Sendbird vs TOPdesk comparison

Sendbird and TOPdesk are both solutions in the Help Desk Software category. Sendbird is ranked #9 with an average rating of 8.3, while TOPdesk is ranked #20 with an average rating of 6.0. Additionally, 92% of Sendbird users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

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Executive SummaryUpdated on Dec 1, 2024

TOPdesk and Sendbird are competing in customer support solutions, addressing different needs. TOPdesk is advantageous for cost-effectiveness with strong pricing and support, while Sendbird leads with robust features that justify its premium pricing.

Features: TOPdesk focuses on service desk efficiency, offering ticket management, self-service capabilities, and change management. Sendbird stands out with its communication APIs, supporting real-time chat, file transfer capabilities, and typing indicators for enhanced interaction.

Room for Improvement: TOPdesk could enhance its reporting module and expand its ITSM approach. The call module and service level management could also benefit from further refinement. Sendbird's main areas for improvement include scalability for larger enterprises, enriched analytics, and simplifying its integration processes for faster deployment.

Ease of Deployment and Customer Service: TOPdesk offers straightforward deployment, appreciated for its simplicity and dedicated customer support. Sendbird requires more complex deployment but provides thorough technical guidance and support, ideal for enterprises needing extensive integration.

Pricing and ROI: TOPdesk generally features a lower setup cost, delivering favorable ROI for affordable solutions. Sendbird's higher setup costs mirror its extensive feature set and provide significant ROI for organizations maximizing its communication capabilities.

To learn more, read our detailed Sendbird vs. TOPdesk Report (Updated: June 2026).

Buyer's Guide

Sendbird vs. TOPdesk

June 2026

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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

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Shadrach Godwish Chukwu

SDR and Workflow Automation Specialist at a tech services company with 11-50 employees

Organized real-time customer chats have improved support efficiency and response handling

One thing I found unique about Sendbird is how smooth the real-time chat feels. It does not feel delayed or clunky. Conversations flow naturally, as though you are talking to someone in real time. If I could improve one thing, I would add more built-in analytics around conversations, such as clearer insights on response times, common issues, and agent performance. That would make it much easier to optimize support without relying on external tools. One improvement I see for Sendbird would be more flexibility in customizing the chat interface, especially around how conversations are displayed for agents. Sometimes, when handling multiple chats, having better layout controls or quick filters would make it much easier to stay organized. I also would appreciate more built-in analytics inside the platform itself, such as clearer breakdowns of response times, chat resolution rates, and common customer issues. Right now, you often need external tools to get that level of insights. Overall, it works very well, but those improvements would make the day-to-day support work much smoother and much more efficient.

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Martina Peneva

People Technology Lead at Scandinavian Tobacco Group

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.

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Quotes from Members

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

Pros

"It has the ability to tag different components within the automation. We built it to track the ROI and stability of the product."

"It is quite strong in the unattended space."

"Basically, to be frank, most of the features are awesome."

"The best features of Automation Anywhere are having a user-friendly interface and the ability to integrate AI, and APIs and services like OpenAI's ChatGPT can be integrated, enhancing its functionality."

"Object Cloning is the most valuable feature I have found for automating a website or a process that includes multiple mouse clicks."

"Document Automation is a game changer. Earlier, with IQ Bot, we achieved partial automation—around 80% of the process was automated. With GenAI and Google Vision OCR now integrated into Document Automation, end-to-end automation is achievable, even with unstructured documents."

"Our clients are always happy with the product and its performance."

"The ability to customize added automation to a lot of situations where human judgment and interpretation are not required."

More Automation Anywhere pros

"Sendbird is very flexible, and they have made great strides towards optimization."

"Sendbird has positively impacted my organization because we do not have to build custom chatbots with code, and we could do no-code deployment, which is simply straightforward."

"Sendbird provides many features for real-time messaging, such as receipt ID and typing indicators."

"Sendbird is a very strong, reliable tool when it comes to real-time communications."

"Sendbird is really valuable because I was able to create a chat from scratch in two to three days and a custom chat in a week by implementing things from scratch."

"Features similar to WhatsApp, such as online and offline statuses, message reactions, and replies, add significant value."

"Overall, Sendbird is a solid choice if you are looking for a reliable, scalable chat solution without the overhead of building and maintaining your own messaging infrastructure."

"The most valuable feature for us, besides chat, was file transfer, as we used it for sending files and images in chats."

More Sendbird pros

"The most valuable feature of TOPdesk is the reports."

"Its ITSM approach is quite useful."

