{"id":36495,"date":"2024-11-28T09:00:47","date_gmt":"2024-11-28T09:00:47","guid":{"rendered":"https:\/\/www.topdesk.mom\/en\/?p=36495"},"modified":"2025-02-26T15:56:16","modified_gmt":"2025-02-26T15:56:16","slug":"topdesk-vs-freshservice","status":"publish","type":"post","link":"https:\/\/www.topdesk.mom\/en\/blog\/topdesk-vs-freshservice\/","title":{"rendered":"TOPdesk vs Freshservice: which is the right ITSM tool for you?"},"content":{"rendered":"<p><span data-contrast=\"auto\">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?<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Among the many choices are two popular solutions that you\u2019ve probably come across: TOPdesk and Freshservice. In this blog, we\u2019ll 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&#8217;s needs and objectives.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h2><span data-contrast=\"none\">Introduction to TOPdesk<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">TOPdesk&#8217;s ITSM software is built on more than 25 years of experience and ITSM best practices. Like Freshservice, it&#8217;s a standard ITSM tool, but it&#8217;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.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h3><span data-contrast=\"none\">Key benefits of TOPdesk<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h3>\n<h4>1. Based on best practices<\/h4>\n<p><span data-contrast=\"auto\">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.\u00a0<\/span><\/p>\n<h4>2. Local in-house support and consultancy<\/h4>\n<p><span data-contrast=\"auto\">TOPdesk offers a local touch: our team of in-house experts speak your language and have your back every step of the way \u2013 from implementing the software exactly to your liking to helping with questions along the way.\u00a0<\/span><span data-ccp-props=\"{&quot;335559685&quot;:0}\">\u00a0<\/span><\/p>\n<h4>3. In-tool collaboration<\/h4>\n<p><span data-contrast=\"auto\">TOPdesk&#8217;s ITSM software makes working together across service departments easy: our <a href=\"https:\/\/www.topdesk.mom\/en\/features\/self-service-portal\/\">self-service portal<\/a> 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 <a href=\"https:\/\/www.topdesk.mom\/en\/industries\/help-desk-software-for-education\/\">education<\/a>, <a href=\"https:\/\/www.topdesk.mom\/en\/industries\/healthcare-help-desk-software\/\">healthcare<\/a>, <a href=\"https:\/\/www.topdesk.mom\/en\/industries\/itsm-software-for-local-government\/\">local government<\/a> and <a href=\"https:\/\/www.topdesk.mom\/en\/industries\/itsm-software-for-manufacturing\/\">manufacturing<\/a>.<\/span><span data-ccp-props=\"{&quot;335559685&quot;:0}\">\u00a0<\/span><\/p>\n<h2><span data-contrast=\"none\">Introduction to Freshservice<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">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:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\">Freshdesk (Customer Support Software)\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">Freshworks CRM (CRM)<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">Freshsuccess (Customer Success Software)\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">Freshcaller (Call Center Software)\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">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.<\/span><\/p>\n<h3><span data-contrast=\"none\">Key benefits of Freshservice<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h3>\n<h4><b><span data-contrast=\"none\">1. Plug-and-play tool<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:360,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:259,&quot;335559991&quot;:360}\">\u00a0<\/span><\/h4>\n<p><span data-contrast=\"none\">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.<\/span><span data-ccp-props=\"{&quot;335559685&quot;:0}\">\u00a0<\/span><\/p>\n<h4><span data-ccp-props=\"{&quot;335559685&quot;:0}\">\u00a02. <\/span><b><span data-contrast=\"none\">User-friendly interface<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/h4>\n<p><span data-contrast=\"none\">Freshservice has an intuitive, user-friendly interface that makes adopting and navigating the tool easy.\u00a0<\/span><span data-ccp-props=\"{&quot;335559685&quot;:0}\">\u00a0<\/span><\/p>\n<h4><span data-ccp-props=\"{&quot;335559685&quot;:0}\">\u00a03. <\/span><b><span data-contrast=\"none\">Standardized IT processes<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/h4>\n<p><span data-contrast=\"none\">Freshservice aims to simplify IT processes. This straightforward approach can benefit businesses wanting to standardize their IT operations.<\/span><span data-ccp-props=\"{&quot;335559685&quot;:0}\">\u00a0<\/span><\/p>\n<h2>Why Amac made the switch from Freshservice to TOPdesk<\/h2>\n<blockquote><p><span data-contrast=\"auto\">We wanted a solution based on best practices, so we didn\u2019t have to second guess what we were doing. TOPdesk gives us that security.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><\/blockquote>\n<h2><span data-contrast=\"none\">Comparing TOPdesk vs Freshservice<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Now that we\u2019ve explored the main benefits of both Freshservice and TOPdesk, let\u2019s compare them across several categories to see how they measure up.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h3>Implementation<\/h3>\n<p><span data-contrast=\"auto\"><strong>TOPdesk<\/strong>: Like Freshservice, TOPdesk is an out-of-the-box tool, which means it&#8217;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.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:720,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:259,&quot;335559991&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\"><strong>Freshservice<\/strong>: Freshservice&#8217;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.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h3><span data-contrast=\"none\">Customer support<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h3>\n<p><strong>TOPdesk<\/strong>: TOPdesk offers in-house local support and consultancy, a hands-on approach that provides a personal touch. And with our <a href=\"https:\/\/www.topdesk.mom\/en\/services\/#Training\">train-the-trainer approach<\/a>, you can easily learn how to maintain the tool independently, reducing the need for support.<\/p>\n<p><strong>Freshservice<\/strong>: Freshservice&#8217;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.<\/p>\n<h3><span data-contrast=\"none\">SLAs<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\"><strong>TOPdesk<\/strong>: 75% of tickets that come in at TOPdesk&#8217;s support team are resolved within 24 hours \u2013 something we pride ourselves on.