Product Updates

Earlier, we shared the first improvements that came out of the One TOPdesk User project, aligning archiving and deleting between person and operator cards. Now we're taking the next step: making sure every human TOPdesk user, operator and SSP user alike, has their own person card.As the person card becomes the leading entity in TOPdesk, we're closing the last gap between linked and unlinked users. You can find the full details in our documentation on Phase 2: All users have a person card here's a summary of what's new.All unlinked operators get a person cardIn the previous phase, you linked your operator cards to their matching person cards. Now, any operator card that's still unlinked will get a person card generated for it automatically. This way, every person in TOPdesk can be found and managed in one consistent way, regardless of whether they started as an operator or an SSP user.There's an exception for API accounts and TOPdesk's own internal accounts (SAASSUPPORT, CONSULTANT, and ADMIN) — these don't require a person card.What does this mean for you?You'll notice new person cards in your environment. These generated person cards will have the same login information (as long as it isn't already used by another person card), won't get any extra permissions, and won't have access to the SSP or be selectable as caller. So this won't affect your day-to-day workflows.AnonymizationWe're bringing operator and person anonymization together into one approach. Separate anonymization settings for operators will be removed, and anonymizing a person card via the interface will also anonymize the linked operator card.What does this mean for you?If you currently anonymize operators (for example, in the context of GDPR), the location and setup will change. This gives you time to review your current setup and align internally with your functional administrator or privacy officer.Both of these updates are being released now, and you can expect them to reach your environment within 1-2 weeks.Bringing it all togetherThese changes are part of the bigger step towards one consistent way of managing users in TOPdesk. By making sure every human user has a person card, we're closing the loop on linking and setting up daily management that's simpler, clearer, and less error prone.As always, feel free to share your questions or experiences in the comments, we'd love to hear how this works in your environment.

AI Translation is now available. If your team handles tickets in more than one language, this one's for you.Don't speak French? No problem. One click and the full ticket content is in your own language so you can help the person who wrote it in theirs, without ever opening Google Translate. The problem it solvesOperators on multilingual service desks know how this goes: a ticket arrives in a language you don't speak, and before you can even start helping, you're already switching tabs, copying text into a public tool, and hoping the translation makes sense. It slows you down, the quality varies, and pasting customer data into external tools is something nobody should be doing. What AI Translation doesThe translation button sits directly in the incident card. Click it, and the ticket is translated into your own language instantly, without leaving TOPdesk.That's it. No plugins, no copy-pasting, no workarounds.  Who it's forAny operator who works across more than one language. Some teams support up to 19 different languages on their service desk, AI Translation means none of their operators ever get stuck on a language barrier again. How to get startedAI Translation is available in August 2026 as part of the Excellent plan. You'll find it directly in the incident card, no additional setup needed. More documentation can be found on our documentation portal. What do you think?Does your team regularly deal with tickets in languages they don't speak? How are you managing it today and does this solve the problem you've been running into? Share your experience below.

How busy is your service desk, really? Until now, answering that meant checking multiple reports or exporting data yourself. The new Workload dashboards in the TOPdesk Reporting Hub (Beta) bring it all together in one place.For the first time, you can monitor calls, simple changes, and change activities in a single dashboard, giving you one complete view of your team's workload.Spot bottlenecks before they become backlogsWhether you're coordinating a service desk or managing a team, you need to know where work is piling up, and who has room to take on more. The Workload dashboards help you answer questions like:Which operator groups have the most open work? Which operators are carrying the heaviest workload? Are high-priority tasks evenly distributed? Are there unassigned tasks still waiting for an owner?No more switching between modules. Just one clear overview of the work your team is handling.Two dashboards, two perspectivesWorkload per operator group shows how open calls, simple changes, and change activities are distributed across your teams, so you can spot overloaded teams and rebalance work. Workload report - open tasksWorkload per operator lets you drill down to individual operators, making it easy to see who needs support, who has capacity, and which tasks are still unassigned. Workload Dashboard - tasks per operatorBoth dashboards support filtering, so you can zoom in on the teams, branches, priorities, or categories that matter most to you.Try it todayThe Workload dashboards are available now in the Reporting Hub (Beta). Go to:TOPdesk → Reporting Hub (Beta) → Workloadand explore your team's workload from a completely new perspective.What's next?This is the first release of our cross-module workload reporting. We're already working on expanding these dashboards with additional task types and new insights, so the Reporting Hub becomes the central place to monitor your service desk.As always, we'd love to hear what you think. Your feedback helps shape what we build next.

We're releasing the new Self-Service Portal (SSP) in smaller, faster parts on purpose, so you get new functionality sooner rather than waiting for one big release. This update brings three changes that make approving work and submitting requests smoother for everyone involved. As always, switching to the new SSP is optional and reversible, so you can move at your own pace.Approval of change activities in the new SSPWe made several improvements to the approval process for managers in the new Self-Service Portal (SSP). Change activities are now fully accessible, responsive, and use the new TOPdesk look and feel. With this we unified the experience for approving changes and change activities, so managers no longer have to switch between different looks and flows depending on what they're approving. Because the page is now responsive, approving a change activity works just as well from a phone or tablet as it does from a desktop, so a manager can review and approve while on the go, without waiting to get back to their desk.Approval overview in the new SSPWe made several improvements to the Approval overview for managers in the new SSP. The page is now fully accessible, responsive, and uses the new TOPdesk look and feel. This gives managers a single, up-to-date place to see everything waiting for their approval, changes and change activities alike, instead of having to check multiple places to know what still needs their attention. See our documentation for a complete overview of the available functionality and navigation options.Share requests while filling out a formYou can now share a request with others directly while filling out a form in the new Self-Service Portal. This is useful when you want a second pair of eyes before submitting, for example asking a colleague to double-check the details of a purchase request, or looping in a manager who needs to be aware of a request before it's sent. No more copying details into an email or chat message first; you can share the request straight from the form you're already filling out.

