Desk365 Helpdesk
With Desk365, support teams respond faster, with more context, and without switching platforms — thanks to a modern helpdesk that centralizes tickets from all channels in a unified inbox, natively integrated into Microsoft Teams.
Transform your support with Desk365 Helpdesk
Desk365 is an omnichannel helpdesk system built from the ground up for teams living on Microsoft 365. All support requests—arriving via email, Microsoft Teams, web portal, web widget, or form—are automatically converted into tickets and appear in a single shared inbox, accessible to the entire team simultaneously.
Desk365 Helpdesk — tangible efficiency, real results
With Desk365, organizations eliminate email clutter, reduce response times, and gain complete visibility into team performance. Round-robin assignment automation ensures a balanced distribution of workload, canned responses accelerate the handling of repetitive requests, and multi-time and time zone SLAs ensure that no deadline is missed.
Key features:
- Unified omnichannel inbox — all email, Teams, portal, widget, and form tickets in a single dashboard, without switching between tools.
- Workflow automation — visually configured rules that trigger assignments, escalations, notifications, and automatic responses based on ticket properties.
- Performance reports — metrics by agent, group, channel, and category, with customizable dashboards and scheduled exports for continuous analysis.
According to real users, the integration with Teams improved user interaction in over 5001 TP8T, with spontaneous adoption from day one — no training required.
A helpdesk ready to grow with your team
Desk365 was designed to be operational in hours — not weeks. With an intuitive interface, no-code setup, and immediate integration with the Microsoft 365 ecosystem, any team can start working on the day of activation.
- Microsoft 365 Integration — Teams (Agent Bot + Support Bot), Login ID for SSO and automatic user provisioning, Copilot Plugin and Power Automate connector to link the helpdesk to any existing workflow.
- Full customization without programming — ticket forms, support portals, agent roles, custom views, emails with your own domain, and approval workflows configured through a visual interface.
- Multi-department and multi-brand — Set up independent departments with their own rules, SLAs, emails, and knowledge bases, all within a single centralized account.
- Total mobility — agents and users can access the helpdesk through the mobile portal, the Microsoft Teams app on their mobile phone, or the Agent Bot, maintaining continuity of support anywhere.
Simplify management and boost the performance of your support team
With Desk365 Helpdesk, agents focus on what matters — resolving requests — while the platform handles the rest automatically.
Unified inbox for frictionless response
All tickets, from all channels, in a single dashboard. Agents can see priorities, SLAs, contact history, and internal notes without needing to switch tabs or tools.
Automations that eliminate manual labor
Automatic assignment rules, response macros, SLA-based escalations, and instant notifications — all configurable without code, so no ticket gets lost or unanswered.
Reports that drive better decisions
Dashboards with real-time metrics on response time, resolution time, volume per channel, and customer satisfaction (CSAT). Identify bottlenecks, better distribute the workload, and make data-driven team decisions.
AI transforming everyday support
Desk365 integrates AI in a practical and immediate way, without complex configuration. The AI Agent is a trainable chatbot with the organization's knowledge base that automatically resolves the most common issues — in the self-service portal and directly in Microsoft Teams — reducing the volume of level 1 tickets.
ㅤ AI Copilot supports agents in real time with suggested responses based on previous tickets and knowledge articles, automatic summaries of long tickets, translation and rephrasing of messages for a more professional tone, and automatic generation of knowledge articles from resolved tickets — so that the knowledge base grows organically, without additional effort.
Versatility for support teams across all sectors with Desk365 Helpdesk
Health
CMC has been operating for over 100 years and its helpdesk was based on Spiceworks — an outdated system without Office 365 integration that required users to access it via a separate link. After adopting Desk365, CMC consolidated internal tickets from IT, pharmacy, maintenance, and other departments into a single platform. Integration with the Desk365 API also allowed external requests to be routed directly to the correct departments via the website form — something Spiceworks never achieved.
Before Desk365, the approximately 150 employees reported hardware, software, onboarding, and password issues via email, phone, and in-person visits—without any formal logging system. Adopting Desk365 digitized and centralized all requests, with emails automatically converting into tickets without altering end-user behavior. Automations via Power Automate streamlined recurring requests such as hardware provisioning and new user setup.
Banking and Financial Services
An investment management company that supports hundreds of independent financial advisors. As the company grew, emails were overflowing, conversations were being lost, and visibility into workloads was practically nonexistent. After evaluating Zendesk, they chose Desk365 for its simplicity, cost-effectiveness, and native integration with Microsoft 365. With 65 agents distributed across 39 departments, Desk365 became the nerve center of internal support.
Energy and Industry
The system administrator at Suntastic Solar migrated from Jira to Desk365 in search of a simpler and more affordable solution. "The performance is incredible—one of the fastest helpdesk systems I've ever worked with. Support responds quickly and professionally. Almost none of the ~100 employees needed training. It's self-explanatory." — Mirko Babic, System & Network Admin
Professional Services
An engineering consulting firm implemented Desk365 to centralize internal and external customer requests, eliminating the need for technical teams to configure or adapt the system. "It significantly improved our ability to process requests. We needed an easy-to-implement solution at an affordable price—and Desk365 delivered all of that." — Jessica Harrison, Sr. Associate
Desk365 Helpdesk features that make a difference
- Unified Omnichannel Inbox
- Ticketing via Microsoft Teams
- AI Copilot for Agents
- Round-Robin Assignment
- Canned Responses
- AI Agent (Chatbot)
- Multi-time and multi-zone SLAs
- Knowledge Base
- Self-service portal
- Web Widget and Web Form
- Reports and Dashboards
- Customer Satisfaction Surveys (CSAT)
- Time Tracking by Ticket
- Multiple Departments
- Internal Notes and Watchers
- Power Automate Integration
- SSO via Entr ID
- Microsoft 365 Copilot Plugin
Speak to a Desk365 Helpdesk 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
What makes Desk365 different from other helpdesk systems?
Desk365 was built from the ground up with Microsoft Teams as the central channel—not as an added-after integration. This means that agents and users can create, track, and resolve tickets directly in Teams, without needing to access another platform. This is coupled with extremely fast implementation, affordable pricing, and a renowned, exceptional customer support.
Is it possible to receive tickets from multiple channels at the same time?
Yes. Desk365 centralizes all tickets created via email, Microsoft Teams, support portal, web widget, and embedded form into a single inbox — with automatic assignment and full visibility for the entire team.
How does ticket automation work in Desk365?
Automations are configured visually, without code. You can create rules that activate when tickets are created or updated — to automatically assign tasks by round-robin, escalate by SLA, send notifications, apply response macros, or change ticket properties based on criteria defined by the team.
Does Desk365 integrate with tools other than Microsoft Teams?
Yes. In addition to native integration with the Microsoft 365 ecosystem (Teams, Entra ID, Power Automate, Copilot), Desk365 provides APIs and webhooks for integration with internal systems, and connectors for tools such as Jira and Azure DevOps.
Is Desk365 suitable for external customer support teams?
Yes. Desk365 provides both internal support (IT, HR, Facilities) and external customer support, with customizable portals for each brand, public and private knowledge bases, and CSAT satisfaction surveys to measure customer experience in every interaction.
What Desk365 Helpdesk customers are saying
Revolutionize the management of your services with Priceless Consulting and Desk365!
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