Q&A

Hello Community,Quick question, I notice there is a possibility to import assets and link services under the Assert Overview module, is this module the equivalent of the CMDB in TOPdesk? or you have it under a total different solution?   Thank you!

Since launching the new Knowledge Base Explorer, sorting and ordering has come up more than anything else. For some of you, the current alphabetical order is a positive change, but for others this causes issues with how content appears in the SSP or it just doesn't match how you want your knowledge base organized. We want to know more about these different ways of navigating and ordering your knowledge. So we've put together a short survey to understand how you look for knowledge as a consumer, what should drive the order, and where more control would make the biggest difference for your team and your customers. Take the survey below, and feel free to share it with others in your organization. The more input we get from different roles, the better we can design something that works for everyone using the knowledge base. Thanks for helping us get this right.   

Hi Community,I really like the idea of seeing assets assigned to a person from the Person Record this is the best feature that caught my eye so far. Definitely going to save a lot of headaches during onboarding and offboarding.I have a few technical questions regarding automated assignments and Incident creation via the API: Automated Asset Assignment: Is there an OOB way to automatically assign an asset (like a laptop) to a person once a service request is fulfilled? Mandatory Fields in the API: I set up an API account, granted the required permission/operator group, and generated an application token (GET requests are working as expected). When attempting to POST a new incident, the ticket management shows only “brief description”as required. However, when creating an incident manually in the UI, several other fields are highlighted in red as mandatory. Where are these validation rules defined?  DataDict vs. API Naming: I noticed the field names in the DataDict don't match the RE

Curious how everyone else is thinking about TOPdesk at the moment? So are we…Topics like this tend to shift depending on what's happening in your day-to-day, so it's a good moment to check in.Pick the topic you're most interested in below, and see how your answer compares with the rest of the Community.

We've rolled out several AI features over the past months, and we're curious how they're landing with your team.AI Incident Categorization. Tickets reach the right team, correctly categorized and prioritized, automatically. No more scrolling through 23 categories to find the right one.AI Incident Summarization. Picking up a complex ticket? AI summarizes the issue, the solutions already tried, and the current status — so you're up to speed immediately instead of reading through a full ticket history.AI Answer Assistant pulls a ready-to-use draft from your knowledge base straight into the incident card. Click Respond, and you get a suggested answer based on the matching knowledge item. You stay in control — review it, tweak it, and send when you're happy with it. No more opening a separate tab, searching for the right knowledge item, and rewriting it from scratch every time.AI Knowledge Item Generation turns a solved ticket into a draft knowledge item in seconds. You review it, you publi

Hi All,We want to use Call Closure codes as well as Auto Closure of tickets. We were advised when implementing TOPdesk that this is not possible.How do others achieve this?ThanksCaz

I’m interested in learning how others are working with service requests in TOPdesk. Currently, we manage incidents in call management and service requests in change management. However, we are facing several challenges when working in the change management module, which has made me question whether this was the right approach for handling service requests.How do you handle service requests in TOPdesk? Which module do you use, and what are your experiences?

Hello community,I was wondering if there is a way to request a trial version of TOPdesk where I can explore the solution rather than just videos. I would appreciate the support.Thank you.

Hi All,Is anyone else unable to log into the TOPdesk SSP? I keep getting Invalid login. I have also changed my password, but that is not working either. I need to raise a ticket with the Helpdesk.

Modules > Supporting Files > UsersIt only shows 10,000.  We have over 5x that.  How would y’all search for a user that is in the middle of what you know is there.Ex:  I want to search for a user that has a last name that starts with O.  No matter how I filter the list it can’t click past 100 screens to get to them. Am I simply missing a search feature?

