AI features
TOPdesk AI features
TOPdesk currently offers AI features embedded within the SaaS platform.
Can't see the newly released features yet?
We roll out new features in TOPdesk in phases. This means that new features will appear in your TOPdesk environment within five weeks after release.
On your settings page, you can find an overview of all the AI features currently available in your environment.
Availability
Package | AI feature |
|---|---|
Essential | - |
Engaged | |
Excellent | Along with all AI features included in the Engaged package. |
Early access period
We introduced an early access period which ended 31st March 2026. During this period, the first three AI features (AI knowledge item generation, AI incident categorization and AI incident summarization) were available to all SaaS customers at no additional cost. With this period ending, you can now only access the AI features included in your respective pricing package.
Activating AI features
important
Any application manager who has write permission to the settings page can activate AI features.
By default, all AI features are disabled. Once you enable an AI feature in your environment, it becomes available to all operators without restriction.
To activate any AI feature, navigate to Functional Settings >
AI Settings.This is the settings page, where you can enable all AI features for your organization.
Turn on the toggle for the AI feature of your choice.
Save your settings.
You have enabled the feature. It's ready to use.
What can you do about mistakes in the AI generated content?
You can report errors and bugs to us via My TOPdesk.
We maintain post-market monitoring procedures to investigate and address incidents in accordance with the AI Act.
important
We recommend reading our AI policy, which you can access directly from the AI settings page. It includes all relevant legal and security information.