TOPdesk vs Zoho Desk comparison

TOPdesk and Zoho are both solutions in the Help Desk Software category. TOPdesk is ranked #15 with an average rating of 7.5, while Zoho is ranked #22 with an average rating of 6.0. Additionally, 84% of TOPdesk users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

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Executive SummaryUpdated on Dec 1, 2024

TOPdesk and Zoho Desk are competitors in the helpdesk software market. Each offers distinct features, with TOPdesk excelling in support features and ease of use, while Zoho Desk leads with its automation capabilities and customizability for tailored customer solutions.

Features:TOPdesk offers a self-service portal, integrated asset management, and incident management for a comprehensive service and facility management approach. Zoho Desk provides strong automation, multichannel support, and analytics to streamline operations and enhance customer interactions.

Room for Improvement:TOPdesk could improve its reporting features and enhance its facility management integration. It may also benefit from more robust customization options. Zoho Desk could enhance its IT management capabilities and offer more intuitive interfaces. Expanding integration options beyond the Zoho ecosystem would also add value.

Ease of Deployment and Customer Service:TOPdesk ensures straightforward deployment with extensive IT service management resources and dedicated service teams. Zoho Desk's cloud-based deployment emphasizes scalability and seamless integration into the Zoho applications suite, with responsive support channels for dynamic environments.

Pricing and ROI:TOPdesk typically incurs a higher initial setup cost, offset by its comprehensive features and long-term benefits. Zoho Desk provides competitive pricing with scalable plans, optimizing ROI by offering cost-effective solutions that favor scalability and immediate value. Zoho Desk allows gradual growth through its tiered pricing strategy.

To learn more, read our detailed TOPdesk vs. Zoho Desk Report (Updated: June 2026).

Buyer's Guide

TOPdesk vs. Zoho Desk

June 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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JoseJunior3

Advisor at a tech services company with 11-50 employees

Efficient integration enhances customer insights and communication

The integration between Zoho CRM, Zoho Desk, and Zoho Projects is very good. One of the key features of Zoho CRM is the ability to record telephone calls using AI. The AI tool, Tele Zia, translates calls into bullet points, providing insights such as when to send emails or contact the customer based on previous conversations.

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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 AI collaboration is the most impressive feature of Automation Anywhere."

"Automation Anywhere can have a significant impact on any company's operation, as it can automate a wide variety of tasks that are mundane, time-consuming, and the least productive."

"The core RPA capability is valuable."

"The best part about A2019 is its ease of use. You don't need to be a coding champ or an expert to use and implement A2019 in automating tasks. It's very easy to learn, tweak, and implement in your day-to-day tasks, especially features like capture/record is completely marvelous."

"The platform itself is intuitive and easy to use. I have even mentioned to people who aren't developers or very computer savvy that they could pick up Automation Anywhere and just get started."

"It's pretty simple and non-invasive."

"Automation Anywhere uses a single dashboard that you can access anywhere, and it also provides more insights versus other products, which is an advantage of using Automation Anywhere."

"Bots add a lot of productivity and value to our business, because a robot can work for 24/7. They work a lot better, as compared to a human being, specifically for tasks which are repetitive in nature."

More Automation Anywhere pros

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

"TOPdesk is overall very stable."

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

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

"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."

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

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

More TOPdesk pros

"It is a scalable platform."

"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."

"The ticketing feature is very easy to use, compared to other systems."

"The deployment process is swift, typically taking just one day, and includes customization and automation setup."

"The most valuable features of Zoho Desk are archiving queries and analytics."

"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."

"The tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective."

"It is a highly scalable solution. You can easily add more users through the portal within seconds."

More Zoho Desk pros

Cons

"Even though the product is easy to use, there are some challenges when we move across different environments; there's a lot of setup needed."

"One area requiring improvement is the debugging process. When I use a multi-structure with conditions to switch from one bot to another, successful debugging of the entire process is not feasible. Each bot has to be debugged individually."

"Investment effect is almost none, unfortunately."

"The main issue I identify is that the cost of the enterprise-scale license and add-ons can be a barrier for small businesses."

"We'd like to see more AI features."

"We don't have an ROI in any of our processes. We are just trying it out now to see if it works. We haven't had any savings yet. We have been putting more time in than saving time at this point."

"Cloud API vision and OCR engine integration should be more effective."

"We would like Automation Anywhere to have a way to run a capacity check on machines and show us what is available."

More Automation Anywhere cons

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

"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."

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

"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."

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

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

More TOPdesk cons

"Sometimes, the solution has some email issues in a new data center."

"Could have slightly better integration between additional functionalities in the Zoho desk."

"I would like to have integrated support, and integration between the ticketing tool and the project management tool."

"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."

"The solution needs to have more customization on alerts and notifications."

"The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side."

"There is room for improvement in terms of integration."

"The solution could improve its stability and scalability."

