Desk365

What it's used for

Who it suits (ICP)

• Teams of all sizes that need customer support or internal IT helpdesk workflows in one platform.
• Organizations using Microsoft 365 and Microsoft Teams as core parts of their support workflow.

How it works

Customers can raise requests through channels like Microsoft Teams, email, portal, web widget, and web forms; tickets flow into a shared workspace where automations, SLAs, AI assistance, and knowledge tools help agents route, manage, and resolve requests.

Key features

• Unified inbox
• AI Agent for customer chat and ticket deflection
• AI Copilot for reply drafting, summaries, and knowledge suggestions
• Knowledge base
• Workflow automations
• Round-robin ticket assignment
• SLA reminders and escalations
• Reports and analytics
• Asset management
• Change and approval management
• Microsoft Teams ticketing
• Microsoft Entra ID sync and SSO

What it works with

What it says it delivers

• Built for teams who’ve outgrown basic ticketing but don’t need the complexity of Zendesk or ServiceNow.
• Desk365 integrates deeply with Microsoft 365.
• Desk365 combines an autonomous AI Agent with an embedded AI Copilot to transform how support teams operate.

In the vendor's own words, from its website.

Pricing

• Standard: $12/agent/month billed annually
• Free Plan: $0 Free Plan. Manage up to 50 tickets per month.
• AI Agent Add-on: 50/1,000 credits

About the company

From the Desk365 blog

Who uses it

Named on desk365.io.

Customer stories on its website

• Class Technology Solutions (CTS): How CTS streamlined IT support, ticketing, and asset management for schools ↗
• Azured Consulting: How Azured uses Desk365 for customer support ↗

Links to the vendor's own pages. Results aren't repeated here until each one is checked against its page.

Security and compliance

• ✓ SOC 2 Type 2
• ✓ GDPR compliant
• ✓ HIPAA compliance