We performed a comparison between JIRA Service Management and TOPdesk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The most valuable feature of this solution is that it is user-friendly."
"The product is not lacking anything that a QA will want to use."
"With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."
"It's easy to set up the solution."
"Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"A good organizational tool."
"Its ITSM approach is quite useful."
"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 the reports."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"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."
"Change management is the most critical feature."
"It is an easy-to-use solution."
"The most valuable feature of this solution is the incident management module."
"The pricing could be better."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
"They need to work on the speed of Jira."
"The performance in cloud service management could be improved."
"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time."
"An operator is also a user but requires creating two different records."
"The solution's change management could be better."
"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."
"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."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"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."
"It is time-consuming to add new users."
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while TOPdesk is ranked 21st in Help Desk Software with 8 reviews. JIRA Service Management is rated 8.2, while TOPdesk is rated 7.8. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk and BMC Helix ITSM, whereas TOPdesk is most compared with ServiceNow, Freshdesk, Zendesk, NinjaOne and ManageEngine ServiceDesk Plus. See our JIRA Service Management vs. TOPdesk report.
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Thanks
Regards
Dinesh
Thx Kai. Will check it out. Still looking for drivers to move from TopDesk to Atlassian Jira. The integratwd workflow and shared SLA/KPI are compelling. Wil share what I find as I go...promiss
I've used a variety of help desk software over the years including open
source. Personally, for price, features and interface I recommend SYSAID.
Seems to me Dirk's already made up his mind on the benefits of JIRA - but it'd be difficult to share a business case without knowing his key points of interests specific to those benefits. If he believes the two tools offer similar services then he'd need to assess cost per seat to install and ongoing cost to support. On going maintenance is the huge issue we see with DIY help desk installs not the initial cost per seat. Costs for version support, new requirements/customizations etc plus the cost to retrain the end users all have to be weighed. On the benefits side, he should do some time/motion studies for all the tasks/activies current spent in TopDesk and estimate the automation/touch times in the new environment. My experience has been that most of the process/task savings comes from new system's ability to integrate with legacy apps or other databases/tools or from out of the box process applications currently not supported in a true workflow system. TopDesk touts their ITIL/ITSM roots - including CMDB integration but JIRAs roots are in problem management/task management so we're back to the question of what does Dirk really want to do with his future state environment?
Regards,
Mike Tusa
PartnerCommunity, Inc
Hi Dirk
Great question. To help me and others, can you elaborate a bit more on the need to move from one to another? What is Top Desk not doing that you think JIRA will do?
There are a number of reasons I ask.
1. TopDesk is more service desk/ITIL based ticketing system and JIRA is more a bug/release/code tracking type ticketing system.
2. Your title indicates that that the latter of point 1 is more suited to you and your team.
Depending on the nature of your organisation I would have thought an ITIL based service desk to deal with customer (internal/external) issues would be more relevant. Allowing you do put structured processes with Incident, problem, change etc. But for product development they have their own system (JIRA perhaps) to deal of bugs/issues/releases.
Example process.
Customer logs an incident in a ITIL based ticketing system, once support identify it as an issue it gets logged to development who add it to their dev ticketing system (JIRA) and break it down do their code changes and update builds (tracked by JIRA). Once Prod Dev create a new patch release, that team can update the ITIL based ticketing system for support to inform the customer and close the incident. You could throw in some change management as well before the patch is applied to the customer to minimise risk and downtime.
I suppose what I am saying is do you need to replace TopDesk with JIRA? It doesn't feel right as they are not the same type/flavour of ticketing systems.
Thoughts?
TIA
Roland
Hi Russell,
As far as i know, Atlassian JIRA is good service desk product, since it has
lot of customization feasibility as JIRA is open for integrating with third
party system using remote API's. As far as I know, It would be great to
decide which product is best w.r.t the following,
Cost saving factor
Different ITSM modules required for the business
which Monitoring tool/event management tools is going to integrate with the
ITSM product
Support availability for the product
Regards,
Jithesh Padikkal
Here we use BMC Remedy but this software is very expensive and involves 6 months or more of training. You may want to consider JIRA which seems to be low cost and you can obtain a free trial package. Please see link: blogs.atlassian.com for more information. Top Desk seems to be very large such as BMC Remedy. See link: www.topdesk.com for a free trial. I would test each one out and see which one performs the best through ease of use. With 5,000 personnel to support, you want something that works, cost less, and is easy to use.