A fixed license is assigned to a specific user, who can access the system at any time; a concurrent license is shared among several users and limits how many can work at the same time. In help desk software, the usual approach is to combine both: fixed licenses for technicians who use the tool every day and concurrent licenses for those who access it occasionally. This way, costs reflect actual use rather than the total number of people. The sections below explain each type and how to calculate how many are needed, with an example.
- What is a fixed license?
- What is a concurrent license?
- What are the differences between fixed and concurrent licenses?
- When is each type of license the right choice?
- How do you calculate how many licenses a help desk needs?
- Do end users need a license?
- What sets ServiceTonic’s licensing model apart?
- Frequently asked questions
- Conclusion
What is a fixed license?
A fixed (or named) license is assigned to a specific person. That user always has guaranteed access to the tool, regardless of how many others are connected. It is the right option for people who work in the help desk all day, such as first-level technicians.
What is a concurrent license?
A concurrent license is not tied to a person, but to a maximum number of simultaneous connections. A group of users shares a pool of licenses, and at any given time, as many people can work as there are licenses available. It is the right option for people who access the tool occasionally, such as specialists who handle escalated tickets.
What are the differences between fixed and concurrent licenses?
| Fixed license | Concurrent license | |
|---|---|---|
| Assigned to | A specific user | A group of users |
| Access | Guaranteed at all times | While a license is available |
| Recommended use | Daily and intensive | Ocasional |
| Typical profile | First-level technicians, supervisors | Second-and third-level specialists, managers from other areas |
| Calculated by | Numbers of people | Maximum number of people connected at the same time |
When is each type of license the right choice?
The general rule is simple: fixed licenses for people who use the help desk every day and concurrent licenses for those who use it occasionally. If someone with a concurrent license ends up connected for most of the day, it is advisable to switch them to a fixed license so they do not block access for the rest of the group. If a fixed license is hardly used, a concurrent one would probably be enough.
Combining both types makes it possible to match costs to actual use. Not all applications allow this: some only work with one of the two models.
How do you calculate how many licenses a help desk needs?
The calculation takes three steps:
- Identify intensive users: people who work in the help desk all day. Each one needs a fixed license.
- Estimate concurrency for everyone else: of the technicians who access the tool occasionally, how many can be connected at the same time at most. That number is the number of concurrent licenses.
- Exclude end users: people who only open requests and check their status do not need a license.
Example: an IT department of 27 people supports 1,500 users.
- The service desk is made up of 7 first-level technicians who use the tool all day: 7 fixed licenses.
- The other 20 technicians are specialists who handle escalated tickets occasionally. It is estimated that no more than 4 work at the same time: 4 concurrent licenses.
- The 1,500 end users open and track their requests through the portal or by email: no license needed.
| Profile | People | License type | Licenses |
|---|---|---|---|
| First-level technicians | 7 | Fixed | 7 |
| Specialists (ocasional use) | 20 | Concurrent | 4 |
| End users | 1500 | No license | 0 |
| Total | 1527 | 11 |
With 11 licenses, 27 technicians can work. This calculation is part of defining processes and owners when implementing help desk software, and it is one of the criteria to review when choosing IT service desk software.
Do end users need a license?
No. In ServiceTonic, end users (employees or customers who open requests, check their status or use the knowledge base) do not need a license, and there is no limit on their number. Only the technicians and managers who handle tickets need a license.
What sets ServiceTonic’s licensing model apart?
ServiceTonic makes it possible to combine fixed and concurrent licenses in the same help desk software, so each profile gets the type of access that matches its actual use. End users do not consume licenses, which means the service can be extended to the whole organization without increasing the cost for each new employee. It is available in the Cloud and On-Premise, and the same platform can later be extended to other departments. To calculate the cost based on the number of licenses, a quote can be requested on the help desk software pricing page.
Frequently asked questions
Can fixed and concurrent licenses be combined?
Yes. In ServiceTonic, both types can be combined in the same installation: fixed licenses for users who work with the tool every day and concurrent licenses for those who access it occasionally.
What happens if all concurrent licenses are in use?
Concurrent licenses limit how many users can work at the same time, so when all of them are in use, another user in the group cannot access the system until one becomes available. If this happens often, it is advisable to add more concurrent licenses or switch the most frequent user to a fixed license.
How can you tell how many concurrent licenses are needed?
The number is based on the maximum number of occasional users connected at the same time, not on the total number of people in the group. For example, if 20 specialists handle escalated tickets but no more than 4 work at the same time, 4 concurrent licenses are enough.
When should a concurrent license be switched to a fixed one?
When a user with a concurrent license stays connected for most of the working day. In that case, they permanently occupy a license that should be shared, and other users in the group may be left without access. A fixed license guarantees their access and frees up the concurrent licenses for everyone else.
How much does a ServiceTonic license cost?
It depends on the number and type of licenses, and on the deployment option chosen (Cloud or On-Premise). A quote can be requested on the help desk software pricing page.
Conclusion
The number of licenses does not depend on how many people work in IT, but on how they work. That is why the figure that best refines the calculation is not headcount, but actual concurrency: how many technicians are connected at the same time during peak hours. Measuring it during the first weeks of use makes it possible to adjust the split between fixed and concurrent licenses and avoid paying for access nobody uses.
Would you like to know how many licenses your team would need? Request a demo and we will help you size your help desk based on the way you work.