TOPdesk Reporting Hub: what is in it today

Since November 2025, TOPdesk has offered standard reports in a separate Reporting Hub. The hub is still in beta and is being extended in stages. Below is what it contains as of 24 September 2026, along with the limits that TOPdesk’s own documentation describes. Whether you can manage with it depends mainly on the questions you ask.

What the Reporting Hub is

The beta version came with the November 2025 product update, which TOPdesk announced in a blog post on 26 November 2025. TOPdesk intends it to offer standardised reports, based on how existing customers have set up their own. You pick a ready-made dashboard and filter it down to what you want to see. According to the documentation, you cannot currently build your own reports in it.

To open it, go to the TOPdesk menu and choose Reporting Hub (BETA). The hub is available in English only. Its start page includes a feedback form. The documentation calls it a centralised platform for TOPdesk reports that will gradually replace the Report Wizard. The hub is documented for the SaaS version, but not for the on-premises version (Virtual Appliance, VA 2026 Release 3).

The dashboard and tab names below are the ones the hub uses. Several of them follow TOPdesk’s current English terminology, in which the module is called Call Management and its records are calls. This article, like the rest of this site, calls these records incidents.

How the hub has grown

• November 2025. The beta version is released with the product update.
• January 2026. The Incident dashboard arrives. TOPdesk describes it as its first complete best-practice dashboard, and its tabs include Workload. The same month, knowledge management reports are added alongside the existing duration reports.
• February 2026. The Customer satisfaction (CSAT) dashboard.
• June 2026. A Change management dashboard, with the tabs Change composition and Compliance.
• July 2026. Workload dashboards that, for the first time, bring incidents, simple changes and change activities together, per operator group and per operator.
• September 2026. The Incident dashboard is renamed the Call dashboard, to match the Call Management module. Its Workload tab is split off into a dashboard of its own.

What is in it now

The documentation’s overview page lists six items.

• Call dashboard. The Call composition tab counts incidents by branch, operator group, incident type, priority, category or subcategory, and lets you drill down to individual incidents. The Compliance tab shows what share of incidents stayed within their target resolution time. You can measure by completion date or by closure date, and the result is colour-coded green, yellow or red. You do not need the SLA module for this.
• Workload dashboard. How busy each operator group and each operator is, across incidents, simple changes and change activities. The tabs are called Open tasks, Tasks per operator, Calls (2 weeks) and Calls (1 year).
• Change management dashboard. Change composition groups changes by criteria such as simple or extensive, type, priority, category, coordinator and operator group. Compliance gives the percentage of changes that met their target implementation time, by month, plus a table of targets met and breached.
• Knowledge management dashboard. The number of knowledge items, the share published in the Self-Service Portal, the helpfulness score based on thumbs-up and thumbs-down ratings, and a top-10 list of knowledge items that need improvement.
• Customer satisfaction dashboard. The CSAT score, its trend and the distribution across ratings, which you can filter by operator group, operator and other fields. It only works if the Self-Service Portal lets callers rate how their incident was handled.
• Duration reports. The existing Duration Report and Duration Distribution Report, which you can now also open from the hub.

The overview page lists no dashboard for Operations Management, Asset Management or Reservations Management. The documentation says TOPdesk is gradually adding reports for other modules. Change Management was added in June 2026.

The limits according to the documentation

The documentation currently lists the limits below. As the hub is still in beta, they may change.

• Read-only. You can view and download the reports, but you cannot modify them. Where TOPdesk’s blog posts speak of customising reports, they mean filtering. When you click Apply filters, your selection applies to every report in that dashboard.
• Up to 70,000 items. A dashboard shows the 70,000 most recent items, to prevent timeouts. If there are more, a notification tells you that the report is incomplete, and TOPdesk advises choosing a shorter period. At 6,000 incidents a month, a one-year view already exceeds that limit.
• Manual refresh. Dashboards do not reload when you switch tabs. You refresh them yourself via the menu in the top right-hand corner of a report. The same menu lets you download a report as CSV, Excel or an image. The documentation describes that menu for the knowledge management and customer satisfaction dashboards.
• Permissions. What you see depends on your permissions and on the filters. Two people with the same filters but different permissions may therefore see different numbers.
• Conditions for Workload. Open tasks and Tasks per operator only appear if both Call Management and Change Management are enabled and you have read permission for incident reports and change reports, or for all reports. On these tabs, whatever your TOPdesk configuration, an incident only counts as resolved when it has been closed. Marking it as completed is not enough.

