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.

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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

"The most valuable feature of the platform right now for us is just getting the most out of the tool. When I first joined the company, we were on version 11, which is the on-premise version of Automation Anywhere. Getting over to the new cloud platform A360 has enabled us to get the most out of general RPA or robotic process automation."

"We were able to replace a lot of the manual and data entry workload that our accounts payable clerks were doing, and the work that was done before by this original group can now be done by four people."

"Now, rather than the team going and collecting all of that information, we can have the bots do it, and that has been fantastic."

"A process that used to take seven to ten days has now been reduced to half an hour."

"I like the new GenAI and Automation Co-Pilot, which is something like attended automation."

"The bottom line is that it is extremely simple and developer-friendly."

"Automation Anywhere has significantly helped us achieve our automation goals, mainly by reducing costs, which alleviates organizational burdens."

"MetaBot is the most valuable feature. Other products have robotic functionality but MetaBot is a kind of functionality by which code is created... so business users who do not have coding knowledge can drag and drop."

More Automation Anywhere pros

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

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

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

"Its ITSM approach is quite useful."

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

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

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

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

More TOPdesk pros

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

"It is a scalable platform."

"You can use the solution anywhere, anytime, even on mobile phones, and it is capable of supporting a lot of users while remaining quite stable."

"The solution doesn't have any bugs."

"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."

"Zoho Desk is very flexible, just like the other applications of Zoho."

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

"The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."

More Zoho Desk pros

Cons

"Certain areas of the user interface require improvement."

"Automation Anywhere is not very scalable because the update and upgrade process requires immense effort from the IT organization to do a tool check."

"Automation Anywhere can include database commands like insert row, bold row, etc commands in 11.x"

"A lot more can be done to make the solution easy for developer to use."

"When it comes to reading email, this solution is unstable and improvements need to be made."

"Bringing a DevOps model for bot implementation integrated through private bot store might be a good idea to improve the tool."

"SMTP mail features should come with migration options. All kind of VB scripts and Java scripts which we built using exiting version should support in this version."

"Since it is not an in-house solution for ERP systems or CRM systems, automating those things requires additional effort."

More Automation Anywhere cons

"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."

"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."

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

"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."

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

"The solution's change management could be better."

"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."

More TOPdesk cons

"They could enhance the product’s features to customize the automated email responses."

"Zoho Desk should provide more integrations and improve the Zoho project integration."

"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."

"Zoho Desk lacks lookup fields for the layouts."

"As per customer requirements, it may have some limitations."

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

"The solution could improve its stability and scalability."

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

More Zoho Desk cons

Pricing and Cost Advice

"It is the most economically friendly and it provides you with a lot of functions."

"There is an annual license to use the solution."

"Considering the cost, it is a bit high, but worth the price because the output accuracy is high."

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

"We have reduced our headcount, approximately 200 to 300 employees, by eliminating manual, repetitive work. It provides profit to the business."

"It's an ideal pricing model to customize the components based on everyone's needs."

"The cost is high for small-scale businesses but it is fine for medium and large enterprises. Its high licensing cost may affect small-scale businesses. Reducing licensing costs would benefit many users."

"Automation Anywhere is expensive, making it more suitable for enterprise organizations."

More Automation Anywhere pricing and cost advice

"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."

"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."

"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."

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

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

"For what it does, it's quite cheap."

"Zoho Desk is a cost-effective solution."

"The solution costs INR 8400 per user."

"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 pricing is more flexible."

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

"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

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

12%

Manufacturing Company

11%

Outsourcing Company

12%

Manufacturing Company

11%

Financial Services Firm

Educational Organization

Construction Company

13%

Manufacturing Company

10%

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	86
Large Enterprise	562

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.

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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 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...

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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...

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Compared 7% of the time

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Compared 5% of the time

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Compared 7% of the time

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Compared 6% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

Help Desk Software

September 2026

Download TOPdesk product report

Buyer's Guide

Zoho Desk

September 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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