More Zoho Desk cons

Pricing and Cost Advice

"Pricing is affordable and I would recommend beginning with the Starter Package."

"Their licensing processes are in par with most industry standards."

"There is a free trial so that they can get an overview, and there are different licenses that are very affordable and can suit every business model."

"As far as costs, it depends on your use. We started with a basic department pack, which is over 10K. The additional costs depend on the scale of the engagement and how it pans out. We customize to our needs on the go."

"Time and monetary savings can range from 20 to 90 percent."

"The pricing strategy for us is one license for development. It is more complicated than that depending on the options you choose."

"The starting price, which is a one-off fee is a bit high and this may deter mid and small-sized companies from acquiring and decide to shun the platform."

"They recently launched a Community Edition, which is okay, but they should have done this a long time ago."

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."

"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."

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

"The solution is inexpensive compared to competitors."

"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."

"Price-wise, Zoho Desk is about 35 USD a month per user."

"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."

"Zoho Desk's cost is pretty much okay."

"Regarding pricing, it's 35 USD per user a year and 45 USD per user a month. Under the price, I have access to all Zoho products since it all falls under Zoho One's package."

"Zoho Desk's pricing is more flexible."

"The solution costs INR 8400 per user."

"The product costs $10 to $25 per user per month."

More Zoho Desk pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Manufacturing Company

12%

Construction Company

11%

Computer Software Company

Outsourcing Company

11%

Manufacturing Company

10%

Educational Organization

10%

Computer Software Company

Manufacturing Company

12%

Construction Company

11%

Financial Services Firm

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

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

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	2
Large Enterprise	1

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 is your experience regarding pricing and costs for TOPdesk?

The solution's pricing is reasonable and not expensive.

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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 is your experience regarding pricing and costs for Zoho Desk?

The pricing in Brazil is complicated due to the high exchange rate, with one dollar equaling six reais. Altasnet has ...

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What needs improvement with Zoho Desk?

Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with mul...

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What is your primary use case for Zoho Desk?

We use Zoho Desk ( /products/zoho-desk-reviews ) for support tickets. We have a web interface where each customer can...

See all answers

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Compared 13% of the time

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Compared 14% of the time

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Compared 10% of the time

LiveChat vs TOPdesk

Compared 6% of the time

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Compared 4% of the time

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Compared 4% of the time

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Compared 12% of the time

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Compared 8% of the time

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Compared 8% of the time

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Compared 6% of the time

Zendesk vs Zoho Desk

Compared 6% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

Help Desk Software

May 2026

Download TOPdesk product report

Buyer's Guide

Zoho Desk

May 2026

Download Zoho Desk product report

Also Known As

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

No data available

Interactive Demo

Automation Anywhere

Demo not available

TOPdesk

Demo not available

Zoho

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

Zoho Desk offers a user-friendly platform with customizable features that integrate seamlessly with other systems. It supports mobile access, automation, and comprehensive ticketing, making it suitable for managing customer engagement efficiently and providing flexible pricing options.

Zoho Desk is designed to enhance customer support operations with a robust ticketing system and an intuitive interface that facilitates easy configuration and extensive integrations. It supports multi-channel communication including chat, calls, and social media, providing tools to manage customer interactions seamlessly. Users benefit from AI-driven insights and team productivity tracking, which helps in managing service-level agreements and enhancing support efficiency. Though praised for its features, improvement areas include better integration capabilities, more knowledgeable tech support, improved IT service management, and more flexible customization options. Concerns about pricing, lack of lookup fields, and missing features like night mode are also noted. Organizations use it to consolidate inquiries from email and social media and integrate CRM systems for improved customer interactions and issue tracking.

What are the key features of Zoho Desk?

Customizable Features: Tailors to unique business needs with flexibility.
Mobile Access: Provides support on the go through mobile applications.
Automation: Streamlines tasks and automates support workflows.
AI-Driven Insights: Offers data-driven decision-making capabilities.
Multi-Channel Support: Facilitates interactions through chat, email, and social media.
Integration Capabilities: Seamlessly connects with CRM and other platforms.
Team Productivity Tracking: Monitors and enhances team performance.

What benefits can users expect from Zoho Desk?

Improved Customer Engagement: Enhances interaction handling and communication.
Efficient Ticket Management: Simplifies logging and tracking support issues.
Flexible Pricing Options: Offers tiered options to suit different business sizes.
Seamless CRM Integration: Integrates effortlessly with customer relationship management systems.
Robust Analytics: Provides insightful data for strategic planning.

Zoho Desk is extensively implemented in industries that focus on comprehensive customer support. Companies leverage its multi-channel support to handle emails, social media, and other channels effectively. It is frequently used in tech and service industries to track issues, manage SLAs, and enhance asset management processes. The integration with CRM systems allows businesses to align support operations with sales and service strategies.

Zoho

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.

Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket

Buyer's Guide

TOPdesk vs. Zoho Desk

June 2026

Free Report: TOPdesk vs. Zoho Desk

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