Hi All,Is there an easy way to set up an approval to go to different people based on who is raising the request?We have multiple different sectors / departments which have different Finance Managers managing each one. I want to be able to point an approval to the right Finance Manager based on who is raising the request.ThanksCaz 

Via een e-mail actie verstuur ik naar een medewerker die uit dienst gaat een e-mail met de assets die op zijn/haar naam staan, via de Persoonskaart. Dit om de medewerker te verzoeken om de assets op de laatste werkdag in te leveren bij IT.Nu is een deel van deze assets wat zij daadwerkelijk moeten inleveren/afgeven zoals mobiel/sim, laptop, beeldscherm. En een deel wat niet ingeleverd hoeft te worden/kan worden zoals licenties maar ook de desktop die zij op hun werkplek gebruiken.Ik wil graag in de mail die ik stuur het onderscheid tussen deze verschillende assets maken en in de tabel van de assets aangeven of deze ingeleverd moeten worden of dat dit ter informatie is. Of in plaats van 1 tabel 2 tabellen tonen met 1 tabel wel inleveren en 1 tabel niet inleveren.Wie heeft er hier ervaring mee? Ik zit niet vast aan de e-mail actie als die via een andere weg ook kan.

Optional fields.How can we handle situations where a TOPdesk client is large, with multiple departments, and their custom configurations exceed the number of optional fields TOPdesk provides for the Change and Incident modules?The standard limit is just ten fields per type (text, date, drop-down list, etc.).Increasing this would be a major benefit for all clients and a significant advantage over ITSM competitors.At the very least, adding three more optional field tabs—bringing the total to five—would help. The current limitation is drawing negative feedback from teams. 

Hello, I'm trying to find a report that can shows a specific subcategory only, but finding it difficult. Wondering if there is a way for me to have a report that shows only currently open requests for a specific subcategory under a specific category. Alternatively, if there was a way to have a queue for the subcategory, that would also work.

TOPdesk’s AI features for knowledge management are all available now. Curious which one you reached for first.Whatever you picked, let us know in the comments. What has your experience been so far? And if you haven’t tried anything yet, what is getting in the way? 

 We are looking for a way to retrieve a complete audit trail through the API, including who made a change, what was changed, and when the change occurred. Is this information available via the History API, and are there any limitations regarding which events are recorded or accessible?

Hi All,Am I able to create multiple “Person Imports” to update the person card? I would like to have an import created that links to Entra and then have a 2nd Import that updates other information in the Person card? ThanksCaroline

Hi @all,I am wondering if there is any possibility to create a selection where I can Filter on sharee? I didn’t find a spot to get a list of tickets which were shared with me (and maybe other users).I didn’t wanna switch to SSP to look at the list of requests. I wanna use the selection on the operators page.Thanks a lot!🤘Thomas

Hoi allemaal,Weet iemand (of heeft iemand dit al ingericht) of het mogelijk is om via bezoekers zichzelf te laten aanmelden via een tablet binnen de bezoekersregistratie module in TOPdesk. En als dit kan wat zou hier dan voor nodig zij?Het zou dan gaan om vooraf opgegeven bezoekers die dan bevestigen dat ze er zijn of mensen die zich nog moeten aanmelden. Alvast bedankt.

How do you monitor and track actions that come out of a major Incident? We currently track everything on a spreadsheet, but I was wondering if there was a module within TOPdesk that would be suitable for this so that we can keep clear links between MI, Problem records and known errors.  ThanksCaz

Hoi allemaal.Wanneer ik een rapport wil inplannen kan ik via de knop meer kiezen voor inplannen. Ik kan dan alle velden invullen en de betreffende personen of behandelaars toevoegen.Wanneer ik daar iemand aan toe kan voegen kan ik die ingevulde kaart niet meer vinden en open ik dus altijd een nieuw in te plannen rapport.Kan ik ergens de kaart vinden die ik al heb ingevuld of kan ik ergens zien wie dit rapport al krijgt?

HI Everyone, Is there a way to merge tickets? We often get different people from our sites raising the same issue but we can’t find a way to merge the tickets so that all the information and resolution is on one ticket.

Hello everyone,we have a problem with the TOPdesk Self Service Portal.The portal is already set to the correct language. In our case, the language is German.However, some browsers still ask the user if they want to translate the website. This happens in Mozilla Firefox and also in Microsoft Edge.Both browsers show a translation dialog, even though the page is already displayed in German. This can be confusing for users, because they think the page is in the wrong language.The problem is only the browser translation prompt. The language setting in TOPdesk seems to be correct.Has anyone else seen this behavior in the TOPdesk Self Service Portal?Thank you! Best regards.

Is it possible to create a selection of changes where the planned date has been changed? I can't seem to find any criteria that would make this possible.