TOPdesk vs. Zoho Desk: Which is Best? - Wheelhouse

TOPdesk vs. Zoho Desk: Which is Best?

TOPdesk vs. Zoho Desk Best Overall: Zoho Desk

In our comparison of TOPdesk vs. Zoho Desk, Zoho Desk is the best option with a higher overall Wheelhouse Score. Wheelhouse Score uses a combination of feature and pricing comparison data, average user ratings, and editorial reviews to score software vendors on a scale of 1-10.

Quick Info

TOPdesk Quick Info
WH Score:
8.8
Pricing Score:
9.0
Feature Score:
9.0
Usability Score:
8.4
Company Size:All Sizes
Platforms:
Zoho Desk Quick Info
WH Score:
9.4
Pricing Score:
8.9
Feature Score:
9.5
Usability Score:
8.8
Company Size:All Sizes
Platforms:

Pricing

TOPdesk Pricing
Price Range
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* Vendor does not share prices.

Zoho Desk Pricing
Free
Free
per user / per month
Standard
$14
per user / per month
Professional
$23
per user / per month
Enterprise
$40
per user / per month

Features

TOPdesk Features
  • Ticket Assign
  • Ticket Tagging
  • Ticket Queuing
  • Ticket Linking
  • Ticket Routing
  • Ticket Transfer
  • Ticket Merge
  • Ticket Split
  • Ticket Rating
  • Agent Handoff
  • Agent Collision Detection
  • Issue Management
  • Ticket Lifecycle Management
  • Screen Sharing
  • Softphone
Zoho Desk Features
  • Ticket Assign
  • Ticket Tagging
  • Ticket Queuing
  • Ticket Linking
  • Ticket Routing
  • Ticket Transfer
  • Ticket Merge
  • Ticket Split
  • Ticket Rating
  • Agent Handoff
  • Agent Collision Detection
  • Issue Management
  • Ticket Lifecycle Management
  • Screen Sharing
  • Softphone

Pros & Cons

TOPdesk Pros & Cons
Pros
  • It's proven to be an effective tool for gathering valuable insights about our customers
  • We initially started with incident management but have since expanded to incorporate change management, operations, and objects.
Cons
  • The default Fuzzy search option isn’t good-to disable it, I always use the quotes around a search term
  • Failure to recognize the X character, as we have an issue with usability with Firefox and the operator console, makes it very frustrating.
Zoho Desk Pros & Cons
Pros
  • I really like the intuitive interface which allows anyone in the organization to quickly understand all the features.
Cons
  • There's room for improvement in the user interface to enhance the overall user experience.

Reviews

TOPdesk Reviews
Top Favorable Review
M
Mary
Reviewed on Jul 2, 2021

TOPdesk seamlessly integrates with any IT department or organization operating on a ticket-based system. Its comprehensive workload monitoring and management capabilities make it an ideal choice for organizations reliant on ticket tracking.

It's proven to be an effective tool for gathering valuable insights about our customers. We initially started with incident management but have since expanded to incorporate change management, operations, and objects.

It lacks certain basic functions, such as the ability to add photos to an existing call. Also, I believe the self-service portal could benefit from more customization options.

Top Critical Review
M
Michael
Reviewed on Jul 2, 2021

We have automated many services over the years using the self-service portal since it is extremely configurable. Also, it is a very functional system.

Has an extremely configurable self-service portal which has constantly evolved, and it has an available SSO option which is quite easy to install.

The default Fuzzy search option isn’t good-to disable it, I always use the quotes around a search term. Failure to recognize the X character, as we have an issue with usability with Firefox and the operator console, makes it very frustrating.

Zoho Desk Reviews
Top Favorable Review
J
Jeffery
Reviewed on Jul 2, 2021

With Zoho Desk, we can now provide great engagement and support to delight our customers.

I really like the intuitive interface which allows anyone in the organization to quickly understand all the features.

It would be great if new features could be added in a timely manner.

Top Critical Review
S
Samuel
Reviewed on Jul 2, 2021

We've been able to seamlessly gather data from users and seamlessly integrate it into our system.

Straightforward solution with a wealth of features to effectively handle support tickets.

There's room for improvement in the user interface to enhance the overall user experience.

Alternatives

TOPdesk Alternatives
Zoho Desk Alternatives
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TOPdesk vs. Zoho Desk: Detailed Comparison

TOPdesk vs. Zoho Desk Top Ratings & Reviews: Zoho Desk

In our rating and review comparison of TOPdesk vs. Zoho Desk, Zoho Desk has 18 user reviews and TOPdesk has 11. The average star rating for Zoho Desk is 4.61 while TOPdesk has an average rating of 4.36. Zoho Desk has more positive reviews than TOPdesk. Comparing TOPdesk vs. Zoho Desk reviews, Zoho Desk has stronger overall reviews.

TOPdesk vs. Zoho Desk Best Features & Functionality: Zoho Desk

TOPdesk vs. Zoho Desk both offer a strong set of features and functionality including Helpdesk Features, Call Management & Administration, Supported Channels, Document Management, Collaboration Tools, Workflow Automation, Customizable Items, Reporting & Analytics, Systems/Administrative, Identity and Access Management (IAM), Integration Options, Third-Party Integrations, Course Management, Supported Technologies, After-Sales Service, Chat/IM Management. In our feature comparison of TOPdesk vs. Zoho Desk, Zoho Desk offers more of the most popular features and tools than TOPdesk.

TOPdesk vs. Zoho Desk Best Pricing: Zoho Desk

In our pricing comparison of TOPdesk vs. Zoho Desk, Zoho Desk's pricing starts at Free/month and is more affordable compared to Zoho Desk's starting cost of Free/month.

TOPdesk vs. Zoho Desk Best Usability: Zoho Desk

Our comparison of TOPdesk vs. Zoho Desk shows that Zoho Desk scores higher in usability for ease of use, setup & support, quality of support. TOPdesk scores higher in meets requirements, learning curve, ease of admin, but Zoho Desk has the best scores overall for system usability.

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