"Technical support is great and we have not had any issues with them."

"TOPdesk is overall very stable."

"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."

"The most valuable feature of the solution is the ticketing feature."

"As we have moved to an off-premises deployment, we get regular updates."

"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."

More TOPdesk pros

Cons

"The customization feature should be made more user-friendly in order to enable the use of external reference components."

"The biggest issue was that the new license required upgraded hardware infrastructure so we were getting all new tech stuff procured which meant that we were getting updated RAMs and things like that. Getting the licenses was easier but building the infrastructure which was required to support the new version was difficult."

"Automation Anywhere can be improved in certain areas specified in the cognitive zone where the information needs better OCR Engine + Machine Learning capabilities. Also, they can improve on the System Identified region function of the IQ Bot - Our team faced a tough time in handling that as we were not able to assign variable to System Identified Region as the IQ Bot tool wasn't allowing it."

"The only reason I wouldn't rate it higher is because a COE Manager still not getting the full benefit from it and because the premium is a little bit expensive."

"They are already working on this: The boom of generative AI, the next-gen technologies, including advanced AI and ML technologies, are in the roadmap. I would like to see more and more AI integration and a bit more analytics. That would be great."

"Automation Anywhere's current requirement for upfront annual payments limits flexibility for customers."

"I haven't gone deep in the tool, but so far it looks good."

"We have still not explored Automation Anywhere to its full potential, so I will restrict myself from commenting on improvement areas at this time."

More Automation Anywhere cons

"Sendbird can be improved by looking into the app ID and improvements on a daily basis."

"At times, there are unexpected behaviors where the documentation suggests something different from how the SDK actually behaves, requiring us to create workarounds."

"For Sendbird to be improved, I would say creating more multi-platform SDKs is essential."

"A major issue was the requirement for a separate connection to Sendbird, resulting in a delay when initiating the chat."

"Their pricing is very high compared to competitors, which is a concern for us."

"More analytics tools could be integrated into Sendbird."

"Impersonating a user or using a template user to send messages for development purposes would be very useful."

"I thought that there should be the audio and the video call functionality as well."

More Sendbird cons

"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."

"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."

"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

"In some fields, it's just not good enough."

"Change management implementation, facility management, and making reservations on assets can be improved."

"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."

"An operator is also a user but requires creating two different records."

More TOPdesk cons

Pricing and Cost Advice

"We save 34,000 hours of time per year and have recouped up to $6000 in lost revenue."

"Complaints are generally about the cost of IQ Bot, which is higher than its competitors. The base model’s pricing is comparable to other platforms with attended, unattended, and IDP capabilities as well."

"We're paying a monthly subscription fee for the bot and for services. There are no additional costs beyond the standard licensing fee."

"We would like them to change the license model of charging per bot."

"Automation Anywhere is reasonably priced because it can sustain us for a long period."

"The control room access gives the ability to create different roles, which helps when purchasing additional licensing."

"I am using that Automation Anywhere Master Certification for version 11. Recently, this has been updated in Automation Anywhere University. Until this month, it's free to use. There are no charges. That's why I would like to complete it this month."

"In terms of monetary savings, we automated a bot in three days that has saved us $30,000 in costs."

More Automation Anywhere pricing and cost advice

"There is a starter plan for $399 per month, and a pro plan for $799 dollars."

"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."

"The solution is inexpensive compared to competitors."

"TOPdesk's pricing is cheaper than Jira's."

"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."

"The solution's pricing is reasonable and not expensive."

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Construction Company

12%

Manufacturing Company

11%

Computer Software Company

Construction Company

22%

Manufacturing Company

17%

Financial Services Firm

Media Company

Outsourcing Company

11%

Manufacturing Company

10%

Educational Organization

10%

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	83
Large Enterprise	551

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	5
Large Enterprise	3

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	7

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

What is your experience regarding pricing and costs for Sendbird?

Testing Sendbird is challenging due to the trial limitations of only one hundred users. The subscription cost is quit...

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What needs improvement with Sendbird?

One thing I found unique about Sendbird is how smooth the real-time chat feels. It does not feel delayed or clunky. C...

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What is your primary use case for Sendbird?

I have been using Sendbird for approximately two years. I have been using Sendbird mainly for customer communication ...

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What is your experience regarding pricing and costs for TOPdesk?

The solution's pricing is reasonable and not expensive.

See all answers

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 t...

See all answers

What is your primary use case for TOPdesk?

I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a parti...

