Salesforce Service Cloud vs TOPdesk comparison

Salesforce and TOPdesk are both solutions in the Help Desk Software category. Salesforce is ranked #7 with an average rating of 8.2, while TOPdesk is ranked #17 with an average rating of 7.5. Salesforce holds a 2.0% mindshare in HDS, compared to TOPdesk’s 2.1% mindshare. Additionally, 96% of Salesforce users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

Salesforce Service Cloud

Read 57 Salesforce Service Cloud reviews

2,915 Views
1,283 Comparison Views

96% willing to recommend

TOPdesk

Read 10 TOPdesk reviews

1,635 Views
1,275 Comparison Views

84% willing to recommend

Salesforce Service Cloud

TOPdesk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Salesforce Service Cloud and TOPdesk both compete in the customer service management software category. Salesforce holds an upper hand due to its superior integration and automation capabilities, which are praised in user reviews.

Features: Salesforce Service Cloud includes case routing, service console, and CTI integration, with high customization and seamless integration. Its automation and data integration capabilities significantly boost efficiency. TOPdesk, on the other hand, focuses on ease of use with features like incident management and change management and supports a knowledge base, albeit less extensive than Salesforce.

Room for Improvement: Salesforce Service Cloud could improve its email integration, mobile app functionality, and pricing. Users call for better customization and smoother UI experiences. TOPdesk users note shortcomings in reporting, needing better integration features, particularly with tools like Teams, and are inconvenienced by the lack of real-time analytics and modularity.

Ease of Deployment and Customer Service: Salesforce Service Cloud operates on a public cloud model, supporting hybrid scenarios with comprehensive customer service and tier-level access to complex queries. TOPdesk mainly runs on on-premises solutions, offering appropriate customer support but with variable user satisfaction due to its reliance on internal community forums.

Pricing and ROI: Salesforce Service Cloud is considered expensive, with pricing based on user numbers and features like Service Console, potentially cost-prohibitive for smaller businesses despite providing a strong ROI. TOPdesk offers reasonable pricing with modularity beneficial for smaller enterprises, reflecting positive ROI through operational efficiency.

To learn more, read our detailed Salesforce Service Cloud vs. TOPdesk Report (Updated: February 2026).

Buyer's Guide

Salesforce Service Cloud vs. TOPdesk

February 2026

Download the complete report

Helped 881,733 peers since 2012

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

Salesforce Service Cloud

Ranking in Help Desk Software

7th

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (1st), Knowledge Management Software (4th), IT Alerting and Incident Management (6th)

TOPdesk

Ranking in Help Desk Software

17th

Average Rating

7.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (15th)

Mindshare comparison

As of February 2026, in the Help Desk Software category, the mindshare of Salesforce Service Cloud is 2.0%, down from 2.1% compared to the previous year. The mindshare of TOPdesk is 2.1%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Salesforce Service Cloud	2.0%
TOPdesk	2.1%
Other	95.9%

Help Desk Software

Featured Reviews

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

Leverage top-tier automation capabilities while streamlining complex naming conventions

Salesforce Service Cloud offers pre-built packages that are best in class. The automation capabilities have evolved over time, consolidating previous features into Salesforce flows. However, these work best when everything is within Salesforce Service Cloud and everyone has a license. Without an enterprise MuleSoft license, external interactions complicate automation significantly.

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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

"We are very happy with the support team from Salesforce."

"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."

"The main benefit is having it integrated with the core Salesforce."

"We used Salesforce Service Cloud for CRM (customer relationship management) cases and general sales cases."

"Clients gain productivity and save time with Salesforce Service Cloud."

"The most valuable feature of Salesforce Service Cloud is its very good workflow engine, and customization is quite easy; you can add your own tools and your own extensions of Salesforce, making it very end-user friendly from a technology point of view, even for technical developers who can implement it easily."

"Nobody can compete with Salesforce Service Cloud's scalability."

"We use Salesforce Service Cloud for lead management and opportunity management."

More Salesforce Service Cloud pros

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

"Change management is the most critical feature."

"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."

"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."

"Its ITSM approach is quite useful."

"TOPdesk is overall very stable."

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

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

More TOPdesk pros

Cons

"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."

"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."

"The solution’s user interface could be improved."

"Salesforce Service Cloud's report functionality could be improved."

"While Salesforce Service Cloud is more customer-focused, I believe a little more focus on assets is necessary."

"The pricing for what Salesforce Service Cloud offers is not great."

"The support team is limited and does not typically go above and beyond like some companies. Unless you have premium support, assistance is restricted."

