nara or TOPdesk
A complete ITSM with an AI that resolves requests itself.
nara and TOPdesk both include a ticket system, asset management and a self-service portal. With nara, the AI takes requests in Teams chat and by phone and resolves them itself, right down to the laptop. You set it up in your own words, without consultants, and you can start without replacing TOPdesk.
The difference in brief
TOPdesk is a service management system from Delft with a German subsidiary in Kaiserslautern, licensed per agent in three plans. [1][9] TOPdesk describes its AI as support for the team: it suggests category, priority and operator group, summarizes tickets and drafts replies. Since October 2026, the assistant Robin answers questions in the self-service portal; it comes with the Excellent plan. [2][3]
nara is an AI-native ITSM with every module in one price. The AI takes the request, checks the device, fixes the problem and records every step in the ticket. You set it up in your own words, without consultants. nara runs alongside TOPdesk within one to two weeks and, if you want, replaces it in about six weeks, with your ticket history.
Comparison at a glance
Information on TOPdesk comes from the vendor's public sources. The numbered sources are listed at the end of the page.
nara
AI-native ITSM
TOPdesk
As of October 2026
CMDB with discovery, license management
Yes
Setup
In your own words, without consultants or programming
AI resolves requests itself
Yes, from request to closure
AI in the price
In every plan, language model included
AI acts on devices and systems
Yes, through nara Edge and your systems; you decide what needs approval
External AI tools connect via MCP, read-only [2]
Requests by phone
Yes, with a dedicated phone number and Teams calls
Voice AI through partners such as Parloa [3]
Operation
Cloud in Germany; for large enterprises also entirely in your own data center, AI included
Getting started
Alongside TOPdesk in 1–2 weeks, full switch in about 6 weeks
Per TOPdesk, rollout in three weeks; 2–3 months for the core functions [8]
Where nara leads
The AI does the work. You set the rules.
An employee writes in Teams that she needs Visio for a project. nara checks whether a license is free, gets her manager's approval in Teams, installs the software on her laptop and closes the ticket. You decide which steps need approval, and every action is logged in the ticket. TOPdesk describes its AI as support for the team: AI Triage suggests category, priority and operator group, the answer assistant drafts replies, and agents make the call. [2][3]
Employees ask wherever they are.
In Teams chat, by Teams call, on a normal phone number, in web chat or in the nara app. On the phone, nara recognizes the caller and handles the request during the call, for example unlocking an account or resetting a password. Anyone who prefers a person presses 0. TOPdesk's AI assistant Robin answers in the self-service portal; for voice AI, TOPdesk points to partner solutions such as Parloa. [3]
The AI works right down to the laptop.
nara Edge runs on Windows, macOS and Linux and only opens outbound connections. nara checks services, network and updates right on the device and fixes what is stuck. With TOPdesk, external AI tools such as Copilot, Claude or ChatGPT connect through MCP, read-only and limited to your own data, according to TOPdesk. [2]
Set up in your own words, without consultants.
You describe categories, forms, SLAs, approvals and permissions the way you would explain them to a colleague. nara builds it, tests it and only goes live after your approval. Your team learns it in days. With TOPdesk, implementation by a TOPdesk consultant costs extra, and TOPdesk itself puts the core functions at two to three months. [1][8]
Every module and the AI in one price.
Ticket system, portal, problem and change, SLAs, CMDB with discovery, license management and the AI including the language model are one product at nara, with processing exclusively in the EU. With TOPdesk, the scope depends on the plan: problem, change, SLAs and the core AI features start with Engaged, while Robin and AI Triage come only with Excellent. Discovery comes through integrations such as Lansweeper. [1][4][6]
Start without switching systems.
In the first one to two weeks, nara works alongside TOPdesk: it takes tickets, resolves them and documents them in TOPdesk. When you want to switch, we move your ticket history, knowledge articles and assets out of TOPdesk. The full switch takes about six weeks.
Your tickets show what nara takes on.
With read access to your TOPdesk history, we show within one to two weeks which requests nara handles from day one and how much time your team gets back.
What costs extra with TOPdesk
TOPdesk charges per agent, meaning everyone who works on tickets. According to its price calculator, at 30 agents the plans average €61 (Essential), €86 (Engaged) or €120 (Excellent) per agent per month, plus VAT; above 50 agents, pricing is on request. [1]
Several features require a higher plan. Problem and change management and SLAs start with Engaged, as do the core AI features. Robin, AI Triage, summaries and the answer assistant come only with Excellent. [1][4] The Ebbot virtual support agent is an add-on from Engaged, and implementation by a TOPdesk consultant costs extra, according to TOPdesk. [1]
nara: ITSM at €2.50 per employee per month (€1.75 from the 1,001st employee) with every module and unlimited IT agents, plus a nara plan from €1,500 per month, plus migration at a fixed price per quote. All prices exclude VAT. As long as your TOPdesk contract runs, you pay nothing for the ITSM, for up to 12 months.
Questions about nara and TOPdesk
Yes. nara includes a ticket system, self-service portal, service catalog, problem and change management, SLAs with queues and escalation, email-to-ticket, CMDB with discovery, license management and a knowledge base, every module in one price. There is also an AI that resolves requests itself in Teams, by phone and on the device.
Sources
topdesk.com, pricing and feature comparison (German site), updated 17 Sep 2026, retrieved 12 Oct 2026.
TOPdesk Community, TOPdesk AI launch: stay up to date with all updates, 31 Mar 2026, updated 17 Sep 2026.
topdesk.com, AI-assisted service management, updated 16 Oct 2026.
docs.topdesk.com, AI features.
docs.topdesk.com, TOPdesk application for Microsoft Teams; topdesk.com, What's New in TOPdesk, May 2026.
topdesk.com, IT Asset Management Software.
page.topdesk.com, SaaS information (German site), updated 17 Dec 2025.
topdesk.com, blog post on comparing ITSM software (German site), 18 Feb 2026.
topdesk.com, legal notice of TOPdesk Deutschland GmbH.
