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JIRA Service Management vs TOPdesk Comparison (2026)

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Good recommendations?

JIRA Service Management

TOPdesk

Overview

JIRA Service Management is an AI-based platform that unites teams to deliver exceptional service experiences. It helps managers scale support across IT, HR, engineering, and customer service with customizable help centers, automated workflows, and self-service tools. Featuring virtual agents and integration with Atlassian's teamwork graph, it connects people, work, and goals while reducing disruptions and improving incident resolution.

TOPdesk is a service management platform for busy IT service teams that want to get things done. Packed with features and templates for processes like Incident Management, Asset Management and Change Management, TOPdesk is ready to use and quick to personalize. Our in-house people are here to help.

Platforms supported

Web-based
iPhone app
Android app
Windows Phone app

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Customer support

Phone
Online
Knowledge base
Video tutorials

view more detailsview details

Platforms supported

Web-based
iPhone app
Android app
Windows Phone app

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Customer support

Phone
Online
Knowledge base
Video tutorials

view more detailsview details

Video & Screenshots

Pricing

Starting from

/user

Per month

Free trial available
Credit cardless trial
Free account
Subscription based

Starting from

/user

Per month

Free trial available
Credit cardless trial
Free account
Subscription based

User reviews

4.5

779

444

270

Value for money

Ease of use

Features

Customer support

77%

would recommend this app

4.4

111

Value for money

Ease of use

Features

Customer support

79%

would recommend this app

Pros

“Its workflows are highly configurable, automation is useful for reducing manual ticket handling, and native integration with development teams improves incident, change, and problem-management collaboration.”

Andrew G.

Devops

“Before Jira Service Management, tracking of requests and incident follow-up involved many manual checks, which are now replaced by the queues, SLAs and automated workflows in Jira, allowing me to keep most of the recurring tasks automatically processed and up-to-date.”

Anit S.

Enterprise Architect

“Customer requets sorting and filtering is one of the best feature i have used in helpdesk platforms, before this everything was mixed, now i can prioritize sales requests from our clients.”

Shivam A.

Account relationship manager

Pros

“this is a good GUI for non-technical staff to use for logging tickets and such.”

Peter B.

vCISO

“TOPdesk is a very important tool for managing inquiries and problem solving across a wide range of teams and colleagues.”

Will B.

University Centre Deputy Director

“some competitors also do this but some provide you all functionalityy”

Peter B.

vCISO

Cons

“Also, the pricing can get expensive as your team grows, and the mobile app doesn’t always work as smoothly as the desktop version.”

Arti R.

Software engineer

“The UI is slightly outdated and sometimes it’s confusing why some tasks allow internal notes and not comments.”

Sarah P.

Performance Marketing Manager

“Atlassian's product [sensitive content hidden] seem to have little experience in ticketing jobs, and they focus the development roadmap on less impactful developments like "easier Zoom calls" and leaving out basic functions like ticket splitting and merging.”

Jarosław K.

Director of Support Services

Cons

“The UI is quite complex and cluttered and feels a bit like you're inside a type-writer to write the letter.”

Will B.

University Centre Deputy Director

“The downside to the complexity is that it is somewhat unappealing to look at and use.”

Will B.

University Centre Deputy Director

“That features to connect topdesk with azure are not standard”

Sander d.

Service Manager