Meet TOPdesk Robin, our new AI teammate

Still searching, sorting, and digging through tickets? There’s a better way. This product launch is all about removing what distracts from the work that needs you. So much so, that we’re introducing a whole new way of working – and a completely new teammate. Here’s what’s coming to you this October.

TOPdesk Robin takes on the busywork

Excellent customers, it’s time to order your ‘welcome to the team’ cakes: TOPdesk Robin has just started work. This new TOPdesk-native AI teammate is here to help your team and your end users. TOPdesk Robin is an eager equal with an eye for detail. And, perhaps more importantly, it knows your knowledge base inside out. No onboarding learning curve here.

An extra pair of hands for every ticket

TOPdesk Robin sits inside your incident card, fully up to speed with what's in front of you. And it can't wait to help your operators summarize a long thread, suggest an answer, or turn the fix into a knowledge item. Find yourself stuck? Just ask for help and sit back as TOPdesk Robin whizzes through your knowledge base or knocks your reply into shape.

Serving answers without the detective work

TOPdesk Robin is keen to help end users, too. All they have to do is ask TOPdesk Robin a question in plain language, without so much as having to search the portal. Issue unclear? TOPdesk Robin asks clarifying questions until it can confidently present the right solution. End users feel heard and are supported instantly, you prevent a host of calls and tickets. Everyone’s winning.

TOPdesk Robin is in it for the long haul. As your AI matures over time, TOPdesk Robin grows with you. So, let TOPdesk Robin take on the busywork and spend your time where it counts.

MCP: bring TOPdesk into the AI tools you already use

When it comes to AI, you may already be asking Copilot, Claude, or ChatGPT for help. Thanks to our new MCP functionality, Excellent users can now securely connect these AI tools to TOPdesk. Total ease of safe integration without building connections, switching tools, or relying on dodgy workarounds.

Measure your AI readiness with a brand-new dashboard

Most teams get an AI mandate before they know if they're ready for AI. TOPdesk’s new AI Readiness dashboard, available to all of our customers, can actually show you if you are. The dashboard paints a clear picture of where your knowledge base stands today, which AI capabilities will work for you, and what your best next steps look like.

You’re no longer guessing where to start with AI. You’ll know exactly which gaps to close first to make sure your time and efforts pay off.

But wait, there’s more

• Removing distractions from delivering great service starts with what happens on your screen. That’s why this launch also includes a refreshed user interface. The updated interface has the same trusted functionality and layout. Just with a modern, intuitive look and intentional colour use that draws the eye to what needs your attention.
• We’ve also updated AI Categorization for our Engaged customers. It now includes an even more accurate ticket category suggestion, uniquely built on how a team has handled similar tickets before.
• Our Excellent customers get back even more time with AI Triage. They no longer need to manually sort tickets (or watch them bounce between teams if they get it wrong). AI Triage suggests the category, priority, and operator group the moment you open the ticket. Apply all suggestions in one click, change anything that doesn't fit, and hit save. You get back to solving in 30 seconds flat. And as every ‘accept’ or ‘override’ feeds the history it learns from in real-time, suggestions only get better the more your team uses AI Triage. Some things really do get better over time.

Quite the product launch indeed. And these developments and the arrival of TOPdesk Robin mark the start of a new era of AI for TOPdesk. We believe this launch will permanently change the way you interact with TOPdesk. And as always, you set the pace.

Here to help you adopt AI your way

Every service team feels the pull toward AI – but we know most have already been let down by it, too. A knowledge base that wasn't ready. A tool that promised too much. A worry that data travels somewhere it shouldn't. We make sure that’s different in TOPdesk. How? By building AI into the tools you already use, made available only if it matches where you are today.

And, as with everything we release, you decide when you switch it on. You stay in control the whole way through. It’s the only way you can use AI safely, at your pace, with the support of a team that's done this before.

Want to know more? Check out our in-depth launch post on the TOPdesk community page or sign up for our What's New & Roadmap webinar on October 20. We can’t wait to show you what else we have in store.