Welcome in the Community

We’ve recently launched TOPdesk Academy Online, our new online learning platform for TOPdesk customers. We’d love to invite you to take a look and help us improve it.Are you a TOPdesk application manager, either new to the role or already experienced? We’re keen to hear from customers at all experience levels who are willing to explore TOPdesk Academy Online, share their thoughts, and help shape how learning at TOPdesk evolves.What we askAs part of our Early Access phase, you’ll receive one free licence with three months of access to the first Essential learning journey, available in English, German, and Dutch. In return, we ask you to actively use the platform and complete a short questionnaire about your experience. If you’re open to it, we may also invite you for a brief interview of around 15 minutes to discuss the content, struct

Get familiar quickly: the community is organized into categories, posts (questions and discussions), and tags—making everything easy to find.SearchStart broad (1–2 keywords), then refine with filters (date, category, status). Use exact terms from the interface (“SLA notification”, “change management”). Can’t find it? Try a synonym or the English term. Tags & FollowingTags group related topics—follow tags relevant to your role (e.g., Change, SSP, API). Subscribe to categories or topics to receive notifications. Posting & ReplyingUse the rich-text editor for headings, code blocks, and lists for better readability. Add screenshots or attachments (anonymized). @Mention members or teams for

Over the past few months, many organizations have explored the new AI features in TOPdesk through our Early Access program. As this period comes to an end on March 31, 2026, we’d like to give you a clear overview of the next steps — and what this means for our subscription plans: Essential, Engaged, and Excellent. What happens after Early Access?Starting April 2026, the AI features will become a permanent part of TOPdesk. This ensures clarity about availability and allows us to continue investing in further AI development. What’s included in each plan?EssentialFor Essential customers, nothing changes within the core package. During Early Access, you could freely try out the AI features. After Early Access ends, these features will become exclusively available in the Engaged and Excellent plans. For Smartcat usersIn No

We’re introducing new AI capabilities in TOPdesk, and we want to make sure we use wording that’s clear and intuitive for you. Which term do you prefer for referring to these capabilities? Feel free to vote, and if you have a quick thought on why you prefer one over the other, we’d love to hear it in the comments. Thanks for helping us keep things clear and consistent!

We’re in the middle of the early access weeks of our Community and we’re super curious about your experience so far!👉 How do you like the Community?👉 What kind of content would you love to see more of?Join our poll and share your ideas in the comments!Your feedback helps us make the Community even better. 💡 What content or features would you like to see in the Community? Share your ideas below! 👇

At TOPdesk, we believe in the power of sharing knowledge and connecting people. User Groups are a great way to bring like-minded professionals together to exchange ideas, tackle challenges, and inspire each other.Is there a User Group you’d love to see?Whether it’s a specific topic, industry, or area of expertise, we’d love to hear your suggestion!👉 Here’s how to share your idea:Send an email to TOPdeskCommunity@topdesk.com and include:The topic or theme for the User Group A short explanation of why it matters (Optional) If you’d like to help shape or contribute to the groupTogether, we’ll make sure the Community reflects what matters most to you!

Are you ready for a new challenge? The January puzzle is waiting for you! Put your brain to work and compete for eternal glory within our community.🔎 What do you need to do?Solve the puzzle shown in the image or text above. Send your solution before January 31st to: TOPdeskCommunity@topdesk.comEveryone can participate, so feel free to challenge your colleagues! The correct solution will be shared at the beginning of February.Happy puzzling🧩  

The Lounge is your spot for informal conversations that aren’t (directly) work-related. Think hobbies, inspiring books, events, music, handy routines, work-life tips, a fun community win, or simply catching up with fellow users. We keep it relaxed, friendly, and valuable for everyone.

Together, we keep the community safe and professional. Reporting isn’t “snitching”—it’s looking out for each other. When to ReportUnfriendly or discriminatory comments Off-topic posts or spam Sharing confidential information or personal data Dangerous or misleading instructions How to ReportClick ‘…’ next to the post or comment. Select ‘Report’. Add a short reason (e.g., “contains customer data”, “personal attack”). Submit—the moderators are notified immediately. What Happens NextA moderator reviews the report promptly. Content may be edited, moved, or removed if necessary. Repeated or serious violations may lead to warnings or account suspension. Where appropriate, we’ll provide a brief update in the thread.