We're releasing a fully redesigned Knowledge Base Explorer.Whether you're just getting started with knowledge management or you've been maintaining a knowledge base for years, the new Explorer makes it easier to find, organize, and keep your knowledge up to date. And if you're planning to use AI features, this is the foundation they run on. What's newFoldersThe old workaround of creating empty "parent knowledge items" just to group articles is gone. The new Explorer gives you real folders: create one, add knowledge items beneath it, and set visibility at folder level. Everything inside a hidden folder is hidden in the Self-Service Portal too. Clean, simple, exactly what you'd expect. Archive filterArchived knowledge items can now be filtered out of your view. You see only active, current knowledge, no outdated articles mixed in with what's still relevant. Easier to move itemsMoving knowledge items and folders is now much more intuitive. A dedicated interface lets you search or select where to move a folder, including all its subfolders and knowledge items. No more cut-and-paste workarounds. Clearer translation indicatorThe marker that flags a knowledge item as needing translation is now much more visible. A small change, but a useful one for teams working across multiple languages. MigrationSwitching to the new Explorer requires a migration, the folder structure is a meaningful change from how knowledge items were grouped before. You can prepare and run it yourself using the built-in migration guide.Three steps:Review what will change after migration Check for any blocking items Schedule and confirm the migrationDuring migration, the Explorer is temporarily unavailable, and knowledge items are read-only. Plan a quiet moment to run it. More on the wayThe new Explorer is the first step. We're actively working on more improvements: a search function within the Explorer, a language selection to browse knowledge items by language, and a more granular permission system at operator and person level. We'll share more details as these reach the roadmap. Why this matters nowA well-structured knowledge base is no longer just a nice-to-have, it's the foundation for everything AI promises. AI Answer Assistant pulls its suggestions directly from your knowledge base. The better it is, the better the answers your team gets. Not sure where to start? We're also launching the Knowledge Management Service, where our consultants help you structure your knowledge base and get it AI-ready.How to get startedThe new Knowledge Explorer is available in July for all customers. When released you can read how the migration works and how the structuring of the knowledge in the new explorer works on our documentation portal.  What do you think?Have you been struggling to keep your knowledge base organized? We'd love to hear what you've been working around and whether the new Explorer gives you what you were missing. Questions about the migration? Drop them below as soon as you have them.  

AI Answer Assistant is now available. It brings your knowledge base into every ticket automatically, so your team stops writing the same answers from scratch, and every operator gives the response your team has already perfected.The problem it solvesYour knowledge base has great answers in it. But actually, using them takes opening a separate tab, searching for the right knowledge item, hoping it comes up, reading through it, and rewriting it into a reply. By the time you've done all that, the next ticket has already come in. New operators struggle most, they often don't know what's in the knowledge base yet, and when search fails them, they turn to Copilot or ChatGPT instead. The result: inconsistent answers, depending entirely on who picks up the ticket.What AI Answer Assistant doesA new ‘Respond’ button appears in the incident card. Click it, and AI pulls a ready-to-use draft from the matching knowledge item in your knowledge base right there in the card.Operators stay in control: the answer is a suggestion, not an automatic send. Review it, adjust it, and send when you're ready. A note on your knowledge baseAI Answer Assistant is only as good as the knowledge behind it. If your knowledge base is thin or out of date, the suggestions will be too. The better the foundation, the better the answers.If your knowledge base could use some work first, we've also just released the new Knowledge Base Explorer which makes organizing your knowledge a lot easier. How to get startedAvailable in July on the Excellent plan. The button appears in the incident card, no additional configuration needed. Read more about the AI set up here.  What do you think?Have you been relying on your knowledge base for ticket responses, or has it been gathering dust? We're curious how your team handles this today and whether Answer Assistant changes that. Drop your questions or experiences below.

Earlier, we announced some upcoming changes as part of the One TOPdesk User project. Now, the first improvements are going live, making it easier to manage users consistently from the person card.As the person card becomes the leading entity in TOPdesk, we’re aligning several actions between person and operator cards. Here’s what’s new.Archiving and de-archiving — coming in JuneFrom version 16.06.007 onwards, archiving and de-archiving will follow the person card.This means that when you archive a person card, the linked operator card will automatically be archived as well. The same applies when de-archiving — everything stays in sync. This also applies to updates made through integrations. What does this mean for you?If you’re using integrations to manage users, this is a good moment to review how users are identified. Especially if you rely on a name or email address as a unique identifier, you might want to switch to a more stable value, such as an employee number. This helps prevent users from being archived unintentionally. Deleting — already availableDeleting is also aligned with the link between person and operator cards. This was released in version 16.03.019.When you delete a person card without calls, the linked operator card will also be deleted automatically. This keeps your user administration clean and consistent, without extra steps. Anonymization — expected early JulyWe’re also simplifying how anonymization works by bringing operator and person anonymization together into one approach.This leads to two important changes:Separate anonymization settings for operators will be removed. Operator anonymization will follow the same process and rules as person anonymization. When anonymizing a person card via the interface, the linked operator card will also be anonymized.Instead of managing this in different places, everything will be handled through the person card. What does this mean for you?If you currently anonymize operators (for example, in the context of GDPR), the location and setup will change. We expect this update in early July, giving you time to review your current setup and align internally with your functional administrator or privacy officer. Bringing it all togetherThese changes are part of a bigger step towards one consistent way of managing users in TOPdesk. By aligning operator and person cards, daily management becomes simpler, clearer, and less error-prone.As always, feel free to share your questions or experiences in the comments, we’d love to hear how this works in your environment.

Reliable services start with predictable change processes. To help you understand and improve how changes flow through your organization, we've added a new Change Management dashboard to the TOPdesk Reporting Hub (Beta).This first release brings two views, both designed to match the existing Reporting Hub dashboards so they feel familiar from day one:Change composition: how your changes are distributed Change compliance: how well changes meet their targetsChange compositionSee at a glance how changes break down across your organization, grouped by:branch category operator group change type (e.g. simple or extensive) priority and current phaseSpot patterns instantly, where most changes originate, which types dominate, and where work piles up. Change management dashboard - overviewChange complianceTrack performance over time with a clear view of:changes that met their target changes that breached their target month-by-month trendsThis helps you see whether your process is improving and where to focus next. Change management dashboard - compliance Drill down to the detailsLike every Reporting Hub dashboard, you can click into any chart to reveal the change cards behind the numbers. From insight to action in one click. Ready to useThe dashboard is live now in the Reporting Hub (Beta). Once your Change Management data is in TOPdesk, it visualizes automatically. Use filters to zoom in on what matters most to your organization. What's next?This is just the first step. Upcoming updates include:expanded compliance insights workload dashboards for Change Management and incidentmanagement together additional drill-down capabilitiesWe'd love to hear what you think  your feedback shapes what comes next. 

