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ManageEngine ServiceDesk Plus vs TOPdesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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

ManageEngine ServiceDesk Plus
Ranking in Help Desk Software
3rd
Ranking in IT Service Management (ITSM)
3rd
Average Rating
8.0
Reviews Sentiment
7.3
Number of Reviews
67
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
7.8
Reviews Sentiment
6.7
Number of Reviews
10
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of ManageEngine ServiceDesk Plus is 7.3%, down from 7.4% 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

Anil  Rao - PeerSpot reviewer
Improved problem-solving and has a user-friendly knowledge base
The primary benefit of ManageEngine ServiceDesk Plus is its ease of use. It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions. This simplicity makes it particularly suitable for less technical staff to use effectively. Additionally, its ability to interpret issues and offer solutions based on its knowledge base makes problem-solving faster. The deployment and use of all policies and user cases are seamless.
Martina Peneva - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"It's a very user-friendly tool with good performance."
"Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that."
"Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install."
"It ensures the tracking of all costs for end-user issues."
"The self-service portal enhances our company's user experience."
"There's no problem with the software."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"The costing for ManageEngine ServiceDesk Plus is very flexible and is considered low-priced."
"The most valuable feature of this solution is the incident management module."
"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."
"It is an easy-to-use solution."
"Its ITSM approach is quite useful."
"Change management is the most critical feature."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"TOPdesk is overall very stable."
 

Cons

"The documentation could be improved."
"Offers very limited customizations."
"It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."
"The timing reporting module, and how it's used is a bit difficult to understand."
"We'd like to have more integration into other platforms."
"I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception."
"I think that the tool should try to streamline the user interface even more because there are a lot of options that can be offered to users."
"Lacks some flexibility in the configuration of workflows."
"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."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"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."
"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."
"The solution should be made more user-friendly."
"It is time-consuming to add new users."
"An operator is also a user but requires creating two different records."
 

Pricing and Cost Advice

"The price of the solution is low. However, it still could be less expensive."
"The only issue for us is the pricing, which is quite high in comparison with the competition."
"ManageEngine ServiceDesk Plus is much cheaper than many of its competitors. We pay about nine dollars per agent and one dollar per device. There are no hidden costs."
"I am using the free edition of ManageEngine ServiceDesk Plus. There are different versions available, such as professional."
"Its price is very lucrative. It would be great if the price can come down, but overall, its price is great. It is half or maybe one-third of the price of other market leaders."
"The prices are attractive. Customer can use a subscription if they do not have enough budget."
"ManageEngine ServiceDesk Plus' pricing is reasonable."
"We use the cloud model, which is subscription-based, and each year, the subscription fees seem to go up, making it a more expensive solution."
"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."
"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 solution is inexpensive compared to competitors."
"The solution's pricing is reasonable and not expensive."
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Top Industries

By visitors reading reviews
Educational Organization
58%
Computer Software Company
9%
Financial Services Firm
5%
Government
3%
Educational Organization
50%
Computer Software Company
10%
Financial Services Firm
5%
Retailer
4%
 

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?
The costing for ManageEngine ServiceDesk Plus ( /products/manageengine-servicedesk-plus-reviews ) is very flexible and is considered low-priced. Automox ( /products/automox-reviews ), a competitor,...
What needs improvement with ManageEngine ServiceDesk Plus?
The GUI can be improved. In terms of functionality, the change management part could be improved significantly due to limitations in that area. For instance, when assigning a ticket to a person or ...
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?
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...
 

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: April 2025.
849,190 professionals have used our research since 2012.