News and Announcements

From Monday 28 September to Friday 2 October, we're running a digital Ask Us Anything about the new Self Service Portal here in the community.Already have a question? Drop it in the comments below. We'll collect everything and answer it during that week.Prefer to ask it yourself once the AUA opens? That works too. just save your question and post it directly in next week's thread.Either way, this is your chance to get direct answers about the new Self Service Portal.

We’ve heard your feedback regarding “breadcrumb navigation” in the new Self Service Portal and are treating this issue as a high priority.Here's the challenge, as you've described it: when your SSP users move between pages, the breadcrumb trail doesn't show which page they came from. As a result, users no longer feel able to navigate back to the page they came from.The breadcrumb itself won't change — its elements will stay as they are, because we deliberately chose not to use historical breadcrumbs. The reason is that users can reach the same page via multiple paths, so historical breadcrumbs show a different trail depending on how they got there. This breaks the mental model of "here's where I am on the site" - breadcrumbs become a record of clicks, not a navigational structure.But we recognize that there is a need that has not yet been met.Here's what we're doing about it. When someone lands on a page that the breadcrumb can't trace back, they'll see a notification banner with a lin

Seven events are coming up between now and mid-October — one big one in person, the rest online. Here's the full line-up, so you can pick what's useful for you.TOPdesk Unlocked Wed 16 September, Utrecht (in person) Our biggest event of the year. Sessions, product news, and time to meet other TOPdesk users face to face. Reserve your spotUnlocked Unconference (Dutch) Wed 23 September, 10:30 AM CEST (online) An open, unconference-style session — you help set the agenda. RegisterUnlocked Unconference (English) Wed 23 September, 2:00 PM CEST (online) Same format, in English. RegisterUser Group Zorg meet-up Thu 24 September, 10:00 AM CEST (online) For anyone working in healthcare — compare notes with peers who know the sector. RegisterUK User Group meet-up Tue 29 September, 11:00 AM CEST (online) RegisterDenmark User Group meet-up Wed 30 September, 10:00 AM CEST (online) RegisterNorth America User Group meet-up Wed 7 October, 4:00 PM CEST (online) RegisterCheck the events page for full detai

Starting Monday August 24, ​@Stefan van Opstal and Camilo van Trijp will be in the community to answer your knowledge management questions.Not a live event. An asynchronous thread open for five days — August 24 to 30. Post your question when it suits you. Stefan and Camilo check in each day to reply. The specific post for your questions will launch August 24th!About your hosts​@Stefan van Opstal   is TOPdesk’s product manager for knowledge management. He built Knowledge Explorer, and ran the KM webinar in July. If your question did not get answered live here is your chance.Camilo van Trijp is a senior Consultant at TOPdesk and brings the KCS (Knowledge-Centered Service) and Shift Left perspective: the methodology behind why knowledge management works when it is part of how your team resolves incidents, not a separate task that follows them.Ask them anything, from “how do I actually get my team to write KIs?” to “what is coming next for KM in TOPdesk?”

We've just switched on threaded replies in the TOPdesk Community. If you've ever lost track of who was replying to what halfway through a busy discussion, this update is for you.What's changedUntil now, every reply to a topic landed in one long, flat list, in the order it was posted. That works fine for a quick back-and-forth, but less so once five people are answering three different sub-questions at the same time. You'd end up scrolling and re-reading just to figure out which reply actually belonged to which comment.From now on, you can reply directly to a specific reply instead of only to the topic as a whole. Your response is nested right under the comment it belongs to, so related exchanges stay together and the conversation keeps its shape, even when several side discussions are happening in parallel.How it worksReply to someone's reply, and your response appears nested underneath it, clearly linked to the comment you're reacting to. Threads go three levels deep. Reply to somethi

We talk a lot about doing more with less time, but it's hard to know how you're really doing without something to compare against.So we're putting together a benchmark snapshot: five metrics that high-performing IT teams tend to have in common, based on what IT managers actually report, first-contact resolution, SLA compliance, end-user satisfaction, and a couple more.If you've got two minutes, add your numbers. Everyone who takes part gets the full snapshot back, so you can see where your team lands, and maybe bring some evidence to your next planning conversation. Take the survey Curious what you all expect the averages to be. Drop your guesses below.

