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Desk365

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AI-powered helpdesk software for enhanced productivity and exceptional customer experiences.

Customer SupportAI AssistantsWorkflow Automation
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Reviews onG2
27 reviews tracked

The Bottom Line

Entry price

Free plan available, paid tiers above

Biggest pro

Deep integration with Microsoft Teams and the Microsoft 365 ecosystem.

Biggest con

Specific integrations outside of Microsoft ecosystem might require Power Automate connector.

TL;DR - Desk365

  • AI-powered helpdesk integrated with Microsoft Teams and other tools.
  • Omnichannel ticket management with AI-driven automation for summaries, KB articles, and drafting.
  • Offers extensive customization, SLA monitoring, and robust collaboration features.
Pricing: Free plan available
Best for: Growing teams
4.9/5 across review platforms

What is Desk365?

Editorial review
Desk365 is an AI-powered helpdesk solution designed for teams of all sizes, aiming to enhance agent productivity, automate workflows, and deliver superior customer experiences. It integrates seamlessly within Microsoft Teams and other existing tools, offering an omnichannel approach to ticket management. Customers can raise tickets via Microsoft Teams, email, a dedicated support portal, web widgets, or web forms, ensuring all interactions are captured and managed efficiently in a unified inbox. The platform leverages advanced AI to simplify workloads by automating repetitive tasks. Its AI Agent learns from historical data and knowledge base articles to generate accurate responses, summarize lengthy ticket discussions, and convert conversations into detailed knowledge base articles. Desk365 also provides robust ticketing features, including SLA monitoring, a comprehensive knowledge base, extensive customization options, and deep integration with the Microsoft ecosystem, including Power Automate and Microsoft 365 Copilot.

Available on: Web, iOS, Android

how we evaluateSourcedesk365.io ↗

Pros & Cons

Pros

  • Deep integration with Microsoft Teams and the Microsoft 365 ecosystem.
  • Powerful AI features significantly reduce agent workload and improve response times.
  • Omnichannel support ensures customers can reach out through their preferred method.
  • Extensive customization options allow the helpdesk to fit specific business needs.
  • Offers a free plan and a 'Switch at renewal guarantee' for easy migration.

Cons

  • Specific integrations outside of Microsoft ecosystem might require Power Automate connector.
  • Advanced AI features are primarily available in higher-tier plans.
  • The 'AI Agent add-on' is free for a limited time, implying it will become paid.

Ratings Across the Web

4.9(27 reviews)
G227 reviews
4.9/5

Ratings aggregated from independent review platforms. Learn more

Key Features

Omnichannel Ticketing (Microsoft Teams, Email, Support Portal, Web Widget, Web Form)AI Agent (customizable, learns from business data)AI-powered Ticket SummarizationAI-powered Knowledge Base Article GenerationAI-powered Response Drafting (with translation and grammar check)Unified InboxSLA Monitoring and RemindersKnowledge Base Management

Pricing Plans

Free Trial

Pricing checked Aug 11, 2026

Free Plan

Free

  • Manage up to 50 tickets per month

STANDARD

$12

  • Ticketing Email
  • Microsoft Teams
  • Support Portal
  • Web Form, Web Widget
  • Knowledge Base
  • Workflow Automation
  • SLA Reminders & Escalations
  • Canned Responses

PLUS

$20

  • Everything in Standard +
  • AI - Summarize Tickets
  • AI - Generate KB Article
  • Change/Approval Management
  • Round Robin Ticket Assignments
  • Load Based Ticket Assignments
  • Ticket Watchers
  • ‘Share To’ Tickets
Calculate your costView full pricing

Is Desk365 worth the price?

85/100

Desk365 offers a competitive pricing structure, especially with its generous Free Plan managing up to 50 tickets.

The STANDARD plan at $12/month provides a solid feature set for basic helpdesk needs, while the PLUS plan at $20/month adds significant AI and advanced management tools. This pricing is best for small to medium-sized businesses looking for a scalable and AI-enhanced helpdesk solution.

Hidden Costs & Gotchas

AI Agent add-on is only in PLUS tier.

No clear overage fees for tickets beyond free plan.

Potential for per-agent pricing not explicitly stated.

How Desk365 Compares to Competitors

Compared to Zendesk's foundational plans starting around $19/agent/month, Desk365's STANDARD at $12/month and PLUS at $20/month appear more affordable, especially considering the AI features included in PLUS. Freshdesk's Growth plan at $15/agent/month is comparable to Desk365's STANDARD, but Desk365 offers more advanced AI features at a similar or lower price point in its PLUS tier.

Reviews

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4.9/5

Across 27 verified user reviews on G2

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Desk365 FAQ

How does Desk365 enhance customer support within Microsoft Teams?

Desk365 integrates directly into Microsoft Teams, allowing customers to raise tickets through the platform and ensuring all interactions are managed efficiently within a unified inbox. This deep integration streamlines communication and ticket management for support teams already using Microsoft Teams.

What kind of user or team is Desk365 best suited for?

Desk365 is designed for customer support teams of all sizes that aim to enhance agent productivity and deliver superior customer experiences. It is particularly beneficial for organizations deeply embedded in the Microsoft ecosystem due to its extensive integrations.

How does Desk365 compare to Chatwoot in terms of integration capabilities?

Desk365 offers deep integration with Microsoft Teams and the broader Microsoft 365 ecosystem, including Power Automate and Microsoft 365 Copilot. While Chatwoot also provides various integrations, Desk365's strength lies in its seamless connectivity within the Microsoft environment.

What are the primary limitations of Desk365 regarding integrations?

Specific integrations outside of the Microsoft ecosystem might require the use of a Power Automate connector. Additionally, some advanced AI features are primarily available in higher-tier plans, which could be a consideration for users on lower plans.

How is Desk365 priced?

Desk365 is available on a free tier, providing access to basic features. For more extensive usage and advanced functionalities, users can opt for paid plans that offer additional features.

Can Desk365 automate responses to common customer inquiries?

Yes, Desk365 leverages its AI Agent to learn from historical data and knowledge base articles, enabling it to generate accurate responses to customer inquiries. This automation significantly reduces agent workload and improves response times.

Which channels can customers use to raise support tickets with Desk365?

Customers can raise tickets through multiple channels, including Microsoft Teams, email, a dedicated support portal, web widgets, or web forms. This omnichannel approach ensures all interactions are captured and managed efficiently within a unified inbox.

Source: desk365.io

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