AI does the busywork. Your team helps people.

Yes. TOPdesk AI is built into the platform on select plans, not sold as a separate module or add-on. It handles the repetitive parts of service management, from suggesting a ticket’s category to drafting knowledge items, and TOPdesk Robin, TOPdesk’s AI teammate, answers questions in the portal and works alongside operators in the ticket.

AI Triage, AI Summarization, AI Knowledge Item Generation, AI Answer Assistant, AI Writing Assistant, AI Translation, AI Search, and TOPdesk Robin, TOPdesk’s AI teammate, in the portal and in the ticket.

TOPdesk Robin is TOPdesk’s AI teammate. It knows your TOPdesk inside out, from your knowledge base to the tickets you’re working on. In the Self-Service Portal it answers employees’ questions and writes up a request when it can’t help. In the ticket your operators can ask it anything, and it goes looking through your knowledge base for the answer. TOPdesk Robin comes with the Excellent plan.

Traditional service management relies on your team to manually categorize every ticket, write every knowledge item, and answer every recurring question. AI-assisted service management handles that repetitive work automatically. Your team still makes the decisions, AI just removes the busywork that gets in the way.

No. AI doesn’t replace your team, it makes every operator more capable. It takes the repetitive work off their plate, categorizing, summarizing, drafting, and gives them more to work with: your team’s best answer on any ticket, clearer writing, help in any language. So whoever picks up the ticket, new hires, experienced operators or non-native speakers, delivers the same great service, and your people stay focused on what needs real human judgment. The role evolves. The people stay essential.

Your data stays in your region by default, with no configuration and no extra cost. EU customers’ data stays in the EU, US customers’ data stays in the US, on every plan rather than a premium tier. Your data is never used to train external AI models. You always know where your data goes, how it’s processed and who can access it. The same security and compliance standards that apply to the core platform apply to our AI features, and we’re actively aligning with the EU AI Act.

Yes. AI features are off by default and you decide which ones to switch on. Your team reviews and approves anything that goes out to a customer, and guardrails built into TOPdesk set the limits everywhere else. Everything AI produces is labelled, so you can always see what it made.

AI features are built into TOPdesk, so there’s nothing to buy separately. Switch them on in your AI settings when you’re ready.

AI works from your own knowledge and tickets, so the shape they’re in decides how good the answers are. Our Get Ready for AI service pairs you with one of our own consultants to structure your knowledge base and get it AI-ready. Knowledge Base Explorer keeps it that way: group articles in real folders, hide a whole folder from the portal in one go, and filter out archived items so AI only works from what’s current.

AI Search, AI Knowledge Item Generation and AI Categorization are part of the Engaged plan. AI Summarization, AI Writing Assistant, AI Translation, AI Answer Assistant, full AI Triage and Robin are part of the Excellent plan. All included in your subscription, and you know what AI costs at each stage of adoption, so you can plan the budget alongside the rollout.