Desk365 ITSM
With Desk365, IT teams gain agility and control to efficiently manage internal services — thanks to a cloud-native platform that combines incident management, change management, asset management, and intelligent automation, all natively integrated into Microsoft Teams.
Revolutionize internal support with Desk365 ITSM
Desk365 goes far beyond a ticketing system: it's a complete IT service management platform, built for the Microsoft 365 ecosystem. With modules dedicated to Incident Management, Change & Approval Management, and IT Asset Management, it's possible to centralize requests, manage changes with structured approval workflows, and maintain an up-to-date inventory of all technology assets.
Desk365 ITSM — tangible efficiency, real results
By adopting Desk365, organizations gain unified visibility into all IT support requests, assets, and processes. The automation engine applies routing, escalation, and assignment rules based on configurable criteria, while advanced dashboards and reports provide essential metrics such as mean time to resolution (MTTR), SLA compliance rate, and ticket volume by category.
Key features:
- Omnichannel Incident Management — Creating and tracking tickets via Teams, email, web portal, widget, and embedded form, all in a single unified dashboard.
- Change & Approval Management — Sequential or non-sequential approval workflows, with permissions by role, temporary approvers, and full traceability of each decision.
- IT Asset Management — registration of hardware, software and consumables, direct linking between assets and tickets, lifecycle management and supplier control.
A future-proof ITSM platform
Desk365 was designed to meet the current needs of IT teams and scale with business growth. With a cloud-native architecture and affordable pricing, it supports everyone from small teams to larger organizations—without infrastructure costs or complex configurations.
- Deep integration with the Microsoft ecosystem — Teams, Entra ID (SSO and automatic user provisioning), Copilot Plugin, Power Automate, and Power BI for a fully interconnected environment.
- ITSM process automation — Configurable rules that trigger automatic actions when creating, updating, or escalating tickets, eliminating repetitive tasks and reducing errors.
- Advanced SLAs and multi-hour support — Defining multiple operating schedules, time zones, and holiday lists by team or region, with automatic breaks outside of working hours.
- Customizable reports and dashboards — Trend analysis by agent, group, channel, category, and custom field, with scheduled exports and integration with Power BI.
Simplify management and improve your teams' performance
With Desk365 ITSM, teams have a platform that removes operational barriers and increases agility to respond to internal demands more accurately and quickly.
Clear visibility for informed decisions
All information regarding incidents, service requests, changes, and assets is organized in a shared inbox and centralized dashboards — with priorities, SLAs, and statuses visible in real time to all stakeholders.
Automated workflows for maximum efficiency
With the Desk365 automation module, it's possible to configure round-robin assignment rules, automatic escalations by SLA, response macros, and approval workflows—without the need for code or complex configurations.
Traceability and control in every change.
The Change & Approval Management module ensures that no change goes through without due process: structured approvals, complete audit logs, and automatic notifications to all stakeholders involved.
Integrated AI at the heart of IT support
Desk365 incorporates AI capabilities that reduce the operational burden on teams and accelerate request resolution. The AI Agent —a trainable chatbot based on internal documentation—autonomously resolves level 1 issues in the self-service portal and Microsoft Teams. The AI Copilot supports technicians with contextual response suggestions based on previous tickets and knowledge articles, and automatic summaries of complex tickets. The result: fewer repetitive tickets, faster responses, and a knowledge base that grows organically with each interaction.
Versatility for teams across all sectors
Health
CMC modernized its entire IT helpdesk with Desk365, leveraging native integration with Microsoft 365. Adoption was immediate—employees spontaneously began creating tickets via Teams, email, and the portal, eliminating in-person visits to the IT department. Ryan Geiler, IT Director at CMC, highlights the seamless integration with the Microsoft ecosystem as a decisive factor in the choice.
Medical equipment manufacturer Tuttnauer implemented Desk365 to build a scalable support system that complies with healthcare industry regulatory requirements, providing full traceability of every order and change.
Banking and Financial Services
Concurrent, an investment management company headquartered in Tampa, USA, manages 65 agents distributed across 39 departments (finance, compliance, technology, customer service). After evaluating Zendesk, they chose Desk365 for its simplicity, integration with Microsoft 365, and cost-effectiveness. The reporting module became central to strategic hiring decisions and workload distribution among teams.
Energy and Industry
Intec Energy transformed its IT support from chaotic email management to a centralized and efficient system with Desk365. The change eliminated lost requests, accelerated response times, and provided complete visibility into the status of each incident.
ComSet AG highlighted configurable SLAs and integration with Microsoft Teams as the factors that had the greatest impact on IT management.
Education
Frontier School Division uses Desk365 to centralize IT support across multiple schools, manage hardware, software, and connectivity requests, and ensure that no request goes unanswered — with complete visibility for the IT team and coordinators at each school.
Desk365 features that make a difference
- Incident Management
- Change & Approval Management
- IT Asset Management
- Self-service portal
- Knowledge Base
- AI Agent (Chatbot)
- AI Copilot
- Microsoft Teams Integration
- Workflow Automation
- Multi-hour SLA Management
- Omnichannel Support
- Reports and Dashboards
- Power Automate Integration
- Provisioning via Entry ID
- Time Tracking by Ticket
- Customer Satisfaction Surveys (CSAT)
- Paper Permissions (RBAC)
- Audit Record
Speak to a Desk365 ITSM specialist
Priceless Consulting is a Desk365 partner. Contact us to discover how to modernize your organization's IT service management.
Desk365 is trusted by over 7,000 companies in more than 60 countries.
FAQ
How does Desk365 improve the day-to-day work of IT teams?
By centralizing incidents, requests, and changes on a single integrated platform within Microsoft Teams, Desk365 eliminates email clutter, automates repetitive tasks, and gives teams complete visibility into what's pending—increasing productivity and reducing response time.
Does Desk365 support change management?
Yes. The Desk365 Change & Approval Management module allows you to configure sequential or parallel approval workflows, define permissions by role, assign temporary approvers, and maintain a complete record of each decision — ensuring control and compliance in all changes.
How does IT asset management work in Desk365?
The IT Asset Management module allows you to register and manage hardware, software, and consumables, link assets directly to tickets for immediate context, track the lifecycle of each piece of equipment, and manage contracts with suppliers—all in a centralized interface.
Does Desk365 integrate with Microsoft 365?
Natively and deeply integrated, Desk365 works seamlessly with Microsoft Teams (conversational ticketing), Entra ID (SSO and automatic provisioning), Copilot Plugin, Power Automate, and Power BI—making it a natural extension of the organization's existing Microsoft environment.
Is it possible to automate processes without programming?
Yes. Desk365 automation rules are configured visually, without code, allowing you to automate round-robin assignments, SLA-based escalations, automatic responses, macros, and notifications based on ticket criteria.
What Desk365 customers are saying
Revolutionize the management of your services with Priceless Consulting and Desk365!
As Desk365 partners, we offer customized implementation and dedicated support for companies worldwide. Benefit from expert consulting, dedicated training, and ongoing follow-up to maximize your return on investment.
Choose Priceless Consulting for efficient service management and seamless integration.
