TOPdesk MCP: who can see what?
Since the TOPdesk MCP went live, one question keeps coming up: what can the AI tool actually see? And can your HR team’s tickets stay private?
The short answer: the MCP never shows anyone anything they can’t already see in TOPdesk. Here’s how that works.
Three checks before any data comes back
Every time someone asks their AI tool a question, three things decide whether TOPdesk answers:
- Who can use the agent. You decide this in your AI tool. In Copilot Studio, for example, you share the agent only with the people who should have it.
- What the agent may access. Your application manager sets scopes on the integration in TOPdesk. No scope for tickets? Then the agent can’t read tickets, for anyone.
- What the user can see. Everyone signs in with their own TOPdesk account, so their usual permissions and filters apply.
Data only comes back when all three say yes. And no AI tool can connect until your application manager has set up the integration.
What about HR and other sensitive tickets?
There’s no separate MCP filter, and you don’t need one. If your HR or health and safety tickets are already hidden from other operators through filters or permission groups, they stay hidden through the MCP too. Want to go a step further? Limit an agent to the knowledge base only, or set up separate agents for different teams.
Two things to keep in mind:
- The MCP doesn’t create new access, but it does make existing access quicker to use. So it’s a good moment to check your filters for sensitive departments.
- Permissions decide which tickets and knowledge items the AI tool can read, not what’s in them. Personal details such as a caller’s name, email address and phone number are passed to the AI tool along with the rest.
Operators only, for now
The MCP currently works with operator accounts.
See what happened
Every request is recorded in the MCP audit log. You can see who asked what, when, on which ticket or knowledge item, and whether it worked.
What’s next
Right now, your AI tool can look up tickets and knowledge items, and search your whole knowledge base for answers. Everything is read-only.
We’re exploring more filters for searching tickets, so you get better and more complete answers. We’re also looking at creating and updating tickets. If that happens, it would stay within each user’s own permissions and be fully logged.
Your turn
Take five minutes to check the filters on your sensitive departments, then share what you find or what’s unclear in the comments. New to the MCP? Start with the launch post or the TOPdesk MCP server documentation.