# Hornbill Service Manager vs TOPdesk Comparison

| | Hornbill Service Manager | TOPdesk | 
|---|---|---|
| **Star Rating** | 4.5 out of 5 | 4.1 out of 5 | 
| **Total Reviews** | 137 | 30 | 
| **Largest Market Segment** | Enterprise (58.1% of reviews) | Mid-Market (46.4% of reviews) | 
| **Entry Level Price** | No pricing available | No pricing available | 

---
## Top Pros & Cons

### Hornbill Service Manager

**Not enough data**

### TOPdesk

Pros:
- Features (2 reviews)
- Asset Management (1 reviews)

Cons:
- Ticketing Issues (2 reviews)
- Access Control (1 reviews)

---
## Ratings Comparison
| Rating | Hornbill Service Manager | TOPdesk | 
|---|---|---|
  | **Meets Requirements** | 8.5 (89 reviews) | 8.5 (24 reviews) | 
  | **Ease of Use** | 8.9 (93 reviews) | 8.0 (23 reviews) | 
  | **Ease of Setup** | 8.1 (55 reviews) | 7.3 (5 reviews) | 
  | **Ease of Admin** | 8.2 (61 reviews) | Not enough data | 
  | **Quality of Support** | 9.1 (86 reviews) | 8.8 (20 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.3 (61 reviews) | 8.3 (5 reviews) | 
  | **Product Direction (% positive)** | 9.0 (84 reviews) | 9.5 (24 reviews) | 

---
## Pricing

### Hornbill Service Manager

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### TOPdesk

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

---
## Features Comparison By Category

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Hornbill Service Manager** | 8.3/10 | 59 |
| **TOPdesk** | 8.5/10 | 11 |

#### Administration

| Feature | Hornbill Service Manager | TOPdesk | 
|---|---|---|
| **Change Management** | 8.8 (39 reviews) ✓ Verified | 8.8 (10 reviews) ✓ Verified | 
| **Asset Management** | 7.3 (40 reviews) ✓ Verified | 8.3 (10 reviews) ✓ Verified | 
| **Reports & Analytics** | 7.3 (44 reviews) ✓ Verified | 8.8 (10 reviews) ✓ Verified | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **Knowledge Management** | Not enough data | Not enough data | 
| **Project Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Service Request Management** | Not enough data | Not enough data | 
| **Release Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Capacity Management** | Not enough data | Not enough data | 
| **Availability Management** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 

#### Service Desk

| Feature | Hornbill Service Manager | TOPdesk | 
|---|---|---|
| **Help Desk** | 9.1 (54 reviews) ✓ Verified | 8.8 (10 reviews) ✓ Verified | 
| **Incident Reports** | 8.8 (48 reviews) ✓ Verified | 8.3 (10 reviews) ✓ Verified | 
| **Process Workflow** | 8.8 (47 reviews) ✓ Verified | 8.2 (10 reviews) ✓ Verified | 
| **Customizable Reports** | Not enough data | Not enough data | 

#### Management

| Feature | Hornbill Service Manager | TOPdesk | 
|---|---|---|
| **Reporting** | 7.9 (47 reviews) ✓ Verified | 8.3 (10 reviews) ✓ Verified | 
| **Administration Console** | 8.7 (46 reviews) ✓ Verified | 8.7 (9 reviews) ✓ Verified | 
| **Access Management** | 8.5 (40 reviews) ✓ Verified | 8.5 (10 reviews) ✓ Verified | 
| **Asset Management** | 7.6 (39 reviews) ✓ Verified | 8.3 (10 reviews) ✓ Verified | 
| **Policy Dictation** | 7.7 (22 reviews) ✓ Verified | 8.5 (9 reviews) ✓ Verified | 
| **Real-Time Reporting** | Not enough data | Not enough data | 

#### Functionality

| Feature | Hornbill Service Manager | TOPdesk | 
|---|---|---|
| **Ticketing System** | 9.3 (56 reviews) ✓ Verified | 9.0 (10 reviews) ✓ Verified | 
| **Performance Logging** | 8.2 (39 reviews) ✓ Verified | 8.0 (9 reviews) | 
| **Alerting** | 8.3 (35 reviews) ✓ Verified | 8.8 (10 reviews) ✓ Verified | 
| **Automation** | 8.1 (42 reviews) ✓ Verified | 8.5 (10 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Hornbill Service Manager | TOPdesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Resource Allocation & Planning** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 

#### 

| Feature | Hornbill Service Manager | TOPdesk | 
|---|---|---|
| **Prioritization** | Not enough data | Not enough data | 
| **Service History** | Not enough data | Not enough data | 
| **Client Portal** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Service Catalog** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Support Ticket Tracking** | Not enough data | Not enough data | 
| **Automated Routing** | Not enough data | Not enough data | 
| **Macros/Templated Responses** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Search** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Dashboard Creation** | Not enough data | Not enough data | 
| **Remote Access & Monitoring** | Not enough data | Not enough data | 
| **Asset Tracking** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Approval Process Control** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Hornbill Service Manager** | 7.6/10 | 56 |
| **TOPdesk** | N/A | N/A |

#### Generative AI

| Feature | Hornbill Service Manager | TOPdesk | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | Hornbill Service Manager | TOPdesk | 
|---|---|---|
| **Knowledge Base** | 8.0 (45 reviews) | Not enough data | 
| **Searchable Articles** | 8.0 (41 reviews) | Not enough data | 
| **Community Forums** | Feature Not Available | Not enough data | 
| **Mobile Optimization** | 7.5 (6 reviews) | Not enough data | 
| **Personalization** | 7.3 (10 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Hornbill Service Manager | TOPdesk | 
|---|---|---|
| **Branding** | 7.9 (8 reviews) | Not enough data | 
| **Automation** | 7.1 (12 reviews) | Not enough data | 
| **Artificial Intelligence** | 7.1 (7 reviews) | Not enough data | 
| **Integrations** | 7.4 (9 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Hornbill Service Manager | TOPdesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Hornbill Service Manager** | 8.3/10 | 67 |
| **TOPdesk** | 8.5/10 | 23 |

