FreshdeskTOPdesk
    Considered Both Products
    Freshworks Inc
    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 …
    Incentivized
    TOPdesk
    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.
    Incentivized
    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.
    Incentivized
    Chose TOPdesk
    We've chosen to work with Topdesk because of the dashboards, Change Process & monitoring features.
    Incentivized
    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. …
    Incentivized
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    FreshdeskTOPdesk
    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 tickets9.2170 Ratings8.9208 Ratings
    Expert directory8.0115 Ratings7.7146 Ratings
    Subscription-based notifications8.43 Ratings7.5144 Ratings
    ITSM collaboration and documentation7.64 Ratings8.2158 Ratings
    Ticket creation and submission9.1170 Ratings00 Ratings
    Ticket response9.3170 Ratings00 Ratings
    Service restoration00 Ratings8.0140 Ratings
    Self-service tools00 Ratings8.5194 Ratings
    ITSM reports and dashboards00 Ratings7.8168 Ratings
    Self Help Community
    Comparison of Self Help Community features of Freshdesk and TOPdesk
    Feature
    Freshdesk
    8.0
    156 Ratings
    TOPdesk
    -
    Ratings
    External knowledge base8.0142 Ratings00 Ratings
    Internal knowledge base8.0145 Ratings00 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of Freshdesk and TOPdesk
    Feature
    Freshdesk
    8.3
    165 Ratings
    TOPdesk
    -
    Ratings
    Customer portal7.4141 Ratings00 Ratings
    IVR8.251 Ratings00 Ratings
    Social integration8.587 Ratings00 Ratings
    Email support9.4164 Ratings00 Ratings
    Help Desk CRM integration7.7101 Ratings00 Ratings
    ITSM asset management
    Comparison of ITSM asset management features of Freshdesk and TOPdesk
    Feature
    Freshdesk
    -
    Ratings
    TOPdesk
    8.2
    170 Ratings
    Configuration mangement00 Ratings8.7159 Ratings
    Asset management dashboard00 Ratings7.8144 Ratings
    Policy and contract enforcement00 Ratings8.0109 Ratings
    Change management
    Comparison of Change management features of Freshdesk and TOPdesk
    Feature
    Freshdesk
    -
    Ratings
    TOPdesk
    7.8
    164 Ratings
    Change requests repository00 Ratings7.6157 Ratings
    Change calendar00 Ratings7.7124 Ratings
    Service-level management00 Ratings8.0134 Ratings
    User Ratings
    FreshdeskTOPdesk
    Likelihood to Recommend
    8.6
    (241 ratings)
    8.9
    (210 ratings)
    Likelihood to Renew
    8.0
    (21 ratings)
    9.1
    (122 ratings)
    Usability
    8.0
    (41 ratings)
    9.0
    (30 ratings)
    Availability
    4.6
    (5 ratings)
    9.1
    (9 ratings)
    Performance
    5.5
    (5 ratings)
    8.1
    (9 ratings)
    Support Rating
    7.6
    (39 ratings)
    9.1
    (177 ratings)
    In-Person Training
    8.2
    (1 ratings)
    7.3
    (3 ratings)
    Online Training
    8.1
    (2 ratings)
    8.0
    (2 ratings)
    Implementation Rating
    8.6
    (171 ratings)
    9.9
    (17 ratings)
    Configurability
    5.4
    (6 ratings)
    9.0
    (8 ratings)
    Contract Terms and Pricing Model
    6.4
    (4 ratings)
    -
    (0 ratings)
    Ease of integration
    7.7
    (5 ratings)
    6.5
    (17 ratings)
    Product Scalability
    5.5
    (5 ratings)
    9.1
    (9 ratings)
    Professional Services
    6.4
    (1 ratings)
    -
    (0 ratings)
    Vendor post-sale
    6.8
    (4 ratings)
    9.0
    (7 ratings)
    Vendor pre-sale
    6.9
    (4 ratings)
    9.1
    (7 ratings)