Freshservice vs TOPdesk comparison

Why PeerSpot?

Freshworks and TOPdesk are both solutions in the Help Desk Software category. Freshworks is ranked #6 with an average rating of 8.3, while TOPdesk is ranked #18 with an average rating of 6.0. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

TOPdesk and Freshservice are competing products in the IT service management space. Freshservice appears to have the upper hand due to its superior feature set and automation capabilities, which make it a worthwhile investment for tech-driven environments.

Features: TOPdesk is recognized for its service desk capabilities, asset management, and reporting tools. In contrast, Freshservice offers advanced automation, an intuitive configuration experience, and broad integration possibilities. This positions Freshservice as a solution for tech-intensive environments.

Room for Improvement: TOPdesk could enhance its automation and integration offerings to appeal more to tech-driven businesses. Freshservice could work on making its advanced features more accessible or simplified for smaller, non-tech-centric organizations.

Ease of Deployment and Customer Service: Freshservice provides a straightforward cloud-based setup with quick customer support. TOPdesk offers both cloud and on-premise options, ensuring high accessibility in customer service and deployment flexibility to cater to varied organizational preferences.

Pricing and ROI: TOPdesk offers competitive pricing with a focus on asset management, providing solid ROI for organizations seeking affordability. Freshservice, though potentially higher in cost, justifies this with its features and rapid deployment capabilities, leading to higher perceived value and long-term ROI.

To learn more, read our detailed Freshservice vs. TOPdesk Report (Updated: November 2026).

Buyer's Guide

Freshservice vs. TOPdesk

November 2026

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Raja Farrar

IT Service Delivery Manager at Symposiam

Automation and AI have transformed our service delivery and have made IT support faster and more efficient

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

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Martina Peneva

People Technology Lead at Scandinavian Tobacco Group

Implement service management changes while addressing UI improvements

Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The most valuable feature is the ability to transform data into clusters."

"Automation Anywhere reduced the manpower up to 80% with a high return on investment."

"With Automation Anywhere, they receive their financial statements while still on the call."

"From my perspective, the most valuable features in Automation Anywhere are the ability to connect to different systems of records."

"In particular, with our requirements, we have seen reduced dependency on the workforce and we had proper execution of our business process."

"One of the benefits my organization has seen from these features is productivity in two ways: I am able to save a lot of time because of the automation, I do not need manual intervention anymore as manual intervention has been cut down by ten to fifteen percent, and the productivity gains have been substantial."

"The valuable features that I see for automation with enterprise RPA are IQ Bot and Bot Insights. If you do anything, Bot Insight will provide the dashboard. It starts from the developer with artificial intelligence and the dashboard, which will provide the visibility of business-level metrics as well as operational-level metrics. Those are the good things I see in automation."

"The UI is very user-friendly, even for someone who doesn't have much coding knowledge."

More Automation Anywhere pros

"It has greatly improved the process of ticket triaging."

"All features explored in Freshservice have proven to be helpful in reducing workload and ticket redundancy."

"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."

"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."

"I would recommend this solution to others because it is good and the price is reasonable."

"Freshservice is more stable and easier to use; it's also less expensive, and for small and medium-sized organizations, it's quite good."

"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."

"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."

More Freshservice pros

"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."

"The most valuable feature of TOPdesk is the reports."

"The most valuable feature of the solution is the ticketing feature."

"The most valuable feature of this solution is the incident management module."

"It is an easy-to-use solution."

"Its ITSM approach is quite useful."

"As we have moved to an off-premises deployment, we get regular updates."

"Change management is the most critical feature."

More TOPdesk pros

Cons

"We have used the technical support. I am quite unhappy with the support part. The higher priority tickets are not getting resolved within the SLA. Higher priority tickets for production issues should be looked into immediately. However, until they get escalated, tickets are not receiving higher priority. I would like to see this improve."

"There is a lot of scope for improvement in terms of stability. It is a concern, because right now we are close to 20 to 25 percent false negatives that are coming up."

"I would like to have the ability to schedule bots by whichever one is available."

