Freshservice vs TOPdesk comparison

Freshworks and TOPdesk are both solutions in the Help Desk Software category. Freshworks is ranked #5 with an average rating of 8.3, while TOPdesk is ranked #17 with an average rating of 7.5. Freshworks holds a 4.0% mindshare in HDS, compared to TOPdesk’s 2.0% mindshare. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

Freshservice

Read 40 Freshservice reviews

3,141 Views
1,728 Comparison Views

97% willing to recommend

TOPdesk

Read 10 TOPdesk reviews

1,377 Views
1,074 Comparison Views

84% willing to recommend

Freshservice

TOPdesk

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Nov 3, 2024

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.

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

Buyer's Guide

Freshservice vs. TOPdesk

January 2026

Download the complete report

Helped 881,114 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

Freshservice

Ranking in Help Desk Software

5th

Ranking in IT Service Management (ITSM)

5th

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Project Management Software (9th), Cloud Management (12th), IT Asset Management (5th), AI IT Support (5th)

TOPdesk

Ranking in Help Desk Software

17th

Ranking in IT Service Management (ITSM)

14th

Average Rating

7.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of January 2026, in the Help Desk Software category, the mindshare of Freshservice is 4.0%, up from 3.4% compared to the previous year. The mindshare of TOPdesk is 2.0%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Freshservice	4.0%
TOPdesk	2.0%
Other	94.0%

Help Desk Software

Featured Reviews

Raja Farrar

IT Service Delivery Manager at Symposiam

Automation and AI have transformed our service delivery and have made IT support faster and more efficient

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

Read full review

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.

Read full review

Quotes from Members

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

Pros

"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."

"We use the ticketing system primarily, which is very easy to use for all users."

"My advice for others looking into using Freshservice is that it is a very great tool, as it saves your time, your money, and your team efforts."

"The workflow and the change management process are valuable."

"We use the ticketing system primarily, which is very easy to use for all users."

"Freshservice has had a significant positive impact, especially when managing AWS-related IT operations by centralizing incident management and automating repetitive tasks."

"You can just register and within five to minute minutes, you are ready to go."

"There is a nice user interface."

More Freshservice pros

"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."

"Its ITSM approach is quite useful."

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

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

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

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

"Change management is the most critical feature."

More TOPdesk pros

Cons

"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."

"I think it would be great if the tool had another version that is more customizable. From what I remember, there were some limitations regarding the number of assets you could track. In a more robust version, the number of assets increases, but I think it would be better to have something more customizable for all versions, especially the most robust version. This would be great for larger customers."

"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."

"There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved."

"The chat portal is not that great."

"I am not too happy with the page layout or screen layout since it always looks messy."

"Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information."

"Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information. Some manual information still needs to be entered."

More Freshservice cons

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

"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."

"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."

"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."

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

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

"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 cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement."

"The pricing is reasonable."

"The solution has an annual licensing model."

"Freshservice is a fairly cheap solution. Though monthly payments can be made towards the licensing costs of the solution, my company prefers to make annual payments."

"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."

"Our licensing fee for Freshservice is $2,500 a year."

"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."

"I can't recall exactly how much we pay, but it is somewhere in the middle compared to the rest of the market. The more we purchase, the cheaper it becomes, and I think the solution offers good value for money."

More Freshservice pricing and cost advice

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

"The solution is inexpensive compared to competitors."

"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's pricing is reasonable and not expensive."

"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."

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

881,114 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Manufacturing Company

University

Educational Organization

Computer Software Company

13%

Educational Organization

11%

Manufacturing Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	14

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

Questions from the Community

What do you like most about Freshservice?

The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding...

See all answers

What is your experience regarding pricing and costs for Freshservice?

Regarding cost savings, switching from previous ITSM tools has led to a 50% reduction in licensing costs, flexibility to scale for different business areas, which included service catalog items, ag...

See all answers

What needs improvement with Freshservice?

See all answers

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

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 particular person or visiting their desk, I ask employees to raise a ticket for servi...

See all answers

Comparisons

ServiceNow vs Freshservice

Compared 20% of the time

Zendesk vs Freshservice

Compared 10% of the time

JIRA Service Management vs Freshservice

Compared 9% of the time

Device42 vs Freshservice

Compared 5% of the time

Samanage vs Freshservice

Compared 5% of the time

More Freshservice Competitors

ServiceNow vs TOPdesk

Compared 23% of the time

JIRA Service Management vs TOPdesk

Compared 14% of the time

Freshdesk vs TOPdesk

Compared 8% of the time

Zendesk vs TOPdesk

Compared 7% of the time

GLPI by Teclib vs TOPdesk

Compared 6% of the time

More TOPdesk Competitors

Product Reports

Buyer's Guide

Freshservice

January 2026

Download Freshservice product report

Buyer's Guide

Help Desk Software

December 2025

Download TOPdesk product report

Also Known As

Flint

No data available

Overview

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:

ITIL-aligned processes
Intelligent AI/ML capabilities
Advanced CSAT
Extensible platform
Self-service portal
Smart automations
Service catalog
Effective monitoring and alerting
Out-of-box analytics
Mobile app
Marketplace apps

Freshservice Benefits

There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:

Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.

Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.

Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.

Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.

Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.

Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.

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."

Freshworks

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

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

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

Freshservice vs. TOPdesk

January 2026

Free Report: Freshservice vs. TOPdesk

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

DOWNLOAD NOW

881,114 professionals have used our research since 2012.

See our Freshservice vs. TOPdesk report.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

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.