Desk365

Overview

Desk365 brings customer support and internal IT requests into a helpdesk built around tickets, Microsoft connections and AI tools. It is best suited to teams already using Microsoft services that want one workspace for service requests and ITSM tasks.

Its broad intake options and service-management features are useful, but the free plan stops at 50 tickets a month, and asset management is reserved for Premium. That makes the free tier a small-scale starting point rather than a durable choice for a busy team.

Key features

Ticket handling and AI

Requests can arrive by email, Microsoft Teams, a support portal, web forms or web widgets. That range suits teams serving users across different channels without separating every request into a different workflow. The knowledge base, employee portal and SLA management add useful structure around ticket handling.

AI Copilot can draft or translate replies, summarize tickets and generate knowledge base articles, helping with repetitive writing and documentation. AI Agents can answer customer questions and escalate them as tickets. Agent usage is credit-based: Plus and Premium include limited free credits, but teams relying on ongoing automated responses should account for the usage-based add-on rather than assume unlimited coverage.

ITSM and connections

Asset lifecycle management and change or approval management extend Desk365 beyond a customer-support inbox. Asset management is a Premium feature, so teams that need it must weigh that tier against other ITSM options. Single sign-on is also included among its capabilities.

Connections include Microsoft Teams, Microsoft Entra ID, Microsoft 365 Copilot, Power Automate, Power BI, Jira, Asana, Microsoft Planner, Azure DevOps and Microsoft Intune. This makes Desk365 a natural candidate for Microsoft-oriented environments, with additional links to common project-management tools.

Security and support

Desk365 states that it is GDPR compliant, uses TLS 1.2 or higher for data in transit and AES-256 for stored data, and hosts customer data in AWS data centers in the United States and European Union. Its Microsoft Teams bots run on Azure. All three paid plans include SOC 2 Type II compliance; HIPAA compliance is confined to Premium.

Paid plans include 24×7 email support and migration assistance. Plus and Premium also include a Customer Success Manager, a meaningful difference for teams that want a named success contact.

Pricing

Desk365 has a 21-day trial and a free plan described as lifetime free. The free plan supports up to 50 tickets per month and is aimed at solopreneurs or personal projects; it begins automatically when the trial ends. That cap makes it easy to try the workflow but unsuitable for sustained higher-volume service.

• Free: 0.00 USD per free, up to 50 tickets per month.
• Standard: 12.00 USD per month, billed annually; includes 200 GB attachment file storage.
• Plus: 22.00 USD per month, billed annually; includes 500 GB attachment file storage, limited free AI Agent credits and a Customer Success Manager.
• Premium: 32.00 USD per month, billed annually; includes 1 TB attachment file storage, limited free AI Agent credits, asset management and HIPAA compliance, as well as a Customer Success Manager.

All three paid plans include SOC 2 Type II compliance, 24×7 email support and migration assistance. The listed tier differences make Standard the lower-cost paid entry, while Plus adds storage and success support and Premium is the clear fit for asset management or HIPAA requirements. AI Agent credits are limited even where included, with additional usage billed through a usage-based add-on.

Platforms

Desk365 supports Android, iOS, web and API. It provides mobile-responsive web portals for agents and end users, and the plan comparison lists mobile views for iOS and Android.

Who it's for

Desk365 fits organizations that want customer support and internal IT requests handled together, particularly those invested in Microsoft Teams and related Microsoft services. Smaller teams can start within the 50-ticket monthly free cap; teams needing more headroom, support services or compliance can move to a paid tier. It is less suitable for high-volume use on a free budget or for buyers who require asset management below Premium.

Pros and cons

• Pros: Email, Teams, portal, form and widget intake give users several ways to raise tickets.
• Pros: Copilot, AI Agents, knowledge base and approval workflows cover both routine support work and IT service processes.
• Pros: Paid plans include SOC 2 Type II, 24×7 email support and migration assistance.
• Cons: The free plan's 50-ticket monthly ceiling limits it to low-volume use.
• Cons: Asset management and HIPAA compliance require Premium.
• Cons: AI Agent credits are limited in Plus and Premium, with usage-based charges for additional credits.

Alternatives

• Genuity Helpdesk is worth considering for a free option with unlimited users and use, provided the $12,000/year gross-sales requirement and Genuity Solution condition work for you.
• GLPI is a better fit for buyers who want Linux, Windows, macOS or self-hosted platform options; its Public Cloud plan starts at 19.00 EUR per month per IT agent.
• Jitbit Helpdesk suits teams looking for a paid helpdesk with self-hosted and desktop-platform options, rather than Desk365's free entry tier.
• Atera is another paid option for teams comparing endpoint-oriented plans with unlimited endpoints.
• iTop is a free alternative for buyers who want a self-hosted service-management option.
• Alloy Navigator may suit smaller technician teams seeking cloud or on-premises deployment; its Explorer plan covers up to 3 technicians and unlimited requesters for 19.00 USD per month, billed annually.
• Freshservice is an alternative for teams wanting a paid service desk; its Starter plan is 19.00 USD per month, billed annually, and includes knowledge management, task management, a support portal and omnichannel support.
• InvGate Service Desk is another paid service-desk option, with a Pro plan priced at 500.00 USD per year per agent and starting at $2,500/year.

For broader comparisons, see IT Help Desk Software, IT SLA Management Software and Help desk software.

Verdict

Choose Desk365 if your team wants customer support and ITSM functions together, especially within a Microsoft-oriented environment. Its channel coverage, AI assistance and paid-plan support make it a capable step up from a basic shared inbox. Look elsewhere if you need asset management without paying for Premium, or if a 50-ticket free cap is too restrictive and the paid tiers do not fit your budget.