TOPdesk AI Launch: stay up to date with all updates

With our AI releases, we're taking the next step in how TOPdesk supports operators and administrators in their daily work. No black-box AI, practical features that help process incidents, create and find knowledge, and reduce repetitive work. 

AI in TOPdesk is designed to support, not replace. It helps your team get to the right answer faster, without losing control over processes, decisions, or data. 

With the new release, that idea comes into its own. TOPdesk Robin joins your team as an AI teammate, MCP connects TOPdesk safely to the AI tools you already use, and the AI Readiness Dashboard gives every customer a straight answer on how ready they are for AI. Searching, sorting and digging through old tickets keeps shrinking, so more of the day goes to the work that actually needs you. 

Please note: this post covers new and updated AI features. Other newly released, non-AI features (like the Knowledge Base Explorer and the operator UI refresh) are mentioned briefly below, with a link to their own product update.

AI as a natural part of your workflow

Our AI features fit seamlessly into the way you already work with TOPdesk. They help with:

• interpreting and categorizing incidents
• summarizing information
• (re)using and creating knowledge
• writing clear, consistent replies
• translating incoming messages
• connecting TOPdesk to the AI tools your team already uses 

All of this happens within the existing TOPdesk environment, no extra tooling or complex new steps required.

Q1 2026

The table below provides an overview of the new features and improvements:

Q2 2026

The table below provides an overview of the new features and improvements:

Q3 2026

The table below provides an overview of the new features and improvements:

Q4 2026

The table below provides an overview of the new features and improvements:

Also new: a fresher look for TOPdesk 

Alongside these AI updates, TOPdesk's operator environment is getting a visual refresh: new fonts, icons, colours, shapes and sizes bring older screens in line with the newer parts of the product. It's visual only, nothing about how you work changes. 

Read the full product update.

Features roll out gradually, it may take a few weeks before a new feature appears in your environment. The most recent features will be available to you in October 2026. Here's how to check:

• See a new AI feature in AI settings? → It's available and ready to activate at no extra cost.
• Don't see it yet? → Either the rollout is still in progress, or the feature requires a different plan.

Questions about availability? Contact your account manager, reach TOPdesk Support, or email productupdate@topdesk.com .

The full rollout can take 4–5 weeks.

Safety and transparency first: our AI policy

We know AI raises questions, especially when it comes to data, privacy, and control. Our answer is simple:

You stay in control. Always.

Our AI features are developed according to a clear AI policy:

• 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

Webinars

Product Roadmap: What's new @ TOPdesk
A live walk-through of everything that's just been released, with time for your questions. 
 

How to set up your knowledge base for AI success  (On Demand)

A practical look at what good knowledge management looks like — and how it directly unlocks your AI features.