Updated: 27 July2026Microsoft Teams has become a central place for collaboration in many organizations. For many operators, it's also where a large share of incoming questions and requests are received through chats, group conversations, or channels.While this makes communication fast and accessible, it also introduces a challenge. Turning those informal messages into properly registered incidents in TOPdesk — or keeping existing calls up to date with new information from Teams conversations — often still requires switching between tools, copying information, and manually rebuilding context.To support this way of working, the Microsoft Teams integration for TOPdesk is now available for all customers.From conversation to structured incidentWith the Microsoft Teams integration, you can create a TOPdesk incident directly from a Teams conversation without leaving the Teams environment. This ensures that informal chat messages are converted into structured incidents that can be properly tracked and managed in TOPdesk. Add Teams messages to existing callsIn addition to creating new incidents, you can now also add Teams messages to an existing, open TOPdesk call. This means that follow-up information shared in Teams — such as updates from a colleague or additional context from a customer — can be added directly to the right call without switching tools or copy-pasting. What this enablesThe Microsoft Teams integration allows you to:Create incidents directly from Microsoft Teams Turn a chat message into a TOPdesk incident in just a few steps, without switching between tools. Add messages to existing open calls Select a Teams message and add it to an existing TOPdesk call, keeping all relevant context in one place. Work without leaving Teams Register and update incidents from the place where the conversation already happens, reducing context switching in your daily work. Preserve conversation context Relevant messages are included in the incident, helping operators understand the request from the start. Include attachments from Teams Files shared in the conversation can be added to the incident, so all supporting information is available in one place. Link back to TOPdesk from Teams Once created, the incident is available via a direct link, making it easy to continue working on it in TOPdesk. Reduce manual work and improve data quality By avoiding copy-paste actions, you save time and ensure incident information is complete and consistent. Together, this leads to a more efficient workflow and better structured data within TOPdesk.Getting startedThe Microsoft Teams integration is now available for all TOPdesk customers.To start using the integration, you'll need to install the TOPdesk application within Microsoft Teams and connect it to your TOPdesk environment. You can connect using an application token, or via OAuth, which lets an application manager set up the connection once, centrally, for all operators. See the documentation for setup instructions.Once installed, you can create incidents directly from your Teams conversations, or add messages to existing open calls.Want to see how it works in practice? In this video, we guide you through both the setup and usage step by step.For more detailed information about requirements, installation, and usage, you can also refer to the documentation.Bringing collaboration and service management closer togetherBy integrating Microsoft Teams with TOPdesk, you can act directly on requests where they are discussed, without recreating information elsewhere. Whether you're logging a new incident or updating an existing call, everything stays connected.This helps your team work more consistently, respond faster, and keep a complete overview of incoming requests.If you’ve started using the Microsoft Teams integration, we’d love to hear your experience. How does this integration fit into your current workflow? And where has it helped you save time or improve collaboration?

 Searching the Self-Service Portal shouldn’t feel like guesswork. But many users don’t know the exact keywords to type or where to click — so they browse through tiles, open multiple categories, and still can’t find what they need. The result? Frustrated users and unnecessary contact with your service desk. With AI Search in the new Self-Service Portal, that changes.  Let users search in their own words  Instead of relying on exact keywords, users of the portal can now type their question naturally. Think: “VPN not working from home” “I can’t access shared folders” “How do I update my password?”  AI Search understands the intent behind the question and shows the most relevant knowledge items — even when the wording doesn't match exactly.  Before vs. After Before, a user would try a keyword search, struggle to find the right terms, click through tiles, and eventually give up and contact the service desk — leaving operators to handle a question that could have been self-served. After, a user types their questions in natural language. AI Search understands the intent and shows the most relevant knowledge items, so the user can solve the issue independently. No ticket is needed.  Why this matters Users no longer need to guess the right keywords — AI Search understands what they mean, not just what they type. It's a smoother, more modern self-service experience that leads to fewer avoidable tickets, freeing operators to focus on more complex work.  A modern search experience for a modern SSP AI Search is part of a broader update of the Self-Service Portal designed to feel clearer, faster, and more intuitive.  Early testers have already noted how much easier it is when the SSP understands intent instead of keywords.  Built on TOPdesk’s AI philosophy AI Search follows the same principles behind all TOPdesk AI features, designed to help you adopt AI confidently and responsibly. Easy to adopt: works inside TOPdesk, no big setup needed  You stay in control: AI suggests, the operator decides  Your data stays protected: never used to train external models  Designed to help from day one: meaningful support without process overhauls How AI Search compares to Classic Search AI Search focuses on the essential self-service flow: finding answers to common questions quickly and intuitively. It works on knowledge items. The classic search still covers everything else in the portal — services and forms, news, active major incidents, documents, requests, phonebook, visitors, and reservations — so users have a single place to find what they need, whether or not AI Search handles it.  Availability & Requirements AI Search is available for the Engaged package  The new Self-Service Portal must be active. AI Search is not available in the classic SSP.  How to enable this feature You can find all setup steps and documentation here:  👉 https://docs.topdesk.com/en/ai-features.html What do you think? Have you already explored AI Search in the new SSP? Did users find answers more easily? Or did something unexpected come up? We’d love to hear your experiences, questions, or suggestions in the comments.  

