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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:
 

Customer Service

Sentiment score
7.0
ManageEngine ServiceDesk Plus's support experiences vary, with mixed reviews on responsiveness, expertise, and availability, especially for non-premium users.
Sentiment score
7.6
TOPdesk's support is professional and prompt, though some seek more tailored customer service tools despite efficient fault-reporting.
 

Room For Improvement

Sentiment score
4.6
Users seek better customization, integration, reporting, and user interface in ManageEngine ServiceDesk Plus, especially for asset and change management.
Sentiment score
4.4
TOPdesk needs upgrades in change management, reporting, user interface, AI, integration, and improved modularity to match competitors.
It would be beneficial to have an option to assign approvals to a user group or a variable.
 

Scalability Issues

Sentiment score
8.1
ManageEngine ServiceDesk Plus is scalable for enterprises but may face performance issues in larger deployments with over 5,000 users.
Sentiment score
7.5
TOPdesk's scalability is valued for IT service management but has mixed feedback, especially with increasing licenses and operator demands.
 

Setup Cost

Sentiment score
7.7
ManageEngine ServiceDesk Plus offers cost-effective licensing options, appealing for budget-conscious enterprises, often cheaper than competitors like ServiceNow.
No sentiment score available
TOPdesk pricing is user and module-based, often seen as competitive, ideal for large enterprises, less so for small.
 

Stability Issues

Sentiment score
8.3
ManageEngine ServiceDesk Plus is stable, reliable, and frequently updated, with only minor, promptly resolved issues reported by users.
Sentiment score
7.8
TOPdesk provides stable, reliable performance, especially when hosted off-premises, with high user satisfaction and quick resolution of issues.
We have not faced any stability issues or challenges with this tool.
 

Valuable Features

Sentiment score
7.8
ManageEngine ServiceDesk Plus provides scalable, user-friendly service management with ITIL integration, robust customizations, and efficient asset management at cost-effective pricing.
No sentiment score available
TOPdesk offers valuable IT management features, strong reporting, user-friendly ticketing, and adapts via customer feedback for increased efficiency.
The automation capabilities are good, with the workflow being an integral part of it.
 

Categories and Ranking

ManageEngine ServiceDesk Plus
Ranking in Help Desk Software
3rd
Ranking in IT Service Management (ITSM)
4th
Average Rating
8.0
Reviews Sentiment
7.4
Number of Reviews
64
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
Reviews Sentiment
6.8
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
Easy to configure and affordable compared to other software options
I think asset management took a hit recently. They changed the way they do it by moving it to their patch management software, which no longer supports an agent installed on the computers. In my opinion, this was a step backward for them, as I didn't need the patch management but rather the agents and remote capabilities that the agent brought without the additional costs and overhead. It still works via script running on the computer, but that's not the same as being able to install it and have it run or send a live feed.
Bruno Clemente - PeerSpot reviewer
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…
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
816,406 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Educational Organization
60%
Computer Software Company
8%
Financial Services Firm
5%
Government
3%
Educational Organization
60%
Computer Software Company
9%
Financial Services Firm
3%
Manufacturing Company
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: November 2024.
816,406 professionals have used our research since 2012.