Over the past few months, many organizations have explored the new AI features in TOPdesk through our Early Access program. As this period comes to an end on March 31, 2026, we’d like to give you a clear overview of the next steps — and what this means for our subscription plans: Essential, Engaged, and Excellent.
What happens after Early Access?
Starting April 2026, the AI features will become a permanent part of TOPdesk. This ensures clarity about availability and allows us to continue investing in further AI development.
What’s included in each plan?
Essential
For Essential customers, nothing changes within the core package. During Early Access, you could freely try out the AI features. After Early Access ends, these features will become exclusively available in the Engaged and Excellent plans.
For Smartcat users
In November, we announced that Smartcat will be replaced by AI-driven Categorization in TOPdesk. This feature was temporarily available for free in Essential during Early Access, but — like the other AI features — it will now move to Engaged and Excellent.
The Essential package remains unchanged otherwise.
Engaged
Engaged customers will continue to have access to two AI features at no additional cost:
- AI Incident Categorization
Automatically receive a suggested category for new incidents. You stay in control — AI simply does the groundwork. - AI Knowledge Item Generation
After solving an incident, AI helps you quickly create a suitable knowledge item.
Excellent
Excellent customers get access to everything included in Engaged, plus:
- AI Incident Summaries
Open an incident and instantly see what it’s about — without reading through long descriptions.
Good to know
- AI features are optional and can be enabled or disabled per functionality.
- You’re always in control: AI makes suggestions, you decide.
- We will continue developing AI features to make TOPdesk even smarter.
You can find more information on our documentation portal.
Questions?
Curious what these changes mean for your organization, or which plan best fits your way of working?
➡️ Contact your account manager.
For technical support questions, our Support team is ready to help.
