Product Updates

 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.  

Say 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! 

Some days, writing a clear message just flows.Other days… not so much.Writing any type of text can take longer than you want. Not because you don’t know what to say but because you’re unsure about the wording, the tone, or whether the message feels professional enough.And that’s exactly where the AI Writing Assistant steps in. From rough notes to polished text without leaving TOPdeskWith the AI Writing Assistant, operators can simply write in their own words: short notes, bullet points, or a full draft. Click the Writing Assistant button, and AI instantly improves:grammar spelling clarity tone of voiceYou stay in full control. Review the suggestion, tweak where needed, and send or publish with confidence.No more copy-pasting to external tools. No juggling between windows. Just clear, consistent communication, right where you work. Before vs. AfterPicture a typical knowledge item update. The operator knows what needs to be said, but the first draft comes out rough: uncertain wording, a few typos, and that nagging feeling it doesn't quite sound right. So they rewrite the same sentence a couple of times, maybe paste it into another tool to clean it up, and still aren't sure whether it reads well.With the AI Writing Assistant, that same operator writes naturally, clicks the button, and gets a polished version back in seconds. A quick review, a minor tweak, and it's published: professional and consistent, without the back-and-forth. Why this helps your teamWrite confidently, even when writing isn’t your strong suit Keep communication consistent across your team No switching tools everything happens inside TOPdesk Improve knowledge item quality Reduce friction during busy days 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  What's available now and what's comingRight now, the AI Writing Assistant is available for knowledge items. Support for incidents is on the roadmap, so if that's what you've been waiting for: stay tuned. How to enable this feature The AI Writing Assistant is available for customers using the Excellent package. Ready to try it?You’ll find the setup steps and documentation here:👉 https://docs.topdesk.com/en/ai-features.html What do you think?Have you already tested the AI Writing Assistant?Did it help rewrite a tricky knowledge item?Share your experiences, questions, or ideas in the comments. We would love to hear how this feature supports your team.

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.

Great news! The Reporting Hub continues to evolve and starting today, you’ll find brand‑new reports dedicated to Knowledge Management. These insights help you improve the quality, findability, and effectiveness of your knowledge items, without the need for complex OData exports or external spreadsheets.This release is another important step in strengthening matured Knowledge Management, which plays a key role in improving self‑service, and supporting seamless operator workflows and eventually also enabling AI features, Knowledge management dashboard in the Reporting HubWhat’s New?Alongside the existing duration reports and the Incident Dashboard, the Reporting Hub now includes a dedicated Knowledge Management Dashboard. It brings together several best‑practice reports designed to give you a complete overview of how your organization creates, maintains, and uses knowledge. Later we will add more reports to this dashboard. For instance, giving you insights into how often a KI is used or viewed.Below is a clear breakdown of what the current version of each report offers.Overview of the New Knowledge Management ReportThis report will add insight into how often Knowledge Items are edited, helping track content freshness and maintenance activity. By revealing which items receive frequent updates and which may be neglected, it enables content owners to prioritize improvements, ensure accuracy, and keep the knowledge base up to date.Next to that the report will show which knowledge item is receiving the most positive or the most negative feedback. This is based on the thumbs up & down feature. Part of the new Knowledge Management reports: Creation date and Change date of active KIs Where to Find the New ReportsYou’ll find the Knowledge Management Dashboard directly in the Reporting Hub, accessible via the TOPdesk menu. All current dashboards are conveniently gathered in one place, so you can quickly navigate to what you need.We’d Love Your FeedbackThe Reporting Hub is continually improving. Have ideas for new reports or filters? Let us know through the feedback button inside the Reporting Hub — or submit your ideas directly via TIP. You can also browse and vote on existing ideas there. Your input directly shapes what we build next.

