TOPdesk vs. Zendesk

Brenda Gratas January 5, 2022
- 18 min read

Choosing the right IT Service Management (ITSM) solution is like charting a course through a complex and ever-evolving landscape. There's no shortage of options in the space, and two prominent names often in the spotlight are TOPdesk vs. Zendesk. But how do these platforms stack up against each other, and which will best fit your organization's unique needs and goals?

In this blog post, we'll embark on a comprehensive ITSM tools comparison of both platforms. However, as we delve into this analysis, one compelling contender deserves its own spotlight — InvGate Service Desk. This service desk software brings a fresh perspective to ITSM, with streamlined functionalities and a strong focus on digital transformation.


Table of contents


  • TOPdesk offers an ITSM solution with an intuitive interface and powerful collaboration tools. However, there is an ongoing effort to improve reporting and setup processes.
  • While Zendesk provides robust features and customization options, it does have limitations in terms of pricing and customization.
  • On the contrary, InvGate Service Desk emphasizes efficiency in ITSM setup, flexible deployment, robust ticketing and incident management, and self-service capabilities, with a focus on cost-effectiveness and innovation.


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We tried to be as thorough as possible, but if you don't have enough time to read it through and through, here's (another) TL;DR: InvGate Service Desk can do everything we say here, and you can test it right away for free for 30 days.

Most looked-at features by buyers

When assessing ITSM solutions, potential buyers tend to concentrate on specific functionalities that cater to their organization's requirements. These desired features play a crucial role in enabling an informed decision. 

Let's explore the fundamental aspects prospective purchasers typically scrutinize when comparing various ITSM tools.

  1. ITIL compliance - Many organizations adhere to ITIL best practices for IT Service Management. Buyers may favor solutions that support ITIL processes like Incident Management, Problem Management, Change Management, and Asset Management, as these processes align with their organizational standards.

  2. Ticket Management System - A comprehensive Ticket Management System is significant to buyers within their help desk software. This feature enables effective tracking, assignment, and resolution of customer inquiries and support requests.

  3. Streamlined IT service catalog - Organizations often require a service catalog that facilitates users in requesting specific IT services or resources. This feature simplifies service requests, offers visibility into available services, and facilitates effective service delivery management.

  4. Self-service portal and knowledge base - The inclusion of a self-service portal is highly valued by buyers as it empowers end-users to independently resolve common issues and access relevant information without requiring direct assistance.

  5. Comprehensive reporting - Buyers seek help desk software with powerful reporting tools like dashboards and reports, providing valuable insights into their IT operations and performance. This data-driven approach facilitates informed decision-making and continuous service improvement.

  6. Customization and flexibility - Buyers appreciate software solutions that provide customization options, allowing them to adapt the platform to their specific business needs. This flexibility ensures the software aligns with their unique workflows and processes, enhancing user satisfaction and overall effectiveness.

  7. Efficient Asset Management - Users prioritize software that offers robust IT Asset Management capabilities to help them maintain accurate inventories and optimize resource utilization within their organizations.

  8. User-friendly experience and interface - Buyers take the user experience and interface of the platform into account. They focus on its user-friendliness and how it contributes to user adoption and productivity. An intuitive interface that facilitates efficient interaction with the software is highly valued. Additionally, for organizations with remote or mobile workforces, mobile accessibility holds significant importance.

  9. Scalability - Organizations undergoing growth and evolving needs prioritize solutions that can easily adapt to their expansion and allow customization. It is essential for the solution to offer the ability to create custom fields, workflows, and extensions/plugins, enabling them to tailor it to their unique business requirements.

  10. Seamless integration capabilities - Integration with other systems and applications is a critical requirement for buyers, as it ensures smooth data flow and process automation. The ability to integrate with existing tools and platforms is highly valued for improved efficiency and a unified user experience.

  11. Pricing and support - Buyers assess the solution's cost-effectiveness, considering licensing models, subscription plans, and any additional costs associated with features or users. The availability of customer support, documentation, and training resources also significantly influences their decision-making process.


What is TOPdesk?


TOPdesk IT Service Management software, created by the Dutch software company TOPdesk, is designed to enhance the efficiency and quality of IT support services. This tool combines customer requests, IT assets, and workflows in an easy-to-use system, streamlining the support process for IT staff and guaranteeing a positive customer experience. 

TOPdesk ITSM empowers organizations to efficiently oversee a range of IT service tasks, including Incident Management, Problem Management, Change Management, and Request Management.