You book a meeting room in Outlook. Meanwhile, a colleague reserves the same room in TOPdesk. Everything looks fine, until you’re both standing at the door. Double bookings like this are a classic frustration when reservations live in separate systems. Outlook Reservations Sync prevents exactly that by keeping TOPdesk and Outlook automatically aligned.One reservation flow, across TOPdesk and Outlook Whatever you do in Outlook shows up in TOPdesk—and the other way around. Create a reservation, change the time, add or switch a room: it all syncs automatically, both ways. No manual updates, no surprises, and no situation where one system knows something the other doesn’t.The idea behind this update is simple:plan once, stay aligned everywhere. What does the Outlook Reservations Sync do?Reservations are automatically synced between TOPdesk and Outlook Changes work both ways Rooms and internal participants are included automatically External participants are created as visitors in TOPdesk Microsoft Teams links remain linked to the reservationHow it works in practiceCreating a reservation in TOPdeskCreate a reservation in TOPdesk Select who the meeting should appear in the calendar for and which room is used Optionally add a Teams link or visitor → The reservation automatically appears in Outlook, including the room, participants and Teams linkCreating a reservation in OutlookCreate a new appointment in Outlook with a room and participants → The reservation is automatically created in TOPdesk Add an external participant? → They are automatically registered as a visitor in TOPdeskUpdating a reservation in OutlookChange an existing reservation in Outlook (for example, the time) → The update is automatically synced back to TOPdeskIn short: what you do in TOPdesk is visible in Outlook  and vice versa.Working with servicesSome reservations require more than just a room and attendees, for example catering, equipment or on-site support.These services can only be added from TOPdesk.That’s because TOPdesk is where service management and coordination come together.Add services directly to a reservation in TOPdesk The reservation itself stays synced with Outlook Services are managed and tracked within TOPdesk, exactly where they belongThis keeps Outlook focused on planning, while TOPdesk remains the central place for everything around the reservation.Availability and requirementsWe want to be open and clear about this:Outlook Reservations Sync is a paid add-on Reservations Management is required for the synchronization to workThis ensures the sync fits neatly into your existing reservation and service processes in TOPdesk.What’s the benefit?Less manual work Fewer errors or double bookings One reliable overview of rooms and reservations Clear separation between planning (Outlook) and service management (TOPdesk)Want to get started?Interested in using this add-on, or want to check whether it fits your setup? Reach out to your TOPdesk account manager or leave a comment here  or start a discussion in the Community. We’re happy to think along with you. 

Behind-the-scenes improvements with visible benefits for application managers With the One TOPdesk User project, we’re making user management in TOPdesk simpler and more consistent. In this update, we take the next step by introducing improvements that mostly happen behind the scenes but already bring visible benefits for application managers. These changes help create a clearer structure for managing users today, while laying the foundation for a more intuitive and future-proof user model. Why we’re doing thisWe want to separate who a user is from what a user can do in a clearer and more logical way.User information → stored on the Person card User access → defined by rolesFor example: someone can handle incidents because they have the ‘operator’ role, not because they have a separate operator card. This also enables smoother switching between the operator portal and the Self-Service Portal without having to log in again and again. The Person card becomes leadingIn milestone 2, we take another step towards a single, central user model. The Person card becomes the leading card. Ultimately, we’re working towards a situation where every user only needs one cardThis means:less duplicate data better overview easier user managementWhat’s changing in milestone 2?Mostly under the hood, but you’ll notice itMilestone 2 mainly consists of technical changes behind the scenes. Still, application managers will already see a few concrete improvements.Released features:API accounts are now a separate identity API accounts are no longer treated as regular users and will not appear in dropdowns, for example when selecting a caller.   From July onwards, every user will have a Person card In the previous milestone, a large part of operators already had a Person card linked. From July onwards, the remaining operator cards will automatically get a generated Person card as well. There are two exceptions to this: API accounts and TOPdesk accounts. These accounts are not considered regular user accounts and therefore will not get a Person card generated. To prevent users from automatically gaining access to the Self Service Portal or submitting requests, access can now be clearly controlled on the Person card using two new checkboxes: ‘Has access to SSP’ and ‘Is caller’. This gives you full control over who can log in and who can create requests.   Deleting an operator? That now happens via the Person card One final important change in this milestone: Deleting an operator is now only possible via the Person card When you delete a person, the linked operator is deleted as well We will introduce similar changes to the archive and anonymization flows in later in Q2. This is a deliberate design choice that fits our move towards one central user model. Pay attention if you use integrations Do you work with integrations? Then this is a good moment to be extra alert. Because the Person card is becoming leading, integrations may be affected. We will be making changes to the archive and anonymization flows in Q2 (aim for a release in May/June 2026). We recommend keeping an eye out on our release notes and checking whether everything still aligns with this new setup. We’ll keep you informed about next steps and future improvements via the TOPdesk Community.👉 Do you have questions about these changes or want to better understand how this works? Start a conversation in the comments, we’re happy to help.  

