We’re updating Teamwork Desk pricing and introducing two new plans!

Posted by: Emma Ross /

We want to let you know that we’re making some changes to our pricing structure for Teamwork Desk, which will be effective from today, June 5, 2018. As part of this revision, we’re retiring our existing legacy plans and rolling out two new pricing plans in their place so that we can offer a wider range of choices to teams of all types.

We will provide changeover options for existing customers based on your current plan. To learn more about how this will work based on your subscription, go to the billing section in Teamwork Desk for more information.

The guiding principles

As a company, we’re all about transparency, so we want to be as honest and straightforward as possible. We know change is not always easy, so we put a lot of thought into these improvements. Here’s why we’re updating our pricing plans.

  1. The existing per-ticket pricing model didn’t support our vision for the future of Teamwork.com as an integrated product suite. In order for us to reach the next step in our journey, we needed to fully retire the startup plans that charge per ticket, and instead, offer per-user pricing across all plans.
  2. We needed a mid-tier plan between Basic and Pro in order to offer customers a plan that had all of the functionality of the Basic plan plus some of the more powerful features from the Pro plan. With a range of different teams using Teamwork Desk as their principal means of customer communication, we wanted to be able to offer plans to fit their requirements.

What’s included in the new plans?

In place of the Basic plan, we created the Starter and Plus plans. These have been designed to cater to customer needs, offering you a range of options to match your workflows and workloads.

Our aim was to simplify the choice of plan for all types of teams. We felt that two elements essential to include in all plans across the board: 24/5 access to our highly responsive Support team and the integration between Teamwork Desk and Teamwork Projects. Every plan has access to those features.

Starter plan

  • $8.75 per agent, per month; billed monthly
  • $7 per agent, per month; billed annually

A ticket management tool for teams that are just getting started
The Starter plan is best suited to small teams making the switch to a ticket management tool. This plan equips you with all the essential features to support your customers.  Here’s what your team can do at the Starter level:

  • Automatically filter all incoming emails for maximum efficiency with Smart Inboxes.
  • Capture customer queries directly from your website with embeddable contact forms.
  • Reduce incoming queries by setting up a dedicated self-service help doc site, where customers have round-the-clock access to help docs.
  • Add structure to your support processes and improve customer relations with the Customer Portal, giving your customers full visibility over their support requests.
  • Keep the whole team in the loop with part-time agents, with up to 10 replies a month each.
  • Ensure agents aren’t working on the same ticket with collision detection.

 

Plus plan

  • $16.25 per agent, per month; billed monthly
  • $13 per agent, per month; billed annually

Increased automation for teams who need to efficiently manage customer conversations
This plan is great for teams of any size who need to further streamline their team’s workflows by automating repetitive processes. It includes everything in the Start plan as well as the following features:

  • With Triggers, you can automatically assign tickets to certain agents, add tags, and send emails to customers or agents.
  • Improve your team’s time management and customer service efficiency by tracking time spent on each ticket, making it easier to prioritize issues and enabling better collaboration.

 

Pro plan

  • $31.25 per agent, per month; billed monthly
  • $25 per agent, per month; billed annually

Advanced support features that add power to your customer interactions
The Pro plan equips teams with our full set of customer support tools so you can really ramp up your customer interactions. Along with all the features of the Starter and Plus plans, here’s what you’ll get:

  • Delve deeper into your team’s performance with customer happiness reports so you can ensure your team deliver the excellent service your customers deserve.
  • Capture information unique to your business by adding custom fields to your portal and tickets.
  • Use data-driven insights to see how your team are performing, spot trends in customer queries as well as other key support metrics with our advanced reporting tool.

