TOPdesk vs Zendesk comparison

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TOPdesk

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Executive SummaryUpdated on Nov 3, 2024

TOPdesk and Zendesk compete in the IT service management market. While TOPdesk is favored for its cost-effectiveness and support, Zendesk is noted for its extensive features, justifying its higher price.

Features: TOPdesk offers integrated asset management, a self-service portal, and effective internal IT service management, making it suitable for organizations focusing on internal processes. Zendesk provides advanced ticketing, workflow automation, and seamless third-party integrations, catering to a broader range of industries.

Room for Improvement: TOPdesk could enhance its reporting capabilities, expand its integration options, and simplify its ITSM processes. Zendesk might benefit from reducing the complexity of its learning curve, improving cost transparency, and refining user interface customizations.

Ease of Deployment and Customer Service: TOPdesk is praised for its straightforward deployment and efficient customer service, often leading to quicker setup and easier adoption. Zendesk's cloud-based model minimizes internal infrastructure needs, providing extensive support resources despite requiring more time to master its functionalities.

Pricing and ROI: TOPdesk provides a competitive pricing model with lower setup costs, offering a strong return on investment for cost-conscious businesses. While Zendesk has higher pricing, reflecting its broad feature set, the investment often results in high ROI through increased efficiency and customer satisfaction.

To learn more, read our detailed TOPdesk vs. Zendesk Report (Updated: September 2025).

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TOPdesk vs. Zendesk

September 2025

Helped 867,445 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

TOPdesk

Ranking in Help Desk Software

17th

Ranking in IT Service Management (ITSM)

14th

Average Rating

7.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in Help Desk Software

8th

Ranking in IT Service Management (ITSM)

8th

Average Rating

8.2

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (6th), CRM (17th), Sales Force Automation (9th), Reporting (15th), Knowledge Management Software (5th), Community Platforms (2nd)

Mindshare comparison

As of September 2025, in the Help Desk Software category, the mindshare of TOPdesk is 2.2%, up from 1.6% compared to the previous year. The mindshare of Zendesk is 4.5%, up from 4.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Zendesk	4.5%
TOPdesk	2.2%
Other	93.3%

Help Desk Software

Featured Reviews

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

JohanSkibdahl

CEO at Etcetera Networks

Automating customer support with advanced AI capabilities and seamless communication

Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo, enhancing our workflows.

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

"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."

"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."

"TOPdesk is overall very stable."

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

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

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

More TOPdesk pros

"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."

"Zendesk Support has a lot of good APIs."

"Zendesk has been invaluable in automating communications such as email and phone calls."

"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."

"We rarely had issues with Zendesk."

"The stability has been very good."

"The most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes."

"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."

More Zendesk pros

Cons

"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."

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

"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."

"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."

"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."

"It is time-consuming to add new users."

More TOPdesk cons

"They have something called Zendesk Explore, which isn't as good as what they had in place previously."

"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."

"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."

"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."

"The solution could integrate better with QR codes from some websites such as Facebook."

"The price of the solution should be reduced."

"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."

"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."

More Zendesk cons

Pricing and Cost Advice

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

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

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

"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 is inexpensive compared to competitors."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

"The price is very competitive."

"From what I hear, Zendesk's pricing is a little expensive."

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Top Industries

By visitors reading reviews

Computer Software Company

18%

Educational Organization

10%

Manufacturing Company

Healthcare Company

Computer Software Company

22%

Manufacturing Company

Educational Organization

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

By reviewers
Company Size	Count
Small Business	29
Midsize Enterprise	20
Large Enterprise	11

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...

What do you like most about Zendesk Support?

I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...

What is your experience regarding pricing and costs for Zendesk Support?

Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for money.

What needs improvement with Zendesk Support?

I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI. I know many CRM tools are already on the way to do that.

JIRA Service Management vs TOPdesk

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Freshdesk vs TOPdesk

Compared 12% of the time

BMC Helix ITSM vs TOPdesk

Compared 7% of the time

Salesforce Service Cloud vs TOPdesk

Compared 5% of the time

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ServiceNow vs Zendesk

Compared 14% of the time

JIRA Service Management vs Zendesk

Compared 6% of the time

BMC Helix ITSM vs Zendesk

Compared 5% of the time

Freshservice vs Zendesk

Compared 5% of the time

PagerDuty Operations Cloud vs Zendesk

Compared 5% of the time

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Product Reports

Download TOPdesk product report

Help Desk Software

September 2025

Download Zendesk product report

August 2025

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

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

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Sample Customers

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.

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber