We performed a comparison between Freshservice and TOPdesk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"It allowed the development team to concentrate on the client’s requirements instead."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"Ability to scan barcodes and a great search feature."
"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."
"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."
"The solution has been stable."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"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 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 TOPdesk is the reports."
"Change management is the most critical feature."
"It is an easy-to-use solution."
"The most valuable feature of this solution is the incident management module."
"Its ITSM approach is quite useful."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"Their analytics need improvement."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"A chat bot needs to be added to the portal."
"We'd like better integration with other products."
"The analytics could be better."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"Freshservice's technical support has issues with delays and translations."
"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."
"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."
"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."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"It is time-consuming to add new users."
"The solution's change management could be better."
"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."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while TOPdesk is ranked 20th in Help Desk Software with 8 reviews. Freshservice is rated 8.0, while TOPdesk is rated 7.8. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas TOPdesk is most compared with ServiceNow, JIRA Service Management, Freshdesk, Zendesk and NinjaOne. See our Freshservice vs. TOPdesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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