Product Updates

You can now choose any folder in your knowledge base when you create a knowledge item (KI), however deep it sits. No more moving KIs afterwards. To use it, you need to work with the new knowledge management. The new flow is in beta, so you decide when to switch.What changedUntil now, a new KI could only be saved in a top-level folder. If it belonged in a subfolder, you had to move it yourself. A forgotten move or a timed-out session could leave the KI lost along the way.Creating a KI is now a simple two-step flow. While you create it, you pick the folder, at any level of your structure. Two steps for creating a new knowledge itemPlace a knowledge item in the structureWhat this looks like in practiceFrom an incident: You resolve an incident and write a KI from it. Your folders go Hardware > Printers. Before, you could only pick Hardware. Now you pick Printers right away. This also works with Robin and the KI generation AI feature. From the sidebar shortcut: Click through your nested folders and save the KI in place. No more landing in the main folder. No more lost KIs: Your KI is saved in the right place from the start, so there’s nothing to forget.Beta, and what’s nextThe new flow is available if you use the new knowledge management. Switching is simple: do it right on the create page, whenever it suits you. It will become the default once the new edit UI and drafting & publishing are available. We’ll share more when we can. Enable the switch in the new knowledge explorer Try it and tell us what you thinkTell us in the comments how the new flow works for you, and what else would make managing your knowledge base easier.

Connecting TOPdesk to other tools just got simpler. You can link automated actions to more external APIs, and change your integrations right where they are, no need to start over. The integration panels also tell you more, so you can see what an integration can do and who changed it last.More ways to connect your automated actionsWhen you connect an automated action to an external API, you can now choose Google OAuth 2.0 or OAuth 2.0 client credentials grant as the connection type. Go to Automated actions > Connections > External connections to set one up.Application integrationsChange permissions on the spot. Select Edit in the integration’s menu, update the permissions and save. Your integration stays just as it was, with the new permissions. See permissions at a glance. The details panel now shows which permissions are assigned to the selected integration. We left out what the overview table already shows (created by, creation date, expiry date and status), so the panel only holds what’s new.User-delegated integrationsA simpler setup. Redirect URLs are optional when you create a new integration, so you can add them when you’re ready. You can add more than one, and update the redirect URLs of an existing client without recreating it. Decide what an integration can do with scopes. Set a scope on a user-delegated client to keep the integration to the access it needs. Integrations created before scopes existed have no scope, so only the user’s permissions limit what they can do. The details panel shows a warning for these. When you edit one, you select its scopes, and from then on its access follows those scopes. Take a moment before you edit to check which scopes the external application needs.For both integration typesKnow who changed what. The details panel shows who last modified an integration and when, so a recent change is easy to trace. Set up with more guidance. Permissions and scopes are now grouped and described while you set up an integration, so you can see what you’re choosing. Copy the client ID in one click. A copy button next to the client ID saves you from selecting it by hand when you create an integration. Leave a note. Add a short note to an integration client. It works as a reminder for yourself or as documentation for your colleagues.Why use OAuth 2.0?With an API account, your integration signs in with a username and an application token. If someone steals that token, they can misuse it for as long as it stays valid. With an OAuth client, your integration uses a client ID and client secret to request a temporary access token, and uses that token for its API requests. The token expires after a short time, so a stolen token is only useful for a limited period. That means you can sleep a little better.Want to know more? See the documentation on creating a new application integration and creating a new user-delegated integration. Have you tried the new options, or is something still missing? Tell us in the comments.

