TOPdesk and Freshservice are competing products in the IT service management space. Freshservice appears to have the upper hand due to its superior feature set and automation capabilities, which make it a worthwhile investment for tech-driven environments.
Features: TOPdesk is recognized for its service desk capabilities, asset management, and reporting tools. In contrast, Freshservice offers advanced automation, an intuitive configuration experience, and broad integration possibilities. This positions Freshservice as a solution for tech-intensive environments.
Room for Improvement: TOPdesk could enhance its automation and integration offerings to appeal more to tech-driven businesses. Freshservice could work on making its advanced features more accessible or simplified for smaller, non-tech-centric organizations.
Ease of Deployment and Customer Service: Freshservice provides a straightforward cloud-based setup with quick customer support. TOPdesk offers both cloud and on-premise options, ensuring high accessibility in customer service and deployment flexibility to cater to varied organizational preferences.
Pricing and ROI: TOPdesk offers competitive pricing with a focus on asset management, providing solid ROI for organizations seeking affordability. Freshservice, though potentially higher in cost, justifies this with its features and rapid deployment capabilities, leading to higher perceived value and long-term ROI.
| Product | Market Share (%) |
|---|---|
| Freshservice | 4.2% |
| TOPdesk | 2.2% |
| Other | 93.6% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 3 |
| Large Enterprise | 12 |
| Company Size | Count |
|---|---|
| Small Business | 2 |
| Midsize Enterprise | 3 |
| Large Enterprise | 7 |
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
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.
