TOPdesk vs Zendesk comparison

Why PeerSpot?

TOPdesk and Zendesk are both solutions in the IT Service Management (ITSM) category. TOPdesk is ranked #19 with an average rating of 6.0, while Zendesk is ranked #5 with an average rating of 7.5. Additionally, 84% of TOPdesk users are willing to recommend the solution, compared to 91% of Zendesk users who would recommend it.

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Executive SummaryUpdated on Nov 3, 2024

TOPdesk and Zendesk compete in the IT service management market. While TOPdesk is favored for its cost-effectiveness and support, Zendesk is noted for its extensive features, justifying its higher price.

Features: TOPdesk offers integrated asset management, a self-service portal, and effective internal IT service management, making it suitable for organizations focusing on internal processes. Zendesk provides advanced ticketing, workflow automation, and seamless third-party integrations, catering to a broader range of industries.

Room for Improvement: TOPdesk could enhance its reporting capabilities, expand its integration options, and simplify its ITSM processes. Zendesk might benefit from reducing the complexity of its learning curve, improving cost transparency, and refining user interface customizations.

Ease of Deployment and Customer Service: TOPdesk is praised for its straightforward deployment and efficient customer service, often leading to quicker setup and easier adoption. Zendesk's cloud-based model minimizes internal infrastructure needs, providing extensive support resources despite requiring more time to master its functionalities.

Pricing and ROI: TOPdesk provides a competitive pricing model with lower setup costs, offering a strong return on investment for cost-conscious businesses. While Zendesk has higher pricing, reflecting its broad feature set, the investment often results in high ROI through increased efficiency and customer satisfaction.

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

Buyer's Guide

TOPdesk vs. Zendesk

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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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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AmandaSanchez

Consultant and Startup Founder at AimHi Enterprises

Macros and automation have streamlined workflows and reduced manual effort across support teams

The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful. Somehow seeing a user's ticket history within our app would have been beneficial. That is the only thing that I do not think existed at the time that might have been helpful. Some people struggled with Zendesk, but it was always easy enough to show them how to use it and what they were missing. The only times we really had people report concerns about it was when they did not understand that it could do that or how to use it in that way.

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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

"It's very easy for business users to learn Automation Anywhere."

"AA provides multiple features such as Windows actions, Database actions, Conditional Actions, Files/Folder Actions, Loop actions, Internet actions, and Clipboard actions. I have used mostly all of these features."

"The most valuable thing about using this product is that we are able to use the time that we spent doing manual processing for other progressive purposes."

"Now, we can have the bot check all of them."

"The most valuable features are ease of use and deployment."

"The most valuable feature of this solution is the automation of manual tasks, which save us time."

"We have already seen ROI, and we are already clocking in around 7000 hours of savings per month in terms of productivity."

"Automation Anywhere has saved us a lot of time."

More Automation Anywhere pros

"Its ITSM approach is quite useful."

"TOPdesk is overall very stable."

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

"Change management is the most critical feature."

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

"Technical support is great and we have not had any issues with them."

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

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

More TOPdesk pros

"Zendesk has positively impacted my organization primarily through security, as I do not have to worry about data breaches or leaks because all information is handled and processed through Zendesk, ensuring that only people within the organization can access it."

"Zendesk is a very good product."

"We have improved the service to clients, creating great support and managing relationships."

"Our CS team has been able to quickly and effectively run through customer inquiries using the Zendesk platform."

"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."

"The ROI is amazing."

"Triggers and Automations greatly help with our workflow."

"Zendesk was chosen because it is the most user friendly."

More Zendesk pros

Cons

"One thing I learned with Co-Pilot is that it is very static. For instance, when dealing with tables and their headers, I must program them in a form. If my build changes, I have to return to my form and update the table titles. Features like looping are missing from Co-Pilot."

"Automation Anywhere can be improved as there are issues with the recorder, which needs enhancement to extract more fields in the property set to increase reliability across various web application platforms, such as those built on React, React Azure, and React Angular."

"The bot creation process is tedious. The solution has a lot of features, but since you have to drag down a lot of the commands, it can get tedious to use it. You end up having to use the mouse a lot more."

"Automation Anywhere is troublesome for some people because of the way it is organized."

"Automation Anywhere could use to be more stabilized."

"Automation Anywhere could benefit from more in-person support, as they currently maintain only a virtual presence."

"Their Community Edition is awful. Every second day, it will fail. It will become corrupt."

"Bringing a DevOps model for bot implementation integrated through private bot store might be a good idea to improve the tool."

More Automation Anywhere cons

"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."

"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."

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

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

"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."

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

"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."

More TOPdesk cons

"We have been quite frustrated lately with Zendesk, to the point where we are actually considering switching to different software that is more intuitive and better organized."

"We needed to code stuff on our side due to business specific needs which Zendesk could not account for."

"I would also mention that the Zendesk app on iOS is not very good."

"From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that is what prohibited us from expanding usage of it into more users and using more of its capabilities."

"Reporting by Tags – this is not as effective as allowing reps to disposition tickets themselves."

