{"id":43869,"date":"2025-05-26T10:30:04","date_gmt":"2025-05-26T09:30:04","guid":{"rendered":"https:\/\/www.topdesk.com\/en\/?p=43869"},"modified":"2026-01-28T09:24:58","modified_gmt":"2026-01-28T09:24:58","slug":"whats-new-may-2025","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/en\/blog\/whats-new-may-2025\/","title":{"rendered":"What&#8217;s New in TOPdesk: our May 2025 updates"},"content":{"rendered":"<p>This month, we released the new version of the Incident card for the Self-Service Portal, further improvements to the Task Board preview, a new product feedback platform, and more.<\/p>\n<h2>Self-Service Portal: The new Incident card<\/h2>\n<p><div style=\"padding:56.25% 0 0 0;position:relative;margin-bottom:90px;\">\n                    <iframe src=\"https:\/\/player.vimeo.com\/video\/1084600802?autoplay=1&amp;autopause=1&amp;byline=0&amp;loop=1&amp;muted=1&amp;portrait=0&amp;speed=1&amp;title=0?badge=0&amp;autopause=0&amp;player_id=0&amp;app_id=58479\" frameborder=\"0\" allow=\"autoplay; fullscreen; picture-in-picture; clipboard-write\" style=\"position:absolute;top:0;left:0;width:100%;height:100%;\" title=\"TOPdesk Video\"><\/iframe>\n                <\/div>\n                <script src=\"https:\/\/player.vimeo.com\/api\/player.js\"><\/script><br \/>\nIn <a href=\"https:\/\/www.topdesk.com\/en\/blog\/whats-new-february-2025\/#other-updates\">our February blog<\/a>, we shared a sneak peek of the modernized Incident card on the Self-Service Portal (SSP) with you. We\u2019re happy to share that we now have released it to all customers.<\/p>\n<h3>New rich text editor<\/h3>\n<p>The most important update in this new SSP Incident card is the new rich text editor. Your end users now have more tools at their disposal to get their message across, reducing the risk of miscommunication with your IT team. In addition, the replies in the incident are now more chat-styled, making lengthy conversations easier to navigate.<br \/>\n<a href=\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/SSP-INC-rich-text.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-44457\" src=\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/SSP-INC-rich-text.png\" alt=\"Clicking the 'add URL' button in the new SSP incident card\" width=\"1722\" height=\"896\" srcset=\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/SSP-INC-rich-text.png 1722w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/SSP-INC-rich-text-300x156.png 300w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/SSP-INC-rich-text-1024x533.png 1024w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/SSP-INC-rich-text-768x400.png 768w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/SSP-INC-rich-text-1536x799.png 1536w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/SSP-INC-rich-text-96x50.png 96w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/SSP-INC-rich-text-400x208.png 400w\" sizes=\"auto, (max-width: 1722px) 100vw, 1722px\" \/><\/a><br \/>\nCurrently, images that are pasted into the incident are linked as an attachment. Soon, we release copying and pasting inline images in incidents. See <a href=\"https:\/\/portal.productboard.com\/topdesk\/1-topdesk-tip-public-roadmap\/c\/32-inline-images-in-ssp-incident-card\">our public roadmap item about inline images<\/a> to get the latest updates.<\/p>\n<h3>Let your end users give us feedback<\/h3>\n<p>We\u2019d love to hear how end users experience the new card. What can we change to further improve their user experience? By default, we\u2019ve enabled a feedback form for them on the SSP Incident card. In case you want to turn this off, go to &#8216;Module Settings &gt; Self-Service Portal &gt; General &gt; Functionality &gt; Allow persons to provide feedback to TOPdesk\u2019 and untick the setting.<\/p>\n<h2>Imports: important changes in permissions structure (action required)<\/h2>\n<p>Imports help you to get essential information about your organization into TOPdesk. But who in your organization should have the permissions to create and start these imports?<\/p>\n<p>We\u2019ve made important changes to the permissions structure in the Supporting Files and Asset Management imports block of <a href=\"https:\/\/docs.topdesk.com\/en\/working-with-authorizations-and-permission-groups.html\">permission groups<\/a>. Before, you had two permissions available: one for configuring imports, and one for executing imports. Depending on your permissions in Supporting Files and Asset Management, these permissions would allow operators to configure and run imports of this type.<\/p>\n<p><a href=\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/import-permissions-changed.