LinkLive vs TOPdesk comparison

LinkLive and TOPdesk are both solutions in the Help Desk Software category. LinkLive is ranked #16 with an average rating of 10.0, while TOPdesk is ranked #14 with an average rating of 7.6. LinkLive holds a 0.1% mindshare in HDS, compared to TOPdesk’s 1.9% mindshare. Additionally, 100% of LinkLive users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

LinkLive

Read 9 LinkLive reviews

277 Views
21 Comparison Views

100% willing to recommend

TOPdesk

Read 10 TOPdesk reviews

1,034 Views
515 Comparison Views

84% willing to recommend

LinkLive

TOPdesk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

TOPdesk and LinkLive are competing products in the IT service management and customer communication fields. TOPdesk holds an advantage with versatile IT functionalities, while LinkLive shines in advanced communication tools, appealing to organizations focused on customer interactions.

Features: TOPdesk offers strong IT service management with comprehensive asset management, incident management, and a self-service portal. LinkLive provides secure messaging, intuitive collaboration tools, and integrated communications.

Room for Improvement: TOPdesk could enhance its user interface for smoother navigation and improve its reporting module for in-depth analytics. Additionally, offering more customization in workflows would benefit users. LinkLive can expand its telephony integrations, enhance offline support options, and refine its AI features to better predict customer needs.

Ease of Deployment and Customer Service: TOPdesk focuses on a quick deployment process with dedicated resources and extensive training, providing strong support. LinkLive leverages a cloud-based model for rapid deployment and emphasizes simplicity in integration, making it easier for businesses to adopt without extensive training.

Pricing and ROI: TOPdesk generally requires a higher initial investment but promises significant returns through improved service management. LinkLive offers a cost-effective solution with lower upfront costs and delivers solid ROI through enhanced customer communication efficiency, making it attractive to cost-conscious organizations.

To learn more, read our detailed LinkLive vs. TOPdesk Report (Updated: April 2025).

Buyer's Guide

LinkLive vs. TOPdesk

April 2025

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Helped 847,625 peers since 2012

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

LinkLive

Ranking in Help Desk Software

16th

Average Rating

8.8

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

Contact Center Platforms (5th), Contact Center as a Service (CCaaS) (7th)

TOPdesk

Ranking in Help Desk Software

14th

Average Rating

7.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (12th)

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of LinkLive is 0.1%, up from 0.0% compared to the previous year. The mindshare of TOPdesk is 1.9%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Charles Larsen

RN Senior Director, Transfer Services at Banner Health

Provides stability with security, and the reporting helps us improve our processes

I think they're working on it, but with telehealth being so prevalent in healthcare now—and they already do a lot of things that are on the edge of the telehealth experience—there's an opportunity to develop the platform to be more comprehensive. The overall development of the platform into something more comprehensive could be helpful. One of the stronger suits of the platform, and an advantage for us, has been the reporting. But there's always the idea that the more data you have, and the more reports that have, the more you want. There is an opportunity to further develop the reporting. That opportunity is not because the reporting is lacking today, rather, it's there because there's always an opportunity to look at reports in different ways. With that said, if it's meant to be just a telephony system and the steady rock that it is, I don't know that anything needs to be improved. In terms of additional features, I would like to see more video conferencing, some degree of mobile apps, and artificial intelligence. That's the wave of the future with healthcare. Our providers are all on-the-go, so anything that allows them to remain mobile and not have to go to a desk to take a phone call, would be a good addition. Any additional ways to share documents and information, communicate with one another in different ways, would be helpful. A lot of providers require texting today, so developing that piece of the platform would probably be good. Overall, a good mobile application that folks could download from the app store and access our transfer center through would be great.

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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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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The presentation of calls within the applications used to access conference call forwarding is straightforward and user-friendly."

"One of the primary features we use it for is the Agent Connect screen-sharing feature. I find it invaluable when troubleshooting customer problems with online banking. It saves us time, and time is money."

"In the future, we may take advantage of LinkLive's video or phone capabilities, but we strictly use text chat now, so I would say that is most valuable to us at the moment."

"LinkLive makes us more progressive in terms of efficiency and productivity. It is just a better customer experience."