TOPdesk Robin is joining the team. It's an AI teammate that sits right inside the Self-Service Portal and inside the ticket, ready to help end users find answers and give operators an extra pair of hands.  For end users: no more digging through the portal When someone doesn't know where to start, they ask TOPdesk Robin instead of searching, or giving up and calling your team. Ask “How do I claim back my travel expenses?” and get the answer, the source article, and the form to act on it, all in one go. Anything still unclear? TOPdesk Robin asks a clarifying question and answers in the same conversation. Your visitor is helped on the spot, and your team is one ticket lighter.  For operators: an extra pair of hands on every ticket TOPdesk Robin also sits inside the incident card, already up to speed on the ticket in front of you. Stuck on how to reply? Ask in your own words, and TOPdesk Robin digs through your knowledge base for the answer. At introduction, TOPdesk Robin for operators helps with:  Summarizing long ticket threads  Suggesting an answer  Turning the fix into a knowledge item, so the answer isn't lost next time   Who it's for TOPdesk Robin, for both end users and operators, is part of the Excellent plan.  How to get started TOPdesk Robin is available from October. There's no extra setup beyond switching it on for your organization.More information on how to activate Robin for Operators can be found on our documentation portal. Want to learn how to activate Robin for end users, you can find that here.  What do you think? Would your team put TOPdesk Robin to work on the questions people ask again and again, or on digging through long ticket threads first? Tell us what you'd want it to take off your plate. 

Your team probably already asks CoPilot, Claude or ChatGPT for help throughout the day. With the MCP, you can safely connect those tools straight to your TOPdesk environment.  The problem it solves Some teams have already started building their own connection to TOPdesk, piece by piece, with no supported path. Workarounds like that often rely on shared keys and access that reaches further than intended, which is a real risk for any organization handling sensitive data.  What the MCP does The MCP gives your team a safe, supported way to reach TOPdesk from the AI tools they already use. Ask something like “which tickets haven't been touched in three days?” and get the answer straight from your own tickets and knowledge base, read-only, and scoped to your own data. No custom connector to build, and no risk of reaching further than your own environment. Who it's for Teams on the Excellent plan who already rely on AI tools like CoPilot, Claude or ChatGPT day to day, and want that access without building or maintaining it themselves.  How to get started The MCP will be available in October, on the Excellent plan. You'll find the connection details in your environment once it's released. More on how to set it up will follow later on our documentation portal.  What do you think? Do you think will you start using the MCP and for what? 

Most teams get asked to roll out AI before anyone tells them honestly whether they're actually ready for it. The AI Readiness Dashboard gives you that answer.  What it shows you The dashboard gives you a clear picture of where your environment stands today: how much knowledge you have, how fresh it is, how often operators use it, and whether people consult it in your portal. Each measure comes with a target, so you can see which AI capabilities already work for you, and what to strengthen first.   Why it matters You don't have to guess which AI features will actually give good answers, or find out the hard way after switching them on. See where you stand, then decide what to fix first, in the order that actually moves the needle.  Who it's for Every TOPdesk customer. The AI Readiness Dashboard is included on all plans: Essential, Engaged, and Excellent.  How to get started The dashboard is available from October. You'll find it in the TOPdesk Reporting Hub in your environment, no setup required. Go the the documentation portal for more indepth information.If your knowledge base needs work, our consultants can help through the “Get Ready for AI” service. What do you think? Would an honest answer on your AI readiness change what you'd tackle first? Let us know what you're hoping it will tell you. 

Sorting tickets by hand, then watching one bounce to another team because the category was a guess, is exactly the kind of task most service desks want off their plate. AI Triage takes care of it. What AI Triage does The moment you open a ticket, AI Triage suggests the category, priority, and operator group, based on how your team has handled similar tickets before. Pick what fits, hit save, and you're back to solving in about 30 seconds.  Why it matters  No more scrolling the same category list or guessing at priority, dozens of times a day  Fewer tickets bouncing between teams while the SLA clock keeps running  More consistent categorization across operators, so your reporting holds up  The more your team accepts or adjusts a suggestion, the sharper the next one gets. If you're a new customer, expect suggestions to be thinner at first, until enough tickets build up the history AI Triage learns from.  For Engaged customers: more accurate AI Categorization You get more accurate AI Categorization, learned from how your team has handled similar tickets. Full AI Triage — category, priority, and operator group suggestions together — is part of the Excellent plan. Who it's for Any service desk that categorizes tickets by hand today. AI Triage is available on the Excellent plan; the AI Categorization accuracy improvement is available on Engaged.  How to get started Both are available from October. You'll find them under Functional Settings > AI Settings, ready to switch on. More detail on our documentation portal.  What do you think? How much of your day currently goes to sorting tickets rather than solving them? We'd like to know if AI Triage gets that time back for your team.

