AI-assisted service management

AI does the busywork. Your team helps people.

With AI behind them, operators get the full picture on any ticket fast. Your team’s knowledge at their fingertips. And the words to help anyone, in any language. 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 in minutes, use it everywhere

Solved something tricky? AI drafts a quality knowledge item in seconds, so even Dave who hates documenting things can contribute. Then AI puts that knowledge to work: operators send your team’s best answer in a ready-made reply, while users searching the portal self-solve before they ever contact your team.

Write like a pro, in any language

Not everyone’s a great writer. And not everyone speaks French. AI polishes your rough draft in seconds, improves grammar, spelling, and tone, and translates tickets in one click. Now Brian sounds professional without agonizing over every sentence – and can help anyone, no matter the language.

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

 

Ready to see how it works?

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AI you can trust from day one

Too many teams get stuck in expensive AI rollouts that overpromise, then underdeliver. That’s why TOPdesk helps you adopt AI with confidence: practical features, expert guidance, and AI that’s always under your control.

  1. Built into TOPdesk: just turn it on when you’re ready.
  2. We help you prepare your data, KIs and workflows.
  3. Data stays in your region by default — no external model training.
  4. AI you can budget for: transparent, predictable pricing — no surprises.
  5. Guardrails that protect you: AI suggests, you approve.
  6. Start small with features that make your life easier today.

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 & INCIDENT MANAGEMENT

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

AI Search

SELF-SERVICE

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

AI Translation

INCIDENT MANAGEMENT COMING SOON

Read any ticket in your own language in one click.

AI Answer Assistant

INCIDENT MANAGEMENT

Suggests answers when solving tickets. A ready-to-use draft, pulled from your knowledge base.

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 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 — complex problems, a sharp knowledge base, the calls only they can make. 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 external 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. Our AI features are EU AI Act compliant by design, and held to the same security and compliance standards as the rest of TOPdesk.

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, AI Writing Assistant, AI Translation and AI Answer Assistant are part of the Excellent plan. All part of your subscription fee, 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.