Using TOPdesk

Hello everyone, I am Niels from the TOPdesk Product Management Team. I am doing research into which use-cases are all covered by TOPdesk. Within the ESM space we tend to talk a lot about IT, facilities and HR but I know many of you have onboarded a lot of other teams as well. My question is, which other teams or departments did you onboard in TOPdesk as well? And how did you go about it? Was it a need for those teams or was it introduced to them? Thanks for your help and I hope I see you today during one of the webinars :)Niels UiterwaalGroup Product Manager TOPdesk

Other than the Active Operators Overview, has anyone successfully found a way of extracting additional data around Operator activity?For instance when they logged in, how long they are active etc.I have a manager from a different department who has a performance issue with one of their Operators where using TOPdesk is integral to their role.No answer is a bad one!!Thank you

Previously, when an operator set a ticket to Waiting for user while the caller was absent, the status would immediately change back to Updated by user. This happened because the automatic reply email was imported, and TOPdesk interpreted it as a response. We imported emails automatically to determine whether a reporter was available.As of today, this issue has been resolved with a new action sequence . When an agent sets a ticket to Waiting for user, the system automatically checks via the Microsoft Graph API whether the caller has set an automatic reply.If so, an invisible action is added containing the absence period (start and end date, if specified) and the actual absence message.

We have a couple of important events programmed to trigger on Card date a number of days after Date/time of change and a number of minutes after Closure date.We have been advised that this may fail so we “safeguard” by triggering again after an extra interval or two, like this:Still, in some cases none of these happen, and the event never triggers.Is this a known problem, and are there any more robust workarounds than just adding a lot of extra intervals?

Does anyone know of a way to search past events in asset management?  For example, if an asset is no longer assigned to a person, can you search all past events of all assets to find the event where that asset was initially assigned?

Hi,We use Person Groups that are updated daily through a selection. In TOPdesk, however, you can only schedule this update once per day.We would like to refresh a Person Group multiple times per day - preferably via an API call that we can trigger from our data-integration platform.In the API documentation, I haven’t found a method to initiate such a recalculation or refresh.Has anyone implemented a solution for this? Or are others also looking for similar functionality?Benny.

Is there a way to create a Forward Schedule of Change and a Change calendar feeding off of the change tickets? Currently we have to download the open changes and then manually manipulate the data - this takes up a lot of time when it would great to let TOPdesk do this for us.

Hi all  🙂Has anyone setup a TOPdesk MCP server, and if so have you found any helpful use cases for this?

Hi everyone, I’m facing a recurring situation in TOPdesk and I’d like to know if anyone has encountered something similar or found a workable solution.In several workflows, I need the operator to finalize a call or activity only after providing specific information — essentially like a mandatory form before completion.The issue is that TOPdesk does not natively offer a feature that forces the operator to fill in these details at the moment of closing the call/activity.I also cannot simply make the optional fields mandatory, because the information required varies across many different workflows and topics. Each process has its own set of specific data that must be collected, so making a field globally required would break other flows.Ideally, TOPdesk would have configurable pop‑ups triggered by specific events, where I could build a customized form integrated with an action sequence. That would perfectly address the requirement.

Can anyone point me in the direction of how to select all recorded time registered against an operator and/or across all operationa records. I’ve been looking at reports and selects but there isn’t anything obvious I can see. Thanks

Hi Community...seeking advice on some good practice for adopting when using the Operations Module. I’m understanding the basic model BUT I’m keen to capture ad hoc activities but I can’t see how I can add them against a series - they are one off. Can anyone share their own practices for setting up and scheduling. Thanks

Anyone else who builds functional blocks in for instance webhooks?As I’m creating a lot of webhooks that I use as functional blocks, I tend to pass around a lot of JSON. One of the implications is that want to retrieve values from these JSON hashes using variable paths.This little function has helped me a lot there:<#function getValueFromPath source={} path=""> <#assign parts = path?split(".")> <#assign current = source> <#list parts as p> <#if p?matches(".*\\[\\d+\\]")> <#assign key = p?replace("\\[\\d+\\]", "", "r")> <#assign idx = p?replace(".*\\[(\\d+)\\]", "$1", "r")?number> <#assign current = current[key][idx]!> <#else> <#assign current = current[p]!> </#if> </#list> <#return current>&

Empathy is often labeled a “soft skill”, but its impact in customer service is anything but soft. In the session Customer‑Centric Service: Practicing Empathy in Every Interaction, empathy is presented as an essential skill that shapes how customers experience your service, build trust, and stay connected to your organization.Being truly customer‑centric means looking at every conversation from the customer’s point of view. Behind each question is a person with expectations, emotions, and the simple desire to feel understood. Empathy helps service professionals acknowledge those emotions and respond in a way that makes customers feel heard and valued, not just helped.It Starts with ListeningA key theme in the session is the power of active listening. Yes, solving the issue matters but understanding the customer comes first. Customers want recognition before they care about the solution.Active listening means giving your full att