The Incident Management Dashboard is the first full best‑practice dashboard available in the TOPdesk Reporting Hub — and it’s designed to give you instant, meaningful insight into every part of your incident process. Whether you're monitoring trends, identifying bottlenecks, or fine‑tuning service performance, this dashboard brings all the essentials together in one clear, intuitive view. Like all dashboards in the Reporting Hub, it is built on TOPdesk best practices: reports that provide immediate value right out of the box, while still offering full flexibility through interactive drill‑downs and powerful filters. Below, we’ll walk you through each tab of the Incident Dashboard and show how it helps you make informed, data‑driven decisions. What You’ll Find in the Incident Management DashboardThe dashboard currently consists of three dedicated tabs, each focusing on a key area of Incident Management:Incident Composition Workload Compliance  Each tab includes its own filter panel so you can instantly tailor insights to specific time periods, teams, categories, or services. Incident Composition Call composition DashboardThis tab gives you a clear overview of how incidents flow into your service organization, broken down into meaningful groupings such as category, operator group, priority, or any other relevant attribute.What you can do here:See incident distribution at a glance through intuitive pie charts. Drill down for details by right‑clicking on any segment and selecting Drill to detail by to open a full list of incidents within that group. Apply cross‑filters simply by clicking on a chart segment — instantly updating all other visuals on the page.This makes it incredibly easy to spot patterns, outliers, or unexpected spikes in specific categories. Workload Workload reports The Workload tab focuses on the operational heartbeat of your team — showing the volume of open, registered, and resolved incidents over time.What you’ll see:A combined bar/line chart per month that visualizes how incident load develops. A table view with the same data for those who prefer a more detailed or export‑friendly format.This tab is ideal for:Tracking seasonality or structural workload changes Understanding how well your team is keeping up with incoming incidents Supporting staffing or resourcing decisions with concrete figures Compliance Compliancy reportsThe Compliance tab gives a clear picture of how your team is performing against SLAs or target dates.Insights provided:Per month: ✔️ How many incidents met their target date ❌ How many incidents breached their target date A matching table view for reviewing details or exporting the data  This helps you quickly identify:Where performance is improving Where processes may need adjustment Whether certain teams or categories consistently struggle with SLA adherence Flexible Filters on Every TabEvery tab in the Incident Dashboard includes its own filters panel. This means you can tailor your insights to specific operator groups, categories or subcategories, priority levels, time ranges and moreThis flexibility lets you zoom in on exactly what matters to your team, without needing to adjust the entire dashboard. How the Incident Dashboard Fits into the Bigger PictureThe Incident Dashboard is one of the first best‑practice dashboards available in the TOPdesk Reporting Hub, alongside, for instance, the Knowledge Management Dashboard (explained in a separate deep‑dive post).These dashboards are designed to gradually replace the old report wizard with modern, intuitive, out‑of‑the‑box reporting tailored to real‑life service scenarios.More dashboards are currently in development, and customer feedback is actively shaping future iterations. We’d Love Your FeedbackThe Reporting Hub is continually improving. Have ideas for new reports or filters? Let us know through the feedback button inside the Reporting Hub — or submit your ideas directly via TIP. You can also browse and vote on existing ideas there. Your input directly shapes what we build next.

Apart from bringing all existing reporting features together, the Reporting Hub introduces new best‑practice dashboards: prebuilt, standardized reports based on what consistently works well for TOPdesk customers. These dashboards give you immediate insight, while still allowing you to adjust filters and tailor the view to your organization’s needs. Built for clarity You don’t need to start from scratch, each dashboard comes with meaningful groupings, clear panels, and practical drill‑down options.   Built for flexibility Prefer to zoom in on a department? Need to focus on a category? Just tweak the filters to make the dashboard fully your own.Reporting Hub in TOPdesk The Incident Dashboard: A Powerful First StepThe Incident Dashboard is the first full best‑practice dashboard available in the Hub, giving a complete snapshot of your incident process. It currently includes three tabs:Incident Composition: explore incoming incidents, grouped in various ways. Drill down for details or apply cross‑filters directly from the charts. Workload: track registered, open, and resolved incidents per month, both as visual charts and as a table. Compliance: see how your team is performing against target dates, including achieved vs. breached SLAs.  Each tab includes its own filter panel so you can focus on exactly the incidents that matter to you. Incident management dashboard The Knowledge Management Dashboard The Reporting Hub also includes a Knowledge Management Dashboard with a high‑level “Knowledge Maintenance” view. It summarizes the health of your knowledge base, showing overall item counts, helpfulness, feedback insights, and more. Knowledge management dashboard The Future of the Reporting HubThe Reporting Hub is currently available as a beta, and we are gradually expanding its capabilities. Expect additional dashboards for other TOPdesk modules, improved filtering options, and even more best‑practice insights as we continue to build on feedback from customers and internal teams. We’d Love Your FeedbackThe Reporting Hub is continually improving. Have ideas for new reports or filters? Let us know through the feedback button inside the Reporting Hub — or submit your ideas directly via TIP. You can also browse and vote on existing ideas there. Your input directly shapes what we build next.Together, we’ll make the Reporting Hub the go‑to place for every insight that helps you improve your services.

We’re taking the next step toward a single-user model in TOPdesk. Every operator will need to be linked to a person. This simplifies user management and helps prevent duplicate cards and broken histories.  Key dates  From 1 November 2025, new operators must be created via a person card.  By mid-February 2026, all existing operators must be linked.  Unlinked operators after this date will be automatically linked to a generated person, which may create duplicates or disrupt incident history.   What’s changing  Operators can only be created via a Person card; standalone “Create operator” buttons are removed.  Improved tools are available for bulk-linking existing operators.  API accounts are now a separate card type and do not require a linked person.   What you need to do  Bulk-link your existing operators using the Operators and Persons Link Wizard  Accessible via Supporting Files → Changes in creation of operators.  Matching can be done on login name, email address, employee number, network login name, or mainframe login name.  Recommended: link as many operators as possible before mid-February 2026.  See KI 18571 – Best practices for linking persons and operators.   Depending on how you create Operators Manually  Create operators from the person card.  Use the bulk-link wizard to link existing operators.  Supporting Files import  Add LinkedPerson in the field mapping (mandatory from November 2025).  Run the Person import before the Operator import.  API integration  Add linkedPerson in POST /operators.  Optional now, required from 1 November 2025.  Custom imports  These will be phased out. Switch to Supporting Files before November 2025.  For help, submit the form on My TOPdesk.   Special cases  System accounts and automation accounts: do not adjust; TOPdesk will create dummy person cards when linking becomes mandatory.  API accounts: no linked person required.  Operators without a matching person card: the system will create one automatically when needed.  Archived cards: link only if your organization rehires people; otherwise, auto-linking will handle them.   Useful resources  Roadmap and explanation KI 18571 – Best practices for linking persons and operators  KI 17693 – Check which operators are already linked  KI 8931 – Download custom import scripts  KI 18706 – Details on the new API Account card 