"Since customization can increase the cost from an implementation standpoint, we focus on showcasing Service Cloud's built-in features and possibilities."

More Salesforce Service Cloud cons

"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."

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

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

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

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

"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."

"The solution's change management could be better."

"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."

More TOPdesk cons

Pricing and Cost Advice

"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."

"The tool is pretty expensive."

"The price is too expensive."

"Salesforce Service Cloud is a bit expensive."

"Salesforce Service Cloud is a highly expensive solution"

"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."

"Salesforce is not a cheap product. It can be expensive."

"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."

More Salesforce Service Cloud 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 is inexpensive compared to competitors."

"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."

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

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

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

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Top Industries

By visitors reading reviews

Financial Services Firm

15%

University

Performing Arts

Outsourcing Company

Computer Software Company

13%

Educational Organization

11%

Manufacturing Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	20
Midsize Enterprise	13
Large Enterprise	25

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

Questions from the Community

What is your experience regarding pricing and costs for Salesforce Service Cloud?

I do not have any knowledge of the cost regarding Salesforce Service Cloud.

See all answers

What needs improvement with Salesforce Service Cloud?

I face challenges with Salesforce Service Cloud because it requires and is difficult to customize. It could be better in areas such as media; it does not handle media effectively, particularly with...

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What is your primary use case for Salesforce Service Cloud?

I am not a user, partner, reseller, or implementer as we implemented it ourselves. We do SLA management through Salesforce Service Cloud, which is the role of Service Analytics.

See all answers

What is your experience regarding pricing and costs for TOPdesk?

The solution's pricing is reasonable and not expensive.

See all answers

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 the library require many steps instead of simple actions like drag and drop. This...

See all answers

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 particular person or visiting their desk, I ask employees to raise a ticket for servi...

See all answers

Comparisons

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 19% of the time

ServiceNow vs Salesforce Service Cloud

Compared 10% of the time

NICE CXone vs Salesforce Service Cloud

Compared 9% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 5% of the time

Zendesk vs Salesforce Service Cloud

Compared 4% of the time

More Salesforce Service Cloud Competitors

ServiceNow vs TOPdesk

Compared 22% of the time

JIRA Service Management vs TOPdesk

Compared 12% of the time

GLPI by Teclib vs TOPdesk

Compared 7% of the time

Freshdesk vs TOPdesk

Compared 7% of the time

Zendesk vs TOPdesk

Compared 6% of the time

More TOPdesk Competitors

Product Reports

Buyer's Guide

Salesforce Service Cloud

January 2026

Download Salesforce Service Cloud product report

Buyer's Guide

Help Desk Software

January 2026

Download TOPdesk product report

Also Known As

Service Cloud

No data available

Overview

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce

Excellent service management made easy : Happy customers are the goal of every supporting department. We understand. That’s why we’ve created a solution that helps you improve customer communication, manage workflows and keep track of assets. But above all: our software is simple and attractive. This not only makes it pleasant to use, but also quick to adopt. You’re looking to deliver excellent service from day one – and TOPdesk is here to help. TOPdesk delivers one integrated service platform for IT, FM, HR and other Service departments with a build Self Service Portal, asset management, reporting and integration platform( see also our TOPdesk Marketplace for selection of connectors). Some key features include : Call Management, Incident and Service Request Management, Service Catalogue, Asset & Configuration Management, Problem Management, Change Management, Project Management, Operations Management, Reservations Management, Stock & Order Management, Contract Management and SLA's, Survey Management, Self Service Portal, Form designer, Portal designer, Event & Action Management, Knowlegde Base, Report wizards, Resource Management, Barcode, CAD and Exchange integration TOPdesk helps you streamline your ITIL, Agile, Sox, KCS, ASL/BISL, GDPR compliance Result at our global customer base : 98% customer retention rate 99% of our implementations within budget and timeframe 90% up and running within 3 month NPS score of 35 (4500 cusotmers) 98% customer recommondation score 4,7 score at Gartner Peer Insights Our ecosystem consist of : 4500 customers across 45 countries > 300.000 daily users > 15.000.000 supported end-users 40+ partners What makes TOPdesk unique? • ITIL-based modules for all your service needs: from Ticket and Asset Management to Reservations Management • License based on end users or service agents, whateveris best for you • Unlimited number of assets or self service users • Easy to implement: get up and running quickly • Choose between on-premises or SaaS

TOPdesk

Sample Customers

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva

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

Salesforce Service Cloud vs. TOPdesk

February 2026

Free Report: Salesforce Service Cloud vs. TOPdesk

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