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Question

Sharing a request no longer available when logging a request?

  • June 2, 2026
  • 2 replies
  • 15 views
A
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Before we switched to the new SSP, when users are creating a request there was an option in the top right hand corner to share the request with a colleague. But this seems to have disappeared with the new SSP?

Is this by design or a fix that TOPdesk are waiting to resolve?

We have had a number of users reporting this and at the moment we are asking people to use workarounds such as sharing the request under ‘My Requests’ after it has been created (where as before you could share it at the same time and creating it) or asking Operators to share it on their behalf.

I noted there was another thread about sharing requests not showing for the person it has been shared with, so this seems to be another issue with regard to the SSP and sharing requests

 

2 replies

Joost Oostindie
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Hi Azim,

It seems that in the new SSP the easiest way is to click open the call number you created immediately after creating it, and then when you're in the call sharing it with colleagues.

Maybe you can create a news/knowledge item about this where you post the workaround with screenshots, so you can suppress some of the incoming questions about it.

I couldn't tell you if they're about to change or update this anytime soon.
It's probably easiest to reach out to TOPdesk Support for this and based on their answer consider to create a tip about the functionality for the new SSP.

Hopefully you get an update soon, otherwise I hope publishing a news/knowledge item helps your organization for now!

Joost mag het weten, jij ook!
A
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  • Azim Khan
  • Author
  • Starter
  • June 3, 2026

Hi Azim,

It seems that in the new SSP the easiest way is to click open the call number you created immediately after creating it, and then when you're in the call sharing it with colleagues.

Maybe you can create a news/knowledge item about this where you post the workaround with screenshots, so you can suppress some of the incoming questions about it.

I couldn't tell you if they're about to change or update this anytime soon.
It's probably easiest to reach out to TOPdesk Support for this and based on their answer consider to create a tip about the functionality for the new SSP.

Hopefully you get an update soon, otherwise I hope publishing a news/knowledge item helps your organization for now!

Thanks for your reply on this!

We have as a workaround advised people to share the call after it has been created. But with the old SSP you had this option already as well as sharing it at the time of creation. So, it does seem like a backward step of removing one of these options and having only switched over to the new SSP around a week ago, a number of users have reported the issue.

I will log a request with TOPdesk support and hopefully its something they can reinstate soon.

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