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Freshdesk Logo
2,243 views|1,789 comparisons
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2,041 views|1,364 comparisons
Featured Review
Find out what your peers are saying about Freshdesk vs. TOPdesk and other solutions. Updated: January 2022.
564,997 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well.""There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues.""Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour.""The organization that is possible with other departments is the solution's most valuable aspect.""I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before.""Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system.""It is quite easy to program custom apps and integrate them.""The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."

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"The most valuable feature of this solution is the incident management module.""Its ITSM approach is quite useful."

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Cons
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI.""We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice.""For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers.""I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM.""Technical support is not the best. It could be much, much better and offer better support to users.""There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback.""There are some restrictions where you need automation and sometimes there is just no way to achieve what you need.""While it's good for a small number of tickets, definitely in the future, we will require something more powerful."

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"The solution's change management could be better.""Change management implementation, facility management, and making reservations on assets can be improved."

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Pricing and Cost Advice
  • "It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."
  • "The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."
  • "The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."
  • "We use a licensing model only so we pay for the number of agents we have configured in the system only."
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  • "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."
  • "Compared to other products in this segment, I think that they are priced well and not too expensive."
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    Questions from the Community
    Top Answer: 
    Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system.
    Top Answer: 
    We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than… more »
    Top Answer: 
    We are using it for IT support, desktop support, and any issues with any of our applications. We use it pretty extensively. It is the portal that we use for any requests, work being done, questions… more »
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    Ranking
    6th
    out of 55 in Help Desk Software
    Views
    2,243
    Comparisons
    1,789
    Reviews
    6
    Average Words per Review
    823
    Rating
    8.5
    21st
    out of 55 in Help Desk Software
    Views
    2,041
    Comparisons
    1,364
    Reviews
    3
    Average Words per Review
    439
    Rating
    7.7
    Comparisons
    Learn More
    Overview
    Freshdesk is a full-fledged cloud based customer support solution that offers everything a business needs to deliver exceptional support. Unlike competing products with steep pricing tiers and hidden strings, Freshdesk is priced affordably, and is free forever for the first three agents. Built with an emphasis on usability, Freshdesk offers all the tools a company needs to wow its customers - robust multichannel capability, integrated game mechanics to supercharge agent productivity, smart automations and a lot more. From startups to enterprises, more than 80,000 businesses of all sizes use Freshdesk to streamline their support processes. Freshdesk is part of the Freshworks product family, whose products include Freshservice IT Service Management Software, Freshsales CRM Software etc. – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.
    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
    Offer
    Learn more about Freshdesk
    Learn more about TOPdesk
    Sample Customers
    Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
    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.
    Top Industries
    REVIEWERS
    Retailer25%
    Computer Software Company17%
    University8%
    Healthcare Company8%
    VISITORS READING REVIEWS
    Computer Software Company30%
    Comms Service Provider20%
    Government5%
    Energy/Utilities Company5%
    VISITORS READING REVIEWS
    Computer Software Company26%
    Comms Service Provider25%
    Educational Organization8%
    Government8%
    Company Size
    REVIEWERS
    Small Business53%
    Midsize Enterprise18%
    Large Enterprise29%
    No Data Available
    Find out what your peers are saying about Freshdesk vs. TOPdesk and other solutions. Updated: January 2022.
    564,997 professionals have used our research since 2012.

    Freshdesk is ranked 6th in Help Desk Software with 9 reviews while TOPdesk is ranked 21st in Help Desk Software with 2 reviews. Freshdesk is rated 8.6, while TOPdesk is rated 7.0. The top reviewer of Freshdesk writes "Easy to use with great features and helpful technical support". On the other hand, the top reviewer of TOPdesk writes "Has some good modules but lacks effective reporting". Freshdesk is most compared with ServiceNow, JIRA Service Management, Zendesk Guide, Microsoft Dynamics CRM and ManageEngine ServiceDesk Plus, whereas TOPdesk is most compared with ServiceNow, JIRA Service Management, Zendesk Guide, BeyondTrust Remote Support and Cherwell Service Management. See our Freshdesk vs. TOPdesk report.

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    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.