 

Enterprise

For teams that need enterprise-level security and an account manager for added training and onboarding support
Enterprise customers have all of the features of the Pro level, plus they receive personalized service for any support needs. Here are the additional features available on the Enterprise plan:

  • Enjoy the highest tier of security with full at rest end-to-end encryption.
  • Choose an extra layer of security, ensuring only authorized people can access your site with two-factor authentication.
  • Increased security and an enhanced user experience through single sign-on.
  • A dedicated account manager to ensure your success, starting with onboarding and team training for a seamless transition.
  • Quarterly check-ins and an account review to help you improve your team’s efficiency and get the most value from Teamwork Desk.

 

Better service at every level

We’re making these changes so we can help your company grow and provide excellent outcomes for your customers. Please reach out to our support team at desk@teamwork.com if you have any questions about making the switch or choosing a plan.

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Emma Ross
Product marketer

56 Comments

Jodi Talley

We are currently receiving a nonprofit discount. What do you have available for nonprofit discounts within this new pricing model? Thanks!

Reply
Emma Ross

Hi Jodi,

Thanks for getting in touch. As we deal with each case individually, please contact our support team at desk@teamwork.com and they will be happy to discuss your nonprofit discount!

Thanks,
Emma

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Alberto

So, will now be able to set some users as BASIC and some users as PLUS ?

Reply
Emma Ross

Hi Alberto,

Thanks for getting in touch. Unfortunately, it is not possible to have some users as Basic and some users as Plus.

Emma

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James C

This is very disappointing to hear and feels like a betrayal to your early adopters.

Its a good product and was excellent value, but your new pricing model is unsustainable for us.

Can you clarify when our current plan will be retired?

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Emma Ross

Hi James,

Sorry to hear your feel that way. I see you’re on a Startup plan with per-ticket pricing so there are grandfathering options available to you should you wish to choose these. If you navigate to the billing section in Teamwork Desk you can learn more about how this affects your current subscription.

Thanks,
Emma

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Jon

I don’t seem to be able to find anything referring to granfathering options in our billing section. Can you give me some pointers or more details please?

I’ve always considered TW Desk to be quite cheap this is going to be around a 700% increase for us!

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Will

What are the grandfathering options? I don’t seem to see anything except standard billing plans.

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Katriona O'Mahony

Hi Will

You should be able to see your grandfathering options in the checkout section of the app, but if not, just send an email to support@teamwork.com and we can talk through them with you based on your specific plan.

Thanks
Katriona

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Jon

I’m not seeing any grandfather options either. My previous comment doesn’t seem to have appeared on here.

Same as a lot of people on here – switched over from Zendesk as per ticket pricing smashed what we were paying on Zendesk. Would be happy to pay more but our costs are going to go up around 700% looking at the plans avaialble!

Katriona O'Mahony

Hi Jon

I’m sorry to hear you’re not happy. If you email our support team at support@teamwork.com they will be able to talk you through the grandfathering options available specific to your plan.

Thanks
Katriona

Dave MacPherson

Per-user pricing is moronic. The whole reason we signed up for TWD was because you charged per ticket instead.

Reply
Emma Ross

Hi Dave,

Sorry you feel this way. We needed to change the pricing structure of per-ticket pricing to per-user pricing so to drive the growth of Teamwork Desk. Per-ticket pricing simply was not sustainable for us.

Thanks,
Emma

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Marijn

I completely agree with Dave and find this very unsatisfying. One of the USP’s you pitched on Teamwork Desk was the whole per-ticket-pricing idea. Very disappointing.

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Jq

To be fair , this is the model for everything these days. They are gonna increase the price. Look at uservoice now compared to 3-4 years ago. 1000% increase. Plus,Investors love subscriptions as they can say we have $ X users for 5 years out.

Reply
Team Work Desk Customer

TeamWork Desk is removing a critical feature from the basic package: Collision Detection. Any one with more than one agent will be compromised by this decision. It will make coordinating ticket responses with other agents almost impossible as you won’t know if another agent is reading or responding to a ticket in real-time.

There’s no good reason to remove this feature from the basic plan especially when you’re raising prices!

