Web Help Desk vs TOPdesk

Zendesk Suite

Freshdesk

Milvus

Zendesk offers an AI-powered service platform that unifies conversations from multiple channels. It features AI agents for resolving inquiries, ticketing for support requests, and analytics for tracking service quality. Its Resolution Learning Loop technology enhances automation by integrating AI, human agents, and knowledge resources on one platform.

Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase agent productivity and improve customer satisfaction.

Milvus is an IT management platform which is available only in Portuguese. The system includes capabilities for managing IT assets, help desks, support/issue tickets, service catalogs, remote access, file transfer, device discovery, IT inventory, asset monitoring, customer documentation, and more.

Web Help Desk by SolarWinds is a customizable help desk & IT asset management solution for businesses within industries such as education, healthcare, government, & more. It offers features for managing IT assets, IT services, knowledge, remote support, SLA, time & billing, workflows, & more.

Activity Dashboard

Alerts/Escalation

Alerts/Notifications

Asset Lifecycle Management

Asset Tracking

Audit Management

Automated Routing

Availability Management

Capacity Management

Change Management

Compliance Tracking

Configurable Workflow

Contract/License Management

Cost Tracking

Customizable Branding

Dashboard

Dashboard Creation

Email Management

Help Desk Management

Incident Management

Inventory Management

IT Asset Management

Knowledge Base Management

Knowledge Management

Multi-Channel Communication

Problem Management

Procurement Management

Project Management

Release Management

Reporting/Analytics

Requisition Management

Search

Self Service Portal

Service Catalog

Service Level Agreement (SLA) Management

Supplier Management

Support Ticket Management

Support Ticket Tracking

Surveys & Feedback

Task Editing

Task Progress Tracking

Task Scheduling

Task Tagging

Ticket Management

Workflow Management

Proprietary

Web Help Desk

Windows

Web-based

Linux

iPhone

iPad

Spiceworks Cloud Help Desk

Zoho Desk

Web Help Desk License

IT Manager

I can't say I found much to like, maybe the ability of the on-premise version to reduce the surface of attack, but that's about the only advantage and not solely tied to this tool.

The setup is hard, with no easy backup or transfer and no cloud version when we adopted it.

Having one time payment can feel a little expensive for the first time but in time you will figure you had a good deal.

ICT Support Officer

The system would sometimes crash in the middle of the night, requiring a service restart on the server.

The ticketing system itself works without major issues, but it's built on a very old system.

Translator

I enjoy the opportunity to create custom fields; with many products, you are limited to how things are configured out of the box; this is not one of those products.

IT Intern

Overall it was very pleasant and easy to use

HEAD OF AUDIT 

The ticketing system management is easy and has entered another phase of automation.

IT Support Services

It was very user-friendly and had a lot of tools to get our everyday Help Desk job (ticket logging, working, resolution) done very efficiently.

We enjoy the pop-up notifications that are depending on the report type selected by consumers.

Cashier

I enjoyed the ability to attach files and photographs to comments.

Director of Information Services

It is low priced so good for those on a tight budget.

It was quite easy to use and provided a ton of tools to help us accomplish our daily Help Desk tasks (ticket logging, working, and resolution) very effectively.

It is a very handy tool for inventories, purchase orders, and other stuff.

Loved the simple and convenient methods for finding tickets.

IT manager 

Very easy to use and good managed system for daily tasks and solve th probelms of customers

Our prior system was severely constrained.

Senior Data Analyst

The template forms that you can create for different types of tickets are boring and limited.

Implementation & Support Specialist

The most positive point which I liked about this product was that we were able to use it from anywhere, either when we were on the client-side or in the office.

I have seen better help desk features built-in to other software solutions, CRM's, ERP's, etc.

Pricing

Client Support

Network Management

Setup

Server Issues

Custom Fields

Ease of Use

Reporting

Web Support

Small Business

Freelancers

Large Enterprises

Mid-size Business

SolarWinds

ACMP Suite

In a world full of unpredictability, choosing the right partner is crucial. We are your guide on the path to greater simplicity and efficiency. ACMP offers modular and scalable solutions for your specific challenges in the IT department.

Wasp Asset

AssetCloud is the most comprehensive asset management software in the industry delivering full life-cycle asset management, streamlined auditing, and loss prevention. Easy-to-use and implement. Fully customizable. Android & iOS apps. Cloud-based. Request a free demo today!   

Freshservice

Freshservice is an online ITIL service desk with ticketing & asset management capabilities, and incident, problem, change, release, and knowledge management tools.

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.

Access Controls/Permissions

Active Directory Integration

Activity Tracking

Approval Process Control

Assignment Management

Audit Trail

Automated Responses

Barcode/Ticket Scanning

Barcoding/RFID

Calendar Management

Calibration Management

Case Management

Catalog Management

Chatbot

Chat/Messaging

Client Portal

CMDB

Collaboration Tools

Commenting/Notes

Compliance Management

Configuration Management

Corrective and Preventive Actions (CAPA)

Customer Complaint Tracking

Customer Support

Customizable Fields

Customizable Forms

Customizable Reports

Customizable Templates

Data Import/Export

Data Visualization

Disaster Recovery

Document Storage

Drag & Drop

Email Alerts

Email Templates

Equipment Maintenance

Event Triggered Actions

Facility Asset Management

Feedback Management

Fixed Asset Management

Forms Management

For Schools

Full Text Search

Incident Reporting

Inspection Management

Interaction Tracking

Issue Management

Issue Scheduling

Issue Tracking

IT Asset Tracking

IT Incident Management

Key & Lock Management

Key Performance Indicators

License Management

Live Chat

Macros/Templated Responses

Maintenance Management

Maintenance Scheduling

Mobile Access

Mobile Alerts

Monitoring

Multi-Location

On Call Scheduling

Performance Metrics

Predictive Maintenance

Preventive Maintenance

Prioritization

Real-Time Chat

Real-Time Notifications

Real-Time Reporting

Recurring Issues

Reminders

Remote Access/Control

TOPdesk

Android

Chromebook

JIRA Service Management

Basic

Essential

Engaged

Excellent

University Centre Deputy Director

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

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

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

Lead Designer

I like that it’s intuitive once workflows are set up properly.