News and Announcements

On July 6, I’ll be in London and I’d love to use that moment to bring part of our UK Community together in person.We’re organizing a small TOPdesk Community meet-up at the London office, followed by dinner and drinks nearby.This meet-up is meant to be informal and practical: a chance to connect with other TOPdesk users, share experiences, and learn from each other.We’ll kick off with a peer-to-peer roundtable session focusing on a topic many organizations are currently exploring: how to organize support channels today and how to prepare for what’s next.Topics include:using the self-service portal, e-mail and Teams effectively user behaviour and adoption challenges early experiences with AI and automationAfter the session, we’ll continue the conversation over dinner (on us).If you’re in or around London, and this sounds like something you’d enjoy — it would be great to meet face-to-face.Click Attend on the event to reserve your spot.

The 2026 World Cup is just around the corner. Time for exciting matches, surprising results and, of course, a bit of friendly competition.That’s why we’re opening the TOPdesk World Cup Clubhouse in the Community: the place to experience the World Cup together.What can you expect?🏆 The TOPdesk World Cup prediction poolPredict the winners in just one minute and compete against colleagues and other Community members for great prizes.💬 Match talk & quizJoin the conversation, share your predictions and test your football knowledge in the World Cup quiz halfway through the tournament.🏅 Unique profile badgeJoin the pool or discussions and earn, alongside eternal glory, a permanent World Cup badge on your Community profile.Football knowledge helps, but it’s not required. A good guess, a bit of courage and a touch of TOPdesk team spirit can take you a long way.Please note: the prediction pool closes on Thursday 11 June at 18:00. After that, you won’t be able to submit or change your pred

Update 8 June 2026:The survey is now closed. Thanks you to all who have participated. Because of this, this topic is now also closed for replies.  We want TOPdesk to fit the way you actually work, and for that we need your experience: what works well, what could be better, and which developments matter most to you in the period ahead.That's why we've put together a short survey. It takes about 10 to 15 minutes to complete. We'll ask you about things like:how satisfied you are with TOPdesk where you see room for improvement in the product and our service which developments make the biggest difference for youYour answers go straight to the teams working on TOPdesk. The more we hear from you, the better we can focus our choices. Take the surveyAmong everyone who completes the survey in full, we're giving away three Amazon gift cards of € 250.Thanks in advance for your time.

We’ve just shared an update about TOPdesk VA 2026 Release 2 in our Virtual Appliance User Group.In that group, we regularly share updates like this so you stay up to date on what’s changing, what to expect, and what it means for your environment.If you’re working with the TOPdesk Virtual Appliance and you’re not a member yet, this is a good moment to join.It’s the place where:We share release updates and important changes You can stay ahead of upcoming developments And exchange experiences with other VA usersAlready part of the group? Feel free to jump in and explore the latest update Not a member yet? Join the Virtual Appliance User Group to make sure you don’t miss future updates.

Updated: April 23rd 2026We’ve recently launched TOPdesk Academy Online, our new online learning platform for TOPdesk customers. We’d love to invite you to take a look and help us improve it.Are you a TOPdesk application manager, either new to the role or already experienced? We’re keen to hear from customers at all experience levels who are willing to explore TOPdesk Academy Online, share their thoughts, and help shape how learning at TOPdesk evolves.What we askAs part of our Early Access phase, you’ll receive one free licence with three months of access to the first Essential learning journey, available in English, German, and Dutch. In return, we ask you to actively use the platform and complete a short questionnaire about your experience. If you’re open to it, we may also invite you for a brief interview of around 15 minutes to discuss the content, structure, and overall value of the e-learning in a bit more depth.What you getYour feedback will directly contribute to improving the p

Over the past months, many of you have explored TOPdesk Academy Online during the Early Access phase. We’d like to thank everyone who joined, shared feedback, and helped us improve both the content and the overall learning experience. Your input truly made a difference.Now that the Early Access phase has come to an end, we’re taking the next step. TOPdesk Academy Online will remain an important part of how we support learning and development, whether you’re just getting started with TOPdesk or looking to deepen your knowledge.What does this mean going forward?New customers: will receive one license for TOPdesk Academy Online as part of their onboarding. Existing customers: can request one or more licences for colleagues who want to use the Academy.Please note: outside of Early Access, TOPdesk Academy Online is a paid service. This allows us to keep investing in high-quality, up-to-date learning content.If you’re interested in getting access to TOPdesk Academy Online or want to explore