Reply
Katriona O'Mahony

Hi there,

I’m sorry to hear you’re disappointed – I will pass your feedback regarding the availability of collision detection onto the product team.

Thanks
Katriona

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Alex

Hi, are there other options for people currently on “Startup” and have a low number of tickets consumed each month (100ish)?

Reply
Emma Ross

Hi Alex,

The Starter plan would be a good option for you. Remember part-time agents are available on this plan also and have up to 10 replies per month each, so if you have some agents who don’t reply to tickets very often this could suit your needs. If you have any further questions on it our support team would be happy to help. You can contact them on desk@teamwork.com.

Hope that helps,
Emma

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Matt Wilson

This is disappointing as it basically means the Pro package is going up quite considerably and in order to retain the existing features which we have already embedded within our organisation we have no choice but to pay up, migrate or lose functionality.

Reply
Emma Ross

Hi Matt,

We are offering grandfathering opportunities to existing customers based on their current subscription. If you navigate to the billing section of Teamwork Desk you can see what options are available to you 🙂 To discuss your specific plan in detail, please reach out to desk@teamwork.com and our support specialists would be happy to help.

Thanks,
Emma

Reply
Daniel

From Teamwork support:

“The grandfathering options it is referring to in the blog mean you can stay on your current plan for the following 3 months while you review our new plans and choose one that is best for you.”

I don’t think they know what it means.

Reply
Jeff

So to be clear, you’re removing part-time agents (which were free b/c they didn’t send emails outside. Is that correct? Now it’s per user (however that user “uses” the system)??

Reply
Emma Ross

Hi Jeff,

Part-time agents are available on all plans. To clarify, an agent is someone you pay for and they can answer unlimited tickets. A part-time agent is free and can reply to up to 10 tickets each month.

Hope that clears things up 🙂

Emma

Reply
Luke De Landelles

Agree with the rest of the comments…understand business models do change but the reason I was looking at Desk vs ZenDesk vs FreshDesk etc was the pricing model.

Reply
Katriona O'Mahony

Hi Luke

We’re sorry to hear our new pricing model won’t be suitable for your needs.
But I hope when you see some of the new features we have coming out for Teamwork Desk over the next few months, you’ll reconsider!

Thanks
Katriona

Reply
Luis

It would be nice if you could state what some of these features are going to be…

We actually held off on using Teamwork Desk because it did NOT have some of the features we needed, and it looked like it never would. A discussion about the roadmap would be helpful, and might entice some clients to stay (and others, of course, to join for the first time).

Reply
Emma Ross

Hi Luis,

That is a good point and something we are actively looking into.

Thanks for the suggestion,
Emma

Reply
Marty Cochrane

Agree with all the comments. We were grandfathered into the Startup ‘first 150 tickets were free’ plan because we signed up the month Desk launched.

Disappointing that these changes are happening and that I was misled about being able to keep our grandfather plan forever. I agree that it does feel like a betrayal to existing customers and customers that have been with them since the beginning.

We will probably end up switching to Zendesk because of this which is unfortunate.

Reply
Katriona O'Mahony

Hi Marty

I’m sorry you feel that this was a betrayal – that was never our intention I assure you.

Can you reach out to us at support@teamwork.com and we can talk through some options with you?

Thanks
Katriona

Reply
Jason Hendrickson

We’ve been using Teamwork Desk almost since the beginning, we signed up in May 2015. The biggest draw for us has always been the per-ticket pricing. We are a University and our Help Desk is run mainly by student workers, who work about 10 hours per week. I have 2 full time staff and 10 part time staff, but they equal about 4.5 FTE. With the current model, I save money over other ticketing solutions because they only charge per user, and I have to buy 4 licenses for 4 employees who make up 1 FTE. I would be willing to pay more per ticket, but the per ticket pricing was really the draw of Teamwork Desk. As many others have said, this change will increase our pricing by 700-1000%. I know that you guys need to make money on this, but we can talk?

