One TOPdesk User: simpler and more consistent user management

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 this

We 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 roles

For 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 leading

In 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 card

This means:

• less duplicate data
• better overview
• easier user management

What’s changing in milestone 2?

Mostly under the hood, but you’ll notice it
Milestone 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

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.