iSupport Service Desk vs TOPdesk
iSupport Service Desk
isupport.com
TOPdesk
topdesk.comSide by side
| Figure | iSupport Service Desk | TOPdesk |
|---|---|---|
| Price from | — | £51/mo |
| Free plan | — | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | — |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Self-hosted | Yes | Yes |
| Plans published | 3 | 3 |
| Spec score · IT Change Management Software | 8.6 (#11) | 8.6 (#13) |
| Asset management | Network scanning builds an asset database and can run scheduled or real-time comparisons; the vendor says asset quantity does not change the price. | Asset management records equipment, ownership and lifecycle information and can link assets to tickets. |
| Company legal name | The website footer identifies the maker as Groupware Incorporated doing business as iSupport Software. | Crunchbase lists the legal entity as TOPdesk Nederland BV. |
| Deployment | The product is offered as hosted software or an on-premises installation. | TOPdesk runs mainly as SaaS but also supports on-premises installations for organizations requiring local control. |
| Founded | 1992 | 1993 |
| Headquarters | Washington State, United States | Delft, Netherlands |
| Incident management | Incidents can be created from email, direct entry, schedules, social media, mobile clients and end-user portals, then routed and escalated by configurable rules. | The platform registers, routes and tracks incidents through resolution, including SLA tracking. |
| Integrations | Documented integrations include Active Directory, LDAP, Bomgar, Citrix GoToAssist, Outlook Calendar, Google Calendar, Twitter and third-party reporting tools. | TOPdesk advertises more than 100 prebuilt integrations plus custom connections through its open API. |
| Knowledge base | Knowledge entries can be captured from resolved incidents, routed through approval workflows and published to end users through mySupport. | TOPdesk provides a knowledge base for publishing answers and reducing repetitive support requests. |
| Rating on Capterra | 4.3 out of 5 from 34 reviews | 4.4 out of 5 from 111 reviews |
| Rating on G2 | 4.2 out of 5 from 22 reviews | 4.1 out of 5 from 30 reviews |
| Rating on Gartner Peer Insights | 4.8 out of 5 from 21 reviews | 4.4 out of 5 from 1,207 reviews |
| Rating on TrustRadius | 5.1 out of 10 from 4 reviews | 8.4 out of 10 from 500 reviews |
| Security controls | The product supports custom role-based permissions, full audit history, and portal security controls. | The service uses Cloudflare for SSL and DDoS protection and FOX-IT for security-information and event monitoring. |
| Self service | mySupport provides chat, discussion forums, knowledge bases, Q&A guides, custom forms and workflows, and real-time reporting. | The Self-Service Portal lets end users submit and track tickets and find answers to common questions. |
Plans
iSupport Service Desk
- Incident ManagementPriced on request
- Service DeskPriced on request
- Service Desk EditionPriced on request
In their own words
iSupport Service Desk
iSupport Service Desk automates incident, problem, change, knowledge, asset, customer, approval, and survey functions. Its Service Desk Edition combines incident, problem, and change management with service contracts, a CMDB, SLAs, purchasing, and a service catalog. Incidents can come in through email, direct entry, scheduling, social media, mobile clients, and mySupport portals. Administrators can configure forms, workflows, integrations, and business rules. The mySupport self-service portal includes chat, forums, knowledge bases, Q&A guides, custom forms and workflows, and real-time reporting. It is included with every license, with unlimited branded portals and end users at no additional cost. Reporting supports custom report building and scheduled PDF, Excel, and Word reports. The software can be hosted or installed on-premise, with access through Android, iOS, and web; an HTML5 interface also supports tablets and smartphones. Pricing is on request, and a free trial is available.
TOPdesk
TOPdesk is service management software for teams handling tickets, knowledge, assets, and service requests across IT, Facility Management, and HR. Incident Management lets teams register and process requests and complaints, then assign tickets to agents. End users can submit and follow tickets through the Self-Service Portal and look for answers to common questions. Asset Management gives teams a graphical overview of company assets, such as access passes and company cars. All three listed plans include unlimited assets, tickets, and end users, 100GB of storage, and a 2GB file upload limit. Essential costs £51 a month per agent. Engaged costs £72 a month per agent and adds change, contract and SLA, operations, and problem management. Excellent costs £101 a month per agent and adds project management and a webshop. TOPdesk runs in the cloud for most customers and also supports on-premises setups. It offers 100+ integrations and an Open API, including Microsoft Teams, Slack, Salesforce, and Power BI.