Freshdesk vs TOPdesk comparison

Why PeerSpot?

Freshworks and TOPdesk are both solutions in the Help Desk Software category. Freshworks is ranked #5 with an average rating of 8.1, while TOPdesk is ranked #18 with an average rating of 6.0. Additionally, 93% of Freshworks users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

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Executive SummaryUpdated on Dec 1, 2024

Freshdesk and TOPdesk are competing tools in the helpdesk and customer support software category. Freshdesk generally has the upper hand due to its extensive automation and ease of use, while TOPdesk's structured approach to management features is notable for handling complex workflows.

Features: Freshdesk offers customizable options for chat and customer satisfaction surveys, powerful APIs, and highly adaptable ticketing systems. Its strong integration and automation capabilities enhance operational efficiency, supported by solid analytics. On the other hand, TOPdesk is known for its robust incident and change management, catering to businesses needing more structured solutions, particularly beneficial for complex workflow environments.

Room for Improvement: Freshdesk could improve in customization options and interface optimization for easier navigation. There is also room for enhancement in its technical support and integration features, particularly for localization and automation. TOPdesk, meanwhile, faces criticism for outdated reporting capabilities and limited integration with modern platforms, which could be improved to boost user efficiency.

Ease of Deployment and Customer Service: Freshdesk excels in offering cloud-based deployment, providing flexible and responsive support, though there can be occasional reliance on product teams for intricate issues. It is praised for being accessible and efficient in technical support, despite having scattered support channels. TOPdesk, used primarily for on-premises deployment, provides reliable service with satisfactory responses, although its modular setup can complicate initial deployment. Freshdesk is generally considered easier to deploy with cloud support, compared to TOPdesk's traditional approach.

Pricing and ROI: Freshdesk provides competitive pricing with plans ranging from free basic options to comprehensive enterprise solutions. It is often seen as more affordable and offers significant ROI by streamlining operations. Users value its cost-effectiveness for enhanced customer service. TOPdesk pricing varies, perceived as relatively expensive for small businesses but reasonable for larger enterprises, offering solid value compared to some competitors. Freshdesk's flexible pricing and illustrated ROI make it more favorable for businesses, while TOPdesk remains a strong contender in large-scale deployments.

To learn more, read our detailed Freshdesk vs. TOPdesk Report (Updated: September 2026).

Buyer's Guide

Freshdesk vs. TOPdesk

September 2026

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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

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Gauri Thakur

Director, Portfolio Projects at Microland Limited

Integrated support workflows have provided a unified view but need broader enterprise flexibility

Freshdesk's scalability could be improved for larger businesses across departments. Its intuitive interface is appealing for small to medium-sized businesses. However, when you look at larger enterprise levels, ServiceNow operates more efficiently. This scalability is an area where Freshdesk could expand its offerings. Additionally, I don't have too much hands-on experience with Freshdesk ticket routing. I need to check with the service desk team if they've used it. Similarly, for analytics capability, I haven't explored much on Freshdesk, but I have done it for ServiceNow. I have seen a lot on ServiceNow and the BMC Remedy, so I can speak better for them. I haven't had the chance to look at it so much that I can do a comparison. I haven't had much experience with Freshdesk's reporting. Within its paradigm of customer service management, Freshdesk is quite scalable. But I've said that inter-department and the interoperability is better off in ServiceNow than in Freshdesk.

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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

"Improved Efficiency : Post RPA services, the efficiency and accuracy of the processes have increased tremendously and now the employees can focus more on important research and analysis work."

"Being the end user, we didn't really have to get into a learning curve as such since our vendor partners were able to map everything for us as per our requirements. There was not much training that we had to do."

"A user can easily adopt this technology and utilize it, when compared to the other available resources in the market."

"Automation Anywhere has impacted our efficiency and productivity in a very positive way since we are shutting down a very manual process."

"The overall usefulness of Automation Anywhere is the most valuable aspect of the solution."

"I like the new GenAI and Automation Co-Pilot, which is something like attended automation."

"With our conversion from v11 to A360, there has been better ease of development of components within the control room for our development teams."

"Document automation has been phenomenal."

More Automation Anywhere pros

"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."

"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."

"Ticket system - provides us with support tickets submitted by customers from various sources Sharing - team members can share progress of tickets"

"We're able to respond to customer inquiries much faster and with better information."

