Using TOPdesk

I wondered how your organisations approached turning the features on. For example, was there any resistance or pushback, or concerns from teams like Information Security or Legal teams.We are a higher education institution, but I’d love to hear from others in HE but also other organisations.Also for those that have turned on the features, how have you found their usefulness and adoption. Thanks! 

Good morning Community,We have a few stock rooms for “unassigned computers” or “loan laptops”. When I look in these stock rooms I can only see a list of asset IDs, where it would be really helpful to see the assets’ summary info (make, model, computer name, etc). Has anyone come across this before and maybe found a work-around?Thanks in anticipationAlex

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.

Has anyone created SharePoint web parts to pull through news or service disruptions from TOPdesk?Without putting too much effort in I'm thinking it's going to be Odata feed or API or extending to a Microsoft list or Power BI feed; it might not even be that complicated but I thought it would be worth an ask to see if anyone else has done it and howthanks in advance

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

Beste TOPdesk community,Binnen de gemeente willen wij het change management proces optimaliseren. Dit willen wij onder andere doen door de vragen die wij op dit moment stellen aan systeem- en/of applicatiebeheerders scherper en beknopter te formuleren. Dit zijn vragen over bijvoorbeeld het testplan, implementatieplan, risico's en impact van de wijziging die doorgevoerd wordt.Graag zou ik in contact komen met mensen van organisaties waar dit proces goed en gebruiksvriendelijk staat ingericht en ons verder op weg kunnen helpen. Alle hulp is van harte welkom.Met vriendelijke groet,Suzanne ENGLISH:Our organisation is looking to improve our change management process. As part of this effort, we want to streamline the questions we ask system and application administrators when a change is submitted — making them more focused and easier to work with. These questions typically cover areas such as the test plan, implementation plan, potential r

We use Microsoft 365 to scan emails for spam, viruses, etc. Users get a notification from Microsoft if there are mails held in quarantine for them, and they can press a button to request the email is released. This sends an email to our Helpdesk mailbox and raises a ticket, but all these emails come from office365alerts@microsoft.com and not from the individual user. This is how we set TOPdesk to populate the caller details, based on text within the body of the message:We created a new email mailbox called quarantine@<domain name> and updated the Microsoft portal to send release requests to this address We created a new category of “Automated” and sub-category of “Quarantine” We created a new email connector to pull emails from the Quarantine mailbox and automatically assign these emails to the Automated/Quarantine category We created a new Act

Hi everyone,We’re building new automations where we would love to be able to map a date/time from something like a Self-Service Portal form through to the Planned Start Date on an approved Change Request.We’ve done quite a lot of work with the API and optional fields, so we can capture that date/time from the SSP form all the way through our workflow but the Planned Start Date field doesn’t look like it’s exposed via the API for edit on a Simple Change.Rather than this being a sneaky Product request to include it, I’m curious if others have found workarounds to a similar challenge? It looks like that field is exposed on Change Activities, so maybe that’s the best route for us to go… I haven’t been able to do that yet as everything we do today is built around Simple Changes.Thanks!

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.

We currently advertise our HR shared inbox email address with external suppliers (e.g. recruiters) which allows them to create tickets on TOPdesk for action by our HR team. We need to create a separate email template that simply acknowledges receipt of the email without including a link to the ticket (which we do for internal emails). Is there a way to create an event that is triggered based on domain?

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?

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.