TOPdesk is getting a more current look, without asking you to relearn how you work. What's new We're updating the navigation and the screens operators use every day: new fonts, icons, colours, shapes and sizes. Older screens are now fully in line with the newer parts of the product, so the whole environment looks consistent. Colour is used deliberately, to pull your eye to what needs attention right now, and quiet down everything else.  What's not changing This is a visual refresh only. No new features, no workflow changes, no bug fixes, nothing moves. Everything you know how to do today, you'll still do the same way. It will just look sharper.  Who it's for Every TOPdesk customer, on every plan.  How to get started The refreshed look arrives in October. There's nothing to set up, it simply appears in your environment. We'll email you two weeks before it reaches your production environment. If you have a test environment, that's where it lands first, on the day we send the email, giving you the full two weeks to get familiar with it before it goes live in production.Want get more information, you can go to KI 19461 to read about the FAQs. What do you think? What would you like TOP desk's look and feel to catch up on next? We're curious what stands out to you once it's live. 

TOPdesk now supports OAuth 2.0, the modern industry standard for securely authenticating integrations.Instead of long-lived passwords, OAuth 2.0 uses short-lived tokens that expire automatically. This reduces the risks associated with long-lived credentials and helps your organisation meet modern security and compliance requirements.Administrators can set up and manage OAuth clients themselves in Supporting Files → Connected applications, without involving TOPdesk Support. A secure foundation for integrationsOAuth 2.0 isn’t just a new authentication option. It provides a secure foundation that other TOPdesk capabilities can build on. It already enables SCIM user provisioning from Microsoft Entra ID and a simpler login for the TOPdesk app for Microsoft Teams. With Teams, operators can log in with their own TOPdesk account or SSO instead of generating an application token. They also no longer need separate REST API permissions.Existing API accounts using Basic Authentication and existing application tokens will continue to work, so there’s no forced migration. With OAuth 2.0, integrations become more secure and easier to manage — while providing a foundation for more improvements in the future. How could OAuth 2.0 help your organisation? Let us know in the comments!

Keeping user accounts up to date when people join, change roles or leave your organisation can take a lot of manual work. With SCIM user provisioning, you can now automatically keep TOPdesk users in sync with Microsoft Entra ID.SCIM is an industry-standard protocol for exchanging user information between an identity provider and other applications. TOPdesk now supports SCIM as a source for Supporting Files imports. How does it work?An administrator sets up an OAuth 2.0 client to create a secure connection between Microsoft Entra ID and TOPdesk. Entra ID then provisions users through the TOPdesk SCIM API.Using the familiar Supporting Files import functionality, you decide how those users and their fields are mapped to TOPdesk persons or operators. Once enabled, changes in Entra ID — including user deletions — are synchronised roughly every 40 minutes.SCIM also gives you more control over the data you share. Instead of importing a broad directory, TOPdesk only receives the users and attributes that your identity provider is configured to provision.SCIM provisioning is currently available for Microsoft Entra ID, with support for other SCIM-compatible identity providers coming next.For the full documentation please visit our documentation portal page.  Using SCIM or interested in getting started? Let us know in the comments!

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.

Updated: September 27th 2026. AI Translation is now available in incidents and replies. 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 ticket ,including replies, 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 or reply 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 now includes replies too. When a caller responds to an incident in the Self-Service Portal, you can translate their reply into your own language the same way, right where you're already working.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, in the original ticket or anywhere in the conversation. How to get startedAI Translation is available since 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.