"An area of opportunity for Zendesk is probably just when there's a long email chain and everything gets forwarded to support, I know it can be time consuming for them to extract the important information from the email chain."

"The stability was a problem as our help desk grew. The product would need work on its stability (system hangs) and being able to handle larger groups."

"Zendesk has not positively impacted my organization."

More Zendesk cons

Pricing and Cost Advice

"This is a comprehensive automation offering with a scalable architecture and flexible pricing models."

"There is an annual subscription for Automation Anywhere."

"Whatever investment, licensing, and resource costs together are put in for development and delivery, we are still at an ROI of 250 percent."

"They are already coming out with a community license, which is really good. That's something that I wish to have."

"The initial setup and licensing fees are high, and although it saves costs in the long run, reaching the break-even point can take at least six months."

"When I started working on it, it was difficult to obtain a trial version (barrier to entry). Now, they have a Community Edition, which may make it easy to get started."

"Talk to your manager and try to procure an automation license for training. This will allow you to train people, so you can move to automation."

"I would like them to have better license management."

More Automation Anywhere pricing and cost advice

"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 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."

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

"The solution is inexpensive compared to competitors."

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

"The price is very competitive."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

"From what I hear, Zendesk's pricing is a little expensive."

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Outsourcing Company

12%

Manufacturing Company

10%

Financial Services Firm

Healthcare Company

Outsourcing Company

10%

Construction Company

10%

Financial Services Firm

Comms Service Provider

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	2
Midsize Enterprise	3
Large Enterprise	7

By reviewers
Company Size	Count
Small Business	37
Midsize Enterprise	22
Large Enterprise	12

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.

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 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 ...

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What is your experience regarding pricing and costs for Zendesk Support?

My experience with pricing, setup cost, and licensing for Zendesk shows that pricing is really affordable compared to...

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What needs improvement with Zendesk Support?

Regarding my main use case for Zendesk, it is really easy to use, but one of the cons I have with it is that it takes...

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What is your primary use case for Zendesk Support?

On a day-to-day basis, I use Zendesk to track, manage, and work on my cases. I also use it to upload information secu...

See all answers

Comparisons

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Compared 10% of the time

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AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

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Compared 8% of the time

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Compared 7% of the time

BMC Helix ITSM vs TOPdesk

Compared 5% of the time

Freshdesk vs TOPdesk

Compared 3% of the time

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Compared 7% of the time

JIRA Service Management vs Zendesk

Compared 4% of the time

Freshservice vs Zendesk

Compared 4% of the time

Microsoft Dynamics CRM vs Zendesk

Compared 2% of the time

IFS Cloud Platform vs Zendesk

Compared 2% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

Help Desk Software

October 2026

Download TOPdesk product report

Buyer's Guide

Zendesk

October 2026

Download Zendesk product report

Also Known As

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

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Interactive Demo

Automation Anywhere

Demo not available

TOPdesk

Demo not available

Zendesk

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

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

Zendesk provides a versatile platform for managing customer interactions, offering efficient ticketing, customization, and integration features across multiple channels to enhance user experiences.

Zendesk stands out for its simplicity, ease of use, and comprehensive integration capabilities with CRM tools, which help optimize workflow efficiency. Users benefit from advanced analytics and reporting features that offer valuable insights into customer behavior. Multi-channel support and self-service portals are integral components, enhancing customer interaction experiences. While security protocols and flexible configurations contribute to its broad appeal, areas for improvement include more intuitive reporting, advanced customization of triggers and automations, and enhancements in knowledge management. Users express the need for better ticket management functionalities, efficient data synchronization, and refined interface aesthetics. Performance can be impacted by extensive customization, and there’s a call for competitive pricing and simplified licensing options.

What are Zendesk's most important features?

Simplicity and Ease of Use - Facilitates smooth onboarding and daily operations.
Integration Capabilities - Seamlessly integrates with CRM tools to enhance workflows.
Analytics and Reporting - Provides insights into customer behavior and operational efficiency.
Multi-Channel Support - Manages customer interactions across various channels.
Self-Service Portals - Empowers users to access information and solve issues independently.
Security and Flexibility - Offers strong security protocols and flexible configuration options.

What benefits and ROI should users look for in reviews?

Increased Productivity - Streamlines processes to boost team efficiency.
Enhanced Customer Experience - Multi-channel support and self-service options improve interactions.
Insightful Data Analysis - Superior reporting features offer valuable business insights.
Improved Workflow - Integrates seamlessly with existing tools to optimize operations.

Zendesk is extensively applied across sectors for customer support management and technical issue resolution. In HR or IT settings, it facilitates internal requests and knowledge base creation. Organizations leverage Zendesk's integration with collaboration tools like Slack and Jira, automating workflows and delivering detailed analytics, which are particularly useful for multinational operations handling queries in different languages and brands.

Zendesk

Sample Customers

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

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.

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

Buyer's Guide

TOPdesk vs. Zendesk

November 2026

Free Report: TOPdesk vs. Zendesk

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

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