What users like from TOPdesk

Users have expressed favorable opinions about TOPdesk, as demonstrated by reviews from reputable sources like Gartner. Here are some key advantages highlighted.

  • Comprehensive Service Management solution - TOPdesk ITSM is an all-encompassing and unified platform, catering to all the IT service requirements of organizations within a single tool.
  • User-friendly interface - The tool provides an intuitive interface that is straightforward to use and navigate, enabling IT agents to execute tasks with ease.
  • Effective Asset and Inventory Management - The software encompasses extensive ITAM capabilities and Inventory Management, delivering a holistic perspective of assets.
  • Flexibility and integration - The platform smoothly integrates with other tools, amplifying its functionality and making it a valuable asset for any IT department.
  • Collaboration enhancements - TOPdesk ITSM fosters seamless communication and efficient troubleshooting through collaborative features, promoting teamwork among operators and departments.
  • Dependable and stable - The software guarantees stability and reliability, ensuring uninterrupted delivery of IT services.
  • Configuration and customization opportunities - TOPdesk ITSM offers extensive configuration and customization possibilities, granting organizations the ability to tailor the software to their specific requirements.
  • User-friendly self-service portal - The self-service portal is designed with user-friendliness in mind, enabling customers to request assistance or report issues easily.
  • Robust engine and dynamic features - The software is equipped with a powerful engine and dynamic features, facilitating efficient and effective IT Service Management.
  • API capabilities for automation and integration - The platform provides API capabilities that enable automation and seamless integration with other systems, streamlining ITSM processes.
  • Responsive customer support - TOPdesk offers swift and helpful customer support, ensuring that issues or concerns are promptly addressed with efficient response times.
  • Information dissemination - The tool informs organizations about new features, ensuring they remain current with the latest developments.

What users don’t like from TOPdesk

While SolarWinds Service Desk does have its positive aspects, customers have expressed specific concerns and dislikes about the platform, as evidenced by reviews from reputable sources like Gartner.

  • Outdated interface - Users have expressed dissatisfaction with the outdated appearance of TOPdesk, suggesting that a modernized design would enhance the user experience.
  • Setup and configuration complexity - Some users find the setup and configuration of specific features challenging, leading to frustrating experiences that could benefit from streamlined processes.
  • Functionality and usability enhancements required - Certain software modules require further development to address user feedback and enhance overall performance.
  • Front-end appearance and customization challenges - Some users have faced difficulties with the visual appearance and customization options on the front end, impacting the overall user experience negatively.
  • Enhanced reporting and dashboard options needed - Users desire improved reporting and dashboard options to gain more valuable insights and data, enhancing analytical capabilities.
  • Issues with Knowledge Management and Change Management Systems - Some users have encountered problems with these systems, indicating the need for further improvement.
  • Implementation delays and consulting service issues - Certain users have experienced delays in implementation and faced problems with consulting services, impacting software adoption.
  • Limited flexibility in personal and group settings - Users perceive the personal and group settings in the software as inflexible, limiting their customization possibilities.
  • Challenges with email triggers - Users have reported difficulties in creating email triggers based on workflows, resulting in communication delays.
  • Inconvenient task separation - The separation of tasks across different modules can be problematic and confusing for users, suggesting a need for simplification and streamlining.
  • Missing features compared to competitors - Users have noticed the absence of certain features or functionalities in TOPdesk, affecting its competitiveness in the market.
  • Slow release of updates for Asset Management - The release of updates for Asset Management has been sluggish, limiting users' access to the latest developments.

What’s TOPdesk’s argument over Zendesk?

TOPdesk presents a compelling case against Zendesk by highlighting its numerous advantages in the realm of IT Service Management. Here's how TOPdesk distinguishes itself.

  1. Comprehensive Service Management solution - TOPdesk ITSM offers a comprehensive and all-encompassing platform. It serves as a unified solution that caters to all the IT service requirements of organizations within a single tool, making it a one-stop shop for IT service needs.

  2. User-friendly interface - TOPdesk stands out with its intuitive and user-friendly interface, designed to be straightforward to use and navigate.

  3. Effective Asset and Inventory Management - TOPdesk ITSM excels in Asset and Inventory Management, providing extensive ITAM capabilities and comprehensive Inventory Management.

  4. Flexibility and integration - TOPdesk seamlessly integrates with other tools, enhancing its functionality and making it a valuable asset for any IT department. 

  5. Collaboration enhancements - TOPdesk ITSM fosters seamless communication and efficient troubleshooting through its collaborative features. This promotes teamwork among operators and departments, improving overall efficiency.

