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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
14th
Ranking in IT Service Management (ITSM)
12th
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 June 2025, in the Help Desk Software category, the mindshare of JIRA Service Management is 9.0%, down from 12.3% compared to the previous year. The mindshare of TOPdesk is 2.1%, up from 1.6% 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

"The platform is easy to use."
"We have found the issue type feature particularly valuable, as it provides an out-of-the-box solution that aligns with our needs."
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"The visibility features are great."
"The most valuable feature of Jira is that it is free of cost, which is a significant advantage."
"This is a flexible tool for logging and tracking issues efficiently."
"Its ITSM approach is quite useful."
"It is an easy-to-use solution."
"The most valuable feature of TOPdesk is the reports."
"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 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."
 

Cons

"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."
"The solution needs to be integrated better with Office X5."
"The product does not allow customization of reports."
"There is room for improvement in the user interface and the queues."
"Cost has prohibited us from switching entirely to this solution."
"Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install."
"This solution lacks features for project management."
"If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."
"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."
"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."
"The solution's change management could be better."
"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."
"It is time-consuming to add new users."
"An operator is also a user but requires creating two different records."
 

Pricing and Cost Advice

"The price of the solution is becoming expensive and it should be reduced."
"We need a license because we have a higher number than the free part."
"The pricing is free for us because we are an associate partner for the product."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"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."
"For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."
"The cost has recently increased. It might be around $20 to $25 per user license."
"The price for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable."
"The solution is inexpensive compared to competitors."
"Compared to other products in this segment, I think that they are priced well and not too 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."
"TOPdesk's pricing is cheaper than Jira's."
"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."
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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
19%
Financial Services Firm
11%
Manufacturing Company
9%
Government
6%
Educational Organization
33%
Computer Software Company
15%
Manufacturing Company
6%
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: May 2025.
858,327 professionals have used our research since 2012.