Phase 2: All users have a person card - in progress
In this phase, every human TOPdesk user (operator and SSP user alike) is represented by at least a person card, with an optional link to an operator card. The goal of this phase is to allow managing linked operators and persons in one consistent way, to make sure the product works as intended, and to use the operator-person link to make user management easier.
Overview of changes
All unlinked operators will have a person card - implemented
By the end of this phase, every human user has their own person card. In the last phase, you already linked operator cards with their matching person card. Now the remaining operators without a linked person card get one too. This way, you can record and find every person in TOPdesk in one consistent way.
We now create a person card for every operator that doesn't have one linked yet, excluding API and TOPdesk accounts. These person cards have Self-Service Portal access and caller status switched off by default.
Usability improvements for managing linked cards
We plan to add the following conveniences when you are managing users via the person card:
Delete behaviour (implemented)
When you delete a person card with no open calls, the linked operator card is deleted as well.
Archiving and unarchiving behaviour (implemented)
Archiving a person or operator card automatically applies to the linked card as well, in the user interface, API, and imports. When unarchiving a person card in the interface, you can choose whether to also unarchive the linked operator. Read more in Archiving a person card and Archiving an operator card.
Anonymization behaviour (implemented)
We remove the separate anonymization settings for operators, which means merging the settings for person and operator anonymization. You can no longer anonymize an operator manually; anonymizing a person now also anonymizes the linked operator. Read more in Personal data protection.
note
If you anonymize operators (for example, in the context of GDPR), the location and setup also changes from the end of July 2026.
Operator licence overview changes - in progress
In the Operator licence overview, the last active date column also shows data from persons (implemented)
The date indicates when the user (operator or person) last logged in, whic can be either the SSP or the operator portal. This takes effect from August 2026 onwards; keep this in mind when managing your licenses.
The Active Operators Overview will reach end of life and be removed (coming soon)
The functionality will be replaced by the new operator licence overview.
Integrations - implemented
In our API, there are endpoints that serve both persons and operators, where some behave differently depending on who makes the call. As we move toward one unified user model, we're splitting this: the person (SSP) behaviour gets its own, alternative endpoints.
important
Update your integrations accordingly by the beginning of June 2026. For which endpoints are impacted, see KI 18843 on My TOPdesk.
Removal of the convert to API account functionality - implemented
From the end of July 2026, you can no longer convert an existing operator account into an API account. If you need an API account after that date, you have to create a new one.
What will happen to my operator accounts without a corresponding human user?
We know that there are use cases where linking an operator to a person is not so straightforward, for example in the case of suppliers, admin or consultant accounts. In phase 2, all unlinked operator accounts will get an automatically generated person card, which will contain the same login information from the operator cards, if this login information is not already used by another person card. These person cards generated by the system will not receive any extra permissions and therefore will have no rights to the SSP either. So you shouldn't worry about these affecting your usual workflows; nevertheless, linking them is a required step in the journey toward the One TOPdesk User project.
important
You don't need to link your API accounts.
Since October 2025, you can create new API accounts without a linked person, while you can no longer link API accounts. Operator accounts that have a check on the API account checkbox have automatically been converted to an API account.
Until the end of July 2026, you could manually convert an operator card into an API account card. We removed this temporary feature by now.
tip
Read more about our recommended best practices in KI 18571 on MyTOPdesk.