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-44823\" src=\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/import-permissions-changed.png\" alt=\"Old import permissions and the new import permissions\" width=\"1225\" height=\"418\" srcset=\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/import-permissions-changed.png 1225w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/import-permissions-changed-300x102.png 300w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/import-permissions-changed-1024x349.png 1024w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/import-permissions-changed-768x262.png 768w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/import-permissions-changed-100x34.png 100w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/import-permissions-changed-400x136.png 400w\" sizes=\"auto, (max-width: 1225px) 100vw, 1225px\" \/><\/a><\/p>\n<p>In the new setup, you will see (per module):<\/p>\n<ul>\n<li><strong>A permission for only executing imports<\/strong>, for card types for which you have read, write, create and archive permissions.\n<ul>\n<li>This permission\u00a0is automatically given to everyone who had the former \u2018Execute imports\u2019 permission.<\/li>\n<\/ul>\n<\/li>\n<li><strong>A permission for both configuring and executing imports<\/strong>, for card types for which you have read, write, create and archive permissions.\n<ul>\n<li>For Asset Management imports, this permission is not automatically distributed to anyone.<\/li>\n<li>For Supporting Files imports, this permission is only automatically given to operators who have:\n<ul>\n<li>The \u2018Configure imports\u2019 permission, and<\/li>\n<li>Read, write and create permissions on persons, person groups, operators, operator groups, branches, locations and Supporting Files settings.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>The permission for uploading source files remains unchanged.<\/p>\n<p>On our documentation portal, we published more details about <a href=\"https:\/\/docs.topdesk.com\/en\/assigning-permissions-for-the-asset-management-import.html\">assigning permissions for Asset Management imports<\/a> and <a href=\"https:\/\/docs.topdesk.com\/en\/assigning-permissions-for-the-supporting-files-import.html\">assigning permissions for Supporting Files imports<\/a>.<\/p>\n<h3>Call to action: check your permission groups<\/h3>\n<p>We advise to take the following actions:<\/p>\n<ul>\n<li>Assign the \u2018Configure and execute Asset Management imports\u2019 permission manually to operators who should be able to configure Asset Management imports for any asset type.<\/li>\n<li>Check which operators should be able to configure (and execute) Supporting Files imports but don\u2019t have permission to all Supporting Files card types. Assign the \u2018Configure and execute Supporting Files imports\u2019 permission manually to these operators.<\/li>\n<\/ul>\n<h3>Build your own unique key<\/h3>\n<p>For some imports, a unique key that\u2019s based on one field is not sufficient. For example, what if room name 1.01 exists in multiple branches within your organisation? With just one field as unique key, the import might not work properly. But a combination of two fields would help prevent that.<br \/>\n<a href=\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/IMP-uniquekey.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-44466\" src=\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/IMP-uniquekey.png\" alt=\"Use a composite unique key in step 4 of the import wizard.\" width=\"886\" height=\"443\" srcset=\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/IMP-uniquekey.png 886w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/IMP-uniquekey-300x150.png 300w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/IMP-uniquekey-768x384.png 768w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/IMP-uniquekey-100x50.png 100w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/IMP-uniquekey-400x200.png 400w\" sizes=\"auto, (max-width: 886px) 100vw, 886px\" \/><\/a><br \/>\nWhen picking the unique key for your imports, you\u2019re now able to create a composite unique key. In step 4 of your imports, first pick your primary key field. In our example, this could be the name of your room. Then, tick Use a composite unique key. Finally, pick your secondary key field, which could be the name of your branch. And you\u2019re all set! TOPdesk will now match your source values with TOPdesk cards based on these two fields.<br \/>\nFor more information about the whole import configuration process, see <a href=\"https:\/\/docs.topdesk.com\/en\/creating-a-new-import-289782.html\">\u2018Creating a new import\u2019 on our documentation portal<\/a>.<\/p>\n<h2>Task Board: Updated previews for your tasks<\/h2>\n<p><a href=\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/task-board-preview-tabs-3.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-44721 size-full\" src=\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/task-board-preview-tabs-3.png\" alt=\"The new Task Board, with the Conversation tab opened in the preview panel for the selected task.