Reply
Katriona O'Mahony

Hi Jason

I’ve asked someone from our customer success team to get in touch but if you are still having issues can you reach out to us at support@teamwork.com and we can talk it through with you.

Thanks
Katriona

Reply
Matt A

The cost of betraying your first batch of customers will be more than what you would lose keeping that model. As one of those customers I have advertised for TWD countless times, not even for the pricing model, but the other features. I can’t do that in good faith now because there is nothing that sets TWD apart from from other basic tier features of competing products. You’ve lost your single largest marketing team in one fell swoop.

In addition, in terms of fiscal changes, you have given no time for organizations to incorporate this cost increase into their budgets within this fiscal year for the next. You will find that many of your customers will switch to an existing free service desk product in order to stay within their budget for the fiscal year.

Growth is understandable, but taking the rug out from your oldest and most loyal customers is not, not from our perspective.

Reply
Katriona O'Mahony

Hi Matt

I’m sorry you’re disappointed with this update – can you send us a mail to support@teamwork.com and we can talk through some options for your plan with you.

Thanks
Katriona

Reply
Cem ATACIK

Hi there,
Everyone here understands that you need to change the business model to grow.
Great, change it and grow. But keep the early adopters as is.

We use many services and I have never seen anyone forcing the change. All companies keep the existing packages of the customers but don’t sell it to new ones.

I feel that you guys are trying to cash out these early adopters but believe me, if you do not keep the old plans for the old customers this will hit back your future sales.

I request the pay per ticket remain for existing customers.

Thanks

Reply
Fred Kaizen

Hi!
Like a lot of us the new pricing is not sustainable to such a small team like us. I hope you gonna considere very small teams in futur plans.
I wait foward infos about grandfather discount as like lot of us i am a customer of the very beginning.
I remember other companies who cnaged their prices plan, and not a little: Wordfence as an exemple… But they had the kindness to consider early customers and maintained their price to them… So only new customers had to pay the new plans. i guess you could consider this option because i feel that lots of old customer could be really disapointed and move away…

Reply
Emma Ross

Hi Fred,

Thanks for reaching out. Can you please contact our Support team at desk@teamwork.com and they will be happy to walk through the options available to you!

Thanks,
Emma

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Max Lynam

wow … changing pricing model for early adopters, rather than just changing for new users is really not a good thing to do to early-adopter users – hey if it’s sending you broke, fine .. we can understand that, although it isn’t likely.

… but, if it’s just something you need to do going forward then you would hope it is for new clients and you didn’t so negatively impact earlier users.

As per other comments – there doesn’t appear to be _any_ grandfathering options in billing area … giving 3 months notice is not a grandfathering option!!

given the desk app doesn’t really work either, seems a bit steep 🙁

Reply
Dimitry rybkin

Bahahah, so basically another cash-grab from Teamwork.

Apparently, we have to pay extra for Response Collision Detection… I’m sure that making response collision detection is that one item that will make Teamwork Desk more commercially viable and scalable. Apparently, it’s also good business practice to put a function that should be MVP into a plan that is double the base…

Exactly the same thing happened with Project Portfolios in Teamwork PM.

I’m now very confident they are just gauging – take this on board guys when thinking about if you are staying or leaving.

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Dimitry R

So now that my comment is published, can I please get a comment from Teamwork on why the Response Collision Detection is a feature is only part of the PLUS plan? Logically, any support team that has more than one agent would require this feature.

Even your description of the START plan states – “A ticket management tool for small teams who are just getting started”. If it’s for small teams, are they not likely to “collide” when addressing tickets? I would have thought that’s a very likely outcome…

I do want to state – that we are more than happy to continue using Teamwork Desk and switch to the new per agent pricing if that’s that’s how it becomes viable for Teamwork. But do you not think it’s unfair to force us to pay double per agent, per month, just for collision detection alone. Even though, its the only feature we “need” from the PLUS plan?