Update: June 15th 2026Say hello to the new Self-Service PortalWe’re excited to share that the new Self-Service Portal (new SSP) is now available for all application managers. After months of development, testing, and gathering feedback, the new SSP is ready for you to explore and ready for your employees whenever you decide to switch it on.The new SSP was built with one clear goal: make it easier for employees to quickly find what they need.  What the new SSP is The Self-Service Portal should be the first place that employees go when something’s wrong or when they need to request something. And with today’s expectations for modern tools, the classic SSP no longer matched how users prefer to work.That’s why we rebuilt it from the ground up.The new SSP brings:A cleaner, modern designThe interface feels lighter, clearer, and more intuitive even for users who rarely open the portal.Improved navigationInstead of searching through tiles or guessing where to click, users follow a clearer, more structured flow. It’s easier to discover services, forms, and knowledge items without digging.A more user-friendly experienceThe layout helps users focus on what matters: describing their needs and getting an answer. The new structure works better on all devices, supports accessibility improvements, and feels more like the tools people use in their day-to-day life.A foundation for new capabilitiesSome of our upcoming AI capabilities — like AI Search — are designed to work specifically with the new SSP layout and architecture. Switching to the new SSP means you're ready for what’s coming next. You decide when to make it available to your usersFrom today onward, application managers can enable the new SSP whenever it suits their organization.The new SSP is optional at launch. You can test it quietly with a small group, and open it up for everyone when you're ready.When you enable it as your default SSP, all classic SSP links automatically redirect, including links inside email templates. No manual updates are needed. A smooth transitionNot all SSP components have been fully redesigned yet. That means some pages will still be redirected to the classic Self-Service Portal. This is intentional and important:Users never hit a dead end All workflows stay functional You can adopt the new SSP gradually, without riskWe’ll keep releasing improvements from now on until the entire flow is ready to stand on its own. How to get startedYou can enable the new SSP right now. Documentation and setup guidance will continue to expand over the coming updates. What do you think?Have you already enabled the new SSP in your environment? How are your users responding to the refreshed design and improved navigation? Share your experiences below! FAQAs we see a lot of similar questions about the new SSP we try to answer them all at the same time in this FAQ. Am I forced to switch?No. Switching is optional, your current setup stays in place, and you can move back to the old portal at any time.​​​​​​What happens to my existing links when I switch?When you enable the new SSP as your default, all classic SSP links redirect automatically, including links in email templates. No manual updates needed.Note: some pages (such as reservations management) will still temporarily redirect to the classic SSP while the migration is in progress. Users will never hit a dead end.What do I actually gain right now?For your end users: a faster, clearer portal prominent search, quick links up top, and a clearer services overview. From the Engaged package onwards, this also unlocks access to AI Search. Why is customization more limited, and how do I handle images in the new SSP?We chose to release the new SSP early and in parts so you get new features sooner. The SSP Designer still runs on the older version, so options for adjusting layout, tile sizes, and branding are more limited today expanding it is something we're working on.In the meantime, images behave differently in the new SSP: they're responsive and cropped rather than scaled, so images from your old setup may not transfer cleanly. The recommended sizes are 300×200 or 200×200 px for tiles and 2784×480 px for banners (keep essential content centered, as edges may crop on smaller screens). Knowledge item KI 19224 has the full details.Before switching, we recommend reviewing the Update Guide — it helps you assess whether the new SSP already fits your organization's needs.Does my feedback go anywhere?Yes, it's directly setting the order of what we build next. Submit via the feedback button inside the new SSP, or via TIP. 

Updated: June 30th 2026Some days, writing a clear message just flows. Other days… not so much.Not sure if your reply is too technical, too blunt, or just too long? The AI Writing Assistant rewrites your draft in seconds — friendlier, shorter, or more professional, whatever you need. Now everyone on your team writes clearly, without agonising over every sentence. What the AI Writing Assistant doesWrite in your own words, short notes, bullet points, or a full draft. Click the Writing Assistant button, and AI instantly improves:grammar and spelling clarity tone of voiceYou stay in full control. Review the suggestion, tweak where needed, and send or publish with confidence. No copy-pasting to external tools, no switching between windows. Now available in the incident cardThe AI Writing Assistant is now available in two places:Incident ManagementOperators write a first draft fast and then rewrite it again and again to get the tone right or make it easier to understand. That rewriting takes time, and quality varies across the team, especially when tickets are stacking up. Non-native speakers and technical staff often struggle most to phrase things in language users actually understand. With the Writing Assistant in the incident card, anyone on your team can write a clear, professional reply, regardless of how confident they are as a writer. Knowledge BaseThe same goes for knowledge items. A rough draft with uncertain wording and a few typos becomes a polished, consistent article in seconds. Better knowledge items also mean better AI Answer Assistant suggestions, so the quality compounds. Why this helps your teamWrite confidently, even when writing isn't your strong suit Consistent communication across your team, regardless of who replies No switching tools, everything happens inside TOPdesk Especially useful for non-native speakers and technical staff Built on TOPdesk’s AI philosophyThe Writing Assistant follows the same principles as all TOPdesk AI features:Easy to adopt: works inside TOPdesk, no big setup needed You stay in control: AI suggests, the operator decides Your data stays protected: never used to train external models Designed to help from day one: meaningful support without process overhauls How to get started The AI Writing Assistant is available as part of the Excellent plan. You'll find it directly in the incident card and in the knowledge base, no additional setup needed. You’ll find the setup steps and documentation here What do you think?Have you tried the Writing Assistant in the incident card yet? We'd love to hear how it's landing with your team, share your experience in the comments below.

Let’s be honest: some tickets are… a lot.Long descriptions, multiple back-and-forth messages, several attempted fixes and before you actually understand what’s going on, you’ve spent minutes scrolling through history. Or worse: you miss something important altogether.That’s exactly the problem Incident Summarization solves.  From reading everything to understanding instantlyComplex tickets often come with long histories. Multiple messages, context spread over time, and details you need to piece together before you can even start helping.AI Summarization changes that moment. With one click on Summarize, the AI gives you a clear overview of the issue, what’s already been done, and where things stand right now, so you understand the situation at a glance, without reading everything first. Get up to speed without the admin overheadThis is especially valuable when tickets change hands or resurface after a while. Whether you’re picking up work from a colleague or returning to a ticket days later, the summary helps you get back into the flow quickly and confidently.AI Summarization doesn’t replace your expertise, it removes the admin work around it. Less time spent reading, more time spent solving. Why this feature makes life easierSave time on complex ticket handovers Understand context without reading long, detailed messages Get straight to solving instead of digging through history Keep summaries available inside the ticket for the next person. No need to repeat the workIncident Summarization doesn’t replace your expertise; it removes the admin overhead so you can focus on actually solving the problem. Built on TOPdesk’s AI philosophyJust like our other AI features, Incident Summarization follows the same principles:Easy to adopt: built into TOPdesk, no extra setup Your data stays protected: never used to train external models You stay in control: AI supports you, you decide what to useAI shouldn’t be a black box; it should simply help you work smarter. How to enable this featureAvailability: This feature is part of the Excellent package and also includes access to Incident Categorization and Knowledge Item Generation. Curious how to enable Incident Summarization for your team? You’ll find a clear walkthrough in our AI feature documentation, including how to activate the Summarize button and where summaries appear in the ticket flow.👉 https://docs.topdesk.com/en/ai-features.htmlIt’s quick to set up, so you can start saving time on complex tickets right away.What’s your take?Tried the Summarize button yet? Did it speed things up for you or your team?Or do you already see new use cases where this could save even more time?Share your thoughts or experiences in the comments. We’d love to hear how this feature is helping you in the real world. 

