INTEGRATIONSTOPDESK + CLAUDEConnect Claude to TOPdesk
Has this problem been solved before, and which tickets have been sitting untouched for days? Claude can work that out from your own tickets and knowledge base. TOPdesk announced its own MCP for this, from October 2026 on the Excellent plan. Here's how to connect it to Claude, and what to do without Excellent.
ISO 9001 & 27001
- Incident handover goes to Claude
- Earlier solutions goes to Claude
- Stalled tickets goes to Claude
- Putting a reply or action back comes from Claude
Built for clients including Tata Steel, M&G Investments, Digistore24, Toppers in Concert, Bar-le-Duc and Loogman
A service desk works with a lot of text: incidents, actions, solutions and knowledge items. Claude is good at reading and summarising. It turns a long ticket history into a handover, or finds what ten similar incidents have in common. That only works once Claude can look into your own TOPdesk, within the same limits as the operator.
The MCP that TOPdesk announced in September 2026 is read-only and limited to your own data, for AI tools such as Claude, ChatGPT and Copilot. The application manager decides what each user's AI tool may do. Without Excellent, you can build your own MCP server on the TOPdesk REST API; according to TOPdesk, that API is included in Essential, Engaged and Excellent.
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.
- 01Incident handoverTOPdesk → ClaudeOn escalation to second line
Claude reads the actions on an incident and sets out what the problem is, what has been tried and what the status is, with the ticket number included.
- 02Earlier solutionsTOPdesk → ClaudeWhile handling an incident
Claude searches the knowledge base for a similar case and names the knowledge item the answer relies on, so the operator can check it.
- 03Stalled ticketsTOPdesk → ClaudeAt the service desk's start of day
Which incidents haven't been touched for days, and who are they with? Claude makes a list with ticket numbers, so you can open them straight away in TOPdesk.
- 04Putting a reply or action backClaude → TOPdeskOnly with your own integration
TOPdesk's MCP is read-only. If you want an action or draft reply back in TOPdesk, you build your own MCP server on the REST API, with a separate account that has only those rights.
Not always. If an existing integration for TOPdesk and Claude does exactly what you need, we'll tell you.
On Excellent, you'll find the connection details for the TOPdesk MCP in your own TOPdesk environment; TOPdesk publishes the set-up instructions on its documentation portal. In Claude you add an MCP server as a custom connector. On Team and Enterprise an owner does this, and then each employee connects individually. According to TOPdesk, every action through the MCP is recorded in an audit log.
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 on Excellent. If you mainly work inside TOPdesk, you may not need Claude for that. Claude adds something when you want to combine TOPdesk with other sources, or have questions about many tickets at once.
- Claude also needs to write: create incidents, add actions or change a status.
- You're not on Excellent and still want a controlled integration, with logging you manage yourself.
- Claude needs to combine TOPdesk with other systems, such as Microsoft 365 or your asset management.
- 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 Claude search, summarise and point out patterns, and let the operator send the reply. That keeps contact with the person reporting the issue at the service desk, and a wrong suggestion doesn't go out unseen.
Research across many tickets
In Research mode, Claude can call many tools in a row without asking for permission each time. With a read-only MCP that's exactly right: nothing can change in TOPdesk.
Personal data in tickets
Incidents contain names, contact details and sometimes sensitive information, for example in HR or facilities tickets. Decide which incidents the AI tool may see, and use Claude Team or Enterprise, where Anthropic doesn't train on your data by default.
Making your own server reachable
Claude connects from Anthropic's cloud, including in Claude Desktop. Your own MCP server on the TOPdesk API therefore has to be reachable over the internet. If it sits behind a firewall, only let Anthropic's IP addresses through.
One account for everyone
If you build on the API yourself and put an application token in the connector as a fixed key, everyone in your Claude organisation works with the same TOPdesk account. Give that account only the rights it needs, or use OAuth 2.0, which TOPdesk now supports.
Made-up solutions
If Claude finds no matching knowledge item, it can still give a plausible answer. Always ask for the knowledge item or ticket number the answer relies 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: Incident handover, Earlier solutions, Stalled tickets, Putting a reply or action back.
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, Making your own server reachable, One account for everyone, 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.
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- ISO 9001 and ISO 27001, certified by Kiwa
- 500 projects delivered
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Does TOPdesk have an integration with Claude?
In September 2026 TOPdesk announced its own MCP, giving AI tools such as Claude, ChatGPT and Copilot read-only access to tickets and the knowledge base. It becomes available from October 2026 on the Excellent plan. In Claude you add it as a custom connector.
Can I connect TOPdesk to Claude without Excellent?
Yes. According to TOPdesk, you can connect AI tools on any plan, through the REST API in Essential, Engaged and Excellent. You then build the MCP server yourself and handle permissions, maintenance and logging yourself. Excellent adds a connection that TOPdesk builds, secures and maintains.
Can Claude create incidents in TOPdesk?
Not through TOPdesk's MCP, because it only reads. For that you build your own MCP server on the REST API, with a separate account that has only the rights it needs. Set those write tools to 'Needs approval' in Claude, so an operator sees every change.
How is this different from TOPdesk Robin?
Robin sits inside TOPdesk: in the self-service portal for end users and in the incident for operators. You use Claude outside TOPdesk, and there you combine TOPdesk with other sources. Robin is part of Excellent; for Claude you also need a Claude subscription.
Which Claude plan do I need?
Custom connectors work on every plan, with one at most on Free. For a service desk, Team or Enterprise is the obvious choice: an owner adds the connector and decides per tool what is allowed, and Anthropic doesn't train on your data by default.
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 ChatGPT to TOPdeskConnecting ChatGPT to TOPdesk: what TOPdesk's new MCP can do, when TOPdesk Robin is enough and when to build your own integration on the API.
- Connect Exact Online to ClaudeConnect Exact Online to Claude: your own MCP server as a custom connector, read-only access to your books, and what you need to arrange for the GDPR.
- Connect Claude to HubSpotConnect Claude to HubSpot with HubSpot's own connector: pipeline, customer history, tickets and marketing content. What it can do, and what to set up first.
- Connect Claude to SalesforceConnect Claude to Salesforce through the hosted MCP servers or the Salesforce in Claude plug-in. What Claude can read and change, and what to set up first.
Sources
The technical facts on this page come from the vendors' official documentation, checked on 18 October 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 API: tutorial
- Claude Help Center: Get started with custom connectors using remote MCP
- Claude Help Center: Use connectors to extend Claude's capabilities
- Anthropic Privacy Center: Is my data used for model training?