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Sendbird vs TOPdesk comparison

Sendbird and TOPdesk are both solutions in the Help Desk Software category. Sendbird is ranked #13 with an average rating of 8.1, while TOPdesk is ranked #14 with an average rating of 7.6. Sendbird holds a 0.1% mindshare in HDS, compared to TOPdesk’s 1.9% mindshare. Additionally, 100% of Sendbird users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.
Sendbird
Read 7 Sendbird reviews
  • 76 Views
  • 21 Comparison Views
100% willing to recommend
TOPdesk
Read 10 TOPdesk reviews
  • 1,034 Views
  • 515 Comparison Views
84% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

TOPdesk and Sendbird are competing in customer support solutions, addressing different needs. TOPdesk is advantageous for cost-effectiveness with strong pricing and support, while Sendbird leads with robust features that justify its premium pricing.

Features: TOPdesk focuses on service desk efficiency, offering ticket management, self-service capabilities, and change management. Sendbird stands out with its communication APIs, supporting real-time chat, file transfer capabilities, and typing indicators for enhanced interaction.

Room for Improvement: TOPdesk could enhance its reporting module and expand its ITSM approach. The call module and service level management could also benefit from further refinement. Sendbird's main areas for improvement include scalability for larger enterprises, enriched analytics, and simplifying its integration processes for faster deployment.

Ease of Deployment and Customer Service: TOPdesk offers straightforward deployment, appreciated for its simplicity and dedicated customer support. Sendbird requires more complex deployment but provides thorough technical guidance and support, ideal for enterprises needing extensive integration.

Pricing and ROI: TOPdesk generally features a lower setup cost, delivering favorable ROI for affordable solutions. Sendbird's higher setup costs mirror its extensive feature set and provide significant ROI for organizations maximizing its communication capabilities.

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To learn more, read our detailed Sendbird vs. TOPdesk Report (Updated: April 2025).
Buyer's Guide
Sendbird 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

Sendbird
Ranking in Help Desk Software
13th
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
7
Ranking in other categories
Enterprise Social Software (10th)
TOPdesk
Ranking in Help Desk Software
14th
Average Rating
7.8
Reviews Sentiment
6.7
Number of Reviews
10
Ranking in other categories
IT Service Management (ITSM) (12th)
 

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of Sendbird is 0.1%, down from 0.1% 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

Pranay Koley - PeerSpot reviewer
Facilitates user communication with rich features
In our company, we are using Sendbird for building a chat feature within our salon application.  I am using the Flutter framework to implement the chat feature, which facilitates communication between users and businesses, specifically salon shops There are many useful features with Sendbird. I…
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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.
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 Sendbird developer portal provides each step, including methods, making it easy to implement."
"Sendbird provides many features for real-time messaging, such as receipt ID and typing indicators."
"Sendbird is reliable and generally crash-free."
"Sendbird is very flexible, and they have made great strides towards optimization."
"There are many useful features with Sendbird."
"The backend system was managed by Sendbird, eliminating the need for caching systems or local storage on user devices."
"Features similar to WhatsApp, such as online and offline statuses, message reactions, and replies, add significant value."
"The most valuable feature for us, besides chat, was file transfer, as we used it for sending files and images in chats."
"The most valuable feature of TOPdesk is the reports."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"The most valuable feature of this solution is the incident management module."
"The most valuable feature of the solution is the ticketing 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."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"Change management is the most critical feature."
"It is an easy-to-use solution."
More TOPdesk pros
 

Cons

"More analytics tools could be integrated into Sendbird."
"The documentation for integrating with the Flutter framework is lacking detailed information."
"A major issue was the requirement for a separate connection to Sendbird, resulting in a delay when initiating the chat."
"Impersonating a user or using a template user to send messages for development purposes would be very useful."
"The documentation for integrating with the Flutter framework is lacking detailed information. Initially, I struggled to connect users and manage tokens for active and offline sessions, which caused frustration."
"Their pricing is very high compared to competitors, which is a concern for us."
"I thought that there should be the audio and the video call functionality as well."
"At times, there are unexpected behaviors where the documentation suggests something different from how the SDK actually behaves, requiring us to create workarounds."
"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."
"An operator is also a user but requires creating two different records."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"It is time-consuming to add new users."
"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."
"Change management implementation, facility management, and making reservations on assets can be improved."
"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's change management could be better."
More TOPdesk cons
 

