Salesforce Service Cloud vs TOPdesk comparison

Salesforce and TOPdesk are both solutions in the Help Desk Software category. Salesforce is ranked #5 with an average rating of 8.3, while TOPdesk is ranked #14 with an average rating of 7.6. Salesforce holds a 2.2% mindshare in HDS, compared to TOPdesk’s 1.9% mindshare. Additionally, 96% of Salesforce users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

Salesforce Service Cloud

Read 52 Salesforce Service Cloud reviews

609 Views
494 Comparison Views

96% willing to recommend

TOPdesk

Read 10 TOPdesk reviews

1,034 Views
515 Comparison Views

84% willing to recommend

Salesforce Service Cloud

TOPdesk

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Dec 1, 2024

Salesforce Service Cloud and TOPdesk both compete in the customer service management software category. Salesforce holds an upper hand due to its superior integration and automation capabilities, which are praised in user reviews.

Features: Salesforce Service Cloud includes case routing, service console, and CTI integration, with high customization and seamless integration. Its automation and data integration capabilities significantly boost efficiency. TOPdesk, on the other hand, focuses on ease of use with features like incident management and change management and supports a knowledge base, albeit less extensive than Salesforce.

Room for Improvement: Salesforce Service Cloud could improve its email integration, mobile app functionality, and pricing. Users call for better customization and smoother UI experiences. TOPdesk users note shortcomings in reporting, needing better integration features, particularly with tools like Teams, and are inconvenienced by the lack of real-time analytics and modularity.

Ease of Deployment and Customer Service: Salesforce Service Cloud operates on a public cloud model, supporting hybrid scenarios with comprehensive customer service and tier-level access to complex queries. TOPdesk mainly runs on on-premises solutions, offering appropriate customer support but with variable user satisfaction due to its reliance on internal community forums.

Pricing and ROI: Salesforce Service Cloud is considered expensive, with pricing based on user numbers and features like Service Console, potentially cost-prohibitive for smaller businesses despite providing a strong ROI. TOPdesk offers reasonable pricing with modularity beneficial for smaller enterprises, reflecting positive ROI through operational efficiency.

To learn more, read our detailed Salesforce Service Cloud vs. TOPdesk Report (Updated: March 2025).

Buyer's Guide

Salesforce Service Cloud vs. TOPdesk

March 2025

Download the complete report

Helped 845,040 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

Salesforce Service Cloud

Ranking in Help Desk Software

5th

Average Rating

8.4

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Knowledge Management Software (2nd), IT Alerting and Incident Management (6th)

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 Salesforce Service Cloud is 2.2%, up from 1.3% 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

ChanchalSaxena

Lead Digital Transformation at Kohler Co.

High scalability with good plugins and excellent customer visibility

The solution should improve: 1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license. 2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.

Read full review

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.

Read full review

Quotes from Members

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

Pros

"The plug-ins that work with other standard systems have made the product industry-ready."

"We are very happy with the support team from Salesforce."

"We use Salesforce Service Cloud for lead management and opportunity management."

"In terms of visibility to my boss and the team, it does help a lot."

"It is a stable product."

"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."

"We used Salesforce Service Cloud for CRM (customer relationship management) cases and general sales cases."

"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."

More Salesforce Service Cloud pros

"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."

"The most valuable feature of this solution is the incident management module."

"The most valuable feature of TOPdesk is the reports."

"TOPdesk is overall very stable."

"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."

"Its ITSM approach is quite useful."

"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."

"It is an easy-to-use solution."

More TOPdesk pros

Cons

"The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper."

"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."

"The pricing for what Salesforce Service Cloud offers is not great."

"The integrations with other solutions can be improved."

"The solution could continue improving its artificial intelligence capabilities."

"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."

"Salesforce Service Cloud's report functionality could be improved."

"The product's high price is an area of concern where improvements are required."

More Salesforce Service Cloud cons

"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."

"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."

"The solution should be made more user-friendly."

"An operator is also a user but requires creating two different records."

"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."

"It is time-consuming to add new users."

More TOPdesk cons

Pricing and Cost Advice

"The solution is priced at 50 dollars a month per user."

"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."

"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."

"Salesforce is very cost-effective."

"The price of the solution depends on how many users need access to it"

"The tool is pretty expensive."

"Salesforce Service Cloud is a bit expensive."

"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."

More Salesforce Service Cloud pricing and cost advice

"Compared to other products in this segment, I think that they are priced well and not too expensive."

"The solution is inexpensive compared to competitors."

"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 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's pricing is reasonable and not expensive."

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

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

845,040 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

17%

Educational Organization

14%

Computer Software Company

13%

Manufacturing Company

10%

Educational Organization

55%

Computer Software Company

10%

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What is your experience regarding pricing and costs for Salesforce Service Cloud?

Salesforce Service Cloud is a bit expensive.

See all answers

What needs improvement with Salesforce Service Cloud?

Reporting could be improved.

See all answers

What is your primary use case for Salesforce Service Cloud?

I use Salesforce as a CRM to pull data, update business opportunities, and support the sales team. I query the data through Snowflake or HANA using Tableau for analysis and market expectations.

See all answers

What do you like most about TOPdesk?

The most valuable feature of TOPdesk is the reports.

See all answers

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

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 21% of the time

ServiceNow vs Salesforce Service Cloud

Compared 20% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 8% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 7% of the time

Vlocity vs Salesforce Service Cloud

Compared 7% of the time

More Salesforce Service Cloud Competitors

ServiceNow vs TOPdesk

Compared 42% of the time

JIRA Service Management vs TOPdesk

Compared 26% of the time

Freshdesk vs TOPdesk

Compared 18% of the time

BMC Helix ITSM vs TOPdesk

Compared 14% of the time

More TOPdesk Competitors

Product Reports

Buyer's Guide

Salesforce Service Cloud

March 2025

Download Salesforce Service Cloud product report

Buyer's Guide

Help Desk Software

March 2025

Download TOPdesk product report

Also Known As

Service Cloud

No data available

Overview

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce

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

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva

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

Salesforce Service Cloud vs. TOPdesk

March 2025

Free Report: Salesforce Service Cloud vs. TOPdesk

Find out what your peers are saying about Salesforce Service Cloud vs. TOPdesk and other solutions. Updated: March 2025.

DOWNLOAD NOW

845,040 professionals have used our research since 2012.

See our Salesforce Service Cloud vs. TOPdesk report.

See our list of best Help Desk Software vendors.

We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.