We’re already halfway through March, but there are still two great Community moments coming up. Whether you want to ask a question, exchange experiences, or simply connect with other TOPdesk users, you’re more than welcome to join.🤝 Tuesday, March 17 – TOPdesk User Group North AmericaDuring the first North America User Group meet‑up, we take time to connect with each other, share experiences, and explore what’s happening across the region. You’ll hear updates from TOPdesk, learn how other organizations use the product, and have space to discuss the topics that matter most to your daily work. It’s an informal, practical session where you’ll walk away with inspiration and useful insights.👉 More information & registration: https://community.topdesk.com/events/topdesk-north-america-user-group-meet-up-25 🧑‍💻 Wednesday, March 18 – TOPdesk Co‑working HourThe Co‑working Hour is a relaxed, drop‑in session where you can work on whatever you need. Maybe you want to talk through a question

Are you currently tuning in to the TOPdesk Roadmap Webinar  or watching the recording afterward? We’d love to hear what you think!Use this post to share your thoughts live during the webinar, or come back later to add your insights and questions. This is the place to explore what the upcoming developments might mean for your day‑to‑day work with TOPdesk.  What can you share here? 💡 What stands out to you?Which plans or product developments catch your attention for your organisation? ❓ Have questions?Feel free to ask! Fellow Community members – and the TOPdesk team – are happy to think along with you. 📣 How do you feel about the future of TOPdesk?Do the announced improvements match your expectations? What are you excited about, and what would you like to learn more about?

March 10 at 3 PM CET | 2 PM GMT | 9 AM EST, we’ll walk you through our plans for the year ahead during the Roadmap 2026 webinar.Sign up now. Here’s a preview of what you can expect during the webinar:🔎 AI featuresWhat we released in Q4 2025 and what’s coming next. Features that help you pick up tickets faster and expand your knowledge base more easily.📝 The updated rich text editor for incident cardsMore overview and clearer communication within your team.💬 The out-of-the-box Microsoft Teams integrationDo you work a lot in Teams? We’ll show you how to use TOPdesk more smartly within it.📚 The new Knowledge ExplorerFind the right information faster and get more out of your knowledge base.🌐 The redesigned Self-Service PortalMore user-friendly and ready for the next step in self-service. You’ll get a clear overview of our plans for 2026 and, most importantly, what you’ll actually notice in your day-to-day work. Which development are you most curious about, and why? Let us know in the

We’re in the middle of the early access weeks of our Community and we’re super curious about your experience so far!👉 How do you like the Community?👉 What kind of content would you love to see more of?Join our poll and share your ideas in the comments!Your feedback helps us make the Community even better. 💡 What content or features would you like to see in the Community? Share your ideas below! 👇

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?EssentialFor 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 usersIn 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 Acces

We’re introducing new AI capabilities in TOPdesk, and we want to make sure we use wording that’s clear and intuitive for you. Which term do you prefer for referring to these capabilities? Feel free to vote, and if you have a quick thought on why you prefer one over the other, we’d love to hear it in the comments. Thanks for helping us keep things clear and consistent!

The first week of our official Community is behind us, and what an energetic start! 🚀 Thank you for your curiosity, your questions, your willingness to help, and the enthusiasm you’ve already brought in. The Community is quickly becoming a place where we learn from each other and move forward together. 🎯 Early Access Week –> Your voice matters!We’re right in the middle of our Early Access phase, and your feedback is helping us fine‑tune the Community.👉 Tell us what you enjoy, what could be improved, and what topics you’d love to see more of.Together, we make this platform stronger every week.🔗 https://community.topdesk.com/news-and-announcements-125/early-access-weeks-your-opinion-matters-230 👋 Welcome, new members!More than 200 new members joined us this week, a warm welcome to all of you! 🎉 It’s fantastic to see how quickly you’ve jumped in: asking questions, sharing tips, and helping others along the way. Every contribution helps make this Community more valuable for everyo