\" width=\"1041\" height=\"659\" srcset=\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/task-board-preview-tabs-3.png 1041w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/task-board-preview-tabs-3-300x190.png 300w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/task-board-preview-tabs-3-1024x648.png 1024w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/task-board-preview-tabs-3-768x486.png 768w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/task-board-preview-tabs-3-79x50.png 79w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/task-board-preview-tabs-3-332x210.png 332w\" sizes=\"auto, (max-width: 1041px) 100vw, 1041px\" \/><\/a><br \/>\nIn the renewed Task Board, we\u2019ve updated the preview panel of your tasks. Especially when a task takes more time and the conversation between you and the end user becomes longer, there is a lot of information to dive into. So, the details and conversation in a task are now placed on separate tabs within the preview bar, making it easier to navigate through all the relevant information.<\/p>\n<h2>A new product feedback process<\/h2>\n<p>At TOPdesk, we place great value on the input we get from our customers. With <a href=\"https:\/\/tip.topdesk.com\/\">our TOPdesk Innovation Platform<\/a>, also known as TIP, we collect your ideas about TOPdesk and communicate about these ideas with our customers.<\/p>\n<p>Because our supplier ended support on the platform we used, we migrated TIP to a new platform on May 15. A good opportunity for us to reevaluate our process and make it fit better with our way of working.<\/p>\n<p><a href=\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/tip.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-44493\" src=\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/tip.png\" alt=\"New version of TOPdesk Innovation Platform TIP, with added roadmap.\" width=\"1313\" height=\"745\" srcset=\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/tip.png 1313w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/tip-300x170.png 300w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/tip-1024x581.png 1024w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/tip-768x436.png 768w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/tip-88x50.png 88w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/tip-370x210.png 370w\" sizes=\"auto, (max-width: 1313px) 100vw, 1313px\" \/><\/a><\/p>\n<p>While the URL and the purpose of the platform stay the same, you\u2019ll also see some differences. For example, our public roadmap is now featured on TIP. But also the way you submit your feedback has changed.<\/p>\n<p>For a more complete overview of the changes to TIP and what this means for you, see <a href=\"https:\/\/my.topdesk.com\/tas\/public\/ssp\/content\/detail\/knowledgeitem?unid=438794a3-e252-4bcf-82b3-812a6f6280d3\">knowledge item KI 18360 on My TOPdesk<\/a>.<\/p>\n<h2>Other updates<\/h2>\n<ul>\n<li>When linking multiple assets to any card you\u2019re working on, TOPdesk will now remember all assets you had already selected when you enter a new search query.<\/li>\n<li>In the new sidebar of the asset overview, the filter for which asset types to display is now part of the sidebar. Before, it was opened in a popup menu.<\/li>\n<li>One for the technicians! We added a method to decode base64-encoded strings to plain text in Automated Actions. Find out more about this method, plus other ways of using FreeMarker syntax in Automated Actions, in <a href=\"https:\/\/docs.topdesk.com\/en\/freemarker.html\">the FreeMarker section on our documentation portal<\/a>.<\/li>\n<li>The list of knowledge item suggestions shown in the suggestions widget now contains up to 30 items instead of 10.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>This month, we released the new version of the Incident card for the Self-Service Portal, further improvements to the Task Board preview, a new product feedback platform, and more. Self-Service Portal: The new Incident card In our February blog, we shared a sneak peek of the modernized Incident card on the Self-Service Portal (SSP) with<\/p>\n","protected":false},"author":235,"featured_media":44463,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-43869","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":31473,"blog_hubspot_cta_link":{"title":"Discover our roadmap","url":"https:\/\/tip.topdesk.com\/tabs\/2-now","target":"_blank"},"toc_display":"compact","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>What&#039;s New in May 2025 | TOPdesk<\/title>\n<meta name=\"description\" content=\"Discover all that&#039;s new in TOPdesk: the new SSP Incident card, updated preview for the Task Board, and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.topdesk.com\/en\/blog\/whats-new-may-2025\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What&#039;s New in TOPdesk: our May 2025 updates | Better support, happy customers | TOPdesk\" \/>\n<meta property=\"og:description\" content=\"Discover all that&#039;s new in TOPdesk: the new SSP Incident card, updated preview for the Task Board, and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.topdesk.com\/en\/blog\/whats-new-may-2025\/\" \/>\n<meta property=\"og:site_name\" content=\"T1 TOPdesk - EN\" \/>\n<meta property=\"article:publisher\" 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