Desk365

Overview

Desk365 is a helpdesk for teams handling customer support and internal IT, with ticketing, AI tools and service-management features in one workspace. It best suits organizations that want Microsoft Teams in their support workflow; the free tier is useful for a small workload, but its monthly ticket cap makes paid plans the practical choice as requests grow.

Requests can arrive by email, Microsoft Teams, a support portal, web forms or web widgets. A knowledge base, employee portal, approval workflows and SLA management extend the product beyond a shared inbox. Desk365 was founded in 2020 and is headquartered in Union City, California.

Key features

Ticket handling and AI

Multiple intake channels give customers and employees several routes to support without forcing every request through one portal. AI Copilot can draft or translate replies, summarize tickets and generate knowledge base articles, making it useful for routine writing and documentation. AI Agents can answer customer questions and escalate them as tickets. Their usage is credit-based; Plus and Premium include limited free credits, but teams expecting regular automated handling should budget for additional usage.

IT service management and integrations

Asset lifecycle management and change or approval management make Desk365 relevant to IT teams managing more than incoming incidents. Asset management is included in Premium, so it is not a reason on its own to choose a lower tier. Integrations or connection methods include Microsoft Teams, Microsoft Entra ID, Microsoft 365 Copilot, Power Automate, Power BI, Jira, Asana, Microsoft Planner, Azure DevOps and Microsoft Intune.

Security and support

Desk365 describes TLS 1.2 or higher for data in transit and AES-256 encryption for stored data, and states that it is GDPR compliant. SOC 2 Type II compliance appears across all paid plans; HIPAA compliance is limited to Premium. Customer data is hosted in AWS data centers in the United States and European Union, while Microsoft Teams bots run on Azure. All paid plans include 24×7 email support and migration assistance; Plus and Premium also include a Customer Success Manager.

Pricing

Desk365 has a free plan and a 21-day trial. The free plan supports up to 50 tickets per month and is described as lifetime free; it begins automatically when the trial ends. That cap makes it suitable for a solopreneur or personal project, but not a growing support queue.

The paid prices are annual-billing rates, so they should not be read as month-to-month terms. AI Agent usage is credit-based, with limited credits included in Plus and Premium; teams should allow for usage costs beyond those credits.

Platforms

Desk365 supports web, Android, iOS and API access. Agents and end users can use mobile-responsive web portals, and the plan comparison includes mobile views for iOS and Android.

Who it's for

Desk365 is a strong fit for small and midsize support or IT teams that want customer and employee requests, Microsoft Teams connections and service-management workflows together. Premium is the sensible choice when asset management or HIPAA compliance is required. It is less compelling for very low-volume users once they need more than 50 monthly tickets, or for teams that need asset management but do not want the Premium tier.

Pros and cons

• Pro: Email, Teams, portal, form and widget intake offers several practical ways to collect requests.
• Pro: Copilot and AI Agents cover both agent assistance and customer-facing responses, with escalation into tickets.
• Pro: SLA management, approval workflows and asset lifecycle management give IT teams more than basic ticket tracking.
• Con: The free plan stops at 50 tickets per month, limiting its usefulness for active support operations.
• Con: Asset management and HIPAA compliance are reserved for Premium, raising the price floor for teams that require either.
• Con: AI Agent credits are limited on Plus and Premium, so automated handling is not an unlimited included resource.

Alternatives

For a free, self-hosted option with an unlimited Community plan, consider iTop; it supports Linux, macOS, Windows and web deployment. Genuity Helpdesk is another freemium option, with a Community Plan offering unlimited users and use when paired with Genuity Solution, subject to a $12,000/year gross-sales requirement.

Choose GLPI if self-hosting or broad desktop-platform support matters; its Public Cloud plan is €19 a month per IT agent, with 5 GB disk and a 20 MB attachment limit. Vivantio is a paid alternative with all features included and a published annual-billed range of $49–$99 per agent per month; end users are free.

Atera, HESK, Jitbit Helpdesk and ManageEngine ServiceDesk Plus are also alternatives to compare.

For category browsing, see IT Help Desk Software, IT SLA Management Software and Help desk software.

Verdict

Choose Desk365 if your support or IT team wants multichannel ticketing, Microsoft Teams connections and AI assistance alongside ITSM workflows. Its main limitation is that key needs can push buyers toward Premium: asset management and HIPAA compliance are not available on the lower paid tiers, while AI Agent capacity depends on usage credits.