Events offer deeper insights: live demos, roundtables, expert Q&A sessions, and customer case studies. Plus, you’ll meet peers facing similar challenges. How to RegisterOpen ‘Events’ in the community. Click an event card for details (agenda, speakers, audience). Select ‘Attend’. For external events, click ‘Register now’ to go to the registration site. Add the event to your calendar via ‘Add to calendar’ (if available). Follow the event topic for updates and prep materials.After You RegisterYou’ll appear in the attendee list (if visible). You’ll receive updates in the community and/or by email. For online events, a ‘Join’ button will appear shortly before the start. Tips for a Great ExperienceDefine 1–2 learning

Stay connected to the community—wherever you are. The mobile version gives you instant access to knowledge and collaboration, no matter your location. Use in Your BrowserOpen the community URL in Safari, Chrome, Firefox, or Edge. The interface automatically adapts to your screen, so you can search, post, reply, and view notifications. Add as an App to Your Home ScreeniPhone (Safari):Open the community in Safari. Tap the Share icon (square with an upward arrow). Select Add to Home Screen. Optionally rename (e.g., “TOPdesk Community”) and tap Add. The community now appears as an app icon among your apps.Android (Chrome):Open the community in Chrome. Tap ⋮ in the

An open community only works when we handle information—and each other—with care. Do’sAnonymize screenshots (remove names, email addresses, ticket numbers). Share only information you have permission to share. Use private messages for sensitive details.Don’tsNo personal data, contract details, or confidential systems. No files containing sensitive data—check before uploading. No links to internal environments. Security ReportsFound a potential vulnerability? Do not post details publicly. Contact the community team—we’ll guide you to the right process. Incidents & ReportingSee inappropriate or risky content? Use ‘Report’. Moderators act quickly (see How to report inappropriate content).

Community Manager: Drives daily engagement, sets structure and tone of voice, manages reports and events. Moderators: Enforce community rules, move or merge topics, ensure questions don’t go unanswered. Ambassadors/Champions: Active members who contribute regularly; often enjoy privileges or early access. Product & Support Experts: Answer technical questions, link to documentation, and connect with product teams. When to Contact Whom?Content-related: Post in the right category (experts monitor these). Structure issues: Tag a moderator or community manager. Community feedback: Reach out to the community manager. TransparencyStaff and moderators are identifiable by role badges or titles. Unsure? Ask openly in the thread—we’re happy to help!

Badges highlight who actively contributes. They help new members identify experts and motivate everyone to share knowledge. How to Earn BadgesProvide helpful answers that get accepted. Write clear, well-structured posts. Engage others: ask questions, summarize discussions, share resources. Be consistent—better a little every week than a big burst once. Reputation & VisibilityMore badges = more visibility in community listings. Build a network that tags you for relevant topics. Tips for SuccessSpecialize in 1–2 themes—become the go-to person. Join ambassador programs or user groups. Use a recognizable profile photo and a clear bio.

Smart notifications keep you engaged—without overwhelming you. How to Set UpGo to Profile → Settings → Notifications. Choose for each event: email, in-app, or off. Recommended ProfilesStarter:@Mentions: ON Replies to your posts: ON Weekly summary: ON New topics: only in 1–2 key categoriesPower User:@Mentions: ON Replies to your posts and followed topics: ON New topics: ON in key categories Email for events: ONFocus Mode:Everything in-app Weekly summary by email Smart Email ManagementCreate folder rules or labels (e.g., “Community”) to keep your inbox tidy. Enable push for @mentions; disable f

Choosing the right post type increases your chances of getting the result you want—and keeps the community organized. Question (Q&A)Goal: One clear answer or solution. Feature: A “best answer” can be marked. Use for: Error messages, settings, how-to questions.Conversation (Discussion)Goal: Exchange ideas, compare approaches, brainstorm. Feature: Multiple valid perspectives, no single “best answer.” Use for: Comparing workflows, exploring roadmap wishes, sharing experiences.

A good reply helps the original poster—and everyone searching for the same answer later.How to Add ValueUnderstand the question: Summarize it in one sentence to avoid misunderstandings. Be specific: Share steps, settings, or a mini how-to. Explain the “why”: Helps others learn and reduces trial-and-error. Link to sources: Documentation, release notes, or related topics. Keep it friendly: Assume good intentions; ask clarifying questions if needed.Keep the Discussion Flowing@Mention colleagues or experts with relevant experience. Ask deeper questions (e.g., “What’s your role in TOPdesk?”). Build on others’ input: Confirm working steps and add variations.Wrap It UpWhen the original poster confirms a solution or marks an answer, add a short summary for future readers.

A strong post gets faster, better responses. It helps others understand what you’re asking—and why.Checklist for a Powerful PostCatchy, specific title: Short and clear (e.g., “SLA Escalation: Ticket stays in queue after 15 min”). Context: Include environment, version, role, and goal. What do you want to achieve—and why? What you’ve tried: Steps, settings, scripts, documentation. Evidence: Anonymized screenshots, error messages, log snippets. Clear question: “Which setting am I missing?” / “What’s a better workflow for…?” Tags: Add 3–5 relevant tags (e.g., SLA, workflow, API). Structure: Use line breaks and bullet points—make it easy to scan.Do’s & Don’ts✅ Do: Focus on one topic per post; thank those who help; mark the solution.❌ Don’t: Share screenshots with personal data; post vague comp