Agiloft Service Desk Suite vs TOPdesk comparison

Agiloft and TOPdesk are both solutions in the Help Desk Software category. Agiloft is ranked #43, while TOPdesk is ranked #14 with an average rating of 7.6. Agiloft holds a 0.3% mindshare in HDS, compared to TOPdesk’s 1.9% mindshare. Additionally, 100% of Agiloft users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

Agiloft Service Desk Suite

Read 2 Agiloft Service Desk Suite reviews

103 Views
66 Comparison Views

100% willing to recommend

TOPdesk

Read 10 TOPdesk reviews

970 Views
497 Comparison Views

84% willing to recommend

Agiloft Service Desk Suite

TOPdesk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Agiloft Service Desk Suite and TOPdesk are competing in the IT service management landscape. Agiloft has an advantage in pricing and setup costs, while TOPdesk is favored for its extensive feature set.

Features: Agiloft Service Desk Suite offers robust customizability, a no-code platform, and flexible process tailoring. TOPdesk provides intuitive process automation, integrated asset management, and comprehensive IT support workflows.

Ease of Deployment and Customer Service: Agiloft provides flexible cloud or on-premise deployment with attentive customer service. TOPdesk is noted for straightforward implementation, supported by detailed guidance and strong customer service.

Pricing and ROI: Agiloft is recognized for competitive pricing and efficient implementation, ensuring attractive ROI. TOPdesk, although with higher costs, offers long-term value through robust capabilities, ensuring operational efficiency.

To learn more, read our detailed Agiloft Service Desk Suite vs. TOPdesk Report (Updated: April 2025).

Buyer's Guide

Agiloft Service Desk Suite vs. TOPdesk

April 2025

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Helped 850,236 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Agiloft Service Desk Suite

Ranking in Help Desk Software

43rd

Average Rating

9.6

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

No ranking in other categories

TOPdesk

Ranking in Help Desk Software

14th

Average Rating

7.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (12th)

Mindshare comparison

As of May 2025, in the Help Desk Software category, the mindshare of Agiloft Service Desk Suite is 0.3%, up from 0.2% compared to the previous year. The mindshare of TOPdesk is 1.9%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Matt Gibson

Project Executive at GT Services LLC

Our customer service and productivity have increased in quality and quantity since using this product

Agiloft has a great support team to help the process along. They are affordable, friendly, and knowledgeable. The tech support team acts like walking encyclopedias. They know databases and programming. After all these years, we hardly need to speak to Agiloft anymore. However, they have great customer support. Every time we need something from them, they make our small troubles go away quickly.

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Martina Peneva

People Technology Lead at Scandinavian Tobacco Group

Implement service management changes while addressing UI improvements

Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Our customer service and productivity have increased in quality and quantity since using this product."

"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."

"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."

"It is an easy-to-use solution."

"Change management is the most critical feature."

"The most valuable feature of TOPdesk is the reports."

"Its ITSM approach is quite useful."

"The most valuable feature of this solution is the incident management module."

"TOPdesk is overall very stable."

More TOPdesk pros

Cons

"We have found the documentation a bit confusing at times. This area could use some improvement."

"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."

"The solution's change management could be better."

"It is time-consuming to add new users."

"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."

"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."

"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."

"An operator is also a user but requires creating two different records."

"The solution should be made more user-friendly."

More TOPdesk cons

Pricing and Cost Advice

"Agiloft has by far the best entry point for both cost and learning curve."

"After about six months, we started making a return on our investment at more than 300%."

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

"TOPdesk's pricing is cheaper than Jira's."

"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."

"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."

"The solution is inexpensive compared to competitors."

"The solution's pricing is reasonable and not expensive."

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Top Industries

By visitors reading reviews

No data available

Educational Organization

47%

Computer Software Company

11%

Financial Services Firm

Retailer

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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What do you like most about TOPdesk?

The most valuable feature of TOPdesk is the reports.

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What is your experience regarding pricing and costs for TOPdesk?

The solution's pricing is reasonable and not expensive.

See all answers

What needs improvement with TOPdesk?

From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within the library require many steps instead of simple actions like drag and drop. This...

See all answers

Comparisons

No data available

ServiceNow vs TOPdesk

Compared 41% of the time

JIRA Service Management vs TOPdesk

Compared 24% of the time

Freshdesk vs TOPdesk

Compared 16% of the time

BMC Helix ITSM vs TOPdesk

Compared 11% of the time

GLPI by Teclib vs TOPdesk

Compared 9% of the time

More TOPdesk Competitors

Product Reports

Buyer's Guide

Help Desk Software

April 2025

Download Agiloft Service Desk Suite product report

Buyer's Guide

Help Desk Software

April 2025

Download TOPdesk product report

Overview

Top rated by analysts and users

Awarded “Best Overall Value” three years in a row by Info-Tech Research Group

What we can do for you

Workflow automation guides Help Desk technicians or Support Staff through your preferred processes, tracks performance and proactively escalates issues before they become problems.

Dashboards, reports, and charts show turnaround times, staff productivity and overdue tickets at a glance. So you can plan and respond effectively.

Eliminate errors and duplication of effort by integrating information used by multiple processes in a centralized repository.

With a 24/7 self-service portal, users are able to report issues or request services online. A dynamic knowledge base with FAQ, and full text search, provides answers to common issues.

Provide real-time service for critical issues and convert chat transcripts into tickets with one click. LogMeIn Rescue or Bomgar integration enables fast and effective remote support.

Improve staff productivity with easily customized home pages that allow IT staff to work the way they like and see the information most important to them.

Available via historical snapshots that display the entire record as it existed at any point in time and configurable audit logs.

Through configurable ticket assignment and escalation rules that alert you to blockages and proactively escalate issues when necessary.

With multi-language functionality and follow-the-sun case assignment that can be customized for the working hours of different teams.

“Agiloft is one of the most caring and responsive vendors that I have ever worked with”

— Dave Ross, Cal Poly

Get more information | Try it now | Request a demo

What Makes Us Different

Built on an agile platform for rapid configuration of the most sophisticated requirements, without any coding.
Available both as a hosted cloud solution and as an in-house deployment.
Fully extensible, with 10+ out-of-the-box applications and the flexibility to map any custom business process.
One affordable price that includes all features and functionality. No hidden fees, no surprises.

Agiloft

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

TOPdesk

Sample Customers

EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies

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.

Buyer's Guide

Agiloft Service Desk Suite vs. TOPdesk

April 2025

Free Report: Agiloft Service Desk Suite vs. TOPdesk

Find out what your peers are saying about Agiloft Service Desk Suite vs. TOPdesk and other solutions. Updated: April 2025.

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