We hosted a virtual roundtable with customers to talk about AI in TOPdesk. The goal was simple: share experiences, ask questions, and learn from each other, whether AI is already in use or still very much under consideration.
Below is a short recap of the key themes that came up during the conversation.
Getting started with AI in TOPdesk
Some participants had only recently enabled AI features in their TOPdesk environment. In these cases, involving information security early on played an important role. Clear documentation helped to answer security-related questions, and testing the features in a test environment provided extra confidence before switching them on in production. So far, those first experiences have been positive.
Others had already been using the AI features for some time. Having been part of beta testing made the step to enable them feel natural, and activating the features did not raise major concerns internally.
Not everyone is there yet and that’s perfectly fine. One participant shared that AI is not enabled at the moment, as they are still exploring where it could add value and how it fits within broader security and governance decisions. Experimenting in a test environment was mentioned as a helpful way to start that exploration.
Where AI already adds value
When talking about daily use, the group reflected on where AI is already making a difference. Ticket summarisation was mentioned as particularly helpful, especially for non‑technical operators. Being able to quickly understand the context of a ticket, without reading through a long history, supports smoother collaboration across teams.
AI-generated knowledge items and categorisation were also seen as useful additions. They can save time and offer a good starting point, as long as operators remain in control and review the output before publishing or acting on it.
Overall, AI was described as supportive and time‑saving, rather than something that completely changes how service desks work today.
Clarity around features and expectations
Another topic that came up was clarity. Knowing which AI features are available and under which conditions is important when setting expectations internally. When this isn’t fully clear upfront, it can make planning and adoption more challenging. Having a clear overview helps organisations decide how and when to take next steps with AI.
Adoption, training, and experience
AI doesn’t replace good processes. Even with AI support, clear workflows and training remain essential. Some participants mentioned that a short refresher for operators could help teams get more value out of AI-supported knowledge item creation, especially when existing workflows have been in place for years.
Looking ahead: what’s coming
The conversation also touched on what’s coming next. AI search in the self-service portal is expected to become available soon, making it easier for users to find relevant answers. There was also interest in broader AI developments, such as an internal AI agent, an answer assistant for operators, and improvements around multilingual support.
Participants were encouraged to stay involved by using the TOPdesk feature request platform, where ideas can be suggested, followed, and voted on. There are also ongoing research initiatives for example around multilingual incidents and knowledge items, where customer input helps shape future improvements.
AI and governance
Finally, the roundtable showed that many organisations are still finding their way when it comes to AI governance. Not everyone has an AI policy in place yet, but the importance of clear guidelines is becoming more apparent. In several organisations, security teams are closely involved in deciding how and when AI is introduced.
Thanks to everyone who joined the conversation and openly shared their experiences. If you have questions, ideas, or want to continue the discussion, feel free to start a topic here in the Community, we’d love to hear from you 😊