We performed a comparison between ManageEngine ServiceDesk Plus and TOPdesk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The solution offers a lot of opportunities for integrations."
"What I found most valuable in ManageEngine ServiceDesk Plus is its ticketing function plus change management, which helps us monitor all service requests within the team and even extend the requests to level two support."
"ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly."
"It's stable."
"It ensures the tracking of all costs for end-user issues."
"There's no problem with the software."
"I like the catalog features and workflow. I also like the knowledge space."
"This solution has helped a lot by freeing up valuable time allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"Change management is the most critical feature."
"The most valuable feature of this solution is the incident management module."
"The most valuable feature of TOPdesk is the reports."
"Its ITSM approach is quite useful."
"It is an easy-to-use solution."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"The product's asset management tool needs improvement."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement."
"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure."
"The documentation could be improved."
"Improvement is needed in the Software Assets Management functionality."
"We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
"It is time-consuming to add new users."
"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."
"The solution's change management could be better."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"Change management implementation, facility management, and making reservations on assets can be improved."
"An operator is also a user but requires creating two different records."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while TOPdesk is ranked 21st in Help Desk Software with 8 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while TOPdesk is rated 7.8. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". On the other hand, the top reviewer of TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and Zoho Desk, whereas TOPdesk is most compared with ServiceNow, Freshdesk, JIRA Service Management and Zendesk. See our ManageEngine ServiceDesk Plus vs. TOPdesk report.
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