Incident Management

Handle tickets without the hassle

Pull emails, calls and requests into TOPdesk. See conversation history, solutions, and team notes in one overview, so you can get straight to work instead of hunting for information.

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10 million+ users get things done with TOPdesk

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Full conversation history in one timeline

No more tab-hopping or digging through emails to figure out what happened. See customer messages, colleague notes, and progress updates in one view.

  • Keep your team discussions private
  • Easy handover when colleagues are away

Solve tickets crazy fast

Hit your SLAs without breaking a sweat and spend time on problems that actually need your brain.

Let AI suggest categories and priorities

Fill in basic info and get smart category suggestions. No more wasting time figuring out which team should handle what — AI automatically sets priority, urgency, and assignment based on ticket content.

Fix repeat issues quickly with standard solutions

Customer calls about toner replacement? Apply the standard solution, all fields auto-populate, and you're done in 2.3 seconds flat. Don't blink or you'll miss it.

Get knowledge suggestions while you work

Start typing "printer error" and relevant solutions pop up instantly. Your team's previous fixes appear right when you need them.

Ready to handle tickets without the hassle?

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The proof is in the pudding

2
days saved per incident
Van Neynsel Hospital
"If an incident lands in the wrong team's queue, operators can swiftly reroute it to the appropriate destination."
Doug Vallot
Clear Creek Independent School District
4.7/5
customer satisfaction score
London School of Hygiene
"We field 3,000 calls a month. Saving 10-15 seconds per call by not needing to open a ticket manually is a big benefit."
Patrick Delaney
Seneca Gaming Corporation
6
days to go live
District School Board of Niagara
600
incidents routed automatically
Seneca Gaming Corporation

See what your team is working on

A real-time dashboard shows team workload, incident types, and what needs attention. No more asking who has time to pick up a critical issue. Simply open the dashboard and see who’s swamped.

Integrations for IT teams

Microsoft Exchange

Synchronize calendar and email workflows with TOPdesk.

Jira

Synchronize issues and development tasks with TOPdesk.

Microsoft Copilot

Summarize, classify, and translate data across workflows.

Microsoft Teams

Create and manage incidents directly in Teams.

TeamViewer

Launch remote support sessions from incidents.

Emails become tickets, already sorted

Import emails from any inbox into your queue, and have them automatically categorized and assigned. No more "where did that urgent request go?" moments or manual inbox chaos.

Move between features with one click

Another incident for that buggy laptop? Turn your incident into a change request and transfer all context instantly. Zero retyping, zero lost information.

Turn your solution into a knowledge item

Solved something tricky? Make it searchable forever with one click. Next time you receive a similar incident, you and your team can solve it in seconds.

"Our service desk helps end users much more quickly. It's great to have everything in one clear overview: how many calls are coming in, who is handling which call, and the status."
Derek Galipeau
District School Board of Niagara

Ready to handle tickets without the hassle?

Thousands of IT teams trust TOPdesk to organize their incident management

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