Last updated: 27 July 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, 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.
Please note: this post covers new and updated AI features. The new Knowledge Base Explorer, which is the foundation these AI features rely on, is listed separately below.
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
- reducing manual, repetitive work
All of this happens within the existing TOPdesk environment, no extra tooling or complex new steps required.
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 | March 2026 |
| AI Knowledge Item Creation | March 2026 |
| AI Summarization | March 2026 |
| AI Writing Assistant (Knowledge Management) | March 2026 |
Q2 2026
The table below provides an overview of the new features and improvements:
| New feature | Release date |
|---|---|
| AI Search | April 2026 |
| AI Answering Assistant | June 2026 |
| AI Writing Assistant (Incident Management) | June 2026 |
Q3 2026
The table below provides an overview of the new features and improvements:
| New feature | Release date |
|---|---|
| AI Translation | July 2026 |
Also new: the Knowledge Base Explorer
AI Answer Assistant is only as good as the knowledge behind it. Alongside the AI releases above, we've also released the fully redesigned Knowledge Base Explorer available for all customers. Real folders, an archive filter, and a cleaner structure make it much easier to build and maintain a knowledge base your team and your AI can actually rely on. Read the full product update
When will AI be available in your environment?
Features roll out gradually, it may take a few weeks before a new feature appears in your environment. 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
On demand webinars
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
A practical look at what good knowledge management looks like — and how it directly unlocks your AI features.
This post is updated with every new AI release. Subscribe above to get notified automatically.