TOPdesk vs Zoho Desk comparison

Why PeerSpot?

TOPdesk and Zoho are both solutions in the Help Desk Software category. TOPdesk is ranked #18 with an average rating of 6.0, while Zoho is ranked #19 with an average rating of 6.0. Additionally, 84% of TOPdesk users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

TOPdesk and Zoho Desk are competitors in the helpdesk software market. Each offers distinct features, with TOPdesk excelling in support features and ease of use, while Zoho Desk leads with its automation capabilities and customizability for tailored customer solutions.

Features:TOPdesk offers a self-service portal, integrated asset management, and incident management for a comprehensive service and facility management approach. Zoho Desk provides strong automation, multichannel support, and analytics to streamline operations and enhance customer interactions.

Room for Improvement:TOPdesk could improve its reporting features and enhance its facility management integration. It may also benefit from more robust customization options. Zoho Desk could enhance its IT management capabilities and offer more intuitive interfaces. Expanding integration options beyond the Zoho ecosystem would also add value.

Ease of Deployment and Customer Service:TOPdesk ensures straightforward deployment with extensive IT service management resources and dedicated service teams. Zoho Desk's cloud-based deployment emphasizes scalability and seamless integration into the Zoho applications suite, with responsive support channels for dynamic environments.

Pricing and ROI:TOPdesk typically incurs a higher initial setup cost, offset by its comprehensive features and long-term benefits. Zoho Desk provides competitive pricing with scalable plans, optimizing ROI by offering cost-effective solutions that favor scalability and immediate value. Zoho Desk allows gradual growth through its tiered pricing strategy.

To learn more, read our detailed TOPdesk vs. Zoho Desk Report (Updated: November 2026).

Buyer's Guide

TOPdesk vs. Zoho Desk

November 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

Nadeem K.

Rpa Developer at a consultancy with 11-50 employees

Automation has freed teams from repetitive finance and supply tasks and supports global operations

In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.

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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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JoseJunior3

Advisor at a tech services company with 11-50 employees

Efficient integration enhances customer insights and communication

The integration between Zoho CRM, Zoho Desk, and Zoho Projects is very good. One of the key features of Zoho CRM is the ability to record telephone calls using AI. The AI tool, Tele Zia, translates calls into bullet points, providing insights such as when to send emails or contact the customer based on previous conversations.

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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

"MetaBot is the most valuable feature. Other products have robotic functionality but MetaBot is a kind of functionality by which code is created... so business users who do not have coding knowledge can drag and drop."

"Automation Anywhere's error handling is its most valuable feature. It sends you an email when there's an error and helps you find the cause quickly. It walks you through exactly how you should handle it."

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

"Within one minute we can view more than one thousand students and their results."

"The saving of efforts within my project has been to the tune of 20% as of now and I am sure that it will improve as we explore the tool more and automate many more processes."

"It has saved us a lot of hours, manual effort, and we can focus on more important tasks, which helps us with our ROI."

"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."

"We are getting massive efficiencies across our back office, internally."

More Automation Anywhere pros

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

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

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

"Its ITSM approach is quite useful."

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

"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."

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

More TOPdesk pros

"The integration part is a valuable feature in the solution, especially if we're talking about Zoho One solution. Zoho Desk is easy to integrate with Zoho platform."

"You can use the solution anywhere, anytime, even on mobile phones, and it is capable of supporting a lot of users while remaining quite stable."

"The most valuable feature of Zoho Desk is the parent and child task management feature."

"The ticketing feature is very easy to use, compared to other systems."

"The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it."

"It is a scalable platform."

"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."

"The initial setup is easy."

More Zoho Desk pros

Cons

"I am looking for artificial intelligence and machine learning. I hope that they introduce them in A2019."

"The GUI can be improved by making it more user-friendly."

"In Automation Anywhere, the logging process is manual. We have to manually log each instance where the bot fails or the progress of a task. Automating this through a new feature would help developers simplify their development process."

"However, if documents are scanned and not clear, the accuracy is not up to the mark."

"The initial setup is difficult because Automation Anywhere does not have a GitHub integration. They need to build a patch for that."

"IQ Bot has been changed and enhanced for Automation Anywhere, but the accuracy is still not optimal."

"There have been many instances, particularly in my previous organization where we did a lot of development in Automation Anywhere, catering to clients like CPA firms in America, where we raised tickets for solutions but did not always find a satisfactory resolution, despite connecting over a call."

"We have had some difficulty with ease of use. In addition, we have had some difficulties getting it to interact in predictable ways with our in-house software."

More Automation Anywhere cons

"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."

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

"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."

"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."

"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."

More TOPdesk cons

"There is room for improvement with the pricing."

"It could be easier to link Zoho Desk and Outlook."

"Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers."

"Could have slightly better integration between additional functionalities in the Zoho desk."

