Sendbird vs TOPdesk comparison

Sendbird and TOPdesk are both solutions in the Help Desk Software category. Sendbird is ranked #12 with an average rating of 8.1, while TOPdesk is ranked #16 with an average rating of 8.0. Sendbird holds a 0.5% mindshare in HDS, compared to TOPdesk’s 2.2% mindshare. Additionally, 87% of Sendbird users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

Sendbird

Read 7 Sendbird reviews

425 Views
310 Comparison Views

87% willing to recommend

TOPdesk

Read 10 TOPdesk reviews

1,185 Views
936 Comparison Views

84% willing to recommend

Sendbird

TOPdesk

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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: September 2025).

Buyer's Guide

Sendbird vs. TOPdesk

September 2025

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Helped 869,566 peers since 2012

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

Sendbird

Ranking in Help Desk Software

12th

Average Rating

8.2

Reviews Sentiment

5.7

Number of Reviews

Ranking in other categories

Enterprise Social Software (8th)

TOPdesk

Ranking in Help Desk Software

16th

Average Rating

7.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (13th)

Mindshare comparison

As of October 2025, in the Help Desk Software category, the mindshare of Sendbird is 0.5%, up from 0.0% compared to the previous year. The mindshare of TOPdesk is 2.2%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Sendbird	0.5%
TOPdesk	2.2%
Other	97.3%

Help Desk Software

Featured Reviews

Pranay Koley

Junior Software Developer at Weavers Web Solutions Private Limited

Facilitates user communication with rich features

In our company, we are using Sendbird for building a chat feature within our salon application. I am using the Flutter framework to implement the chat feature, which facilitates communication between users and businesses, specifically salon shops There are many useful features with Sendbird. I…

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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.

Read full review

Quotes from Members

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

Pros

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

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

"The backend system was managed by Sendbird, eliminating the need for caching systems or local storage on user devices."

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

"Sendbird is reliable and generally crash-free."

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

"There are many useful features with Sendbird."

"The Sendbird developer portal provides each step, including methods, making it easy to implement."

"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 the reports."

"Its ITSM approach is quite useful."

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

"The most valuable feature of this solution is the incident management module."

"It is an easy-to-use solution."

"TOPdesk is overall very stable."

More TOPdesk pros

Cons

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

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

"More analytics tools could be integrated into Sendbird."

"The documentation for integrating with the Flutter framework is lacking detailed information. Initially, I struggled to connect users and manage tokens for active and offline sessions, which caused frustration."

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

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

"The documentation for integrating with the Flutter framework is lacking detailed information."

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

"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."

"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."

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

"The solution should be made more user-friendly."

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

"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."

More TOPdesk cons

Pricing and Cost Advice

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

"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 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's pricing is reasonable and not expensive."

"Compared to other products in this segment, I think that they are priced well and not too expensive."

"The solution is inexpensive compared to competitors."

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

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

17%

Educational Organization

11%

Manufacturing Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	4
Midsize Enterprise	4

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

Questions from the Community

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 quite high, which prevents us from subscribing before the project completion and use...

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What needs improvement with Sendbird?

The documentation for integrating with the Flutter framework is lacking detailed information. Initially, I struggled to connect users and manage tokens for active and offline sessions, which caused...

See all answers

What is your primary use case for Sendbird?

See all answers

What do you like most about TOPdesk?

The most valuable feature of TOPdesk is the reports.

See all answers

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 the library require many steps instead of simple actions like drag and drop. This...

See all answers

Comparisons

Zendesk vs Sendbird

Compared 100% of the time

More Sendbird Competitors

ServiceNow vs TOPdesk

Compared 35% of the time

JIRA Service Management vs TOPdesk

Compared 19% of the time

Freshdesk vs TOPdesk

Compared 11% of the time

BMC Helix ITSM vs TOPdesk

Compared 6% of the time

Zendesk vs TOPdesk

Compared 6% of the time

More TOPdesk Competitors

Product Reports

Buyer's Guide

Enterprise Social Software

September 2025

Download Sendbird product report

Buyer's Guide

Help Desk Software

September 2025

Download TOPdesk product report

Also Known As

Sendbird Calls, Sendbird Desk

No data available

Overview

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

Excellent service management made easy : Happy customers are the goal of every supporting department. We understand. That’s why we’ve created a solution that helps you improve customer communication, manage workflows and keep track of assets. But above all: our software is simple and attractive. This not only makes it pleasant to use, but also quick to adopt. You’re looking to deliver excellent service from day one – and TOPdesk is here to help. TOPdesk delivers one integrated service platform for IT, FM, HR and other Service departments with a build Self Service Portal, asset management, reporting and integration platform( see also our TOPdesk Marketplace for selection of connectors). Some key features include : Call Management, Incident and Service Request Management, Service Catalogue, Asset & Configuration Management, Problem Management, Change Management, Project Management, Operations Management, Reservations Management, Stock & Order Management, Contract Management and SLA's, Survey Management, Self Service Portal, Form designer, Portal designer, Event & Action Management, Knowlegde Base, Report wizards, Resource Management, Barcode, CAD and Exchange integration TOPdesk helps you streamline your ITIL, Agile, Sox, KCS, ASL/BISL, GDPR compliance Result at our global customer base : 98% customer retention rate 99% of our implementations within budget and timeframe 90% up and running within 3 month NPS score of 35 (4500 cusotmers) 98% customer recommondation score 4,7 score at Gartner Peer Insights Our ecosystem consist of : 4500 customers across 45 countries > 300.000 daily users > 15.000.000 supported end-users 40+ partners What makes TOPdesk unique? • ITIL-based modules for all your service needs: from Ticket and Asset Management to Reservations Management • License based on end users or service agents, whateveris best for you • Unlimited number of assets or self service users • Easy to implement: get up and running quickly • Choose between on-premises or SaaS

TOPdesk

Sample Customers

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

September 2025

Free Report: Sendbird vs. TOPdesk

Find out what your peers are saying about Sendbird vs. TOPdesk and other solutions. Updated: September 2025.

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