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ManageEngine ServiceDesk Plus vs TOPdesk Comparison

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Overview

Category Leaders

ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises to...

TOPdesk is a service management platform for busy IT service teams that want to get things done. Packed with features and...

  • 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
  • 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

Video & Screenshots

Pricing

Starting from

16

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

66

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.4

207

5

4

3

2

1

116

67

16

5

3

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

4.4

88

5

4

3

2

1

44

37

6

1

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
96%
would recommend this app

Pros

This works like a charm and even users with little computerexperience can create tickets. Also the solutions part of servicedesk is awesome.
It gives the chance to create tickets with greater level of detail and that makes the time to resolution quicker, with less re-opened tickets and increased user satisfaction.
User friendly and I am getting what exact output I want. Especially with SDP I just love it the way it is designed and the outputs are just awesome.

Pros

This is very easy to check and improve your own services. I enjoy working with TOPdesk with great pleasure and ease.
This has been a great innovation and development. Great customer support, which is really important.
This product is constantly under development and it's great that they actively encourage their customers to help in its development.

Cons

Software does have occasional hiccups and glitches, but the worst part is their support. It declined so much over the years that it's unbearable now.
Remote project management does not work for all platforms. Another disadvantage is that the software needs frequent updates.
Then sales contacts you a few days later. The sales person was rude and refused to renew our free license because I refused to buy any of the paid add ons or for a support license.

Cons

They lack a lot of features and functionalities that I grew used to with our old ticketing system.
Also, creating workflow-based email prompts consumes much time and delays work for a couple of weeks. The events and actions modules are sometimes frustrating especially when triggers do not work.
Mass manipulation of tickets is lacking. You can only mark tickets as completed or closed in their system, you cannot transfer to a operator/operator group on mass, or mass categorize.
  • Vendor responds to reviews
  • Last review3 months ago
  • Vendor responds to reviews
  • Last review3 months ago

Key features

  • Total features79
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Availability Management
  • Barcode/Ticket Scanning
  • Barcoding/RFID
  • CMDB
  • CRM
  • Calendar Management
  • Calibration Management
  • Call Center Management
  • Call Routing
  • Capacity Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Check-in/Check-out
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communications Management
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Customer Complaint Tracking
  • Customer History
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Depreciation Management
  • Disposal Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Equipment Maintenance
  • Event Triggered Actions
  • Facility Asset Management
  • Feedback Management
  • Fixed Asset Management
  • For Schools
  • Forms Management
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Incident Management
  • Incident Management
  • Incident Reporting
  • Inspection Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Key & Lock Management
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Location Tracking
  • Macros/Templated Responses
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Location
  • Performance Metrics
  • Predictive Maintenance
  • Preventive Maintenance
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Projections
  • Purchase Order Management
  • Real-Time Chat
  • Real-Time Notifications
  • Real-Time Reporting
  • Recurring Issues
  • Release Management
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Role-Based Permissions
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Safety Incident Management
  • Scheduled/Automated Reports
  • Scheduling
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Service Request Management
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Technician Management
  • Third-Party Integrations
  • Visitor Management
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management
  • Total features120
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Availability Management
  • Barcode/Ticket Scanning
  • Barcoding/RFID
  • CMDB
  • CRM
  • Calendar Management
  • Calibration Management
  • Call Center Management
  • Call Routing
  • Capacity Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Check-in/Check-out
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communications Management
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Customer Complaint Tracking
  • Customer History
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Depreciation Management
  • Disposal Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Equipment Maintenance
  • Event Triggered Actions
  • Facility Asset Management
  • Feedback Management
  • Fixed Asset Management
  • For Schools
  • Forms Management
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Incident Management
  • Incident Management
  • Incident Reporting
  • Inspection Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Key & Lock Management
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Location Tracking
  • Macros/Templated Responses
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Location
  • Performance Metrics
  • Predictive Maintenance
  • Preventive Maintenance
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Projections
  • Purchase Order Management
  • Real-Time Chat
  • Real-Time Notifications
  • Real-Time Reporting
  • Recurring Issues
  • Release Management
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Role-Based Permissions
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Safety Incident Management
  • Scheduled/Automated Reports
  • Scheduling
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Service Request Management
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Technician Management
  • Third-Party Integrations
  • Visitor Management
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations30
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • HubSpot CRM
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite
  • Total integrations77
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • HubSpot CRM
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite

User reviews that mention these apps

AR
AvatarImg

Verified reviewer

Information Technology and Services, 51-200 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

TOPdesk logo

TOPdesk

Beste servicedesk programma!

Reviewed 7 months ago
Pros

Het is makkelijk en handig in gebruik. Veel mogelijkheden tot uitbreidingen en opties die r mogelijk zijn. Werk perfect bij een wat grotere servicedesk.

Cons

Zo nu en dan is het even zoeken maar naar mate je het meer gaat gebruiken word het steeds makkelijker en leuker.

Showing original review in Dutch. See translation

Vendor response

Hallo! Wat leuk dat je TOPdesk zo waardeert en het zelfs het beste servicedesk programma noemt! We zijn blij dat je het makkelijk en handig in gebruik vindt, en dat de vele uitbreidingen en opties je bevallen. We nemen je feedback ter harte en blijven werken aan het verbeteren van onze service. Bedankt voor je review! Groeten, Team TOPdesk