"Zoho Desk needs to be enhanced to support IT service management policies."

"The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side."

"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."

"Zoho Desk should provide more integrations and improve the Zoho project integration."

More Zoho Desk cons

Pricing and Cost Advice

"The cost for scalability is much cheaper than developing a new system."

"Our annual licensing costs for the entire company are $100,000."

"Pricing is affordable and I would recommend beginning with the Starter Package."

"I believe it is $10,000 for Bot Creator."

"Automation Anywhere falls within a mid-range price point when compared to other RPA tools on the market."

"It looks like it will be right around $115,000, not counting IQ Bot, which we won't renew until later."

"AA comes at a more affordable price than the other tools."

"We are not receiving the right information about their features, e.g. Automation Anywhere University, or anything that they are selling. They need to improve their documentation."

More Automation Anywhere pricing and cost advice

"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."

"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."

"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."

"Price-wise, Zoho Desk is about 35 USD a month per user."

"Zoho Desk is a cost-effective solution."

"The solution costs INR 8400 per user."

"The solution is relatively cheap. However, there are additional licensing fees involved."

"Regarding pricing, it's 35 USD per user a year and 45 USD per user a month. Under the price, I have access to all Zoho products since it all falls under Zoho One's package."

"For what it does, it's quite cheap."

"The product costs $10 to $25 per user per month."

"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."

More Zoho Desk pricing and cost advice

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920,939 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Outsourcing Company

12%

Manufacturing Company

10%

Financial Services Firm

Healthcare Company

Manufacturing Company

18%

Construction Company

13%

Outsourcing Company

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	565

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

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	2
Large Enterprise	1

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 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...

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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...

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What advice do you have for others considering TOPdesk?

The overall solution rating I would give Topdesk is a six. Whether I would recommend the product would depend on the ...

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What is your experience regarding pricing and costs for Zoho Desk?

The pricing in Brazil is complicated due to the high exchange rate, with one dollar equaling six reais. Altasnet has ...

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What needs improvement with Zoho Desk?

Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with mul...

See all answers

What is your primary use case for Zoho Desk?

We use Zoho Desk ( /products/zoho-desk-reviews ) for support tickets. We have a web interface where each customer can...

See all answers

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Compared 7% of the time

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Compared 6% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

November 2026

Download Automation Anywhere product report

Buyer's Guide

Help Desk Software

October 2026

Download TOPdesk product report

Buyer's Guide

Zoho Desk

October 2026

Download Zoho Desk product report

Also Known As

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

No data available

Interactive Demo

Automation Anywhere

Demo not available

TOPdesk

Demo not available

Zoho

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

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

Zoho Desk offers a user-friendly platform with customizable features that integrate seamlessly with other systems. It supports mobile access, automation, and comprehensive ticketing, making it suitable for managing customer engagement efficiently and providing flexible pricing options.

Zoho Desk is designed to enhance customer support operations with a robust ticketing system and an intuitive interface that facilitates easy configuration and extensive integrations. It supports multi-channel communication including chat, calls, and social media, providing tools to manage customer interactions seamlessly. Users benefit from AI-driven insights and team productivity tracking, which helps in managing service-level agreements and enhancing support efficiency. Though praised for its features, improvement areas include better integration capabilities, more knowledgeable tech support, improved IT service management, and more flexible customization options. Concerns about pricing, lack of lookup fields, and missing features like night mode are also noted. Organizations use it to consolidate inquiries from email and social media and integrate CRM systems for improved customer interactions and issue tracking.

What are the key features of Zoho Desk?

Customizable Features: Tailors to unique business needs with flexibility.
Mobile Access: Provides support on the go through mobile applications.
Automation: Streamlines tasks and automates support workflows.
AI-Driven Insights: Offers data-driven decision-making capabilities.
Multi-Channel Support: Facilitates interactions through chat, email, and social media.
Integration Capabilities: Seamlessly connects with CRM and other platforms.
Team Productivity Tracking: Monitors and enhances team performance.

What benefits can users expect from Zoho Desk?

Improved Customer Engagement: Enhances interaction handling and communication.
Efficient Ticket Management: Simplifies logging and tracking support issues.
Flexible Pricing Options: Offers tiered options to suit different business sizes.
Seamless CRM Integration: Integrates effortlessly with customer relationship management systems.
Robust Analytics: Provides insightful data for strategic planning.

Zoho Desk is extensively implemented in industries that focus on comprehensive customer support. Companies leverage its multi-channel support to handle emails, social media, and other channels effectively. It is frequently used in tech and service industries to track issues, manage SLAs, and enhance asset management processes. The integration with CRM systems allows businesses to align support operations with sales and service strategies.

Zoho

Sample Customers

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

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.

Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket

Buyer's Guide

TOPdesk vs. Zoho Desk

November 2026

Free Report: TOPdesk vs. Zoho Desk

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