Using TOPdesk

We have an event that triggers two separate automated actions to update an incident. Is there the chance of conflict/failure with this set-up?For example, the first task is updating an incident and the second fails to update because the first is in the process of updating. Is this a concern?

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.

The new SSP looks and feels different from the classic portal. For most end users, that's a good thing but "different" without any context creates confusion and unnecessary support tickets. A little preparation goes a long way.If you're planning to switch, or are already considering it, here's a step-by-step approach to make the transition smooth for the people who matter most: your employees. Before you switchExplore it yourself firstDon't switch before you've spent meaningful time in the new SSP yourself. Navigate it, test it, and note what's changed, especially where the search bar sits, how the tile layout looks, and which pages still temporarily redirect to the classic SSP (like reservations management or certain forms). The Update Guide is your starting point. It tells you exactly what's ready, what isn't, and what to prepare before you go live. Read it before you do anything else.Test it in your test environment firstGot a test environment? Use it before you make the switch. Ena

Since the launch of the new SSP, a number of you have run into the same visual issues: a logo that looks smaller than expected, blurry tile images, or a banner that doesn't display the way you set it up. You're not imagining it, and you're not doing anything wrong.Before diving in: if you haven't seen it yet, the Update Guide is your first stop. It covers exactly what to prepare before switching, including image formats, sizing guidelines, and what to expect. A lot of the issues reported after launch could have been avoided with it. Worth bookmarking!Now, here's what's going on with the most common visual issues and what you can do about them today.Logo appears smaller than in the old SSPThe new SSP handles logo sizing differently from the classic portal. Uploading a larger image won't fix it, this is a current limitation of the new interface, not your configuration. It's on our list and will be addressed as part of the broader SSP Designer work.Tile images look blurry or don't fit pro

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.

How is your IT team setup in terms of support services?I’m intrigued to know how others have their IT support setup and who they are supporting. This will give me (and hopefully other members) an idea of the options available to us.Currently, our setup is to provide internal support to 1110 users with the following under my role as Service & Support Manager:L1 Service Desk: Service Desk Manager, 2 x Senior Technicians, 4 x techniciansL2 Systems/App support: Systems Manager, 2 x senior technicians, 4 x techniciansService Delivery: SD Manager, 1 x technician Who looks after your Microsoft licensing and other vendor licensing? Who does the research & development to see what end user devices we should bring in to the device lifecycle? Who makes sure devices are still in support by the manufacture (BIOS, Samsung, Android UI etc)? Who is managing the PSTN switch over (UK)? Do you outsource any of your support services? Really interesting to know how our support model and resourcing c

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. 

Hi Everyone,Is there a way to update multiple tickets at the same time? I know we can use the closure wizard to bulk close tickets, but I would like to be able to bulk update fields with multiple tickets at the same time?ThanksCaz

We've all been there. A tricky incident comes in. Your team investigates, digs around, eventually finds the fix. The customer is happy, the ticket gets closed. Job done.Three months later, the same incident comes in. Different technician. Same investigation from scratch. Same fix, eventually.The knowledge existed. It just didn't survive the ticket closure.This is one of the most common patterns we see in service organisations, and it's easy to dismiss as a technical problem. Unstable system. Flaky integration. Vendor issue. But more often than not, it's a knowledge problem. The solution was found once, it just wasn't captured in a way that made it findable the next time.Every repeated incident is a signal. It's your service desk telling you: something worth knowing didn't make it into the knowledge base.The impact is bigger than it looks. Repeated incidents mean duplicated effort, longer resolution times, unnecessary escalations to senior staff, and customers waiting for answers that t

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?

I was wondering if anyone has an example of an automated action or another solution for automatically attaching a KI as a comment in an incident and then closing the incident?

Just wondering if anyone has a way to obtain multiple successive approvals?  I have a situation where we have new policies that require multiple managers to approve them, in succession.   Thanks!

Hi all, We are looking for an easier way to get overviews of SSP forms that are linked to a change template (and which template) and vice versa.Our current practice is using "SSP” in the titles of change templates so we can sort on this. In the notes section of the template we write down the name of the linked SSP form. However, this is error prone as one might forget, or updates on one or the other aren't processed and cause confusion. Does anybody have a more stable solution that doesn't depend on human perfection?As far as I know there is currently no option for an “automated” overview or export for linked templates and forms in TOPdesk. But if this is present, I gladly find out!Thanks for your input!

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 

Is there a way how I can get information about the first-time resolution rate by creating a filter etc. without creating a new report?The goal is to get an overview about how many tickets could be solved by the first Person who started working on the ticket and was able to change it to status “completed” without forwarding it to another person. So what I want to see the rate of : a ticket is received - Supporter 1 is starting working on it and Supporter 1 can solve the ticket and changes it to completed.