"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."

"It generated reports for us, which helped us identify the status of requests and the aging of requests."

"Freshdesk was the best solution with the best price, as it was cost efficient and included all the features that we needed."

"It's a product that is very easy to use and very user-friendly."

More Freshdesk pros

"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."

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

"TOPdesk is overall very stable."

"Change management is the most critical feature."

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

"Technical support is great and we have not had any issues with them."

"The most valuable feature of the solution is the ticketing feature."

More TOPdesk pros

Cons

"It would be nice to have the IQ Bots integrated with the Enterprise Edition without requiring extra licenses. That would be great."

"In A2019 it does not display the exact running status, but rather it displays the previous one."

"Getting the bot design into the developer's hands is taking longer than we initially anticipated."

"Instead of depending on other open-source BPM products, AA should provide their own BPM for attended automations."

"There is room for improvement when this application is used in a Citrix-based environment."

"Automation Anywhere could benefit from more in-person support, as they currently maintain only a virtual presence."

"The first version would double our cost."

"When it comes to reading email, this solution is unstable and improvements need to be made."

More Automation Anywhere cons

"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."

"As of now, Freshdesk has no inventory assignment."

"However, the challenging part comes from getting exactly what other departments needed from Freshdesk, especially the sales department, which requires good collaboration to extract the needed data."

"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."

"Freshdesk's major drawback is its limitation in integrating tools for App Store and Play Store reviews, and social channels like Twitter, which come with additional costs."

"Freshdesk's scalability could be improved for larger businesses across departments."

"It's a heavy app with lots of APIs, third-party integrations, etc. They should make it lighter."

"I would like to see a little bit more color in the solution."

More Freshdesk cons

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

"Change management implementation, facility management, and making reservations on assets can be improved."

"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."

"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 should be made more user-friendly."

"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."

"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

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

More TOPdesk cons

Pricing and Cost Advice

"The price is very reasonable."

"Automation Anywhere has an advantage in terms of licensing. It is more cost-efficient compared to all other RPA platforms. It is a recommended solution when clients need a cost-efficient automation tool to perform unattended automation."

"Because it reduced the time duration of our processes, our costs went down."

"It looks like it will be right around $115,000, not counting IQ Bot, which we won't renew until later."

"This solution costs approximately $3,500 USD per license."

"In terms of pricing, it's not at all cheap, and that's a concern. The licensing cost is very high. While I don't know the exact prices of other tools, Microsoft offers the lowest pricing for its RPA platform compared to UiPath and Automation Anywhere."

"We are restricted to use one license on one PC. However, if my license is not working, I want to be able to use it somewhere else. This would be a nice improvement to the licensing, as other competitors in the market have better licensing terms."

"The cost can be reduced a little for users."

More Automation Anywhere pricing and cost advice

"It is costly."

"We use a licensing model only so we pay for the number of agents we have configured in the system only."

"The pricing is pretty manageable and acceptable."

"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."

"We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."

"We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."

"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."

More Freshdesk pricing and cost advice

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

"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."

"The solution is inexpensive compared to competitors."

"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."

"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."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

Construction Company

11%

Manufacturing Company

Financial Services Firm

Outsourcing Company

12%

Manufacturing Company

10%

Educational Organization

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	559

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	6
Large Enterprise	13

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	7

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

What needs improvement with Freshdesk?

I think the main problem with Freshdesk is the deep settings, interface, and analytics. When you need complex cross-f...

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What is your primary use case for Freshdesk?

My main use case for Freshdesk is customer support tickets. A specific example of how my team uses Freshdesk for cust...

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What advice do you have for others considering Freshdesk?

My advice for others looking into using Freshdesk is to consider that compared to Zendesk or Salesforce, where the se...

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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 t...

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What is your primary use case for TOPdesk?

I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a parti...

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What advice do you have for others considering TOPdesk?

The overall solution rating I would give Topdesk is a six. Whether I would recommend the product would depend on the ...