"Our agents find the authenticated session feature to be the most helpful. It can take 30 to 45 seconds to verify someone with verifying questions through digital banking, and we didn't have the capability of verifying questions through digital banking before LinkLive. This feature allowed us to work in partnership with our digital banking provider, who can see that a customer is within an authenticated digital banking session. They do not need to ask verifying questions again to ensure that the person is who they say they are. That is one of the nicest things for us, and especially for our agents."

"LinkLive gives us a central location for our communication channels and that is very important. I can go back and see if someone has a complaint. Although our users are spread out, everything, all the conversations, is housed in one place. I can keep up with the conversations. The interface works wonderfully."

"Being the president of our organization, I love the secured email because there are a lot of messages that I have to send out that are secure. There have not been any issues with sending the messages or with individuals receiving and viewing them."

"It's very reliable and we haven't had much experience with any downtime or dropped calls, which, of course, is one of the most important things to us. That's been a big win for us."

Cons

"I would like to see more video conferencing, some degree of mobile apps, and artificial intelligence. That's the wave of the future with healthcare. Our providers are all on-the-go, so anything that allows them to remain mobile and not have to go to a desk to take a phone call, would be a good addition."

"In the browser-based experience, I would love to see a hold button. Presently, you have to drag the hold music into a call and then drag it out. A hold button would really be easier, particularly if you have to put someone on hold multiple times."

"Our agents have made some requests for some automated responses and some ways that they could improve the way those get pushed out. Right now, the way that canned responses are set up, they could be set up with as many responses as you want. However, the one thing that they liked from our previous providers is that you could categorize responses. So, if you have a certain area where you might have four or five responses related to one topic, then you could easily just click on the topic and see your responses. That is one area which is not a huge deal, but it gives back those five seconds that you are looking for a response to get more lengthy responses out to a customer. It would be nicer to have that a little bit more available."

"On the back-office side, it houses email addresses for when you look at the agent hunt groups. I can't use my work email address in my own online banking account because it messes up whether I'm an employee or a customer."

"The notifications for incoming chats could be a little more obvious. Our organization doesn't have a call center, so we don't have someone sitting at the computer waiting for a chat to come in. They're busy with other work."

"The initial enrollment of employees can be a little bit challenging. It tends to require the need to reach out to Link-Live support to iron out a bug or two."

"I would like LinkLive to rework the notification system. There's an audible sound, and an alert pops up on the screen. However, in Microsoft Teams, an unviewed chat message appears red on my taskbar. That doesn't happen in LinkLive. My only enhancement request is to improve the notifications."

"In our experience, the areas where there could be improvement are training, staff adoption, and getting the staff comfortable with utilizing the complexities of LinkLive, such as screen sharing."

Pricing and Cost Advice

"You definitely get more bang for the money with LinkLive.You can get a more expensive product that does what this one does, and possibly more, but for the cost, it works perfectly with our core system."

"In terms of cost, LinkLive was similar to other products. I find it reasonable. Its features, for the cost, were a better deal comparatively speaking."

"The pricing is exceptionally competitive, and the value we receive from LinkLive for the cost is a significant advantage."

"We have been very comfortable with the pricing. We are a smaller financial institution so pricing is always a factor. We feel that we are just getting a ton of value for what we are spending."

"The pricing is fair."

"The solution's pricing is reasonable and not expensive."

"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 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."

"The solution is inexpensive compared to competitors."

"TOPdesk's pricing is cheaper than Jira's."

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Top Industries

By visitors reading reviews

Computer Software Company

63%

Financial Services Firm

Healthcare Company

Non Profit

Educational Organization

53%

Computer Software Company

10%

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Revation LinkLive?

The presentation of calls within the applications used to access conference call forwarding is straightforward and user-friendly.

See all answers

What is your experience regarding pricing and costs for Revation LinkLive?

The pricing is exceptionally competitive, and the value we receive from LinkLive for the cost is a significant advantage.

See all answers

What needs improvement with Revation LinkLive?

The onboarding process could be enhanced by providing comprehensive training to all users, not just administrators. This would ensure that everyone is well-equipped to utilize the features effectiv...

See all answers

What do you like most about TOPdesk?

The most valuable feature of TOPdesk is the reports.

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What is your experience regarding pricing and costs for TOPdesk?

The solution's pricing is reasonable and not expensive.

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 the library require many steps instead of simple actions like drag and drop. This...