"In the next release, once the bot is triggered, the system should always recognize the active state and not prompt the user to log in again before the bot finishes all of its tasks."

"The OCR component should allow integration with 3rd party OCR. This way we can use the best of breed solution along with AA or allow better control over OCR packages to be customized."

"In Automation Anywhere, the logging process is manual. We have to manually log each instance where the bot fails or the progress of a task. Automating this through a new feature would help developers simplify their development process."

"Many clients use the Citrix environment but AA has very low functionality to automate a Citrix environment."

"We are still looking into some of its current capabilities, like IT Bot."

More Automation Anywhere cons

"Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information. Some manual information still needs to be entered."

"Freshservice has limitations in the discovery part of the solution. In order to automate the process of bringing information from your infrastructure to the database of the solution, it has a lot of limitations."

"The automation workflows are powerful, but the UI can feel limited; once the workflows get complex, it becomes hard to visualize them."

"Freshservice automation capabilities are improving the way we respond to a few customers. There is a bit of delay when we must respond to the customer."

"I experienced some delay in response time for non-function critical queries."

"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."

"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."

"It's still a new product, so there are some areas that are a little frustrating."

More Freshservice cons

"An operator is also a user but requires creating two different records."

"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

"Change management implementation, facility management, and making reservations on assets can be improved."

"The solution should be made more user-friendly."

"In some fields, it's just not good enough."

"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."

"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."

"It is time-consuming to add new users."

More TOPdesk cons

Pricing and Cost Advice

"We paid separately for the Runner and Creater components. The final cost depends on the structure of your environment."

"The cost is at the highest end of the spectrum."

"The certifications are free of cost."

"It's justified because we have saved quite a bit of money at the company and many manual hours. Overall, it justifies the cost."

"Our pricing a year ago was $600 per license."

"The price of this product is good."

"We're paying a monthly subscription fee for the bot and for services. There are no additional costs beyond the standard licensing fee."

"It's the best RPA tool, but the pricing could be improved."

More Automation Anywhere pricing and cost advice

"The solution may be around 20,000 euros a year."

"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."

"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."

"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."

"It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."

"The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement."

"I don't think it's expensive for the US or some European markets. Still, when I used Freshservice in Mexico, some customers found it a bit pricey, especially considering the platform's features. I think the pricing is fair for use in the European market, but it might be perceived differently in Latin America."

"I can't recall exactly how much we pay, but it is somewhere in the middle compared to the rest of the market. The more we purchase, the cheaper it becomes, and I think the solution offers good value for money."

More Freshservice pricing and cost advice

"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."

"The solution's pricing is reasonable and not expensive."

"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."

"Compared to other products in this segment, I think that they are priced well and not too expensive."

"TOPdesk's pricing is cheaper than Jira's."

"The solution is inexpensive compared to competitors."

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Manufacturing Company

11%

Construction Company

10%

Outsourcing Company

10%

Comms Service Provider

Outsourcing Company

12%

Manufacturing Company

10%

Financial Services Firm

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	565

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	16

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	7

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

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What is your experience regarding pricing and costs for Freshservice?

I cannot comment much on the pricing, setup cost, and licensing for Freshservice as it was already preset up in my co...

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What needs improvement with Freshservice?

I believe Freshservice can be improved by offering more advanced features and customizability. In terms of improvemen...

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What is your primary use case for Freshservice?

In Freshservice, I typically use it for day-to-day tasks. A quick, specific example of how I use Freshservice in my d...

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What needs improvement with TOPdesk?

From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within t...

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What is your primary use case for TOPdesk?

I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a parti...

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What advice do you have for others considering TOPdesk?

The overall solution rating I would give Topdesk is a six. Whether I would recommend the product would depend on the ...