See all answers

Comparisons

UiPath Platform vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 5% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs Freshdesk

Compared 10% of the time

Zendesk vs Freshdesk

Compared 6% of the time

JIRA Service Management vs Freshdesk

Compared 6% of the time

ManageEngine ServiceDesk Plus vs Freshdesk

Compared 4% of the time

IFS Cloud Platform vs Freshdesk

Compared 3% of the time

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ServiceNow vs TOPdesk

Compared 11% of the time

JIRA Service Management vs TOPdesk

Compared 8% of the time

LiveChat vs TOPdesk

Compared 7% of the time

BMC Helix ITSM vs TOPdesk

Compared 4% of the time

Zendesk vs TOPdesk

Compared 3% of the time

More TOPdesk Competitors

Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

Freshdesk

September 2026

Download Freshdesk product report

Buyer's Guide

Help Desk Software

September 2026

Download TOPdesk product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

Interactive Demo

Automation Anywhere

Demo not available

Freshworks

Demo not available

TOPdesk

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Freshdesk enhances support operations with features like a centralized ticketing system, omnichannel communication, and seamless tool integration. It addresses customer queries and automates processes, driving efficiency and satisfaction.

Freshdesk offers robust capabilities for managing customer support, enhancing efficiency through automation and integration. Its streamlined ticketing system centralizes queries from multiple platforms, including email, chat, and social media. Features like a knowledge base help reduce repetitive inquiries, while its easy integration with tools such as Slack and Jira supports effective team collaboration. However, users seek improvements in customization flexibility, scalability, and pricing for advanced features. Performance issues may arise with high volumes, and there's room for improved API limits and cloud availability. Freshdesk's automation and communication abilities make it crucial for both internal IT and external customer service, ensuring seamless resolutions and SLA compliance.

What Features Stand Out in Freshdesk?

Ticketing System: Centralizes customer interactions for streamlined management.
Omnichannel Support: Integrates communication platforms for consistent service.
Automation: Reduces manual tasks, boosting efficiency.
Knowledge Base: Decreases repetitive inquiries with self-service resources.
Tool Integration: Connects seamlessly with platforms like Slack and Jira.
Analytics & Reporting: Tracks performance for informed decision-making.

What Benefits Should Users Look For?

Improved Efficiency: Automation and centralized systems enhance support speed.
Customer Satisfaction: Consistent and responsive service elevates user experience.
Scalability: Adapts to growing support needs with integrations and customization.
Reduced Manual Effort: Automates repetitive tasks, allowing focus on complex issues.

Freshdesk is widely adopted in industries like IT and customer service, where efficient issue resolution and communication are critical. By converting emails to tickets and automating assignments, companies enhance their response times and maintain SLA compliance. Its integration capabilities support diverse tools, facilitating a multi-channel approach for superior customer experiences.

Freshworks

TOPdesk enhances ITSM with valuable features like change management and incident management. Its modules support service level and asset management. Users find its interface effective for ticket handling and request escalation.

TOPdesk primarily supports IT service management across organizations, facilitating the complete ITSM lifecycle. It offers modules for change, incident, and configuration management, along with features for ticketing and asset management. The service management capabilities extend to HR, helping employees raise tickets efficiently. Some organizations utilize it for onboarding, offboarding, and maintaining a knowledge library. It addresses needs in project management and financial approvals.

What Are The Key Features of TOPdesk?

Change Management: Streamlines processes necessary for IT changes.
Incident Management: Ensures issues are tracked and resolved promptly.
Reporting Modules: Offers metrics on service performance.
Call Module: Manages customer interactions effectively.
Service Level Management: Monitors and maintains service quality.
Asset Management: Tracks and manages organizational assets.
Reservation Management: Simplifies resource reservations.
Ticketing Feature: Enhances departmental collaboration.
Knowledge Library: Facilitates information sharing across teams.

What Benefits Should Users Look For?

Improved Collaboration: Enhances communication across IT and HR.
Comprehensive ITSM Support: Covers incident, change, and configuration.
Streamlined Onboarding: Supports seamless integration for new employees.
Enhanced Project Management: Assists in managing extensive projects.
Efficient Request Handling: Simplifies ticket management processes.
Informed Decision-Making: Provides insightful reporting data.

TOPdesk is widely used in diverse sectors for ITSM. Organizations employ it for lifecycle management of IT services, leveraging its change and configuration modules. It aids HR departments in managing service requests and employee transitions, providing valuable support in IT and project management.

TOPdesk

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

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.

Buyer's Guide

Freshdesk vs. TOPdesk

September 2026

Free Report: Freshdesk vs. TOPdesk

Find out what your peers are saying about Freshdesk vs. TOPdesk and other solutions. Updated: September 2026.

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