Pricing and Cost Advice

"There is a starter plan for $399 per month, and a pro plan for $799 dollars."
"TOPdesk's pricing is cheaper than Jira's."
"The solution's pricing is reasonable and not expensive."
"The solution is inexpensive compared to competitors."
"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."
"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."
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Top Industries

By visitors reading reviews
No data available
Educational Organization
53%
Computer Software Company
10%
Financial Services Firm
4%
Manufacturing Company
4%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What is your experience regarding pricing and costs for Sendbird?
Testing Sendbird is challenging due to the trial limitations of only one hundred users. The subscription cost is quite high, which prevents us from subscribing before the project completion and use...
See all answers
What needs improvement with Sendbird?
The documentation for integrating with the Flutter framework is lacking detailed information. Initially, I struggled to connect users and manage tokens for active and offline sessions, which caused...
See all answers
What is your primary use case for Sendbird?
In our company, we are using Sendbird for building a chat feature within our salon application. I am using the Flutter framework to implement the chat feature, which facilitates communication betwe...
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

No data available
ServiceNow vs TOPdesk Logo
ServiceNow vs TOPdesk
Compared 43% of the time
JIRA Service Management vs TOPdesk Logo
JIRA Service Management vs TOPdesk
Compared 26% of the time
Freshdesk vs TOPdesk Logo
Freshdesk vs TOPdesk
Compared 18% of the time
BMC Helix ITSM vs TOPdesk Logo
BMC Helix ITSM vs TOPdesk
Compared 14% of the time
More TOPdesk Competitors
 

Product Reports

Buyer's Guide
Enterprise Social Software
April 2025
Sendbird reportDownload Sendbird product report
Buyer's Guide
Help Desk Software
March 2025
TOPdesk reportDownload TOPdesk product report
 

Also Known As

Sendbird Calls, Sendbird Desk
No data available
 

Overview

Businesses utilize Sendbird for real-time communication in apps, including chat, notifications, messaging for support, and community engagement. It integrates with mobile and web platforms for seamless user interactions and reliable messaging services.

Sendbird is highly regarded for its ease of integration with both mobile and web platforms, providing a robust solution for real-time communication needs such as chat, notifications, and customer support messaging systems. Companies use it to enhance user engagement through efficient, reliable messaging services. The platform stands out due to its strong API, reliable performance, excellent customer support, and extensive documentation. Despite challenges with scalability during peak times and integration difficulties, Sendbird's customization options and real-time messaging capabilities cater to both small and large applications.

What are the key features?
  • Strong API: Provides a powerful and flexible interface for developers.
  • Reliable Performance: Ensures stable and consistent operations.
  • Excellent Customer Support: Offers responsive and helpful assistance.
  • Seamless Integration: Easily integrates with other platforms.
  • Extensive Documentation: Enhances the developer experience with thorough guides and resources.
  • Customization Options: Allows tailoring to specific needs and use cases.
  • Real-Time Messaging: Supports instant communication capabilities.
  • Easy Scalability: Handles growth for both small and large applications.
What benefits should users look for?
  • Enhanced User Engagement: Promotes active interaction and satisfaction.
  • Efficient Communication: Provides reliable messaging and notifications.
  • Developer-Friendly: Offers strong support and comprehensive documentation.
  • Scalability: Adapts to the changing demands of the business.
  • Seamless Integration: Simplifies the integration process with other platforms.

Sendbird is widely implemented across a range of industries such as e-commerce, healthcare, and social networking. E-commerce platforms use it to handle customer support and notifications, healthcare apps utilize it for patient communication, and social networks leverage its real-time chat capabilities for community engagement and interaction.

Sendbird
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

Information Not Available
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
Sendbird vs. TOPdesk
April 2025
Free Report: Sendbird vs. TOPdesk
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