  6. Dependable and stable - TOPdesk guarantees stability and reliability, ensuring uninterrupted delivery of IT services.

  7. Configuration and customization opportunities - TOPdesk ITSM offers extensive configuration and customization possibilities, which empowers organizations to tailor the software to their specific requirements.

  8. Robust engine and dynamic features - TOPdesk's software is equipped with a powerful engine and dynamic features, enabling efficient and effective IT Service Management. 

  9. API capabilities for automation and integration - TOPdesk provides API capabilities that enable automation and seamless integration with other systems. This streamlines ITSM processes, making it more efficient.

  10. Responsive customer support - TOPdesk's customer support stands out with its swiftness and helpfulness. Issues or concerns are promptly addressed with efficient response times, ensuring a high level of customer satisfaction.

  11. Information dissemination - TOPdesk ensures that organizations stay informed about new features, helping them remain current with the latest developments. 


What is Zendesk?

Example of Zendesk's interface.

Zendesk for Service is a complete offering created to meet the needs of IT Service Management in businesses. 

Zendesk Inc. is a software development firm that specializes in customer service solutions offered through a software-as-a-service (SaaS) approach. Their platform equips organizations with tools for individual customer interactions, predictive analytics for common customer questions, data collection, customer engagement, and valuable insights. They serve customers worldwide, spanning Europe, Asia Pacific, Latin America, and North America.

What users like from Zendesk

Customers have highlighted numerous benefits of Zendesk, as evidenced by reviews from reputable sources such as Gartner. Here are some of the benefits that have been recognized.

  • Seamless multichannel support - The platform excels in managing tickets across various channels, seamlessly integrating with social media, chat apps, and traditional channels like email. This integration ensures agents have a unified workspace for streamlined and efficient operations.
  • Exceptional customizability - The user interface distinguishes itself with its outstanding level of customizability, allowing businesses to adjust the platform to suit their specific needs finely.
  • A diverse range of features - Zendesk has introduced a variety of valuable features, including multichannel messaging, the flow builder for managing workflows, and advanced knowledge management tools. Additionally, the Admin Center simplifies configuration tasks, making it easier to handle the platform's complexity.
  • Comprehensive reporting - Zendesk Explore provides a comprehensive suite of options for reporting and querying, which greatly aids in making informed decisions and robustly tracking performance.
  • Expansive app marketplace - The software offers a marketplace with more than 1,200 third-party applications and integrations. This resource proves invaluable for organizations seeking to enhance their ITSM capabilities.

What users don’t like from Zendesk

While Zendesk has many strengths and positive attributes, customers have also voiced criticisms and concerns about certain aspects of the platform. These concerns have been identified through evaluations conducted by sources such as Gartner. Here are some of the shortcomings that have been highlighted.

  • Limited dashboard customization options - Complete dashboard customization is confined primarily to users at the Enterprise level. This limitation can impede their ability to tailor analytics views to their specific requirements.
  • Pricing challenges across business sizes - Zendesk's pricing structure may present difficulties for businesses of varying sizes. The initial cost of $49 per agent per month could be burdensome for small to mid-sized enterprises, and accessing enterprise-level features necessitates higher-cost plans.
  • Integration and compatibility considerations - The software seamlessly integrates with third-party applications and its proprietary CRM solution, Zendesk Sell. However, harnessing these capabilities to their full extent often requires users to opt for higher-tier plans.
  • Reporting and analytics constraints - Although Zendesk's Explore tool offers a range of reporting options, users on an Enterprise plan may find that dashboard customizations are significantly restricted. Many believe Zendesk could enhance this aspect, especially in light of its pricing structure.

What’s Zendesk’s argument over TOPdesk?

Zendesk presents a compelling argument in favor of its platform, showcasing several distinct advantages over TOPdesk.

  1. Seamless multichannel support - Zendesk excels in offering seamless multichannel support. This integration ensures that support agents have a unified workspace for streamlined and efficient operations.

  2. Exceptional customizability - Zendesk's user interface stands out for its exceptional customizability, which allows businesses to have the flexibility to tune the platform to meet their specific needs finely.

  3. A diverse range of features - Zendesk has introduced various features, including multichannel messaging, a flow builder for managing workflows, advanced knowledge management tools, and an Admin Center. This comprehensive feature set may offer organizations more versatility and functionality.

  4. Comprehensive reporting - Zendesk's reporting capabilities provide a comprehensive suite of options for reporting and querying. This empowers organizations with the tools needed to make informed decisions and robustly track performance.