When the hub is enough

If your questions are about incidents, changes, knowledge items and customer satisfaction, and the groupings in the dashboards suit them, the hub can answer a good many of them. You do not have to build anything, and incident compliance works without the SLA module. For a monthly review of incoming work and of whether agreed targets were met, the hub is often enough.

If you want to group by a field the dashboards do not offer, or combine TOPdesk data with other sources, you are back to the options that already existed. The Report Wizard is still available, although TOPdesk says the hub is gradually replacing it. It lets you report on any field, and you can save the report, edit it later or export it to Excel or PDF. According to the documentation, the Report Wizard does not cover Asset Management; for assets, you use the Asset Type Report or the OData feed instead.

The OData feed can be loaded into a BI tool such as Microsoft Power BI. According to Microsoft’s pricing page for the Netherlands, Power BI Pro costs €12.10 per user per month, excluding VAT, with annual billing (accessed 24 September 2026). That price may change.

Besides the licences, someone has to build the reports and keep them up to date. If the colleague who did that leaves, someone else has to take over and work out how the reports are put together. A TOPdesk update can also mean that the reports need changing. According to TOPdesk’s documentation, the old version of the OData feed is normally supported for about six months after a new version is released. When you switch, existing reports may stop working and have to be rebuilt. The licence costs and build time of your own Power BI dashboard are set out in TOPdesk dashboard: Excel, Power BI or hosted.

What a separate dashboard adds

AureaDesk reads the data through the TOPdesk API and shows it in its own hosted environment. Some of what it shows overlaps with the hub. The main differences are in the modules the hub currently has no dashboard for, and in export to Word and PowerPoint.

• Operations Management. How many operational activities are open, completed or past their planned end date, broken down by status, category and operator group. A compliance matrix shows, by category and week, how much planned work was not carried out. Included in Enterprise.
• Asset Management. For each asset, how many incidents and changes are linked to it, including P1 and P2 incidents, with a timeline of incidents and changes. You can also track, month by month, how many assets have been added since AureaDesk was connected, broken down by type, status and location. This view is included in Pro and Enterprise.
• Reservations Management. Reservation conflicts, overdue reservations (past their planned end date but not yet completed), and the breakdown by status, operator group and location. Can be added to Standard and Pro; included in Enterprise.
• Workload. Since July 2026, TOPdesk’s Workload dashboard has combined incidents, simple changes and change activities. AureaDesk has a Workload view in Pro and Enterprise that shows simple and extensive changes separately and, with the Operations Management module, also includes operational activities. For each operator group and operator it shows how much work came in, was picked up and was completed, with a trend and a short-term outlook.
• Word and PowerPoint. From the Reporting menu, you can export the selected tabs as a Word document or a PowerPoint presentation, with the key figures and charts for the period and filters you have selected. The same formats are available for scheduled email reports. PDF, Word and PowerPoint export are included in every package.

All nine views are described on the Views page, and the Pricing page shows what each package includes.

A snapshot

The information about the Reporting Hub above dates from late September 2026. For the current list, see TOPdesk’s documentation on the Reporting Hub.

Sources (accessed 24 September 2026): TOPdesk’s documentation on reporting, on the Reporting Hub, on the individual dashboards and on new versions of the OData feed; the What’s New in TOPdesk blog posts for November 2025 and February 2026; TOPdesk’s product updates in the TOPdesk Community, January to September 2026; and Microsoft’s pricing page for Power BI.