While updating many different pages on the Self-Service Portal (SSP), we’re working on improving the overall end-user experience. Because our goal is not only to improve the experience on various pages on your SSP, but also how users find their way through all these pages.Rethinking the SSP involves many steps and changes. That’s why we launched an open beta for the new SSP. In this beta, you’ll experience the new direction of the SSP. For instance, you’ll find a new look for the startpage, a more unified look for the Incident and Change cards, a renewed Personal Profile page, and much more.Curious about the future of the end user experience? Make sure you're not logged in to the Operator section, and simply add ‘/services/navigation-frontend/ssp/home’ behind your environment’s URL, e.g. ‘mycompany.topdesk.net/services/navigation-frontend/ssp/home’. And feel free to share this beta with your end users. Their feedback is invaluable for creating an end product that actually works for you.As it’s an early version, you’ll probably run into things that don’t work the way they should yet. Over the coming few months, we’ll continue fixing these.For more information, and a place to leave feedback, see our TOPdesk innovation platform.

Last month, the redesign of the Personal data protection and File maintenance settings pages was finalized. By grouping together a few settings, and adjusting the overall structure and look of the page, the user experience has improved. With less retention periods to manage, you’ll feel more in control over your file maintenance settings.Add exceptions for specific categoriesWithin the File maintenance settings, part of the Responsible data management section of the functional settings, we recently grouped various options. While this simplifies the settings page, we can imagine that you still need ways to further specify a retention period. For example, do you need to remove attachments from HR incidents after just a few days, while files in security incidents need to be available for a few months? If the answer is yes, the new Exceptions section will help you out.Within the Delete files from tasks block, you’ll find the new Exceptions feature. To add a new exception, click Add exception. In the menu, you’ll fill in a few fields:The task type for which the exception should be configured, such as incidents or changes Which category it concerns What the retention period is for this category A note, in which you can explain why you set up this exceptionAfter confirmation, the exception is added to the list.Check your file maintenance settingsA consequence of these changing file maintenance settings is that you might use a file maintenance configuration that doesn’t fit the new settings structure anymore. Therefore, in some cases, we had to disable certain settings.For this reason, we recommend everyone to check your file maintenance settings. This way, you ensure that your keep on managing data in your environment responsibly and without any data risks. 

Updating the look and feel of your emails just got easier. With the new email designs feature, you can create reusable designs that keep all your email communication consistent—without adjusting each email step separately.What's new?First, we implemented a new version of the email editor. You use the editor in your email steps to determine the foundation of your email: what is the message that you need to send to your customer or the operator? Besides that, you'll find the new Email designs overview in the Automated Actions overview. Here you can:Create multiple email designs for different purposes or groups Design how your emails look by setting fonts, colours, and other styling elements Use the {{CONTENT}} marker to indicate where the content of a specific email step should appear in your designSo, in the email step itself, you can now pick a design from the Design drop-down list. If no design is selected, the email step will look exactly like it's designed in the email step itself. With the Preview button in an email step, you check your design before applying it. Why you should start using email designsBefore, if you wanted to update your email styling—like changing a font or adjusting colours—you had to edit all your email steps individually. Now, you create a design once and apply it to multiple email steps. Need to make a change? Update the design, and all emails using that design are updated automatically. Creating designsThe new email designs feature is ideal for setting up the styling of an email. Within HTML emails, you determine the styling in the <head> element. So, the email design is the ideal feature for determining the styling within that <head> element. Then, the email step within your Automated Action contains the <body> element, or the email’s content.  What to do with existing email stepsThe new email editor is a newer and more future-proof editor. You can only use the new centralized email designs with email steps that use the new editor. However, your emails might look slightly different from before. That’s why we introduced a conversion step: a tool that helps you move your existing email step to the new editor. We recommend the following approach:Create an email design that you will use for your emails. In this design, you basically create a style document that you can use across multiple emails. Convert an existing email to the new editor. In existing email steps that still use the old editor, you’ll find a banner asking you to convert it. The conversion wizard informs you about which parts are taken along (the of the email) and what is left behind (the of the email). After the conversion, your email might look different from before.The conversion is only finalized if you save your automated action. Simply undo the conversion by reloading the automated action. In the email step that you just converted, pick the new design (that you created in step 1) in the Design field.   In the editor of the email step, click Preview to get an impression of what the email step will look like when used.New email steps will make use of the new editor by default. For these steps, we advise to directly start working with the Design feature instead of still styling them within the email step.Coming upThis is the first version of the new email designs feature. In the future, we’ll add more features that make it easier to manage specific styling elements within your design.Read more about email designs in our documentation