We performed a comparison between Kayako and TOPdesk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."
"It is an easy-to-use solution."
"Change management is the most critical feature."
"The most valuable feature of TOPdesk is the reports."
"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 this solution is the incident management module."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"Its ITSM approach is quite useful."
"Some of the reporting in Kayako could be improved. It only has two levels of classification and if there were additional levels added for reporting purposes it would be awesome for our environment."
"An operator is also a user but requires creating two different records."
"It is time-consuming to add new users."
"The solution's change management could be better."
"Change management implementation, facility management, and making reservations on assets can be improved."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"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."
"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."
Earn 20 points
Kayako is ranked 43rd in Help Desk Software while TOPdesk is ranked 21st in Help Desk Software with 8 reviews. Kayako is rated 8.0, while TOPdesk is rated 7.8. The top reviewer of Kayako writes "Flexible, straightforward implementation, and helpful support". On the other hand, the top reviewer of TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". Kayako is most compared with , whereas TOPdesk is most compared with ServiceNow, Freshdesk, JIRA Service Management, Zendesk and NinjaOne.
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