We performed a comparison between PagerDuty Operations Cloud and TOPdesk based on real PeerSpot user reviews.
Find out what your peers are saying about PagerDuty, Atlassian, Everbridge and others in IT Alerting and Incident Management."The initial setup is a simple process."
"The inbound integrations that PagerDuty provides with most of the DevOps tools are valuable."
"Alert deduplication and noise reduction for alerts are the major features that I found useful."
"It reduces the amount of white noise. If something comes through, then it will alert somebody. However, if it's a bit of white noise that comes through at night, then it gets dealt with the next day. Everything is visible to everybody. It's not just a single person getting an SMS, then going, "Oh, I'm not going to worry about that." The visibility to everybody on the team is one of the great things about it because it reduces the white noise."
"The most valuable feature is the phone app that allows us to send notifications without the additional fees when sending by SMS or phone calls."
"The product has valuable on-call scheduling, escalation, and incident workflow management features."
"The SMS pages and the mobile application are pretty much the top two features."
"The most valuable features of PagerDuty are customization, access, policies, and different rules regarding the path of escalation. Additionally, it's easy to use and create overrides. For example, if you all are on a call for one week each, but somebody wants to go on PTO, the team needs to swap shifts in PagerDuty. This is easy to do by creating overrides to switch up the set schedules. It's very user-friendly in that aspect. It works well for monitoring and alerting."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"Change management is the most critical feature."
"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 this solution is the incident management module."
"The most valuable feature of TOPdesk is the reports."
"It is an easy-to-use solution."
"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."
"PagerDuty could improve the event orchestration by enhancing features, such as easier condition setup inside the orchestration."
"This solution works best in conjunction with a proper logging system, which can be an additional cost to organizations."
"Something that needs to be improved, is adding multilingual support."
"I am not a direct end user of PagerDuty. It's hard to consider its shortcomings in that sense."
"I would like to see more content in the notification messages; although, that might be a configuration on our end."
"The biggest area for improvement with PagerDuty is noise suppression. There have been a handful of incidents through our use of PagerDuty over the years where one incident may lead to 30 to 50 pages because you're monitoring all these different things, and each thing is an individual page. There should be the ability to set up paging tiers and group correlations between some of the different pages. That is something that would be really valuable. We should be able to say this one page may have a group or a tree of effective other pages that may tier off of it. So, if you see those pages independently, go ahead and alarm, but if you see this plus that, don't do that."
"PagerDuty can improve the integration with Terraform."
"It cannot be integrated with our upgraded Jira system."
"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."
"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."
"It is time-consuming to add new users."
"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."
PagerDuty Operations Cloud is ranked 1st in IT Alerting and Incident Management with 35 reviews while TOPdesk is ranked 21st in Help Desk Software with 8 reviews. PagerDuty Operations Cloud is rated 8.8, while TOPdesk is rated 7.8. The top reviewer of PagerDuty Operations Cloud writes "Effectively generates alerts for incidents, making it suitable for 24/7 monitoring of infrastructure". On the other hand, the top reviewer of TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". PagerDuty Operations Cloud is most compared with Opsgenie, ServiceNow, JIRA Service Management, Splunk On-Call and Everbridge IT Alerting, whereas TOPdesk is most compared with ServiceNow, JIRA Service Management, Freshdesk, Zendesk and NinjaOne.
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