TOPdesk vs Freshservice: which is the right ITSM tool for you?

Choosing the right ITSM tool can feel like a complex task with so many options on the market. What features should you consider? And how do you know which solution fits you best?

Among the many choices are two popular solutions that you’ve probably come across: TOPdesk and Freshservice. In this blog, we’ll look at TOPdesk vs Freshservice, exploring their key features, benefits (but also drawbacks) and what to keep in mind to make an informed decision aligned with your organization's needs and objectives.

Introduction to TOPdesk

TOPdesk's ITSM software is built on more than 25 years of experience and ITSM best practices. Like Freshservice, it's a standard ITSM tool, but it's flexible enough to personalize to your specific needs. We combine our ready-to-use tool with dedicated in-house experts who make sure you make the most of TOPdesk.

Key benefits of TOPdesk

1. Based on best practices

TOPdesk is built on proven solutions already used by other IT professionals, making it quick to set up for any IT team without having to reinvent the wheel.

2. Local in-house support and consultancy

TOPdesk offers a local touch: our team of in-house experts speak your language and have your back every step of the way – from implementing the software exactly to your liking to helping with questions along the way.

3. In-tool collaboration

TOPdesk's ITSM software makes working together across service departments easy: our self-service portal breaks down silos and helps deliver customer-focused services. We cater to a wide range of industries, but are particularly strong in sectors that require cross-departmental service management, such as education, healthcare, local government and manufacturing.

Introduction to Freshservice

Freshservice is a cloud-based ITSM solution that is part of the Freshworks suite, which includes a broader set of customer service tools, such as:

• Freshdesk (Customer Support Software)
• Freshworks CRM (CRM)
• Freshsuccess (Customer Success Software)
• Freshcaller (Call Center Software)

The tight integration between the various Fresh tools can be beneficial for organizations already invested in the Freshworks suite. But if your organization purely has IT service management needs, you may find the broader Freshworks suite unnecessary.

Key benefits of Freshservice

1. Plug-and-play tool

Freshservice is a plug-and-play ITSM tool, its main advantage being its quick implementation, making it appealing for organizations looking to get up and running quickly.

2. User-friendly interface

Freshservice has an intuitive, user-friendly interface that makes adopting and navigating the tool easy.

3. Standardized IT processes

Freshservice aims to simplify IT processes. This straightforward approach can benefit businesses wanting to standardize their IT operations.

Why Amac made the switch from Freshservice to TOPdesk

We wanted a solution based on best practices, so we didn’t have to second guess what we were doing. TOPdesk gives us that security.

Comparing TOPdesk vs Freshservice

Now that we’ve explored the main benefits of both Freshservice and TOPdesk, let’s compare them across several categories to see how they measure up.

Implementation

TOPdesk: Like Freshservice, TOPdesk is an out-of-the-box tool, which means it's easy to set up. Our in-house experts make sure you get value out of the tool immediately and help you improve your processes one step at a time.

Freshservice: Freshservice's offers a plug-and-play, self-guided solution designed for rapid deployment, which is arguably faster to set up compared to TOPdesk. But because they offer limited support, you might not actually see improvement in your processes like with TOPdesk.

Customer support

TOPdesk: TOPdesk offers in-house local support and consultancy, a hands-on approach that provides a personal touch. And with our train-the-trainer approach, you can easily learn how to maintain the tool independently, reducing the need for support.

Freshservice: Freshservice's customer support is minimal and outsourced to India, so time zone differences can often lead to delayed response times. Not getting support in your native language may also be a roadblock.

SLAs

TOPdesk: 75% of tickets that come in at TOPdesk's support team are resolved within 24 hours – something we pride ourselves on.

Freshservice: Because Freshservice's environment is more complex, support tickets may take a while to be resolved, especially in cases requiring back-and-forth communication with Freshservice and other integration providers.

Scalability and customization

TOPdesk: TOPdesk takes a holistic approach to ITSM, considering long-term scalability and adjustability to make sure your ITSM solution keeps working for you, even when your needs change. Add features, including add-ons and integrations, as you need to and get rid of what you don’t.

Freshservice: Although Freshservice is very quickly set up, it offers limited guidance to make the most of your tool. And, once you're up and running, Freshworks tends to upsell their entire suite, regardless of your specific needs.

Licensing

TOPdesk: TOPdesk provides end users of the software with approval and reporting capabilities at no additional cost.

Freshservice: Unlike TOPdesk, Freshservice doesn’t offer end users approval capabilities. If your business does require this, you have to purchase additional licenses or upgrade to a higher-tier plan, meaning you may be looking at more costs, especially if you need to scale up.

Scope

TOPdesk: TOPdesk caters to the diverse needs of mid-size to large organizations, focusing on features beyond just the core ITIL processes. Our tool makes cross-departmental collaboration with other service departments like HR or Facilities Management easy through features like our knowledge base and service catalog.

Freshservice: Freshservice, on the other hand, focuses primarily on ITIL processes like incident and problem management and may lack other features required for complex organizations or IT needs.

Cost

TOPdesk: Thanks to our regressive pricing model and no hidden costs, TOPdesk often becomes a more affordable choice as you (inevitably) scale up. We offer several pricing packages that fit different organizational needs – all including unlimited assets in our asset management feature.

Freshservice: Freshservice is priced lower upfront, but as your organization grows, licensing fees, fees for asset storage and scale-up costs make it more expensive in the long run, especially if you integrate other tools from the Freshworks suite.

Interface

TOPdesk: While our UI (user interface) has a less modern look and feel compared to Freshservice, our infrastructure is more stable and functional, often leading to higher user satisfaction in the long run.

Freshservice: While Freshservice's focus on user experience is strong, some feedback suggests that for greater stability, the underlying infrastructure of the tool requires more attention.

Which solution is better for you?

Choose TOPdesk when:

• You're looking for an ITSM solution based on best practices so you can improve the way you work without reinventing the wheel.
• You prefer a best-of-breed instead of a best-of-suite solution.
• You want to focus on continuous improvement and want a solution that can grow alongside your needs.
• You want to improve the collaboration between departments through a centralized communication channel.
• You prefer a partnership with a vendor that adds a personal touch, from implementation to support.

Use Freshservice when:

• You already have strong IT processes in place and don't require additional support.
• Your needs primarily center around ITIL processes and you require a quick solution for standardizing IT practices.
• Your organization is already part of the Freshworks suite.
• You want a modern, user-friendly interface and don’t require advanced functionality.

Discover TOPdesk

Ultimately, both TOPdesk and Freshservice provide ITSM solutions that cater to different organizational needs and priorities.

While Freshservice is strong in quick implementation and simplified ITIL processes, TOPdesk offers best practices, personal support and broader functionality, with a focus on flexibility, collaboration and continuous growth.

Looking critically at your organization's needs and goals will help you choose the ITSM solution that best contributes to the success of your business. To learn more about how TOPdesk can support you, visit our ITSM software page for more details.