INTEGRATIONSTOPDESK + CHATGPTConnect ChatGPT to TOPdesk
Which tickets have been sitting untouched for three days, and has this problem been solved before? A service desk gets a lot out of an assistant that looks this up in its own tickets and knowledge base. Here's which route TOPdesk offers itself, what you build yourself and what to watch out for.
ISO 9001 & 27001
- Stalled tickets goes to ChatGPT
- Knowledge items for a question goes to ChatGPT
- Summarise ticket history goes to ChatGPT
- Reply or action on an incident comes from ChatGPT
- Suggested knowledge item comes from ChatGPT
Built for clients including Tata Steel, M&G Investments, Digistore24, Toppers in Concert, Bar-le-Duc and Loogman
Service desks deal with a lot of text: incidents, actions, solutions and knowledge items. An assistant that searches through them saves operators reading long ticket histories and helps them find solutions that worked before.
Until now, some teams built a connection themselves, without a supported route and often with shared keys. In September 2026, TOPdesk announced its own MCP, available from October 2026 on the Excellent plan. It gives AI tools such as ChatGPT read-only access to tickets and the knowledge base, limited to your own environment.
For each item: which direction it goes, when, and why. This is the starting point; in the first conversation we fit it to your situation.
- 01Stalled ticketsTOPdesk → ChatGPTAt the service desk's start of day
Which incidents haven't been touched for days, and who are they with? ChatGPT makes a list with ticket numbers, so you can open them straight away in TOPdesk.
- 02Knowledge items for a questionTOPdesk → ChatGPTWhile handling an incident
ChatGPT searches the knowledge base for an earlier solution and names the knowledge item it comes from.
- 03Summarise ticket historyTOPdesk → ChatGPTOn handover or escalation
Boiling a long string of actions down to three questions: what's the problem, what's been tried, what's the status?
- 04Reply or action on an incidentChatGPT → TOPdeskAfter an operator has checked it
Putting a draft reply or action note back into TOPdesk. TOPdesk's MCP is read-only, so this needs your own integration on the TOPdesk API.
- 05Suggested knowledge itemChatGPT → TOPdeskWhen a solution is needed more often
A knowledge item based on a resolved incident. That also requires your own integration, or you use the AI in TOPdesk itself.
Not always. If an existing integration for TOPdesk and ChatGPT does exactly what you need, we'll tell you.
From October 2026, the connection details for the TOPdesk MCP are in your own TOPdesk environment if you're on the Excellent plan; TOPdesk publishes the instructions on its documentation portal. For ChatGPT, the usual route is a custom MCP app: a Business, Enterprise or Edu admin sets it up in developer mode and publishes it to the workspace.
TOPdesk also has AI built into the product. TOPdesk Robin summarises long tickets, suggests a reply and turns a solution into a knowledge item, also from October on Excellent. If that's mainly what you want, you may not need ChatGPT for it.
- ChatGPT also needs to write: create incidents, add actions or change a status.
- You're not on the Excellent plan, or you don't want to wait for TOPdesk's MCP.
- You want to combine TOPdesk with other sources, such as your asset management or HR system.
- You want an assistant for end users in your own portal, with your own rules on what it may answer.
AI reads, sorts and prepares a suggestion. Where it matters, a person decides.
The operator holds the pen
Let ChatGPT search and summarise, and let the operator send the reply. That keeps contact with the person who reported the issue at the service desk, and you quickly spot a suggestion that's wrong.
End users and the AI Act
If your staff or customers talk to an assistant themselves, they must know they're dealing with AI. Those transparency rules from the AI Act have applied since August 2026.
Personal data in tickets
Incidents contain names, contact details and sometimes sensitive information, for example in HR or facilities requests. Decide which incidents the assistant may see and sign a data processing agreement with OpenAI.
One API account with too many permissions
A custom integration on the TOPdesk API often runs on an operator or API account with an application token. Give that account only the permissions it needs, or use OAuth 2.0, which TOPdesk now supports with short-lived tokens.
Logging
TOPdesk is working on audit logging for activity through the MCP server, but it's still on the roadmap. Until then, record in your own integration which questions and actions have taken place.
Made-up solutions
If ChatGPT can't find a matching knowledge item, it may still give a plausible answer. Always ask for the knowledge item or ticket number the answer is based on.