Curious how others are handling operational activities in the cybersecurity space — specifically when a review triggers a change.Our team has started logging preventative activities in Operational Activities, including monthly advisory reviews. When one of those reviews warrants a system change, we need a path into change management so our change control board can review it.The only route I've found so far is creating an incident off the operational activity and then converting it to a request for change. It works, but not optimal. Is that the path others are taking? Or has anyone found a better way to bridge operational activities into the change management workflow?

We have a mail import setup for emails from a security-related third party. They send in emails to a distribution list and a ticket is generated. Other recipients of the distribution group will often ‘reply all’ to the email directly which will create a number of duplicate tickets.I can’t see any settings in Import settings that could provide a solution. Our security team receiving the tickets asked about merging tickets with similar subjects, or after the 1st ticket is raised, no other updates come in.I just wondered if anyone had a solution around this?

Hi TOPdesk Community, I'd like to report an issue we've identified in the New Self-Service Portal (SSP) related to the search functionality for shared incidents.🔍 Issue descriptionWhen an incident is shared with another user (via the "Shared with" feature on the incident card), the shared incident does correctly appear in the recipient's "My Requests" page (/services/app/ssp/requests).However, when the same user tries to search for that incident using the SSP search bar — for example, by typing the incident number (e.g., C2508-3322) — the incident does not appear under the "Requests" tab in the search results.The search returns 0 results under Requests, even though the user has legitimate access to that incident through the share feature, and the same incident is visible in their "My Requests" list.🧭 Steps to reproduceAs Operator A, create or open an existing incident. Share the incident with End User B using the "Shared with" field on the incident card. Log in to the New SSP as End

I am currently building an automation where I want to check the sender's email address and then automatically route the email to a specific operator. I have also set up rules for the subject line and the free-text field, and these two work perfectly when the system name (which I’ve named 'xxx') is entered.However, I can't get the automation to work when it has to look at the sender's email address and assign it to a specific operator.Does anyone know why it isn't working with the sender's email?<#if   (((_card["korteomschrijving"])!"")?contains("xxx")) ||  (((_card["omschrijving"])!"")?contains("xxx")) ||   (((_card["notities"])!"")?contains("xxx")) ||  ((.vars["target"].externalSenderEmail!"")?lower_case?contains("xxxg@xxx.dk"))>true</#if>

Hi there! I’ve recently gone back to school and so needed to buy some books for class. It made me wonder:How many of my colleagues have done the same? Bought the same books?Does anyone on my office already have a book i need for my upcomming class?I saw an oppertunity to save the firm some money and create a sort of library of educational books. My initial thoughts were to add some kind of Tile in the self service portal, where a colleague can enter and look for at specific book, see who has it, or if it is free for borrowing. Ideally i want automation that sends out an email to the person who is next in line when the book becomes available. But that might be the 2.0 version of this.But yeah its an idea in the works, and i wanted to head if anyone has had the same thought or even implementet something like this?

Hi Gang,I was wondering if there is an easy way to get the URL of a specific asset in the asset management?Thanks in advance.René

Release Notes:“TOPdesk for Microsoft Teams: The TOPdesk application for Microsoft Teams is now available. You can create TOPdesk calls directly from your Microsoft Teams chats and channels — find the app in the Apps section in Microsoft Teams.”Don’t forget to set your call field settingsFunctional Settings > Microsoft Teams > Entry Type = Microsoft Teams

In some cases we want to create calls in TOPdesk using the incident API. If we know that a caller is registered, the callerLookup field works very nicely, also if we know that a caller is not registered, we use caller with email, dynamicName and branch.id.But what when we don’t know whether the caller is registered or not? When an external system used by both employees and external users shall POST a call, for example? Is there a way to create a call in one POST in such cases? 

When your best service desk colleague hands in their notice — what actually walks out the door with them?We've all seen it happen. There's that one person on the team who just knows things. Which workaround fixes the issue with client X. Why the system behaves oddly on Friday afternoons. What actually happened during that major incident two years ago that nobody documented.They're not just good at their job. They are the institutional memory of your service desk.And when they leave? That knowledge leaves too.This is something we talk about a lot in the world of ITSM: knowledge drain. It's one of those problems that's easy to ignore until it bites you. Suddenly resolution times creep up. Escalations increase. New colleagues take months longer to get up to speed than they should. And nobody can quite put their finger on why because the reason retired along with the person who left.The uncomfortable truth is that most service organisations are more dependent on individual knowledge than t