News and Announcements

Hi everyone,Today we reached 1,500 registered members in the TOPdesk Community, just 10 months after we launched. That’s all thanks to you.You ask the questions others were wondering about. You share the tips that save a colleague an afternoon. You answer a post when you could have called it a day. And you tell us honestly what works and what doesn’t. That’s what makes this community worth coming back to.Thank you for your time, your knowledge and your good company. I’m proud of what we’re building together, and I’m fully committed to keeping it going.Want to celebrate with us? Tell us in the comments: what’s the best thing you’ve picked up here so far? And if you know a colleague who’d enjoy it, invite them to join.Here’s to the next 1,500!  

Your queue is quiet, the servers are behaving, and nobody has asked “have you tried turning it off and on again?” for at least an hour. Suspicious...Halloween is coming, so we’re collecting IT puns. Good ones, bad ones, the ones that make your team groan. Think tickets that rise from the dead, passwords that haunt you, or a cable closet that looks like a crime scene.I’ll start:Why did the sysadmin get scared?→ Too many BOOTs. Your turn. Drop your pun in the comments before Saturday 31 October. No pun is too bad, because the groan is half the fun. Like the ones that made you laugh (or wince), and we’ll see which one wins your vote.

From 2 to 6 November, you can ask us anything about the new AI features in TOPdesk.Wondering how they work, what they change in your daily work, or whether they fit your setup? Colleagues from product, customer success and other teams will be here all week to answer you.How to joinThe AMA opens on 2 November in its own post. Post your question there and we’ll answer it. Have a question already? Leave it in the comments below and we’ll move it to the AMA post for you. You can also save it and post it yourself on 2 November.No question is too small, and power-user questions are very welcome.

If this month’s got you thinking about where cybersecurity and your day job actually overlap, TOPdesk’s e-book is worth a read. It covers the basics of how ITSM and cybersecurity connect, which directives are worth knowing about, and practical tips for using ITSM processes, like incident management and asset management, to strengthen your security posture.The idea behind it: cybersecurity isn’t only for your security team. Your ITSM tool probably already has more to offer than you’re using, and this e-book shows you where to start.Know who owns cybersecurity in your organization? Forward it to them.You can request the e-book on the page: Strengthen your cybersecurity with ITSMWhere do ITSM and security meet in your day-to-day? Tell us in the comments.

Today, the refreshed UI goes live in your test environment. Take a look whenever suits you and get a feel for the new look.What happens when16 November: the new UI is live in your test environment — browse it at your own pace.30 November 2026: the new UI switches on automatically in your production environment. Nothing you need to do, it's already arranged.(This applies to TOPdesk SaaS. Timing for the virtual appliance hasn't been confirmed yet — we'll share that once it's known.)What's actually changingThis refresh applies to the operator interface only — your self-service portal stays exactly as it is. On the operator side, it's a visual update only: no new features, no changed processes, no bug fixes. The layout stays exactly where you left it, so there's nothing to relearn and nothing new to find. What you will notice:New fonts, icons, colors, shapes and sizes across the screens you use every day. Older screens brought in line with the newer parts of TOPdesk, for one consistent loo

Your team probably already asks Copilot, Claude or ChatGPT for help every day. From today, they can do that with your own TOPdesk data too, through the TOPdesk MCP. It’s available for all customers on TOPdesk Excellent. What you can do with itAsk your AI tool “Is ticket I 2310 834 still open, and who’s working on it?” or “Summarize KI 0001 in three bullet points”, and get the answer straight from your own TOPdesk data.For now, it works with your tickets and your knowledge base. Your AI tool can list and look up tickets, and answer questions about a knowledge item when you give its number. Asking open questions across your whole knowledge base is coming soon.The MCP is read-only and limited to your own environment. There’s no custom connector to build and nothing reaching further than it should. You stay in controlYour application manager decides what the AI tool can access, and each user only sees what their own TOPdesk permissions allow. Every action is recorded in the MCP audit log,

Did you miss TOPdesk Unlocked on 16 September, or want to see a session again? The recordings that are available are in the TOPdesk Unlocked Content Hub. Fill in a short form and you can start watching.Here’s what you’ll find there:Opening Keynote: Introducing TOPdesk Robin. Co-Founder & CEO Wolter Smit introduces our new AI teammate. See TOPdesk’s AI Features in Action. Martin Classen walks you through what’s new. AI & The Human Edge. Guest speaker Martin Adams on why the biggest AI gains come from redesigning how people and machines work together, not from automating more. Customer Panel. Sophie Steinmeijer talks with customers about their service management journey.Pick one, press play, and tell us in the comments what stood out for you.

