TOPdesk
vs
Herodesk
Company size
Number of employees
Microenterprises (1-10)
Small business (11-100)
Medium-sized enterprises (101-500)
Large companies (500+)
Microenterprises (1-10)
Small business (11-100)
Medium-sized enterprises (101-500)
Large companies (500+)
Platform
Cloud service
On-premises
Mobile app
Cloud service
On-premises
Mobile app
Price information
Free trial
Price model module
Subscription price model
Price model license
Free trial
Price model module
Subscription price model
Price model license
Product features in Helpdesk Systems
Automated case management
Dashboard with live tracking
Deviation management
Division of responsibilities
External HelpDesk
Integration support
Internal HelpDesk
Knowledge bank
Permission management
Priority function
Reminder function
SLA management
Statistics & Monitoring
Automated case management
Dashboard with live tracking
Deviation management
Division of responsibilities
External HelpDesk
Integration support
Internal HelpDesk
Knowledge bank
Permission management
Priority function
Reminder function
SLA management
Statistics & Monitoring
Product features in Customer Service System
Case status
Handling time
Livechat
Phone
Priority function
Self-help
Sentiment analysis
Smart division of labour
Standard reply
Statistics and reports
Tickets
Case status
Handling time
Livechat
Phone
Priority function
Self-help
Sentiment analysis
Smart division of labour
Standard reply
Statistics and reports
Tickets
Reviews
Based on 5 reviews
Based on 1 reviews
Ease of use
Cooperation with the supplier
Support and service
Range of functions
Customisation and flexibility
Integration
Value for money
How satisfied are you overall?
Ease of use
Cooperation with the supplier
Support and service
Range of functions
Customisation and flexibility
Integration
Value for money
How satisfied are you overall?
Reviews
Pros
The big advantage of Topdesk is that we as customers can adapt the system ourselves to different businesses and needs, as the system is designed so that the customer can easily make major and minor changes that other suppliers charge hundreds of thousands of kronor to adapt. We are not sitting in the lap of a supplier who wants to make money on all our change needs, but we can adapt the system ourselves at no extra cost. It is easy to create templates for case flows based on the processes we work with, which means that we get good control of what, who and how when we handle cases of different kinds.
Extremely customisable system that can automate many flows
What I appreciate most about Herodesk is the combination of ease of use and flexibility. The platform gives us a strong overview of customer dialogue across channels, and the automation options have made it much easier to scale our support without compromising on quality. At the same time, the implementation has been fast and the adoption in the team has been high.
Reviews
Cons
See mostly only advantages but wish that the supplier in the Netherlands broadened their perspective a little more as they may have a mindset that is primarily aimed at companies and not at authorities and municipalities. However, the customisation possibilities are very great in the system, which means that most things can be adapted in a way that works really well.
It's a bit too complex to solve some business flows yourself, you need help from consultants
There are a few advanced features, especially in reporting and workflow setup, that take some getting used to in order to fully utilise. We've also found that some customisations require dialogue with support, but they have been quick to help.
