News and Announcements

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

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! 👇