In a perfect world, every solution your team finds would end up in the knowledge base. In reality, things move fast. Tickets keep coming in, priorities shift, and documenting a solution often feels like something you’ll “do later”.Later usually never happens.As a result, valuable knowledge stays in people’s heads instead of in the knowledge base and the same issues resurface again and again, solved from scratch each time. Not because teams don’t want to document, but because writing a proper Knowledge Item takes time they simply don’t have.That’s exactly the problem Knowledge Item Generation is designed to solve.  Capture knowledge while it’s still freshWith Knowledge Item Generation, TOPdesk AI helps you turn a solved issue into a Knowledge Item while everything is still fresh.Once the issue is resolved, you can click Generate KI and the AI creates a first draft of a complete knowledge article based on the details of the ticket. The structure, the explanation, the steps, all there in clear, professional language.You review the draft, adjust it where needed, add your expertise, and publish. No blank page. No starting from scratch. No postponing documentation until it’s forgotten.From “we should document this” to “it’s already done”Instead of knowledge documentation being something that falls off the to‑do list, it becomes part of the natural flow of resolving tickets.Even on busy days, operators can capture solutions as they go without interrupting their work. Over time, this leads to a richer, more up‑to‑date knowledge base, better self‑service results, and fewer repetitive tickets landing on the service desk.AI does the heavy lifting; your team stays in control of the content. Why this makes a real impactCreate professional KIs with minimal effort Grow your knowledge base effortlessly Reduce repetitive tickets through better self service AI drafts the content; you add your expertise Agents can document as they go, even during busy daysBuilt on TOPdesk’s AI philosophyJust like our other AI features, Knowledge Item Generation follows TOPdesk’s core AI approach:Easy to adopt; built into TOPdesk, no extra tools Your data stays protected; never used to train external models You stay in control; AI supports, you review and decideThe goal isn’t to automate knowledge away from your team, but to make capturing and sharing expertise easier, exactly when it matters.How to enable this feature Availability: This feature is available for customers on the Engaged package.Getting started is straightforward. You’ll find all setup steps and best practices in our AI documentation, including how to enable the Generate KI button and where drafts are created:👉 https://docs.topdesk.com/en/ai-features.htmlOnce enabled, your team can start turning solved issues into reusable knowledge in minutes. What do you think?Have you already tried generating a knowledge item with AI? Did it help your team capture knowledge faster or even prevent a repetitive ticket?Share your thoughts, questions, or early experiences in the comments.Your input helps shape how we continue improving TOPdesk’s AI features. 

Creating a new ticket should be straightforward. But in practice, categorization often slows things down. Large category trees, similar subcategories, and small differences that are easy to miss, especially when things get busy. One wrong choice, and a ticket ends up bouncing between teams before it reaches the right place. That’s exactly where AI Categorization helps. When a new ticket is created, TOPdesk AI analyzes the text and suggests the most relevant category, subcategory, and priority based entirely on your organization’s historical data. No guessing, no scrolling through long lists. You simply review the suggestion and decide: accept it as is, or make an adjustment if needed. The result? Tickets are routed more consistently and reach the right team faster, right from the start.  Staying in control, without the extra work AI Categorization is designed to support your way of working  not replace it. The AI does the heavy lifting in the background, while you stay in charge of the final decision. This makes it easier to work quickly and confidently, even during busy moments. Less admin, fewer routing mistakes, and a smoother flow from intake to resolution.   Why this helps your team  No more scrolling through long category trees  More consistent routing, so tickets hit the right desk the first time  Faster handling, which means quicker resolutions  You stay in charge AI suggests, you decide  And the best part? You don’t need a major setup or new tools. It’s built right into TOPdesk, designed to help from day one.  Part of TOPdesk’s AI philosophy We build AI that supports you not the other way around. That means:  Easy to adopt, no big overhaul needed  Your data stays protected and isn’t used to train external models  Full transparency and control over what AI does  AI takes care of the hassle, so your team can focus on the meaningful work.  How to enable this feature  Availability: This feature is available for customers on the Engaged package.  If you want to get started with Incident Categorization, you can find everything you need in our documentation. Take a look at the activation guide here:  👉 https://docs.topdesk.com/en/ai-features.html   It only takes a few minutes to set up, and you’ll be ready to let AI take over the categorization work in no time.  What do you think? Have you already tried AI Incident Categorization? Did it speed things up, surprise you, or spark ideas for what you'd love to see next? Drop your thoughts, experiences, or questions in the comments. We’d love to hear how it’s working for you.   

We’re excited to share that the refreshed Rich Text Editor in Incident Management will soon be available in customer environments. While the core features remain familiar, the updated editor makes it faster and more reliable to work with formatted text and images—so operators can document incidents more efficiently.  What’s new?The focus of this update is not new formatting capabilities, but a smoother and more predictable editing experience. Especially when working with copied content or images from other sources.A more modern and consistent designThe editor now matches the look & feel of other renewed TOPdesk interfaces, making content easier to read and interactions more consistent.Improved stability and behaviorEditing, formatting and pasting behave more predictably. This helps keep longer updates, multi-step instructions and operational notes clean and readable.Faster, more consistent handling of pasted contentWhen you copy text that includes an image, you can paste it directly into the progress trail. The image will appear inline, so you no longer need to download or upload it separately. When it may not workThere are still situations where pasting an image doesn’t work as expected. This can have different causes, for example, the way a website protects its images or how an image is stored in the source you’re copying from.In those cases, you may see an error such as:“For security reasons, we could not retrieve the image that you are trying to paste from {url}. You could right‑click or long press, select ‘copy image’, and then paste it. Alternatively, try downloading, and then uploading, the image manually.”This behavior ensures images remain secure, accessible and correctly stored within TOPdesk. A phased rolloutTo ensure a smooth transition, the rollout happens in phases:Rollout begins 16 March Environments running version 16.03.007 or higher become eligible The editor is not activated immediately with this version Migrations start after this version becomes available in your environment All SaaS environments are expected to receive the update during the first week of AprilYou don’t need to take action—your environment will receive the editor automatically as it enters the rollout batch.Ongoing rollout updates can be found in KI 18723. Using integrations?To support images in the new editor, several Incident Management API endpoints have been updated.This affects integrations that:read incident notes containing inline images store or transform formatted content rely on HTML structure inside messagesFor a complete overview of the technical changes, see KI 18044.If your automated actions or integrations retrieve or process formatted content, we recommend reviewing them before the update reaches production. We’d love your feedbackRich Text improvements have been a long‑standing customer request, and we’re thrilled to bring a more stable, modern experience to your environment soon.You can share your thoughts in the comments and if you want to contribute ideas or suggestions for future improvements, you can also leave your feedback in TIP.