See all answers

Comparisons

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Compared 10% of the time

Blue Prism vs Automation Anywhere

Compared 5% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 4% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs Freshservice

Compared 9% of the time

Zendesk vs Freshservice

Compared 7% of the time

JIRA Service Management vs Freshservice

Compared 5% of the time

Samanage vs Freshservice

Compared 4% of the time

BMC Helix ITSM vs Freshservice

Compared 3% of the time

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ServiceNow vs TOPdesk

Compared 10% of the time

JIRA Service Management vs TOPdesk

Compared 8% of the time

LiveChat vs TOPdesk

Compared 7% of the time

BMC Helix ITSM vs TOPdesk

Compared 5% of the time

Stat for Oracle E-Business Suite vs TOPdesk

Compared 3% of the time

More TOPdesk Competitors

Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

Freshservice

October 2026

Download Freshservice product report

Buyer's Guide

Help Desk Software

October 2026

Download TOPdesk product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Flint

No data available

Interactive Demo

Automation Anywhere

Demo not available

Freshworks

Demo not available

TOPdesk

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Freshservice specializes in user-friendliness and seamless integration, facilitating IT operations with AI-driven ticketing and flexible asset management, essential for diverse organizations.

Known for its comprehensive automation and integration with platforms like AWS, Freshservice enhances IT tasks with flexible workflows and intuitive dashboards. Its self-service portal and effective incident management promote efficient service delivery and SLA compliance, making it vital for IT teams. However, users seek enhanced customization and integration with Microsoft and Google, along with improved analytics and project management features.

What are the essential features of Freshservice?

User-friendliness: Simplifies IT processes with intuitive design.
Comprehensive automation: Optimizes operations through streamlined processes.
AI-powered ticketing: Enhances ticket management with intelligent solutions.
Seamless integration: Connects with platforms like AWS and SolarWinds for efficient workflows.
Flexible workflows and asset management: Adapts to diverse IT needs for better service delivery.

What benefits should users consider in Freshservice reviews?

Streamlined IT operations: Simplifies and speeds up service processes.
Improved SLA compliance: Enhances adherence to service level agreements through efficient management.
Increased service delivery: Boosts the quality and efficiency of services provided.
Visibility across departments: Provides clear tracking and management of service requests and assets.

Freshservice is widely implemented in IT service management, supporting ticketing, incident management, and change management. It assists in customer service, internal support, and integrates with Azure and AWS. Significant for HR service centers and knowledge bases, it enables workflow automation and reporting, centralizing service operations for enhanced visibility and tracking across departments.

Freshworks

TOPdesk enhances ITSM with valuable features like change management and incident management. Its modules support service level and asset management. Users find its interface effective for ticket handling and request escalation.

TOPdesk primarily supports IT service management across organizations, facilitating the complete ITSM lifecycle. It offers modules for change, incident, and configuration management, along with features for ticketing and asset management. The service management capabilities extend to HR, helping employees raise tickets efficiently. Some organizations utilize it for onboarding, offboarding, and maintaining a knowledge library. It addresses needs in project management and financial approvals.

What Are The Key Features of TOPdesk?

Change Management: Streamlines processes necessary for IT changes.
Incident Management: Ensures issues are tracked and resolved promptly.
Reporting Modules: Offers metrics on service performance.
Call Module: Manages customer interactions effectively.
Service Level Management: Monitors and maintains service quality.
Asset Management: Tracks and manages organizational assets.
Reservation Management: Simplifies resource reservations.
Ticketing Feature: Enhances departmental collaboration.
Knowledge Library: Facilitates information sharing across teams.

What Benefits Should Users Look For?

Improved Collaboration: Enhances communication across IT and HR.
Comprehensive ITSM Support: Covers incident, change, and configuration.
Streamlined Onboarding: Supports seamless integration for new employees.
Enhanced Project Management: Assists in managing extensive projects.
Efficient Request Handling: Simplifies ticket management processes.
Informed Decision-Making: Provides insightful reporting data.

TOPdesk is widely used in diverse sectors for ITSM. Organizations employ it for lifecycle management of IT services, leveraging its change and configuration modules. It aids HR departments in managing service requests and employee transitions, providing valuable support in IT and project management.

TOPdesk

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.

Buyer's Guide

Freshservice vs. TOPdesk

November 2026

Free Report: Freshservice vs. TOPdesk

Find out what your peers are saying about Freshservice vs. TOPdesk and other solutions. Updated: November 2026.

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