TOPdesk vs Zendesk: which ITSM tool is right for you?

While TOPdesk vs Zendesk may seem similar at first glance, they cater to different needs. In this article, we’ll break down the key differences between TOPdesk and Zendesk so you’ll have a clear understanding of which tool best suits your needs.

TOPdesk is an ITSM tool built to manage and improve internal IT support, particularly in B2B environments, while also extending beyond IT to support other service departments like HR and Facilities Management. Zendesk can also be used to manage IT services, but its main focus is external customer service, making it a more logical choice for B2C businesses.

What is TOPdesk?

TOPdesk's ITSM software is built on more than 30 years of experience and ITSM best practices. Although it's an out-of-the-box ITSM tool, it's flexible enough to personalize to your specific needs. It offers a wide range of features, such as Incident Management, IT Change Management and IT Asset Management, over 100 integration options and local in-house support.

Key TOPdesk features

Strong ITSM focus: TOPdesk's software is built specifically for IT service management and based on ITIL-aligned best practices, but also extends beyond IT, supporting HR, Facilities Management and other internal departments through Enterprise Service Management.

Local in-house support and consultancy: TOPdesk offers local support and consultancy for a better user experience. Our team of in-house experts supports our customers every step of the way to make sure they get the most out of the tool.

Customizable without coding: The tool is easy to tweak so organizations can tailor the solution to their specific needs themselves – no coding or extra consultancy hours required. Easily add features, including add-ons and integrations, as you need to and get rid of what you don’t.

What is Zendesk?

Zendesk is a customer service platform designed to manage external support interactions, primarily serving the B2C sector. It offers a wide range of products aimed at improving the customer experience, including:

• Zendesk Support
• Zendesk Guide
• Zendesk Chat
• Zendesk Talk
• Zendesk Sell

While Zendesk can be used for internal IT service management, its strength lies in facilitating external customer support.

Key Zendesk features

Extensive product offering: Zendesk offers a range of different products and solutions that not only cover customer service but also support sales operations. This means businesses can collaborate across departments more easily and are less reliant on multiple vendors.

Easy to use: While Zendesk isn't an out-of-the-box solution, its user-friendly interface makes it relatively easy to use and implement. However, there can be a learning curve due to Zendesk's extensive feature set, depending on which and how many features you use.

Public customer portal: Zendesk offers a public customer portal that allows customers to track their support requests and access previous interactions without needing to log in. This makes it ideal for external customer support.

TOPdesk vs Zendesk: Key differences

Primary focus

TOPdesk: IT Service Management

TOPdesk is primarily an IT Service Management platform designed to manage internal IT and related services. Customers praise TOPdesk's features that cater to ITSM processes like Incident Management, IT Change Management and IT Asset Management, as well as our user-friendly Self-Service Portal. According to a TrustRadius review, TOPdesk “has by far the best ITSM tool to work with for end users and operators”.

Zendesk: Customer service management

In contrast, Zendesk has a strong focus on customer service management. While its helpdesk software can also be used by IT departments, Zendesk's primary audience is customer-facing teams. This broader focus means it may lack certain specialized ITSM features. As another TrustRadius review mentioned: “I would not recommend it for ITSM software needs as it doesn't have all the capabilities you would want in an ITSM software.”

Automation: APIs vs macros

When it comes to automation, TOPdesk vs Zendesk both have very distinct approaches:

TOPdesk: API approach

TOPdesk offers API-based automation. An API (Application Programming Interface) is a set of rules that allows different software applications to communicate with each other. APIs enable seamless integration between different systems, allowing them to exchange data and trigger automated workflows without manual intervention. This means that organizations can connect TOPdesk with other (IT) tools to automate tasks like creating or updating tickets and managing escalations.

Zendesk: Macro approach

Zendesk relies more on macros, which are pre-set actions that agents can apply to tickets. While macros are useful for simple, repetitive tasks, they lack the customization and adaptability that API-driven automation has. And, if a macro-based automation breaks, it often requires manual fixing, whereas APIs are more easily adaptable.

Stability and reliability

TOPdesk: TOPdesk's infrastructure is very stable, with minimal disruptions and outages. Continual deployment and regular updates contribute to its reliability.

Zendesk: Some Zendesk users report occasional issues with plugin failures and automation breakdowns or experienced downtime without prior notification, leading to service disruptions.

Support quality

TOPdesk: TOPdesk's implementation is quick, and our after-sales support includes six monthly follow-ups to make sure the software continues to meet your organization's needs. With 75% of support tickets resolved within 24 hours, customers appreciate how reliable the TOPdesk support team is:

Even on Friday 5:00 PM, TOPdesk will assist you with any problems.

What's unique about TOPdesk's support is that the team uses TOPdesk themselves, so when customers reach out for help, they're connecting with experts who use the software daily and know it inside and out.

Zendesk: Zendesk's support is outsourced to various partners, which can lead to inconsistent service levels. Despite Zendesk's extensive help center, customers report instances of slow response times and difficulties navigating the available support resources.

TOPdesk vs Zendesk: Which tool should you choose?

To decide between TOPdesk vs Zendesk, consider your organization’s priorities:

Choose TOPdesk if:

• You’re a mid-size to enterprise B2B organization (200-5000 employees).
• You need a dedicated IT Service Management tool, with the option to scale to other service departments.
• You prefer API-driven automation for long-term flexibility and integrations.
• You value personalized support and consultancy that helps you get the most out of your ITSM tool.

Choose Zendesk if:

• Your organization is a global enterprise with over 10,000 employees.
• Your primary focus is on customer service and managing external-facing support interactions, with low IT needs.
• You need scalable solutions for a large customer base.
• You’re looking for a broad product portfolio that supports both customer service and sales operations.

How other ITSM vendors compare

Curious about how other ITSM vendors compare to TOPdesk? Check out our detailed comparison guides below to see how TOPdesk stacks up against other ITSM solutions:

• TOPdesk vs ServiceNow
• TOPdesk vs Freshservice
• TOPdesk vs Jira
• TOPdesk as a ManageEngine alternative
• TOPdesk as an Omnitracker alternative

Explore these comparisons to make an informed decision based on your organization's unique needs and priorities.

Final thoughts on TOPdesk vs Zendesk

As they both have different focuses, comparing TOPdesk vs Zendesk depends on your organization's needs. If your priority is internal IT service management, TOPdesk is the clear winner, offering a dedicated ITSM solution with the option to scale to other service teams. If you’re looking for a customer service-focused tool for handling customer interactions, Zendesk is the better fit. Although Zendesk can be used for IT support, it’s not ideal for long-term ITSM goals and is better suited for customer service management.

This often leads organizations to outgrow Zendesk's basic ITSM features and migrate to more mature ITSM solutions like TOPdesk. As a G2 review noted:

I have worked with three organizations recently who are leaving Zendesk for another tool due to the lack of native support for ITSM.

While Zendesk may serve basic IT needs initially, organizations serious about ITSM should consider a more futureproof solution from the start.

Still unsure? Visit TOPdesk's ITSM software page to learn more about how TOPdesk can meet your organization’s IT needs.