TOPdesk cost breakdown: discover features and pricing

On the hunt for the ideal ITSM tool but feeling a bit lost when it comes to costs? Curious about what makes TOPdesk shine compared to the competition? You’re in the right place – we’ve put together all the info you need to decide if TOPdesk is the right tool for you.

First things first: why use an ITSM tool?

When diving into the costs or features that make TOPdesk stand out, we first need to consider the question ‘why use an ITSM tool in the first place?'. That’s easy: ITSM tools eliminate manual tasks and lack of overview. A good tool should not only save you time so you can focus on the work you enjoy, but it should also make things easy for you and your end-users. Want more details? Check out these 3 advantages of modern ITSM tools for service desks.

What makes TOPdesk stand out?

So, what sets TOPdesk apart as an ITSM tool? We’ve got your back every step of the way. You’ll be up and running quickly with our out-of-the-box solution built on best practices. And with the unmatched support of our in-house experts, you’ll have a smooth transition. Best of all: our tool is easy to tweak yourself, so you can keep improving as you grow.

What should an ITSM tool cost?

Before looking at specific costs, first ask yourself: what features do you actually need? Some tools charge per feature or bundle them in packages. By pinpointing which features matter most to you, you can start to figure out potential costs.

Another thing to think about: initial costs vs. subscription or maintenance fees. Some tools might seem like a steal upfront but watch out for hidden costs like high consultancy or update fees down the road.

SaaS vs on-premises

Lastly, consider whether a SaaS (Software as a Service) tool or an on-premises solution fits your organization better.

SaaS tools are hosted and maintained by third-party providers, while on-premises tools are hosted in-house. The best choice for you can depend on many factors, including the size of your organization or the sector you’re in. Unlike other tools, TOPdesk offers both options, so regardless of your preference, we’ve got you covered!

For a deeper dive into ITSM tool costs, check out How much should an ITSM tool cost?

TOPdesk pricing model

TOPdesk’s pricing model is straightforward: it’s based on the number of agents you have. More agents? Lower average price per agent. Agents are those who handle tickets, not just any employee or end user. Plus, you can choose to be billed monthly or annually, or even sign multi-year contracts to save on costs. Flexibility for the win!

You can pick from three packages: Essential, Engaged or Excellent. All three include unlimited assets, end users and tickets, plus handy features like Incident Management, Asset Management and a Self-Service Portal. Need more advanced features? Engaged or Excellent might be the best fit for you. And the best part? Upgrading your package is easy. You can start small with one department and grow as you go.

Are there additional costs to consider?

With TOPdesk, extra costs are minimal. The main one to consider is implementation by a consultant. Post-implementation consultancy and integrations with other tools might also cost extra, depending on the tool.

More details about costs for integrations can be found on the TOPdesk Marketplace.

Good news: bi-weekly software updates for Saas are free and automatic—no extra costs there!

TOPdesk versus other ITSM software

Custom-made tools like ServiceNow

Tools like ServiceNow can be tailored to your exact needs, but they come with high upfront costs. Once implemented, changes or updates can also be quite expensive. TOPdesk on the other hand is a standard tool that’s quick to use, so you're up and running in no time, while still having the option of add-ons and customization. This means that consultancy costs are lower in comparison.

Product-led platforms like Freshservice

These tools are easy to set up but often lack personal support and customization options. You’re left doing almost everything yourself, from setting it up to thinking of ways it works best for your team or organization. This means that the way your service team works likely won’t change or improve, which leads to stagnation. With TOPdesk, your tool is future-proof because of our local support from in-house experts, as well as our ‘train-the-trainer' approach.

Self-built or manual solutions

While cheaper and customizable, these tools are usually built to satisfy basic needs only. They lack support and scalability, often becoming clunky and inefficient over time. Take, for example, an Excel ticketing system: the downsides usually far exceed any advantages. These systems may be fine in the startup phase, but between piles of manual work, data risks and lack of overview, you’ll quickly be overwhelmed. With TOPdesk’s best practices, Self-Service Portal and easy integrations, you’ll gain back time to focus on the work that matters.

So where exactly does TOPdesk fit in? We’re the perfect middle ground. A standard tool that’s quick to use, with options for add-ons and customization. Our standout feature? Unmatched support from our in-house experts, making the implementation process smooth and hassle-free. Plus, TOPdesk is easy to maintain, keeping your costs low in the long run.

Possible ROIs with TOPdesk

What are the possible ROIs when investing in TOPdesk? This all depends on the size and scope of your organization, but here are some of the basics that you can count on:

• With our Knowledge Management, you’ll spend 20% less time on recurring calls, so your team can get back to the work that matters.

• With a clear overview of your assets and tickets, you can say goodbye to unnecessary duplicate purchases.

• With our standardized processes, your agents spend less time reinventing the wheel.
• With our quick implementation and train-the-trainer approach, you’ll spend significantly less on consultancy fees in the long term.

Service desk success with Handelskontor Seevetal GmbH

Take Handelskontor Seevetal GmbH as an example. They’re a German organization in the Industry & Trade sector, with 37 locations and 1200 employees. What started as a customized central inbox quickly turned into a lack of overview, with lots of manual work and lost tickets. After implementing TOPdesk, their service desk went from chaotic to excellent. With TOPdesk’s Self-Service Portal, they were able to create forms and workflows to automate their processes. And empowering end users to fix problems in their own time, at their own pace, led to less pressure on their service desk.

Curious about TOPdesk's ROI based on your organization? Our ITSM ROI calculator can help you compare different types of ITSM tools! You’ll see figures on average payback period, total cost vs benefits, self-service automation savings and more.

Still have questions?

For more information about TOPdesk costs and pricing, or to request a quote, check out our Pricing Page.