October is Cyber Security Awareness Month, and this year's theme , set by the National Cybersecurity Alliance, is "Don't Make It Easy for Them."The theme comes down to four habits, the Core 4: strong passwords, multi-factor authentication, recognizing and reporting scams, and keeping your software up to date. Nothing fancy, just the stuff that actually works.Don't take my word for it: Verizon's 2026 Data Breach Investigations Report looked at over 22,000 breaches worldwide and found that exploiting unpatched software is now the #1 way attackers get in, even ahead of stolen credentials, which still show up in 39% of breaches. So yeah, worth ten minutes of your month.Here's what's coming your way this month:A post on each Core 4 habit A running "Horror Stories from the Helpdesk" thread — because we've all got one 😉 A Core 4 self-check later this month, just to see where you stand And more...Let's start easy: how many of the Core 4 habits have you already got covered?

Couldn't join TOPdesk Unlocked live? You can catch up now.On 16 September we held our first ever TOPdesk Unlocked. The opening keynote is the place to start: our new vision on service management, the reveal of TOPdesk Robin, our new AI teammate, and a first look at the AI roadmap for what's coming next.TOPdesk Robin sits inside your incident cards to summarize tickets, suggest answers, and turn fixes into knowledge items. It also helps your end users get instant answers without digging through the portal. Beyond the reveal, you'll hear directly from TOPdesk customers about the time they're saving and the results they're getting, in their own words.Watch it here: Unlocked opening keynoteThat's not the last of it…Everyone who joins the Unlocked user group gets more from the event in the coming weeks: extra sessions, new content, and more on what's next. Join the group here, and let us know what you think of the keynote in the comments below.

Last updated: July 27th 2026Stay informed: Subscribe to this post and automatically receive updatesOrganizations everywhere are racing to adopt AI and many are about to hit a wall. Not because the technology doesn't work, but because AI is only as good as the knowledge behind it. A thin, unstructured, or outdated knowledge base doesn't just slow your team down. It makes your AI investment worthless.There's a right way to get ready for AI, and it starts with fixing the foundation.Today we're releasing a set of updates that tackle both sides of that equation: a redesigned Knowledge Base to get the foundation right, and three AI features in the incident card to take it from there. What's new? New Knowledge Base Explorer — all customersThe Knowledge Base Explorer has been fully redesigned. Real folders replace the old empty-article workaround. An archive filter keeps active and outdated knowledge separate. Moving items is intuitive. And a clearer translation indicator helps multilingual te

Unlocked is live. The keynote just started, in Utrecht and on the livestream, and we want you in on every bit of it.Throughout the day, we'll drop updates right here in the comments: keynote announcements, standout moments, anything worth knowing as it happens. Follow this topic so nothing slips past you.Watching from home? You're just as much a part of today as anyone walking the halls in Utrecht, so make yourself comfortable and follow along with us.Not yet in the Unlocked User Group? That's where the countdown's been building all week, and today it's got its own livestream welcome and the launch of TOPdesk Champions. Once the day wraps up, recordings and replays will land in the Content Hub, we'll share the link here the moment they're up.

Today we're putting a new Community Hero in the spotlight: ​@Rico Roodenburg  Rico was nominated by our previous Community Hero, ​@Joost Oostindie, and for good reason. He's been a steady presence in the Community for a long time, gives great answers to questions, and shares fresh insights on topics and modules he knows inside out. That's exactly what makes him so valuable to the Community.Rico himself is grateful for the nomination: "What an honor, really great, and of course thanks to Joost!"From service desk to functional administratorRico is a Senior Workspace Engineer within the Shared Service Center at Syntrophos. Alongside that role, he's also responsible for the functional management of TOPdesk. In his day-to-day work, he mainly uses TOPdesk for incident, change, problem, and operations management. As functional administrator, he also works on action sequences and integrations with external systems.No need to reinvent the wheelFor Rico, the value of the Community lies mainly in

For five days, ​@Stefan van Opstal (product manager Knowledge Management) and ​@Camilo.T (senior consultant) answered all your questions about knowledge management. We received 57 replies, ranging from strategic questions to specific bugs and workarounds. Here are the key points, so you don't have to read through the whole topic.Services and knowledge items: what's changing?Services remain the foundation of TOPdesk, but knowledge management is getting more of its own building blocks — ones that don't fully depend on the services structure any more: Permissions: the knowledge base is getting its own permissions model, separate from services. Operator groups will link directly to groups of knowledge items. Structure: the knowledge base has a flexible structure, so you can set it up however you like — folders aren't linked to services. The link between knowledge items and services still exists, and we're extending it further, but as an option, not a requirement. Flows: nothing changes

Unlocked is just weeks away. Whether you're joining us in person or tuning in via the live stream, we're curious what you're hoping to get out of it. What's the one thing you'd love to understand better afterwards: a feature, a workflow, something on the roadmap?Haven't registered yet? There's still time: sign up via the website so you don't miss it.Tell us below what's on your list, we're reading every reply!