Last updated: 30 April 2026
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With our AI releases, we’re taking the next step in how TOPdesk supports operators and administrators in their daily work. No radical changes or black-box AI, but practical applications that help process incidents, create and find knowledge, and reduce repetitive work.
AI in TOPdesk is designed to support not replace. It helps you get to the core faster, without losing control over processes, decisions, or data.
AI as a natural part of your workflow
Our AI features are designed to fit seamlessly into the way you already work with TOPdesk. They help you with, among other things:
- interpreting and categorizing incidents
- summarizing information
- (re)using and creating knowledge
- reducing manual, repetitive work
All of this happens within the existing TOPdesk environment — no extra tooling or complex new steps required. AI supports where it adds value and stays in the background where that makes more sense.
Please note: this article only includes updates about new AI features. Other newly released features are not listed here.
Q1 2026
The table below provides an overview of the new features and improvements:
| New feature | Release date |
|---|---|
| AI Categorization | 31 March 2026 |
| AI Knowledge Item Creation | 31 March 2026 |
| AI Summarization | 31 March 2026 |
| AI Writing Assistent | 31 March 2026 |
Q2 2026
The table below provides an overview of the new features and improvements:
| New feature | Release date |
|---|---|
| AI Search | 30 April 2026 |
When will AI be available in your environment?
The rollout of our AI features starts on 31 March. This means the features will become available in customer environments gradually in the weeks that follow.
Here’s how to check whether an AI feature is already available for you:
- Do you see a new AI feature in AI settings?
→ Then it’s available in your environment and you can activate it at no additional cost.
- Don’t see the feature (yet)?
→ There are two possible reasons:- you don’t have the required package yet, or
- the feature hasn’t been rolled out to your environment yet.
The full rollout can take 4–5 weeks.
31 March is also the end of early access for our first 3 AI features: AI Incident Categorization, AI Incident Summarization, AI Knowledge Item Generation, will now find their place in their respective TOPdesk plans.
Not sure or do you have questions about availability? Please contact your account manager, TOPdesk Support, or email us at productupdate@topdesk.com.
Safety and transparency first: our AI policy
We know AI raises questions, especially when it comes to data, privacy, and control. That’s why we work with one clear principle at TOPdesk:
You stay in control. Always.
Our AI features are developed according to a clear AI policy, which states, among other things, that:
- your data stays within TOPdesk
- AI only uses information you explicitly make available
- data is not used to train AI models
- you always have insight into what AI does and what it doesn’t
Transparency is essential here. We want you to understand how AI in TOPdesk works, which choices we make, and why. You’ll find the full and most up-to-date explanation in our AI policy:
👉 Read everything about the TOPdesk AI policy
This post will also be used to keep you up to date on new AI developments and relevant updates to our AI policy.
Let’s talk about AI: upcoming webinar
We see that many customers are not only interested in what AI can do, but especially in how it’s applied safely and responsibly. That’s why we’re organizing an AI webinar where we will:
- explain the current AI features
- take a deeper dive into privacy, data, and policy
- create space for questions and discussion
A great opportunity to ask your questions and share experiences. We’ll share more information and the registration link here.