AI-assisted service management

AI does the busywork. Your team helps people.

Pick up tickets, document knowledge, and polish your writing — instantly. Your team focuses on the work that matters, AI handles the admin. Built into TOPdesk, ready to use, and in your control.

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10 million+ users get things done with TOPdesk

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Pick up any ticket, without guesswork

Tickets reach the right team, correctly categorized and prioritized — so Heather no longer has to scroll through 23 categories first. Picking up a complex ticket? AI summarizes it for you, so you’re up to speed immediately. Less manual work = more time for solving.

Grow your knowledge base in minutes, not hours

Solved something tricky? Don’t let the solution disappear into your ticket history. AI drafts a high-quality knowledge item, you review and publish. Now even Dave, who hates writing knowledge items, can contribute.

Write like a pro, every single time

Not everyone’s a great writer. Let AI polish your rough notes in seconds. Grammar, spelling, tone: all taken care of. Now, Brian can stop agonizing over every sentence and rest easy: his writing is clear and professional.

Watch how London South Bank University...
  • Handles tickets faster with AI — even complex ones
  • Drafts knowledge items with AI that are 90-95% accurate
  • Raised concerns around AI and data privacy

 

Ready to see how it works?

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AI on your terms. Nothing more.

Too many teams get stuck in expensive AI rollouts that overexaggerate results, then underdeliver. That’s why TOPdesk helps you succeed with clear guidance, thorough preparation and personal support from day one.

  1. Built into TOPdesk: just turn it on when you’re ready.
  2. Start small with features that make your life easier today.
  3. A solid foundation, with support to help you prepare.
  4. Guardrails that protect you: AI suggests, you approve.
  5. Data stays secure in local data centres — no model training.
  6. Included in your TOPdesk plan, no usage-based pricing.

Our AI partner solutions

Bring chatbots, assistants and other AI solutions into TOPdesk with the integrations in the TOPdesk Marketplace. Like Ebbott, an AI assistant that answers customer queries 24/7 — even when your team is sleeping.

Microsoft Teams
Ebbot AI
Parloa (Voice AI)
Microsoft Copilot
Azure DevOps
Power BI
SharePoint
Zapier

TOPdesk’s AI features

AI Incident Categorization

INCIDENT MANAGEMENT

Suggests the right category and priority based on ticket content. No more manual sorting.

AI Incident Summarization 

INCIDENT MANAGEMENT

Summarizes the issue, solutions tried, and current status — so you can start solving.

AI Knowledge Item Generation

KNOWLEDGE BASE

Turns solved tickets into draft knowledge items in seconds. You review, you publish.

AI Writing Assistant

KNOWLEDGE BASE

Polishes rough notes into clear, professional writing. All without leaving TOPdesk.

AI Search

SELF-SERVICE COMING SOON

Helps users find the right knowledge items in their own words. No exact keywords needed.

AI Translation

KNOWLEDGE BASE COMING SOON

Translate knowledge items and communications in an instant.

See how AI fits your service desk

We’ll help you spot quick wins, figure out what to prepare, and draft a plan that fully matches your current situation. 

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Anglia Ruskin University...
  • Created an AI chatbot that sounds like a member of staff
  • Automated 75% of all incoming student chats with AI
  • Helps students get their questions answered quickly

 

Frequently asked questions about AI-assisted service management

How does AI-assisted service management differ from traditional approaches?

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.

Will AI replace my service team?

No. AI handles the repetitive work — categorizing, summarizing, drafting — so your team can focus on the work that actually needs their attention. That means solving complex problems, managing your service desk configuration, keeping your knowledge base sharp, and handling situations that need real human judgment. The role evolves. The people stay essential.

How do I get started?

AI features are built into TOPdesk. You can enable them in your AI settings. If you need help choosing where to start or getting your knowledge base or processes in shape first, our team can guide you through it.

How secure is my data?

TOPdesk stores your data in your region — EU customers’ data stays in the EU, US customers’ data stays in the US — for all customers, not just premium tiers. Your data is never used to train AI models. You always know exactly where your data goes, how it’s processed, and who can access it. The same security and compliance standards that apply to TOPdesk’s core platform apply to our AI features.

Can I control what AI does?

Completely. You configure which AI features are active in your environment. AI makes suggestions, your team reviews and approves before anything goes live. You can see exactly what AI generated and why.

Which TOPdesk plans include AI features?

AI Incident Categorization, AI Knowledge Item Generation, and AI Search are part of the Engaged plan. AI Incident Summarization and AI Writing Assistant are part of the Excellent plan. All included in your subscription fee, no token-based pricing, no usage-based surprises.

How quickly will I see results?

Most teams see improvements in ticket categorization within one to two weeks. Reduced handling times follow within three to four weeks. The biggest knowledge management gains build over one to three months as your knowledge base grows with each solved ticket.