Or is my earlier assertion correct – that it’s just a sneaky attempt to extract more (read double) the funds from our business?

We would really be keen to understand the way Teamwork approaches this.

Reply
Emma Ross

Hi Dimitry,

Thanks for your comment. Since launching the new pricing plans we have listened closely to all of our customer feedback. It’s clear that collision detection is an incredibly important feature to all teams and should be offered on all plans. With that in mind, we have now added collision detection to the Starter plan. If you’ve any further questions, please don’t hesitate to reach out to us on desk@teamwork.com.

Emma

Reply
Dimitry R

Hi Emma,

Thank you for getting back to me. And great news!

I’m incredibly happy that Teamwork has listed to customer feedback on this occasion!

Onward and upwards!

Reply
Kelly Fergus

Will there be a solution for external observer access? In the new levels, it seems any user must be a full-time, paid agent.
We currently utilize the free part-time agent role for a few client-users who want to assist in monitoring their Inbox, but never interact with tickets directly. Losing this point of access— or having to pay full price for it— will be painful not only for us, but also our client partners.

Reply
Emma Ross

Hi Kelly,

Free part-time agents are available on all plans so you can still give clients access 🙂

Thanks,
Emma

Reply
Brandon Scivolette

Regarding ‘grandfathered’ plans: I haven’t found any clarification on what this means to those of us already subscribed under a legacy plan. When I go to the billing page I see that my current subscription expires on 9/12/2018, but your plan details indicate we have 3 months to adopt a new plan, which would be 9/5/2018 (from your announcement date).

My question is: Are we able to renew for the next year on 9/12/2018 under our current plan (as suggested by the ‘grandfathered’ statement), or do we need to choose a new plan?

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Stuart Moore

I’ve read through the comments relating to the updating of the pricing structure and I am actually happy to pay. We’ve been a user of Teamwork Desk for over 2 years and have been very happy with how the system has performed with minimal outages. I feel that I’ve been getting a very functional helpdesk for free for over 2 years.

I thought this day would come and here it is. Well done Teamwork, you’ve got a great product and I will continue to use it as a paid subscriber.

Reply
Katriona O'Mahony

Thats great to hear Stuart! We’re looking forward to continuing to work with you 🙂

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JJ Wiesler

We are a very beta startup. Only a few tickets a month. We chose Desk because it allowed to grow as needed and we are users of Teamwork Projects. The new Per Month, Per Agent model will not work for us. Will you grandfather in loyal customers to their existing pricing. Otherwise, we’ll have to look elsewhere.

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Dimitry Rybkin

Can you please publish my previous comment or I’ll post it on social media. Thanks.

Reply
Joe

We are/were on the “free forever” plan and now it looks like that’s gone away. If you ever call something “free forever”, it means forever. You either need to continue offering this for free (grandfather us early adopters in) or we’re moving to another platform that honors its promise to “forever free”.

Please let me know how you’ll grandfather us in.

Sincerely,
Early Adopter

Reply
Emma Ross

Hi there,

The free forever plan is only available for Teamwork Projects, we never introduced a free forever plan for Teamwork Desk. The Startup plan that was in place when Teamwork Desk was first introduced was billed on a per ticket basis with the first 150 ticket replies free. After this, there was a charge of 5 cent per ticket. We decided to retire the Startup plan that was billed per ticket reply as it wasn’t sustainable. I’m sorry I don’t have better news.

Thanks,
Emma

Reply
Stephen Morgan

My “Desk Account cancellation” email arrived a few days ago so I went hunting for a reason and found this post and comment threads.

Instead of cancelling the Startup plan, how about Teamwork cut down the number of free tickets from 150 to say 50 or 30 and retain/restore the free account for those who were on it?

(ps: I’ve sent an email to “support” requesting and suggesting the same thing)

Reply

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