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ManageEngine ServiceDesk Plus vs TOPdesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024
 

Categories and Ranking

ManageEngine ServiceDesk Plus
Ranking in Help Desk Software
3rd
Ranking in IT Service Management (ITSM)
4th
Average Rating
8.0
Number of Reviews
63
Ranking in other categories
No ranking in other categories
TOPdesk
Ranking in Help Desk Software
14th
Ranking in IT Service Management (ITSM)
12th
Average Rating
8.0
Number of Reviews
9
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of ManageEngine ServiceDesk Plus is 7.3%, down from 8.1% compared to the previous year. The mindshare of TOPdesk is 1.6%, up from 1.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

CarlosPerez7 - PeerSpot reviewer
Mar 15, 2023
Easy to configure and affordable compared to other software options
In my experience, I have implemented it at four different companies including Banyan Health Systems, Jessie Trice Health Systems, Harvard Maintenance, and another service-based company. I primarily use it to maintain different health systems One of the most valuable features of Service Desk Plus…
Bruno Clemente - PeerSpot reviewer
Nov 1, 2023
A highly scalable solution that has good reporting features
TOPdesk has features that allow only the financial managers to approve or deny the company's dealings With TOPdesk, we can concentrate all the requests from the company to only one system, and then we can manage the team's productivity. The most valuable feature of TOPdesk is the reports. We…

Quotes from Members

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

Pros

"The strength is its pricing. It is easy to use."
"We not only handle tickets, but also requests from many departments. All are easy to manage."
"The GUI is very good."
"ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly."
"The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users."
"The most valuable features are project management, change management, and the flow according to the mail chain."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated."
"Change management is the most critical feature."
"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."
"The most valuable feature of the solution is the ticketing feature."
"The most valuable feature of this solution is the incident management module."
"Its ITSM approach is quite useful."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"It is an easy-to-use solution."
"The most valuable feature of TOPdesk is the reports."
 

Cons

"The self-service feature for end users and the knowledge base need to be improved."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
"There's no native integrations between the systems."
"The documentation could be improved."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"The product's asset management tool needs improvement."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"The solution does not have an automated approach to integration with other ManageEngine products."
"The solution should be made more user-friendly."
"An operator is also a user but requires creating two different records."
"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."
"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."
"The solution's change management could be better."
"It is time-consuming to add new users."
"Change management implementation, facility management, and making reservations on assets can be improved."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
 

Pricing and Cost Advice

"It is cheaper than the competitors."
"Pricing can always be improved and made more affordable."
"It is above average. But it is neither cheap nor expensive."
"For our 500 assets that are using the professional version of the solution, we pay somewhere between $4,000 and $5,000 per year."
"ManageEngine ServiceDesk Plus is a reasonably priced product."
"I am using the free edition of ManageEngine ServiceDesk Plus. There are different versions available, such as professional."
"For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost."
"The platform has good pricing."
"The solution's pricing is reasonable and not expensive."
"Compared to other products in this segment, I think that they are priced well and not too expensive."
"TOPdesk's pricing is cheaper than Jira's."
"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."
"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."
"The solution is inexpensive compared to competitors."
report
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Top Industries

By visitors reading reviews
Educational Organization
60%
Computer Software Company
8%
Financial Services Firm
5%
Manufacturing Company
3%
Educational Organization
60%
Computer Software Company
9%
Manufacturing Company
3%
Financial Services Firm
3%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about ManageEngine ServiceDesk Plus?
The platform's most beneficial features are incident management, change management, request management, and asset management.
What is your experience regarding pricing and costs for ManageEngine ServiceDesk Plus?
I am not directly involved with the pricing and negotiations, but I am aware they are managed by the higher management of the company.
What needs improvement with ManageEngine ServiceDesk Plus?
ManageEngine ServiceDesk Plus could improve by offering a user-friendly environment similar to ServiceNow. It should also include more compatibility with different types of devices, especially conc...
What do you like most about TOPdesk?
The most valuable feature of TOPdesk is the reports.
What is your experience regarding pricing and costs for TOPdesk?
The solution's pricing is reasonable and not expensive.
What needs improvement with TOPdesk?
The solution should be made more user-friendly.
 

Overview

 

Sample Customers

Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
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.
Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. TOPdesk and other solutions. Updated: October 2024.
814,763 professionals have used our research since 2012.