We’re excited to share an update that brings more clarity and consistency to the Self-Service Portal. The Unified Request Experience, our modern layout for Change and Incident request handling, is now available in the Self-Service Portal.With this update, you can start offering a smoother and more intuitive request experience to your end users, even if your organization hasn’t switched to the new Self-Service Portal yet. Why this mattersThe Unified Request Experience was designed to reduce friction in the request process. Making it available in the classic Self-Service Portal helps your organization:Provide a more predictable user journeyEnd users no longer jump between different interface styles or logic.They get one clear, consistent way to update and track their Change requests, reducing questions and helping them update requests with confidence.Help users better understand request progressThe updated request layout includes a cleaner status overview and improved due date logic, giving both employees and manager clearer insight into what’s happening and what to expect next. Support managers with a more intuitive approval flowApprovals are more straightforward thanks to an improved manager view with all key details surfaced in one place.Improved manager view for approvalsPrepare for the new Self-Service Portal — without forcing a big switchIn the new Self-Service Portal (open beta), this unified layout is already the default.By introducing it as an optional feature in the classic SSP, you can familiarize teams with the new experience gradually, at a pace that fits your organization. Enable the Unified Request ExperienceYou can turn it on via:Self-Service Portal → Settings → Change ManagementOnce activated, all relevant Change requests in the classic SSP automatically adopt the new layout. Learn more Want to dive deeper into what’s changing or how this fits within the broader SSP renewal?👉  You’ll find all details here We’d love your feedbackBringing the Unified Request Experience to the classic SSP is an important step toward a more modern and intuitive requester journey. We’re eager to hear how this addition works in your organization and how it supports your transition toward the new SSP.Tried it already or planning to enable it soon?Share your experience in the comments! And if you have suggestions or ideas for future improvements, we’d love to hear them in TIP as well

If your organization uses Microsoft Intune to manage laptops, mobile devices or other endpoints, TOPdesk’s Intune import option offers a powerful way to bring this device information directly into Asset Management.With this connection, you'll always have an accurate and up‑to‑date overview of your managed devices inside TOPdesk. Supporting smoother daily operations and reducing manual work across your teams.What Does the Intune Import Offer?Automatic synchronization of managed devicesTOPdesk can retrieve Managed Devices from Intune and use them as input for your Asset Management imports, helping you keep your asset overview aligned with your real IT landscape.Consistent and reliable asset dataInformation stored in Intune, such as device types, ownership, and configuration details, is reflected in TOPdesk, reducing the risk of outdated or incomplete records.Better workflow support across IT processesUp‑to‑date device information makes it easier to handle incidents, prepare hardware replacements, support onboarding/offboarding, and document your hardware landscape for audits and security reviews.When Does This Integration Add the Most Impact?Organizations see strong benefits when:Devices are centrally managed through Intune Manual imports or spreadsheets take time to maintain Teams want one clear, trustworthy source of truth for hardware Lifecycle and compliance processes require consistent records Workflows depend on linking devices to employees or ticketsWhether you're scaling your IT landscape or simply seeking more efficiency, the Intune import can help streamline daily work and improve data quality across departments.Availability in Your EnvironmentDepending on your environment configuration, the Intune option may already be visible as a source type in your Asset Management import settings. In some environments, additional steps may be required before the option becomes available. If you don’t see Microsoft Intune as a selectable source type, your TOPdesk Account Manager can advise you on what is needed to enable it for your setup.Getting Started with SetupFor organizations that do have the Intune import available, the technical setup (including creating an Entra application with the correct permissions) is described in our documentation. This guide walks you through how to connect both systems and activate the import.Share Your ExperiencesAre you already using Intune as a data source? Or exploring whether it could strengthen your asset workflows?We’d love to hear your questions, experiences, or best practices here on the Community. Your input helps other users understand what’s possible and where this integration can make the biggest difference.

Great news for everyone working with Asset Management in TOPdesk! Lansweeper is now officially available as a native source type for Asset Management imports. This release makes it easier than ever to keep your asset data complete, consistent, and fully aligned with what’s happening across your network.An up‑to‑date CMDB is essential for smooth IT operations. From faster incident resolution to better lifecycle management and smarter decision-making. With this new integration, TOPdesk can automatically bring in asset and software information based on the Lansweeper scans you already rely on. No more manual corrections or chasing outdated spreadsheets. Just accurate, real‑time data that supports your daily work.What’s New?A built‑in Lansweeper import sourceInside the import wizard of Asset Management Import, you can now select Lansweeper as a source type – simply navigate to Settings > Import settings > Asset Management imports > Imports. The integration fits seamlessly into the import flow you're familiar with, making it easy to set up and maintain.Continuous syncing with your network scansOnce connected, TOPdesk can automatically import assets or software discovered in Lansweeper — helping you maintain a continuously accurate and complete asset overview.Improved reliability over older connectorsPrevious external integrations were harder to maintain and not part of the core product. This new integration is fully supported within TOPdesk, ensuring greater consistency and long‑term reliability.Still using the legacy integration? Upgrade to our new solution and connect Lansweeper as your Asset Management import source to enjoy improved reliability and a more seamless user experience.Why This MattersWith Lansweeper as an import source, your team can:Save time by eliminating manual imports Improve data quality through reliable, automated updates Speed up incident handling thanks to accurate device details Support onboarding & offboarding with clear insight into who has what Make smarter budget decisions by spotting unused or duplicate assetsIt’s a practical, impactful enhancement that immediately strengthens your daily workflows.Want to Set It Up?If you’d like to get started with connecting your Lansweeper environment to TOPdesk, you’ll find all configuration steps, including creating API credentials and linking both systems, in our documentation portal. This guide walks you through the setup from start to finish, so you can begin importing your Lansweeper data with confidence.Questions or Experiences to Share?We’d love to hear how this new integration supports your workflows. Feel free to share your questions or feedback here in the Community!