  5. Expansive app marketplace - Zendesk provides an expansive app marketplace, which provides more options and flexibility.


Considering InvGate Service Desk as an ITSM solution alternative

While TOPdesk and Zendesk are recognized competitors in the ITSM sector, exploring alternative solutions that better cater to your organization's specific requirements is crucial. In this context, InvGate Service Desk emerges as a compelling choice that warrants careful consideration. 

Let's delve into the advantageous attributes of InvGate Service Desk that position it as a valuable option for meeting your ITSM needs effectively.

Streamlined configuration and setup

InvGate Service Desk offers a simplified configuration and setup process using a no-code/low-code approach. This approach allows both newcomers and experienced users to implement the system without requiring extensive technical expertise. The platform expedites setup by providing straightforward configuration options, enabling organizations to leverage its robust ITSM capabilities swiftly.

Outstanding user experience

InvGate Service Desk prioritizes delivering an exceptional user experience through meticulous design and adherence to UI/UX best practices. Its intuitive interface promotes rapid adoption, reducing the need for extensive training and enabling users to be productive.


Robust Ticketing and Incident Management

InvGate Service Desk excels in providing strong capabilities for handling tickets and incidents. It simplifies tracking, collaboration, and resolution of tickets, empowering IT teams to manage and prioritize incidents efficiently. With features like automated ticket routing, customizable workflows, and SLA Management, InvGate Service Desk significantly enhances the efficiency of incident resolution processes.

Example of the Ticket Management view on InvGate Service Desk.

Powerful self-service capabilities

InvGate Service Desk incorporates robust self-service functionalities, including an easy-to-use portal, an extensive IT service catalog, and a knowledge base. These features empower end-users to independently resolve common issues, access a wide range of IT services, and utilize self-help resources, reducing the workload on IT staff.


Comprehensive reporting and analytics

InvGate Service Desk offers comprehensive reporting and analytics tools, allowing organizations to gain valuable insights into their IT operations and performance. The platform provides ready-to-use reports and customizable dashboards, enabling IT teams to analyze data, identify patterns, and make informed decisions to enhance their services.

InvGate Service Desk's customizable dashboard view.

Comprehensive Asset Management

By integrating InvGate Service Desk with InvGate Insight, organizations gain a comprehensive view of their IT ecosystem, leading to improved service delivery and reduced downtime. InvGate Insight offers a range of features, including IT Asset Discovery, Inventory Management, Software License Management, and maintenance schedules.




Customization and flexibility

InvGate Service Desk offers flexible deployment options, giving organizations a choice between on-premise or cloud-based solutions. This flexibility ensures that the platform can adapt to the specific requirements of various sectors and industries.

Purpose-built for ITSM, perfect for ESM

InvGate Service Desk is specifically designed for ITSM while seamlessly extending its capabilities to Enterprise Service Management (ESM). It empowers operational departments to enhance their processes and fully embrace the advantages of digital transformation. With a primary focus on ITSM and strong performance in ESM, InvGate Service Desk enables streamlined workflows and comprehensive digital transformation initiatives across all departments.

Cost-effective solution

InvGate Service Desk provides a cost-effective solution without compromising on functionality. It offers a comprehensive range of ITSM features at a competitive price, making it an appealing choice for organizations seeking affordability without sacrificing capabilities. Compared to alternatives like TOPdesk and Zendesk, InvGate Service Desk strikes a balance between cost and functionality.

ITIL best practice compliance

InvGate Service Desk has earned the prestigious PinkVERIFIED Certified certification, demonstrating its commitment to upholding ITSM excellence. Whether organizations are embarking on their ITIL journey or managing complex operations, InvGate Service Desk provides a user-friendly and feature-rich experience aligned with industry best practices.

Fast ROI and ongoing innovation

InvGate Service Desk ensures a rapid return on investment through efficient implementation processes. Within weeks, organizations can start reaping the benefits of this robust ITSM solution. Additionally, regular feature updates keep users at the forefront of technology without incurring additional costs.

Next steps

In the quest to find the perfect IT Service Management solution, the comparison between TOPdesk vs. Zendesk has shed light on two formidable contenders in the field. Both platforms come armed with their unique strengths and advantages.

However, there are alternative solutions out there that might be an even better fit for your needs. One such compelling alternative is InvGate Service Desk. This platform offers a comprehensive range of features that streamline IT operations and enhance Service Management.

Explore our live demo to discover how InvGate Service Desk can revolutionize your IT operations and take your Service Management to the next level!


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