#### Incident Management

| Feature | Hornbill Service Manager | TOPdesk | 
|---|---|---|
| **Automate Ticket Routing** | 8.5 (59 reviews) | 8.8 (19 reviews) | 
| **Ticket Prioritization** | 8.6 (59 reviews) | 8.4 (20 reviews) | 
| **Ticket Notifications** | 8.7 (61 reviews) | 9.1 (19 reviews) | 
| **Knowledge Base** | 8.0 (51 reviews) | 8.6 (18 reviews) | 
| **Knowledge Base/Ticket Integration** | 8.2 (48 reviews) | 8.1 (18 reviews) | 

#### Reporting

| Feature | Hornbill Service Manager | TOPdesk | 
|---|---|---|
| **Dashboards** | 8.2 (55 reviews) | 8.2 (19 reviews) | 
| **Time Tracking** | 8.2 (41 reviews) | 8.4 (19 reviews) | 
| **Surveys** | 7.7 (42 reviews) | 8.3 (17 reviews) | 
| **Activity Tracking** | Not enough data | Not enough data | 

#### Access & Usability

| Feature | Hornbill Service Manager | TOPdesk | 
|---|---|---|
| **Mobile** | 7.3 (37 reviews) | 8.6 (15 reviews) | 
| **Self Service** | 8.7 (62 reviews) | 8.8 (18 reviews) | 
| **Active Directory** | 8.5 (57 reviews) | 8.8 (16 reviews) | 
| **Multi-Channel Access** | 8.5 (48 reviews) | 8.0 (16 reviews) | 

#### Agentic AI - Service Desk

| Feature | Hornbill Service Manager | TOPdesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 

#### 

| Feature | Hornbill Service Manager | TOPdesk | 
|---|---|---|
| **Project Management** | Not enough data | Not enough data | 
| **Procurement Management** | Not enough data | Not enough data | 
| **CMDB** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **IT Risk Management** | Not enough data | Not enough data | 
| **Service Catalog** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Change Management** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Benchmarking** | Not enough data | Not enough data | 
| **Localization Automation** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Customer Support** | Not enough data | Not enough data | 
| **Scheduled/Automated Reports** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Release & Deployment** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **Remote Access/Control** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Asset Lifecycle Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (2):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to Hornbill Service Manager (1):** [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)



---
## Reviewer Demographics

### By Company Size

| Segment | Hornbill Service Manager | TOPdesk | 
|---|---|---|
| **Small-Business** | 3.7% | 14.3% | 
| **Mid-Market** | 38.2% | 46.4% | 
| **Enterprise** | 58.1% | 39.3% | 

### By Industry

#### Hornbill Service Manager

- **Information Technology and Services:** 16.2%
- **Government Administration:** 14.0%
- **Hospital & Health Care:** 13.2%
- **Financial Services:** 13.2%
- **Pharmaceuticals:** 6.6%
- **Construction:** 5.1%
- **Higher Education:** 3.7%
- **Computer Software:** 2.9%
- **Utilities:** 2.2%
- **Public Policy:** 1.5%
- **Other:** 21.3%

#### TOPdesk

- **Computer Software:** 10.7%
- **Retail:** 7.1%
- **Primary/Secondary Education:** 7.1%
- **Higher Education:** 7.1%
- **Consumer Goods:** 7.1%
- **Education Management:** 7.1%
- **Banking:** 3.6%
- **Business Supplies and Equipment:** 3.6%
- **Chemicals:** 3.6%
- **Computer & Network Security:** 3.6%
- **Other:** 39.3%

---
## Alternatives

### Alternatives to Hornbill Service Manager

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1345 reviews)
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### Alternatives to TOPdesk

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1345 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1943 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (989 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (753 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (250 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.2/5 stars (632 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1241 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (289 reviews)
- [ClickUp](https://www.g2.com/products/clickup/reviews) — 4.6/5 stars (13609 reviews)

---
## Top Discussions

### Hornbill Service Manager

- Title: [How do I stop the screen from flashing when updating](https://www.g2.com/discussions/40997-how-do-i-stop-the-screen-from-flashing-when-updating) — 2 comments, 1 upvote
  > **Top comment:** "Hi Sarah, Thank you for your query. 
I have checked with the team here and it seems that this unfortunately might be an issue on your side. Your Hornbill..."
- Title: [What modules has your  organization adopted?](https://www.g2.com/discussions/32056-what-modules-has-your-organization-adopted) — 2 comments, 1 upvote
  > **Top comment:** "Hi Jibran

We certainly have Change Management and Document Management modules which are extremely feature rich. Customers who have adopted these are not..."
- Title: [Why does search not find what I'm looking for?](https://www.g2.com/discussions/30423-why-does-search-not-find-what-i-m-looking-for) — 2 comments, 1 upvote
  > **Top comment:** "Hi Charles,
Like many transactional systems, the search is complex mostly because of the sheer amount of data involved. There are a lot of search options..."
- Title: [How can we automatically capture emails into tickets and respond with an auto-responder ticket?](https://www.g2.com/discussions/40756-how-can-we-automatically-capture-emails-into-tickets-and-respond-with-an-auto-responder-ticket) — 1 comment, 1 upvote
  > **Top comment:** "Hi Adam, 
Thank you for your query. A member of our Customer Success team will contact you very shortly to assist. "

### TOPdesk

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/hornbill-hornbill-service-manager-vs-topdesk)