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 Organizations everywhere are rushing to roll out AI, but scarce or outdated content leads to suggestions that miss the mark and self-service that doesn't work.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 Explorer
The 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, should go. No more workarounds with cutting and pasting.
- Archive filter – filter archived items out of view, so you only see active, up-to-date knowledge.
- Clearer indicator for missing translations – the marker showing that an item still needs translating is now much easier to spot. Handy for teams working in multiple languages.
Switching over is a one-time migration with a built-in guide: you review what's changing, check for any blockers, then schedule and confirm the switch. The Explorer is read-only while migrating.
Two guides to help you on your way:
Want to make your knowledge base AI-ready too? Our Consultancy colleagues can help with structure, content quality, and solid categorization.
TOPdesk's AI features
You help people. AI handles the things that get in the way. That's why three new AI features are coming to the Incident card (Excellent package), so every team member can deliver great service, no matter who picks up the ticket:
- AI translation (available from August 2026) – with one click, the whole ticket appears in your language. Help any caller, wherever they're from, without reaching for Google Translate.
- AI writing assistant – ask for a friendlier, shorter, or more professional version of your text. The AI rewrites your draft within seconds.
- AI answer assistant – click 'Suggest answer' for a ready-to-use draft, pulled from the linked knowledge item. That way, even your newest colleague gives the answer your team has carefully worked out.
Important: operators always stay in control. AI suggests, you decide. Nothing is sent automatically.
A new Self-Service Portal
The Self-Service Portal has been rebuilt from the ground up, designed for the people who use it most. The new SSP offers a cleaner, more modern design, improved navigation with fewer clicks, and a foundation for future AI capabilities like AI search. Application managers decide for themselves when to switch it on for their users.
What your employees will notice: the search function is front and center, shortcuts for common requests sit above the search bar, the range of services is more clearly organized, everything works better across devices, and there's a dark mode.
Full transparency: we chose to roll out the new SSP in stages, and not everything is finished yet. Some pages still deliberately link back to the classic SSP, and the SSP designer hasn't been fully refreshed yet. Everything you need to know is on the Community, under Resources: the update guide, the thinking behind the new SSP, the product update post, visual guidelines for logos/tiles/banners, and a step-by-step guide to preparing your end users.
TOPdesk integration with Microsoft Teams
A lot of requests don't come in through the ticketing system — they start as a Teams chat. The Microsoft Teams integration bridges that gap:
- Create a TOPdesk incident directly from a Teams chat message.
- Update existing incidents with Teams messages, without copying and pasting.
- Add attachments and conversation context to the incident.
- Create a link back to TOPdesk from Teams once the incident has been created.
Available to all TOPdesk customers: just right-click a message in Teams and select 'Send to TOPdesk'.
Other updates
New dashboards in the Reporting Hub (Beta) The Reporting Hub is the new central place for all your reports and dashboards — ready to go out of the box, built on best practices, and yours to customize. This edition adds three dashboards:
- Knowledge management dashboard – see your total number of knowledge items, the helpfulness score, and which items need improvement (top 10) at a glance, plus how many have been published to the SSP.
- Customer satisfaction dashboard – track your CSAT rating, the trend over time, and how satisfaction is distributed across ratings.
- Change management dashboard – with two parts: Change composition (see how changes are distributed by branch, category, operator group, type, and phase) and Compliance (track whether changes meet their targets, with monthly trends).
Curious what else the Reporting Hub has to offer? Check out the Call dashboard, Workload dashboard, and the Duration reports too.
One TOPdesk User: simpler user management Managing users in TOPdesk is becoming simpler and more consistent. With the One TOPdesk User project, the person card becomes the central point for all user information, and user actions follow from there. What's already changed:
- Deleting an operator now happens via the person card; the linked operator card is automatically removed.
- API accounts form a separate identity and no longer appear in regular user lookup lists.
- Two new checkboxes on the person card give you full control: Has access to SSP and Is caller.
Coming soon: archiving and unarchiving will happen automatically based on the person card (from version 16.06.007), and operator anonymization will be brought in line with person anonymization (expected early July). Using integrations? This is a good time to check how users are identified in your system.
Want to see everything laid out in one place? The full overview is at releasenotes.topdesk.com.
Missed something, or want to watch it all back at your own pace? Watch the full recording of the webinar here.
Have questions after watching the webinar? Ask them here!
See you next time!