See all answers

Comparisons

UiPath Platform vs Automation Anywhere

Compared 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 10% of the time

Blue Prism vs Automation Anywhere

Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

Celonis vs Automation Anywhere

Compared 2% of the time

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Atera vs Sendbird

Compared 18% of the time

Jamf School vs Sendbird

Compared 14% of the time

Vinculum Solutions VIN PIM Product Information Management vs Sendbird

Compared 11% of the time

Zendesk vs Sendbird

Compared 9% of the time

Microsoft Teams vs Sendbird

Compared 9% of the time

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ServiceNow vs TOPdesk

Compared 13% of the time

JIRA Service Management vs TOPdesk

Compared 9% of the time

LiveChat vs TOPdesk

Compared 6% of the time

ProProfs Help Desk vs TOPdesk

Compared 4% of the time

BMC Helix ITSM vs TOPdesk

Compared 4% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

Sendbird

June 2026

Download Sendbird product report

Buyer's Guide

Help Desk Software

May 2026

Download TOPdesk product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Sendbird Calls, Sendbird Desk

No data available

Interactive Demo

Automation Anywhere

Demo not available

Sendbird

Demo not available

TOPdesk

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Sendbird offers scalable, API-driven chat features tailored for real-time messaging, supporting ease of integration and robust developer tools.

Sendbird is known for its scalability in managing extensive chat groups and API-based operations, complemented by an effective developer portal. It offers real-time messaging with features like file transfer, receipt IDs, typing indicators, and message reactions, all enhancing communication. The platform optimizes reliability through metadata and online/offline messaging capabilities. However, users experience challenges with SDK connection delays, URL thumbnail generation, and message display, particularly during version transitions. Concerns about pricing, support, and documentation quality, as well as the absence of audio/video calls and analytics tools, are mentioned.

What are Sendbird's most noteworthy features?

API-Based Approach: Offers seamless integration for various app functionalities.
Real-Time Messaging: Facilitates file transfer, typing indicators, and message reactions.
Scalability: Supports large chat groups with robust management capabilities.
Developer Portal: Provides comprehensive tools for customization and optimization.

What should users expect in terms of benefits and ROI?

Efficiency in Communication: Chat room management enhances user interaction.
Reliability: Provides optimized messaging capabilities even with high user loads.
Scalability: Grows with business needs, handling expansive communication requirements.
Versatile Applications: Supports sector-specific implementations like healthcare and travel.

Sendbird is implemented across industries for chat functionality. In travel, it connects users with flight attendants; in business, it facilitates customer interactions. Healthcare utilizes it for patient-doctor consultations. Social media and real-time applications employ it for chats and video calls, optimizing communication in mobile apps and enhancing user and business interactions in salon applications.

Sendbird

TOPdesk enhances ITSM with valuable features like change management and incident management. Its modules support service level and asset management. Users find its interface effective for ticket handling and request escalation.

TOPdesk primarily supports IT service management across organizations, facilitating the complete ITSM lifecycle. It offers modules for change, incident, and configuration management, along with features for ticketing and asset management. The service management capabilities extend to HR, helping employees raise tickets efficiently. Some organizations utilize it for onboarding, offboarding, and maintaining a knowledge library. It addresses needs in project management and financial approvals.

What Are The Key Features of TOPdesk?

Change Management: Streamlines processes necessary for IT changes.
Incident Management: Ensures issues are tracked and resolved promptly.
Reporting Modules: Offers metrics on service performance.
Call Module: Manages customer interactions effectively.
Service Level Management: Monitors and maintains service quality.
Asset Management: Tracks and manages organizational assets.
Reservation Management: Simplifies resource reservations.
Ticketing Feature: Enhances departmental collaboration.
Knowledge Library: Facilitates information sharing across teams.

What Benefits Should Users Look For?

Improved Collaboration: Enhances communication across IT and HR.
Comprehensive ITSM Support: Covers incident, change, and configuration.
Streamlined Onboarding: Supports seamless integration for new employees.
Enhanced Project Management: Assists in managing extensive projects.
Efficient Request Handling: Simplifies ticket management processes.
Informed Decision-Making: Provides insightful reporting data.

TOPdesk is widely used in diverse sectors for ITSM. Organizations employ it for lifecycle management of IT services, leveraging its change and configuration modules. It aids HR departments in managing service requests and employee transitions, providing valuable support in IT and project management.

TOPdesk

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Information Not Available

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.

Buyer's Guide

Sendbird vs. TOPdesk

June 2026

Free Report: Sendbird vs. TOPdesk

Find out what your peers are saying about Sendbird vs. TOPdesk and other solutions. Updated: June 2026.

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