| Product | Rating | Most Used By | Product Summary | Starting Price |
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 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 |
 Zendesk Suite | Score8.8 out of 10 | N/A | Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low. | $69 per month per agent |
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| 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. | 20% discount available with annual pricing. | ||||||||||||||
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| Considered Both Products | Chose TOPdesk The UI and UX is well designed. Zendesk has great integration with Sales, Chat and Phone services. Invited by the Vendor 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 Chose TOPdesk TOPdesk is standardized where it should and customizable where it has to be. it is better tailored to the need than other packages Invited by the Vendor 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 Chose TOPdesk Zendesk to TOPdesk is decided as migration because of the reporting capabilities and better self servicing portal Invited by the Vendor 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 Chose TOPdesk I was sold on the price, customizability and ease of use for Topdesk. Invited by TrustRadius (TR) on Vendor's Behalf 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 Chose TOPdesk They are similar programs that would help us mainly in customer support, TOPdesk was chosen by recommendation of another company that already used the service and indicated the benefits of the self-service portal. Independently Invited by TrustRadius 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 Chose TOPdesk TopDesk was by the most cost efficient product. Cerberus was a free to begin with but requires many updates and changes to do everything we needed. It lacked the reporting tools needed to accurately obtain statistics on past requests. Zendesk was a nice product, but required … Invited by TrustRadius (TR) on Vendor's Behalf 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 Chose TOPdesk We selected TOPdesk because of the following factors:
Invited by TrustRadius (TR) on Vendor's Behalf 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 | No answer on this topic |
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| Would buy again | ||
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| Delivers good value for the price | ||
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| Happy with the feature set | ||
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| Lived up to sales and marketing promises | ||
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| Implementation went as expected | ||
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| TOPdesk | Zendesk Suite | |
|---|---|---|
| Likelihood to Recommend | 8.9 | 9.0 |
| Likelihood to Renew | 9.1 | 10.0 |
| Usability | 9.0 | 8.9 |
| Availability | 9.1 | 8.6 |
| Performance | 8.1 | 8.0 |
| Support Rating | 9.1 | 5.5 |
| In-Person Training | 7.3 | 10.0 |
| Online Training | 8.0 | 7.9 |
| Implementation Rating | 9.9 | 9.0 |
| Configurability | 9.0 | 9.3 |
| Ease of integration | 6.5 | - |
| Product Scalability | 9.1 | - |
| Vendor post-sale | 9.0 | - |
| Vendor pre-sale | 9.1 | - |
