TOPdesk introduces TOPdesk Robin

TOPdesk Robin, a new AI teammate, is built on the processes and knowledge service desk teams already have

Delft, 17 September 2026. TOPdesk today announced TOPdesk Robin, the AI teammate joining service desk teams. It was unveiled at TOPdesk Unlocked, the company's flagship event, on 16 September in Utrecht, and becomes available to customers from October 2026.

TOPdesk Robin doesn't take over. It picks up the searching, the summarizing, the first draft, so people spend their time on the part of the job that needs them.

TOPdesk Robin supports both sides of the service desk. For end users, it's a single conversation in the self-service portal that gets them an answer or the right form. For operators, it's a trusted teammate beside every ticket that summarizes, suggests and drafts a reply, while the operator stays in control and makes the final call.

Know where you stand before you switch on AI

A new AI readiness dashboard, available to all TOPdesk customers, answers the question most teams get asked before they're actually ready to answer it: are we ready for AI? Instead of guessing, organizations get a clear picture of where their knowledge base stands today, what that means for which AI capabilities will actually work for them, and what to do next to get further.

For teams that want hands-on help closing that gap, TOPdesk's Get Ready for AI service turns the dashboard's findings into a great foundation.

Reliable AI with control over data and processes

Alongside TOPdesk Robin, the company is introducing new capabilities to help organizations implement AI in their service processes step by step. MCP integration enables TOPdesk to securely connect to the AI tools that teams are already using, such as Microsoft Copilot.

The use of AI within service organizations also raises new questions about reliability, data usage and control. TOPdesk's AI, including TOPdesk Robin, has therefore been developed on the principle that organizations retain control over their own data and processes. By default, customer data remains within the customer's region and is not used to train external AI models. Furthermore, AI suggestions remain transparent, so that staff can assess them before any action is taken.

"The winners with AI won't be the fastest to switch it on, they'll be the ones whose foundation is ready for it. Our customers have years of tickets, processes and knowledge. We help them turn these into foundation. TOPdesk Robin is what that work pays off as" said Wolter Smit, Co-Founder & CEO of TOPdesk.