TOPdesk vs Jira: which tool is right for your business?

Picking the perfect IT service management (ITSM) tool can feel like a daunting task with so many options out there. How do you know which one is right for you, and what makes each stand out? Two popular service desk contenders you’re bound to come across are Jira and TOPdesk. Both pack a punch when it comes to features, but they’re built for different types of users and needs. In this article, we’ll shine the spotlight on TOPdesk vs Jira and share some tips to help you make a confident, well-informed choice.

What is Jira?

Jira, developed by Atlassian, is a tool initially aimed at tracking bugs and managing software projects. Over time, it has evolved to become an ITSM platform, offering features to support IT service management, such as Incident Management, Problem Management and Change Management.

But Jira is still widely recognized for its project management origins, particularly around Scrum, which directly influences its focus and functionalities. Companies that already use other Atlassian tools, such as Confluence, often opt for Jira due to the ease of integration and familiarity with the ecosystem.

What is TOPdesk?

TOPdesk is an ITSM solution that stands out for its flexibility, ease of use, and local support. With over 30 years' experience in the market, TOPdesk offers a platform that goes beyond IT Service Management alone, covering the entire spectrum of ESM (Enterprise Service Management). Our out-of-the-box solution based on best practices and local in-house support make TOPdesk a popular choice for companies looking for a complete solution without reinventing the wheel.

TOPdesk vs Jira: what are the main differences?

To make an informed decision when choosing between Jira and TOPdesk, it's very important to know what makes the two solutions different. We've highlighted some of the main distinctions between the platforms below:

Support and implementation

TOPdesk: Offers specialized in-house support in your local language and dedicated implementation and consultancy, focusing on process improvement and user experience. Implementation is quick and after-sales support includes six monthly follow-ups to ensure the tool still works for your organization as needed.

Jira: Implementation tends to be less assisted, with support generally limited to basic training. There is no clear focus on after-sales, which can result in a less satisfactory experience for customers who need ongoing support.

Customization

TOPdesk: TOPdesk is easy to tweak, which allows users to make customizations themselves, such as creating forms and workflows, without the need for coding. The intuitive interface allows these edits to be made quickly, usually between 30 minutes and 1 hour. This simplifies maintenance of the tool, eliminating the need for a specialized technical team to make changes, making the process agile and accessible to different levels of users.

Jira: Adjusting the tool tends to be more complex, especially for organizations looking for advanced customizations. Changes often require programming or involve more sophisticated configuration logic. Companies using Jira often need an in-house team with advanced technical knowledge or need to hire specialized services to implement and maintain these customizations. This can make the maintenance process longer and require more resources.

Focus and scope

TOPdesk: Isn’t just for IT teams—it’s designed to help out various departments within an organization, such as HR, Facilities Management, and Customer Service. The platform is flexible, making it easy for different teams to use and manage their tasks. Plus, it supports well-known service management best practices like ITIL, so everyone can work smoothly and effectively.

Jira: Goes deeper into IT project management, especially for companies with software development teams that need constant customization. It's effective for IT teams looking for detailed project control and software delivery. However, its applicability in other business areas, outside of IT, is limited, which can cause difficulties in adoption by non-technical departments.

Ease of use and interface

TOPdesk: Offers a clear interface and a user-friendly Self-Service Portal for end users. The learning curve is fast, supported by specialized consultants who make sure operators understand the ins and outs of the tool quickly.

Jira: The Jira interface can be complex and overwhelming for new users, especially those unfamiliar with Atlassian tools. The learning curve can be longer, and the end-user experience can be hindered by the less intuitive interface.

Pricing and scalability

TOPdesk: TOPdesk's pricing model is based on the number of operators, which makes it more flexible in terms of variation. As your company grows, the average cost per operator decreases, making the solution more cost-effective as more operators are added. Unlike other platforms, TOPdesk allows you to adjust the number of licenses according to actual demand, for example, with 22, 66 or 102 operators, so there is a more personalized and cost-effective approach. Our pricing logic is “more operators, less investment”.

Jira: Jira uses a pricing model that is influenced by currency fluctuations and large license ranges. Price ranges are defined in blocks, such as 25, 50 or 200 licenses, which means costs are higher for companies that don't fit into these licensing limits. This can result in less flexibility for expansion, especially for companies that need a specific number of operators outside these blocks.

TOPdesk vs Jira: which one to choose?

So, which ITSM solution comes out on top? It all comes down to the needs of your organization.

Choose TOPdesk when:

• You’re looking for a vendor that provides great customer service and a reliable support team.
• You want an easy-to-implement solution so you can be up-and-running in no time.
• You want to improve the collaboration between departments through a centralized communication channel.
• You want a tool that is easy to tweak, with no coding required.

Choose Jira when:

• Your organization already works with other Atlassian tools.
• You need a tool that is strongly built for IT project management.
• You have in-house IT specialists with coding expertise.
• You don’t rely on support or consultancy from your ITSM vendor

Choosing your ideal ITSM solution

To choose your ideal ITSM solution, think about what matters most for your business: scope, ease of use, cost, or support. Still have doubts about which solution to choose? Check out our ITSM software to read all about TOPdesk and what we can do for you!