What goes where
Which data moves, in which direction, and which system wins when two values differ. That is written down before anything gets built. For this integration, that means: Stalled tickets, Knowledge items for a question, Summarise ticket history, Reply or action on an incident, Suggested knowledge item.
Fields and rules
For every field, how it translates between the systems: statuses, VAT codes, general ledger accounts, item numbers. And what happens with a duplicate or a missing value. For this integration, that means: Personal data in tickets, One API account with too many permissions, Logging, Made-up solutions.
Testing with real cases
In a sandbox or test administration, with the exceptions you actually run into: credit notes, partial deliveries, changed customer details.
Live, with logging and monitoring
Every sync is logged, and when something fails, someone gets an alert. If a vendor changes its API, we update the integration.
No account manager. You talk to someone who builds integrations themselves, and who will tell you when a standard integration is enough.
- Office on the Duivendrechtsekade in Amsterdam
- ISO 9001 and ISO 27001, certified by Kiwa
- 500 projects delivered
- 4.8 from 127 reviews
Does TOPdesk have an integration with ChatGPT?
In September 2026, TOPdesk announced its own MCP, giving AI tools such as ChatGPT, Claude and Copilot read-only access to tickets and the knowledge base. It becomes available in October 2026 on the Excellent plan. TOPdesk will publish how to set it up on its documentation portal later.
Can ChatGPT create incidents in TOPdesk?
Not through TOPdesk's MCP, because it's read-only. For that, you build your own MCP server or application on the TOPdesk REST API, with a separate API account that has only the permissions it needs.
How is this different from TOPdesk Robin?
Robin lives inside TOPdesk: in the self-service portal for end users and in the incident for operators. You use ChatGPT outside TOPdesk, where you can combine TOPdesk with other connected sources. Robin comes with the Excellent plan; for ChatGPT you also need a ChatGPT subscription.
Which ChatGPT plan do I need?
For a custom MCP app your whole team uses, ChatGPT Business, Enterprise or Edu. There, an admin switches on developer mode and publishes the app to the workspace. On those plans, OpenAI also doesn't train on your data by default.
How do you keep a TOPdesk–ChatGPT integration GDPR-compliant?
With a data processing agreement with OpenAI, a clear purpose and access limited to what's necessary. Tickets often contain personal data, so decide up front which incidents the assistant may see. For sensitive incidents, a DPIA is sensible.
Related services
- Connect AFAS to TOPdeskConnect AFAS to TOPdesk: employees, departments and branches flow from AFAS into the service desk, and a new starter or leaver triggers a request.
- Connect TOPdesk to Microsoft 365Connect TOPdesk to Microsoft 365: persons come in from Entra ID, tickets from email and Teams, and an approved change carries out actions in Entra ID.
- Connect Exact Online to ChatGPTConnect Exact Online to ChatGPT: safe, read-only access to your books through your own MCP server, what ChatGPT can then do, and what the GDPR requires.
- Connect AFAS to ChatGPTConnect AFAS to ChatGPT: give an AI assistant safe access to AFAS through an MCP server with limited permissions, and keep salary and BSN data out of it.
- Connect ChatGPT to HubSpotConnect ChatGPT to HubSpot with HubSpot's own app: check deal status, prepare for calls and create tasks. What the integration can and can't do.
- Connect ChatGPT to Google WorkspaceConnect ChatGPT to Gmail, Google Calendar and Drive with the Google apps in ChatGPT. What ChatGPT can read and do, and what your Google admin has to approve.
Sources
The technical facts on this page come from the vendors' official documentation, checked on 19 September 2026. Vendors change their APIs and limits; when we build an integration, we always check the current state.
- TOPdesk Community: MCP, bring TOPdesk into the AI tools you already use
- TOPdesk Community: Meet TOPdesk Robin, your AI teammate
- TOPdesk Community: More secure integrations with OAuth 2.0
- TOPdesk roadmap: Audit logging for TOPdesk MCP Server
- TOPdesk API: tutorial
- OpenAI Help Center: Developer mode and MCP apps in ChatGPT
- OpenAI: Enterprise privacy at OpenAI
- European Commission: AI Act, regulatory framework for AI