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\"><strong>Freshservice<\/strong>: Because Freshservice&#8217;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.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h3><span data-contrast=\"none\">Scalability and customization<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\"><strong>TOPdesk<\/strong>: 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\u2019t.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\"><strong>Freshservice<\/strong>: Although Freshservice is very quickly set up, it offers limited guidance to make the most of your tool. And, once you&#8217;re up and running, Freshworks tends to upsell their entire suite, regardless of your specific needs.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h3><span data-contrast=\"none\">Licensing<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\"><strong>TOPdesk<\/strong>: TOPdesk provides end users of the software with approval and reporting capabilities at no additional cost.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\"><strong>Freshservice<\/strong>: Unlike TOPdesk, Freshservice doesn\u2019t 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.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h3><span data-contrast=\"none\">Scope<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\"><strong>TOPdesk<\/strong>: <\/span><span data-contrast=\"auto\">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.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\"><strong>Freshservice<\/strong>: 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.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h3><span data-contrast=\"none\">Cost<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h3>\n<p><strong>TOPdesk<\/strong>: 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 <a href=\"https:\/\/www.topdesk.mom\/en\/pricing\/\">pricing packages<\/a> that fit different organizational needs \u2013 all including unlimited assets in our asset management feature.<\/p>\n<p><strong>Freshservice<\/strong>: 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.<\/p>\n<h3><span data-contrast=\"none\">Interface<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\"><strong>TOPdesk<\/strong>: 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.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\"><strong>Freshservice<\/strong>: While Freshservice&#8217;s focus on user experience is strong, some feedback suggests that for greater stability, the underlying infrastructure of the tool requires more attention.\u00a0\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h2><span data-contrast=\"none\">Which solution is better for you?<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<h3><span data-contrast=\"none\">Choose TOPdesk when:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h3>\n<ul>\n<li><span data-contrast=\"none\">You&#8217;re looking for an ITSM solution based on best practices so you can improve the way you work without reinventing the wheel.<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">You prefer a best-of-breed instead of a best-of-suite solution.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"none\">You want to focus on continuous improvement and want a solution that can grow alongside your needs.<\/span><span data-ccp-props=\"{&quot;335557856&quot;:16777215,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"none\">You want to improve the collaboration between departments through a centralized communication channel.<\/span><span data-ccp-props=\"{&quot;335557856&quot;:16777215,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">You prefer a partnership with a vendor that adds a personal touch, from implementation to support.<\/span><span data-ccp-props=\"{&quot;335557856&quot;:16777215,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\n<\/ul>\n<h3><span data-contrast=\"none\">Use Freshservice when:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h3>\n<ul>\n<li><span data-contrast=\"auto\">You already have strong <a href=\"https:\/\/www.topdesk.mom\/en\/blog\/improve-itsm-processes\/\">IT processes<\/a> in place and don&#8217;t require additional support.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">Your needs primarily center around ITIL processes and you require a quick solution for standardizing IT practices.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">Your organization is already part of the Freshworks suite.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">You want a modern, user-friendly interface and don\u2019t require advanced functionality.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<h2><span data-ccp-props=\"{&quot;335559685&quot;:0}\">\u00a0<\/span><span data-contrast=\"none\">Discover TOPdesk<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Ultimately, both TOPdesk and Freshservice provide ITSM solutions that cater to different organizational needs and priorities.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">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.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Looking critically at your organization&#8217;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 <a href=\"https:\/\/www.topdesk.mom\/en\/products\/it-service-management-platform\/\">ITSM software page<\/a> for more details.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Explore the key features and benefits of TOPdesk vs Freshservice in this detailed analysis. Discover which ITSM tool best meets your organization\u2019s needs.<\/p>\n","protected":false},"author":370,"featured_media":36498,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-36495","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":37404,"blog_hubspot_cta_link":{"title":"Discover our software","url":"https:\/\/www.topdesk.mom\/en\/products\/it-service-management-platform\/","target":""},"toc_display":"full","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>TOPdesk vs. FreshService: A Detailed Comparison<\/title>\n<meta name=\"description\" content=\"Comparing TOPdesk vs. Freshservice? Explore our blog to discover key differences between these popular service desk solutions. Make an informed choice today!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.topdesk.mom\/en\/blog\/topdesk-vs-freshservice\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"TOPdesk vs Freshservice: which is the right ITSM tool for you? | Better support, happy customers | TOPdesk\" \/>\n<meta property=\"og:description\" content=\"Comparing TOPdesk vs. Freshservice? Explore our blog to discover key differences between these popular service desk solutions. 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