Customer satisfaction is one of the most important indicators of success in IT Service Management. With that in mind, we’re excited to introduce a new addition to the TOPdesk Reporting Hub: the Customer Satisfaction (CSAT) Dashboard.This dashboard brings your existing star‑rating data to life. It gives you a clear overview of how end users experience your services, helping you understand what’s going well and where improvements will have the most impact. CSAT Dashboard What you’ll find in the CSAT DashboardThe CSAT Dashboard is designed to give you meaningful insights right away. Once opened, you’ll see:Overall satisfaction score A straightforward view of your average star rating for the period you select. It helps you quickly determine whether your service is meeting expectations.   Rating distribution A breakdown of how many 1‑ to 5‑star ratings you’ve received. This makes it easy to understand whether feedback skews mostly positive, or if there are specific points that need attention.   Satisfaction trends over time Charts that show how customer sentiment develops across weeks or months. This is ideal for evaluating the effect of process changes, staffing shifts, or seasonal peaks.   Insights per team, category or service area Use filters to zoom in on the parts of your service delivery that matter most to your organization. Whether you want to focus on one team or a specific ticket type, the dashboard helps you get to the details.  Ready to use from the moment you open itJust like the other dashboards in the Reporting Hub, the CSAT Dashboard works out of the box. Once star ratings are enabled in your environment, the dashboard automatically starts presenting your data in a clear, visual way. And with filtering options, you can adapt the view to your needs without any complex setup.Why it helpsThe CSAT Dashboard supports your continuous improvement efforts by showing:Whether your services are meeting customer expectations The value your teams deliver across the organizationIt gives you the insights you need to make confident, data‑driven decisions.Start exploring todayThe CSAT Dashboard is now available in the TOPdesk Reporting Hub.If you’re already collecting star ratings, your insights are ready for you to explore.If not:Tip:You can turn on star ratings in your settings. It only takes a moment and gives your end users a simple way to share feedback. Once enabled, the CSAT Dashboard will automatically visualize their responses and help you start collecting valuable insights right away.If you have feedback or suggestions for the CSAT Dashboard, you can share them directly with us through TIP.  

We’re introducing a helpful new improvement to user management in TOPdesk:you can now grant or deny Self‑Service Portal (SSP) access directly on the Person card. This option already existed for Operators, and now it’s available for Persons as well—giving you more control and flexibility.Why this update mattersWith the One TOPdesk User project, every Operator must now be linked to a Person card. However, not every Person should automatically have access to the Self‑Service Portal. Think of external users, system accounts, or individuals who don’t need to submit or track requests.To support this, we’ve added a simple checkbox on the Person card, allowing you to decide who should—and should not—be able to log in to the SSP.This ensures you can:Manage SSP access consistently across all users Prevent unintended access for newly created or imported Persons Better align access rights with internal processes and policies Keep your environment secureHow it worksOn the Person card, you’ll now find a dedicated setting for SSP access.Toggle the checkbox to:Checkbox checked (true) = Grant access – the Person can log in to the SSP to submit or track requests Checkbox unchecked (false) = Deny access – the Person cannot log in, even if linked to an OperatorThis aligns with how SSP access has always worked for Operators, but now gives you the same level of control for all Person records in your environment.API & Import supportFor organizations managing large user bases, this new field is also available via:Person API Import‑to‑API

We’re excited to share a new improvement to the License Overview: you can now export your license data directly to CSV. This addition gives you more flexibility to analyse and share your license insights—right from within TOPdesk. Why this update helps youClear insights into license usage support better decision‑making. With the new export functionality, you can:Easily share accurate usage overviews with colleagues or management Identify optimization opportunities, such as under‑used or inactive accounts Keep your administrative records complete and audit‑readyThis gives you more control over your license landscape and helps you maintain a well‑managed environment. How to use the export optionIn the License Overview, you’ll now find an Export button in the top‑right corner.Click Export, and your CSV file is generated instantly—simple, fast, and ready to use. Want to learn more?You can find more details about the License Overview and its features in our documentation:👉 https://docs.topdesk.com/en/operator-licence-overview.html#UUID-3ac67f73-1cf8-ddbe-8866-69ba6d04bfa2 Looking aheadWe’re continuously improving the License Overview to make license and user management clearer and more intuitive. This new export option is another step toward giving you the insights you need—right where you need them.

We’re excited to introduce a long‑awaited improvement: you can now convert an existing Operator account directly into an API account. This enhancement has been one of the most frequently requested additions from customers, especially since the introduction of the new API account card. Why this mattersBefore this update, the only way to create an API account was through the newly introduced API account card in the Supporting Files module. However, many organizations already had Operator accounts that were originally set up solely for integrations or automated processes. These accounts couldn’t be conveniently converted under the new model... until now. With this release, you can seamlessly transition those existing Operator accounts into proper API accounts, ensuring your environment stays clean, compliant, and easier to manage. What are the benefits?Switching an Operator to an API account comes with several advantages:API accounts are free and don’t consume an Operator license. No Person link required. API accounts are designed for system‑to‑system interactions, so linking them to a Person card is unnecessary. Cleaner user management. Converting legacy non‑human Operator accounts keeps your environment structured and avoids unnecessary overhead. Supports customers who previously used non‑standard setups. Some environments did not mark system accounts with the former API checkbox. With this new option, they can now bring those accounts into the new API account structure with ease.Where to find itYou can access the conversion option directly from the Operator card:More (⋯) → Convert to API account The account will be instantly transformed into an API account card, automatically inheriting the correct configuration for authentication and licensing. Part of the One TOPdesk User visionThis feature is a key step in our ongoing effort to create a clear distinction between human users and system accounts. By providing the ability to convert existing Operator accounts, we support customers in transitioning smoothly to the improved, future‑ready setup for API and system integrations.