Are you also as annoyed as I am, about the missing reich text editor in change cards?It is SOOOO nice in the incidents and knowledge articles, that you can just copy/paste a screenshot into it without having to save the picture first, and then insert it.I asked for at status on this issue, and was asked to make a TIP on it so, I did.Please, if you are just as annoyed as me, then make at TIP on it too, the more requests the higher priority.//Vivi

Be gentle!We are new to Asset Management and have decided to start with adding our core and teaching software.What I cannot get my (non techie) head around is specifications and relationships.Can anyone explain to me in simple terms:how I create specifications how I accurately link software to a licenceI’ve tried following this guidance Asset Management but cannot seem to find all the steps to follow.Thank in advance

Is it possible to have any people that are in the CC line of an email automatically added to the incident in the “Share with Others” field in the caller section? We often have people email in and copy in their manager etc, but they are not added into the ticket unless we manually add them. Is there a way to auto add them when the ticket is created?

Op dit moment is het, als ik de documentatie mag geloven, nog steeds niet mogelijk om de urgentie te zetten op een change via de API.Dit is voor een klant van ons, die uitermate afhankelijk is van TOPdesk voor een groot primair en sociaal impactvol proces, een serieus probleem als het gaat om het upgraden van hun VA omgeving.Ik vind het behoorlijk kansloos dat deze API nog steeds niet compleet is en dat de enige manier om dit soort velden te zetten wordt gedeactiveerd en dus functionaliteit wordt weggenomen.

A consequence of the 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. 

We’re looking for a way to compare details of Automated Actions between our Production and Non-Production environments.Currently, we export every Automated Action via the GUI, and then compare the resulting JSON files.That comparison suffices.Does anyone know a method or trick to automate the exporting step?

Hi,Did anyone map the _request object? I cannot find any docs for at and before I research this myself I hope someone has done the work already.I'm specifically looking for incoming headers but any info is welcome.

Hi all,I’d be interested to learn how others are utilising MFA when access TOPdesk, as an operator and SSP.  I would like to know how the end user experience is/was, what types of MFA you are using and if there are any NHS colleagues on here, if you’ve managed to adopt the NHS connect shared tenant as the source of MFA so your users are logging in with their NHS.net accounts? Thanks.

Hi Topdesker’s We can see that you have something interesting in the Topdesk Market Place, a connector for Servicenow. This is a nice piece of documentation: https://developers.topdesk.com/ :-)First, Is this connector a two way connector (bi-directional) so we can do case creations on both  sides? We intent to have customers Topdesk integrated to Atea’s Servicenow.Second, do you guys have support for OAUTH2 (Token based authentication) ?Best RegardsSteen SchusterIntegration Specialist Atea Digital Services Denmark      

Hi All, One major issue we hit with logging items via the SSP is the ability for staff to log a ticket on behalf of another individual..  Sometimes this could be a PA for a Director, or a colleague logging an item for someone that isn’t able to get on the system.  Currently if we open this up to members of the same Branch(Office) or team - it allows everyone to see all tickets logged/open for that Branch (Office) or Team.  This is a major security breach for us as tickets could relate to personal items such as Workplace Adjustments etc or questions logged about a direct line reports activity. We really need this sorting, ideally anyone should be able to log a ticket against any other user, unless we specifically set the Caller field in an SSP form to not allow the value to be edited. Anyone have any thoughts on this?   

Welcome to our community! We’re here to help each other work faster and easier. This week is all about saving time with TOPdesk—whether it’s small tweaks or smart workflows that make a big difference in your day.To kick things off, here’s a question for you:Which automation in TOPdesk saves you the most time—and why?We’d love to learn from your experience. Share your answer in the comments and keep it practical:Before/after: what did you do manually before, and what’s automated now? How to set it up: briefly describe the steps (trigger, macro, workflow). Impact: how much time or clicks does it save, and for whom? Pitfalls: what should others avoid—or definitely do?Tip: even small automations count—they often deliver instant wins.Let’s make each other better: feel free to tag someone who helped you or has a great example.🔒 Important: do

Wij hebben voor onze IT kavels (4) aparte mailimport folders zodat de juiste behandelaarsgroep cq coordinator wordt gezet bij mailimport.Wijzigingen importeren bij ons standaard als Voorlopige wijzigingsaanvraag. Nu loop ik hierop vast.Ik doe de query /tas/api/operatorChanges/${unid} en krijg de volgende respons:Response body: {"status":400,"errors":[{"errorCode":"Change type is not set. Please first set the change type before continuing","appliesTo":[]}]}Ik heb geen idee wat ik precies moet doen nu. Als ik het op een normale (dus niet voorlopige) wijzigingsaanvraag uitvoer krijg ik wel netjes respons.edit: ik snap de foutmelding, hij wil weten of het een eenvoudige of uitgebreide change is, maar zover is het proces nog niet..