See all answers

Comparisons

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Product Reports

Buyer's Guide

LinkLive

April 2025

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Buyer's Guide

Help Desk Software

March 2025

Download TOPdesk product report

Also Known As

Revation LinkLive

No data available

Overview

LinkLive is an advanced communication platform designed to elevate the way businesses interact with their customers securely, enhance personalized customer engagement and team collaboration. The platform utilizes a combination of human expertise and artificial intelligence (AI) to provide secure communication solutions, and improving operational efficiencies. It was formerly known as Revation Systems.

At its core, LinkLive unifies voice, video, chat, and email communications into a single, integrated platform. This consolidation enables businesses to offer a more cohesive and responsive customer service experience. Users can seamlessly switch between communication modes, ensuring that customer interactions are both flexible and efficient.

LinkLive places a strong emphasis on security and regulatory compliance, making it an ideal choice for sectors such as healthcare, finance, and government, where data protection is paramount. The platform incorporates end-to-end encryption, robust access controls, and audit trails to safeguard sensitive information and comply with industry regulations like HIPAA, GDPR, and more.

Leveraging AI and machine learning, LinkLive offers advanced personalization capabilities. It can analyze customer data in real-time to provide personalized interactions and recommendations. This level of insight helps businesses tailor their services to individual customer needs, enhancing satisfaction and loyalty.

Charles Larsen, a Senior Director at Banner Health, shared with us that LinkLive is "very reliable and we haven't had much experience with any downtime or dropped calls, which, of course, is one of the most important things to us. That's been a big win for us."

Emily Aubele, Quality Assurance Director at United Way of Pennsylvania, shared with us that they chose LinkLive over other vendors, because with LinkLive, "all of the applications are in-house, meaning the chat, the text—everything that you use—is developed and maintained internally by LinkLive. In the other systems, chat, text, and video were all third-party applications."

LinkLive

Excellent service management made easy : Happy customers are the goal of every supporting department. We understand. That’s why we’ve created a solution that helps you improve customer communication, manage workflows and keep track of assets. But above all: our software is simple and attractive. This not only makes it pleasant to use, but also quick to adopt. You’re looking to deliver excellent service from day one – and TOPdesk is here to help. TOPdesk delivers one integrated service platform for IT, FM, HR and other Service departments with a build Self Service Portal, asset management, reporting and integration platform( see also our TOPdesk Marketplace for selection of connectors). Some key features include : Call Management, Incident and Service Request Management, Service Catalogue, Asset & Configuration Management, Problem Management, Change Management, Project Management, Operations Management, Reservations Management, Stock & Order Management, Contract Management and SLA's, Survey Management, Self Service Portal, Form designer, Portal designer, Event & Action Management, Knowlegde Base, Report wizards, Resource Management, Barcode, CAD and Exchange integration TOPdesk helps you streamline your ITIL, Agile, Sox, KCS, ASL/BISL, GDPR compliance Result at our global customer base : 98% customer retention rate 99% of our implementations within budget and timeframe 90% up and running within 3 month NPS score of 35 (4500 cusotmers) 98% customer recommondation score 4,7 score at Gartner Peer Insights Our ecosystem consist of : 4500 customers across 45 countries > 300.000 daily users > 15.000.000 supported end-users 40+ partners What makes TOPdesk unique? • ITIL-based modules for all your service needs: from Ticket and Asset Management to Reservations Management • License based on end users or service agents, whateveris best for you • Unlimited number of assets or self service users • Easy to implement: get up and running quickly • Choose between on-premises or SaaS

TOPdesk

Sample Customers

1. AT&T 2. Verizon 3. T-Mobile 4. Sprint 5. Comcast 6. CenturyLink 7. Vodafone 8. Orange 9. Telefonica 10. BT Group 11. Deutsche Telekom 12. Telstra 13. NTT Communications 14. China Mobile 15. SoftBank 16. SK Telecom 17. Telecom Italia 18. Bell Canada 19. Rogers Communications 20. Telus 21. KDDI 22. Swisscom 23. Telkom Indonesia 24. Singtel 25. Etisalat 26. Ooredoo 27. Turkcell 28. Saudi Telecom Company 29. Telecom Egypt 30. PLDT 31. MTN Group 32. América Móvil

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.

Buyer's Guide

LinkLive vs. TOPdesk

April 2025

Free Report: LinkLive vs. TOPdesk

Find out what your peers are saying about LinkLive vs. TOPdesk and other solutions. Updated: April 2025.

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