TOPdesk vs Zoho Desk comparison

Why PeerSpot?

TOPdesk and Zoho are both solutions in the Help Desk Software category. TOPdesk is ranked #18 with an average rating of 6.0, while Zoho is ranked #23 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.

Comparison Buyer's Guide

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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: September 2026).

Buyer's Guide

TOPdesk vs. Zoho Desk

September 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

"In our fund management and fund reconciliation process, we had a lot of headcount. Automation has significantly reduced our FTE count, investing that IT personnel into other work. Also, the quality of the work has slightly improved."

"AA has improved our efficiency and saved on manual hours because no manual interaction is required."

"I like the OCR feature, where we can capture information from PDFs."

"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."

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

"Automation Anywhere has led to faster growth in our organization."

"The Control Room for the bots and its ability to connect bots with APIs are the most valuable features."

"The solution's primary benefit is improved efficiency. Automation Anywhere enabled us to enhance many processes that were previously done manually. It helps save time while improving compliance by keeping the data clean. We've also increased visibility for our end-users because we use the data from Automation Anywhere to build dashboards."

More Automation Anywhere pros

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

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

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

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

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

"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."

"TOPdesk is overall very stable."

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

More TOPdesk pros

"The initial setup is easy."

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

"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."

"The solution doesn't have any bugs."

"The product provides communication features like chats and calls."

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

"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."

"Overall, I consider Zoho CRM to be one of the best CRMs in the market today."

More Zoho Desk pros

Cons

"Right now, we are using a VM with Automation Anywhere installed inside it, but it would be nice if the solution could be used on macOS."

"Sometimes, I find that Excel automation is not as expected. Excel automation can be enhanced."

"If you work with image recognition and custom objects, there are stability issues."

"The version that I used (10.3) was not that stable. It easily crashed in-between processes."

"They should do more on the cognitive side."

"Sometimes, in Automation Anywhere, the recording process takes longer when capturing tasks on websites or applications, and there can be internal errors."

"The marketing for Automation Anywhere has room for improvement."

"The assign value function is not there in the A2019 Community edition, which makes it hard for a developer to manipulate the data."

More Automation Anywhere 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."

"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 should be made more user-friendly."

"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."

More TOPdesk cons

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

"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."

"Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough."

"There is room for improvement in customer service and support. It could be more knowledgeable."

"The solution should provide an option to autofill some values while creating tickets."

"Zoho Desk lacks lookup fields for the layouts."

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

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

More Zoho Desk cons

Pricing and Cost Advice

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

"We save 34,000 hours of time per year and have recouped up to $6000 in lost revenue."

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

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

"We would like them to change the license model of charging per bot."

"It has good licensing costs which are average for the market."

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

"Licensing for Automation Anywhere (AA) is paid on a yearly basis. Out of all the RPA tools, it has the most value for money, e.g. what you pay is what you get."

More Automation Anywhere pricing and cost advice

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

"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."

"The solution is inexpensive compared to competitors."

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

"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 costs INR 8400 per user."

"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."

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

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

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

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

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

"The solution is relatively cheap. However, there are additional licensing fees involved."

More Zoho Desk pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

Outsourcing Company

12%

Manufacturing Company

10%

Educational Organization

Computer Software Company

Construction Company

13%

Manufacturing Company

Outsourcing Company

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	558

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 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 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...

See all answers

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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Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

Help Desk Software

September 2026

Download TOPdesk product report

Buyer's Guide

Zoho Desk

August 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

September 2026

Free Report: TOPdesk vs. Zoho Desk

Find out what your peers are saying about TOPdesk vs. Zoho Desk and other solutions. Updated: September 2026.

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