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JIRA Service Management vs TOPdesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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

JIRA Service Management
Ranking in Help Desk Software
2nd
Ranking in IT Service Management (ITSM)
2nd
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
86
Ranking in other categories
No ranking in other categories
TOPdesk
Ranking in Help Desk Software
17th
Ranking in IT Service Management (ITSM)
15th
Average Rating
7.8
Reviews Sentiment
6.7
Number of Reviews
10
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of July 2025, in the Help Desk Software category, the mindshare of JIRA Service Management is 8.7%, down from 12.2% compared to the previous year. The mindshare of TOPdesk is 2.2%, up from 1.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Q&A Highlights

it_user231321 - PeerSpot reviewer
May 28, 2015
 

Featured Reviews

Karim Yousef - PeerSpot reviewer
Efficiently track and document projects with seamless tool integration
We are a management warehouse that provides services to different customers in different sectors. Primarily, we serve the banking sector and the military sector. We manage all the software delivery projects through tools such as JIRA Service Management or TFS Confluence is a great tool for…
Martina Peneva - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"This is the most complete and versatile enterprise task management product and issue tracker."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"Great to be able to create customized forms."
"Confluence is a great tool for documentation and tracking."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"The most valuable feature of the solution is the ticketing feature."
"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."
"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."
"Its ITSM approach is quite useful."
"TOPdesk is overall very stable."
"The most valuable feature of this solution is the incident management module."
"It is an easy-to-use solution."
 

Cons

"We faced challenges with integration for different frameworks like TestComplete."
"Lacks an interface where the customer can report issues."
"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
"Jira Service Management should be more user-friendly."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."
"The interface could be made easier to use. While it is not the worst, there is still room for improvement."
"One thing I would suggest is that before we create an epic, we mention the required stories in its description. Then AI could directly create those stories instead of doing it manually inside the table, so that integration can occur."
"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's change management could be better."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"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."
"The solution should be made more user-friendly."
"An operator is also a user but requires creating two different records."
"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."
 

Pricing and Cost Advice

"I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."
"Jira Service Management has affordable license fees. It's $12 a month per person."
"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
"Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning."
"The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian."
"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
"The price of JIRA Service Management could be reduced."
"It depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing."
"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."
"TOPdesk's pricing is cheaper than Jira's."
"The solution is inexpensive compared to competitors."
"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."
"Compared to other products in this segment, I think that they are priced well and not too expensive."
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Answers from the Community

it_user231321 - PeerSpot reviewer
May 28, 2015
May 28, 2015
@Dirk - Have you made a final decision about moving to JIRA? Anything you can share with the community? Thanks!
2 out of 12 answers
it_user214275 - PeerSpot reviewer
Apr 29, 2015
Here we use BMC Remedy but this software is very expensive and involves 6 months or more of training. You may want to consider JIRA which seems to be low cost and you can obtain a free trial package. Please see link: http://blogs.atlassian.com/2015/01/top-5-reasons-choose-jira-service-desk-competition/ for more information. Top Desk seems to be very large such as BMC Remedy. See link: http://www.topdesk.com/us/ for a free trial. I would test each one out and see which one performs the best through ease of use. With 5,000 personnel to support, you want something that works, cost less, and is easy to use.
it_user221322 - PeerSpot reviewer
Apr 29, 2015
Hi Russell I don't have any experience with Jira help desk. So my help is limited Jira is an "help desk" and top desk is an service management solution. Huge difference in the two solutions. But it depends of the need which tool are best for them Good luck Br Thomas Sendt fra min iPhone
 

Top Industries

By visitors reading reviews
Computer Software Company
18%
Financial Services Firm
10%
Manufacturing Company
8%
Government
6%
Educational Organization
25%
Computer Software Company
15%
Manufacturing Company
7%
Financial Services Firm
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about TOPdesk?
The most valuable feature of TOPdesk is the reports.
What is your experience regarding pricing and costs for TOPdesk?
The solution's pricing is reasonable and not expensive.
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...
 

Also Known As

JIRA Service Desk
No data available
 

Overview

 

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
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.
Find out what your peers are saying about JIRA Service Management vs. TOPdesk and other solutions. Updated: July 2025.
861,390 professionals have used our research since 2012.