Desk365

Desk365 is a cloud-based help desk and ticketing system that uses artificial intelligence to help support teams of all sizes manage customer and internal requests more efficiently. The product was designed with a strong focus on Microsoft 365 environments, and it is well known for its native integration with Microsoft Teams, allowing employees and customers to raise and track tickets without leaving familiar tools. The problem Desk365 addresses is the difficulty of handling support requests arriving through multiple channels, such as email, web forms and chat, without losing track of priorities or service commitments. Its approach is to consolidate these requests into a single ticketing workspace, automate routine tasks and use AI to assist agents with responses and categorisation. This allows IT, HR, facilities and customer service teams to provide faster, more consistent support while reducing manual administration.

Key features include multichannel ticket creation, automated assignment and routing rules, service level agreement management, canned responses, and collaboration through private notes and ticket sharing. AI capabilities can help summarise tickets, suggest replies and improve the quality of responses. A self-service customer portal and knowledge base allow users to find answers and track their requests, while contact and company management supports external customer service. Integrations with Microsoft Teams, Outlook, Azure Active Directory and other business applications, along with webhooks and APIs, connect Desk365 to existing workflows. Reporting and dashboards track ticket volumes, response times, agent performance and customer satisfaction, supporting continuous improvement. Custom fields, forms and ticket statuses allow organisations to adapt the system to their processes. Desk365 is aimed at IT help desks, customer support teams, managed service providers and internal service departments in small and medium-sized businesses and larger organisations using Microsoft technologies. Pricing starts from around USD 20 per agent with a free trial, and a free version is also available.