Most service teams know they should capture knowledge. In practice, tickets keep coming in, priorities shift, and documentation gets pushed to "later" — which never comes.That is exactly what this webinar tackles.Join ​@Stefan van Opstal , TOPdesk’s product manager for knowledge management, and Camilo van Trijp, senior Consultant, for a practical session on building a knowledge base that works — for your team today and for AI tomorrow.What we coverWhy a healthy KB matters more now that AI is involved  How to build habits that actually stick (Shift Left in practice)  A hands-on look at Knowledge Explorer, Create KI with AI, and the KM ReportsThis is a working session. Bring your questions.🗓 NL session: July 21st 11 AM CEST🗓 EN session: July 21st  3PM CEST | 2 PM BST | 9 AM ESTCan't make it live? Sign up anyway and get the link to the recording once it's available. 

Couldn't make it, or want to let everything sink in at your own pace? Here's a summary of the latest webinar in our What's new @ TOPdesk series.The theme running through this edition: your AI is only as good as the knowledge you feed it. Organizations everywhere are rushing to roll out AI, but scarce or outdated content leads to suggestions that miss the mark and self-service that doesn't work. Get the basics right, and everything downstream gets better on its own. That's the lens we used to walk you through all the updates.Knowledge management: a refreshed ExplorerThe Knowledge System Explorer has been completely refreshed, with four improvements that stand out right away:Folders – group knowledge into folders (for example by IT or FM) and set visibility per folder. Hide a folder, and its contents disappear from the SSP too. No more empty top-level items. Easier moving – a redesigned move menu lets you search for or choose exactly where an entire folder, including subfolders and items

One of the things we hear most often from community members is that a language barrier sometimes gets in the way of getting the most out of this space. You've told us this in feedback, in conversations, and in the posts you write. We listened.Starting today, all content in the TOPdesk Community, posts, product updates, discussions, can be translated directly in the platform. You'll find a Translate option at the top of every post. Click it, choose your language, and the content translates automatically. Comments work the same way: you'll find a translate option right below each reply.Currently, content can be translated into the following languages:Danish, Dutch, English, French, German, Hungarian, Norwegian, Portuguese, and Swedish.Missing your language? Let us know at TOPdeskCommunity@topdesk.com and we'll take it into consideration as we continue to develop this feature.This is a step we're genuinely proud of, because it means more of you can learn from each other regardless of the

Over the past few weeks, you've shared a lot of feedback about the new Self-Service Portal in this community, via the feedback button, and through TIP. Some of it has been positive. A fair amount has been critical. And most of the critical feedback points to the same thing: the new SSP feels less controllable than the old one, and we didn't explain why clearly enough before you found out for yourself.I want to fix that now.Why we shipped when we didWe made a deliberate choice to release the new SSP early and in parts, rather than waiting until everything was finished.The reason is straightforward: a full rebuild takes time, and if we wait until every detail is done, you wait too. Shipping in parts means you get new capabilities sooner. AI Search (available from the Engaged package onwards) is only possible in the new SSP. If we'd held the new SSP back until the designer was fully rebuilt, AI Search would have been held back with it.That's the trade-off we made, and we stand by it. But

We want to give you a heads-up about a series of changes coming from the One TOPdesk User Project. With this milestone, all human accounts will have a person card, and the person card increasingly becomes the leading card in TOPdesk.The goal of this milestone is to manage linked operators and persons in one consistent way, to make sure the product works as intended, and to use the operator-person linkto make user management easier. Below you'll find an overview of all the changes.A number of them affect how you work today — especially around integrations, archiving, anonymization, and managing your licenses. Some parts come with a hard deadline. That's why we're sharing them now, so nothing catches you off guard and you can take action in time.We expect to release most of these features between mid-June and the end of July. Where a part follows a different timeline, we'll mention it below. And as soon as something actually goes live, we'll of course let you know here.Every user gets a

To keep TOPdesk user-friendly, future-proof, and consistent, we will implement several changes across the platform on November 23, 2026.Why are we making these changes?A more modern and consistent experienceSome of the functionality we are changing or removing was developed many years ago and no longer aligns with how most customers use TOPdesk today. By letting go of older features and workflows, we can make TOPdesk more intuitive, consistent, and easier to use.More focus on the features customers rely on mostSome features are only used by a small group of customers, have better alternatives available, or no longer fit within TOPdesk’s direction. By making these changes, we can invest more time in improving the areas customers rely on most — such as performance, usability, integrations, and new capabilities, including AI-driven functionality.What does this mean for you?Some features your organization currently uses may be removed or replaced. We therefore recommend reviewing the upcom