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What's new in TOPdesk

The third TOPdesk Virtual Appliance release in 2026 is ready for you.

Announcements

Update for the SSP My Requests solution available

Download the updated version from KI 16870 on My TOPdesk.

End of life: We're removing customer solutions from VA 2026 R3

As of Virtual Appliance (VA) Release 3 2026, the following products reach End of Life (EoL) and are no longer available:

  • TOPdesk Booker: Was a standard VA service; no longer available;

  • Prepaid Services: Was an optional VA service; last built and published for VA 2026 Release 2;

  • Room Reservation Screen: Optional VA service; last released for VA 2025 Release 3; unavailable since January 2026;

Why we're doing this

Retiring these legacy products lets us clear away complexity and put our energy where it counts: sharpening the core TOPdesk experience and building the functionality that matters most to you. Fewer loose ends today means a faster, more focused TOPdesk tomorrow.

Phasing out old features

To support product modernization and focus on the most valuable functionality, we're going to phase out some features and modules in TOPdesk in the fourth and final VA release at the end of 2026.

For details on the affected features, please refer to KI 19238 TOPdesk feature deprecations - November 2026 on My TOPdesk

Technical changes

Milestone update required

reminder

You can only update to the 2026 Release 3 version of the VA, if you have installed the milestone version of 2026 Release 1. The update to the 2026 R1 is a required step. You must install that version before you can move on to later updates.

TOPdesk won't start unless the required milestone database migrations have been completed. This applies to both the topdesk-restart command and the (Re)Start TOPdesk button, helping to prevent data inconsistencies when skipping versions. Contact TOPdesk support for guidance on completing the required migrations.

MS SQL support

From 2026 Release 3, we no longer support MS SQL version 2016.

Read Server software for more information on the VA's compatibility with third party softwares.

HTTP client protocol update

We updated the list of TLS protocols TOPdesk supports when sending HTTP requests, such as those used in action sequences. We removed support for the deprecated TLS 1.0 and TLS 1.1 and added support for TLS 1.3.

This is now the default for new installations.

If you're on an existing installation and want to switch to TLS 1.3, update your topdesk.conf file:

Change wrapper.java.additional.3=-Djdk.tls.client.protocols=TLSv1,TLSv1.1,TLSv1.2 to wrapper.java.additional.3=-Djdk.tls.client.protocols=TLSv1.2,TLSv1.3.

New functionalities

New Self-Service Portal

A better, more accessible experience

We launched a brand-new Self-Service Portal with a fresh look and feel. Here's what's new:

  • Easier to use: The updated design makes it simple to find what you need.

  • Works everywhere: The portal works well on any device or screen size.

  • Dark mode: Switch to dark mode for comfortable viewing in low light.

  • More accessible: We improved accessibility features to make the portal easier to use for everyone.

  • Permanent quicklink to the approvals overview: As a manager, you can now navigate to the approvals overview at any time, even when you have no pending approvals.

  • Image detail view: Click on any inline image in a request's description or progress trail to view it full screen. The modal also includes a button to download the image.

  • New search results layout: The tabs on the search results page in the new Self-Service Portal are now displayed as buttons in your browser, while they appear as a drop-down menu on mobile devices.

  • Caller role for call sharing and search: Share calls with persons who have the caller role, which can be assigned on the person card. Similarly, person searches in the SSP only return persons with the caller role.

  • Share calls while filling out a form: Share calls with others directly while filling out a form in the new SSP.

Read more about Renewing the Self-Service Portal.

Unified Request UI

You can activate the Unified Request UI independently of the new SSP and continue using the classic SSP

When enabled, change requests in the classic SSP will adopt the new unified layout and behaviour, including the streamlined status display, updated due date logic, and improved manager view for approvals.

Read more about the The unified request experience.

TOPdesk for Microsoft Teams

The TOPdesk application for Microsoft Teams is now available in the Virtual Appliance. Create TOPdesk calls directly from your Microsoft Teams chats and channels. Find the app in the Apps section in Microsoft Teams.

  • Select the operator in whose name an incident is created. You can also choose the correct caller, for example yourself, the person you are chatting with, or the original caller in a group chat.

  • Choose an operator group to assign created incidents to.

  • Add Teams messages to an existing (open) TOPdesk call.

  • Use OAuth as an alternative to application tokens to authenticate the Microsoft Teams app.

Read more about the TOPdesk application for Microsoft Teams.

The road to One TOPdesk user

  • Person cards for operators: When updating to this version, TOPdesk creates a person card for every operator who doesn't yet have one linked, excluding API and TOPdesk accounts. Self-Service Portal access and caller status are switched off by default for these person cards.

  • API operator conversion removed: You can no longer convert an operator card into an API operator.

  • Person and operator anonymization merged: We merged the settings for person and operator anonymization. You can no longer anonymize an operator manually; anonymizing a person now also anonymizes the linked operator.

Supporting Files import

SCIM as import source

Connected applications

Create OAuth integration clients (Application and User-delegated integrations) directly in the Connected applications feature.

 

Read more about Connected applications.

Action Management

Rate limiting for connections

Configure connections in automated actions to limit the maximum number of requests per second or the maximum number of concurrent requests. This prevents your actions from overloading the APIs they call.

Read more about Connections.

Mail import

Mail import event triggers

Trigger regular events when a card is created or updated by the mail import. Before this, we only supported card date events. To avoid triggering more events than intended, enable event triggers per mail import after reviewing your event configuration.

See KI 19215 on My TOPdesk for detailed instructions. Read more about Importing email.

Bug fixes

There are no major bug fixes in this release.

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