Desk365 was founded in 2020 with a clear goal: to help support teams scale with confidence, without adding complexity. As our customers grew, so did our product. What began as a strong, reliable helpdesk evolved thoughtfully adding depth and nuance only where teams needed it, while staying true to simplicity and usability.Â
Today, we’re excited to introduce Desk365 Premium, our newest offering.  As responsibilities expand, teams need tools that can scale without sacrificing clarity. Premium represents that next chapter of Desk365: deeper functionality for teams with sophisticated workflows, managing both internal and external support use cases. Desk365 Premium builds on everything we’ve stood for: a secure, advanced ticketing platform that grows with you.Â
At a quick glance. Desk365 Premium includes:Â
- Asset managementÂ
- Audit logsÂ
- Custom contact & company fieldsÂ
- Custom departmentsÂ
- AI Agents (available as an add-on)Â
- And lots moreÂ
This new paid plan, priced at $32 per agent per month, brings together a set of advanced capabilities built for modern support teams.
What’s included in Desk365 Premium
Let’s take a deep dive into what has been launched with this new plan, and why it matters.Â
1. AI Agents
This was one of the most requested things from our users. Desk365 Premium offers buildable AI Agents that sit right in your support portal and as a web widget and helps users get answers on their own, the moment they need help. You can deploy multiple AI Agents to be experts in the material you exclusively train them on. Â
Here’s what it does:Â
- Automatically answers common questions using your knowledge base, website, Q&A or files uploadedÂ
- Helps users find the right information without raising a ticketÂ
- Works 24/7, even when your team is offlineÂ
- Knows when to stop and hands over to a human agent when neededÂ
You control what the chatbot learns by connecting it to your existing knowledge base, website, or files. That means:Â
- No random or risky answersÂ
- Responses are always based on your documentationÂ
- Updates to articles reflect automatically in chatbot repliesÂ
If the AI Agent can’t confidently help, it doesn’t guess. Instead, it guides the user to create a ticket or connect with your support team.
The AI Agent is available as an add-on on both the Plus and Premium plans. Both plans include free monthly AI credits to help you get started. You can purchase more based on your needs and usage.
Learn more about configuring the AI Agents.
2. Asset management
Asset Management in Desk365 Premium is built on IT Asset Management (ITAM) principles, helping teams track and manage hardware and software assets throughout their lifecycle from procurement and vendors to depreciation and retirement. By bringing asset data into your support workflows, teams gain better visibility, financial clarity, and faster issue resolution as operations scale.Â
With Asset Management, tickets don’t live in isolation anymore. You can connect them directly to the devices, hardware, or software being supported.Â
So, when a ticket comes in, support agents instantly see the full picture, not just the message. This is especially useful for IT, internal support, and operations teams managing hardware or software inventories.Â
The result:
- Faster troubleshootingÂ
- Fewer follow-up questionsÂ
- Clear visibility into recurring issues tied to the same assetÂ
Learn more about asset management Â
3. Scheduled ticket creation
Some work happens on a schedule, not on demand. Weekly checks. Monthly audits. Routine maintenance.Â
Instead of relying on reminders or manual ticket creation, Premium lets you automatically create tickets on a schedule.Â
The result:
- No missed recurring tasksÂ
- Consistent executionÂ
- Zero manual effortÂ
Learn more about scheduled ticket creationÂ
4. Custom contact & company fields
Support teams don’t just need ticket data, they need context. Premium lets you define exactly what information you want to track at both the contact and company level and then use it everywhere.Â
- In tickets.Â
- In automations.Â
- In notifications.Â
- In exports.Â
The result:
- Richer ticket contextÂ
- Smarter automationÂ
- Less back-and-forth with users
Learn more about managing contacts and companies
5. Advanced security & password policies
As teams scale, access control and session security matter more.Â
Premium gives you tighter control over password rules, session timeouts, and login behavior, across both agent and support portals.Â
And if you’re using Microsoft sign-in, Desk365 respects that too.Â
The result:
- Better access controlÂ
- Reduced security riskÂ
- Easier compliance alignment
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Learn more about password policy in Desk365
6. Audit logs & data protection
Support teams regularly handle sensitive information, from personal data to confidential business details that shouldn’t be visible to everyone.
With the Premium plan, Desk365 gives you built-in safeguards to protect that data automatically. Features like Data Redaction mask sensitive information across ticket subjects, replies, notes, and forwards in real time, without requiring manual edits or extra effort from agents.
In addition, Audit Logs provide complete visibility into how sensitive data is accessed and handled. You can track who viewed, edited, or interacted with protected information, helping you maintain transparency and accountability across your support operations.
No manual cleanup. No extra steps. Just secure-by-default support workflows.
The result:Â
- Lower risk of accidental data exposure
- Clear visibility into sensitive data access
- Stronger compliance posture with audit-ready records
- Greater confidence when handling confidential requests
Learn more about data redaction and audit logs in Desk365 Â
7. Custom departments, company managers, and department managers
Many of you support companies with multiple teams like HR, IT, Finance, and Operations, all under the same organization.Â
With Premium, you can organize contacts into departments and assign company or department managers, so tickets are routed to the right people with the right context from the start.Â
Departments help control what users see and submit, from ticket forms and knowledge base articles to announcements and automations ensuring every request follows the right path.Â
Company or department managers add an extra layer of ownership, making it easier to manage large customers or internal teams without confusion.
The result:
- Cleaner, more accurate ticket routingÂ
- Clear ownership and accountabilityÂ
- Better visibility across departmentsÂ
- Support that feels structured and personalized, not genericÂ
Learn more about custom departments and company and department managers
8. Multilingual helpdesk
If your contacts or support agents work across regions, language quickly becomes friction.Â
Premium lets you run Desk365 in multiple languages – for agents, contacts, and even the support bot.Â
Agents can work in the language they prefer. Contacts can submit tickets and use the portal in theirs.Â
The result:
- Better adoptionÂ
- Fewer misunderstandingsÂ
- Support that feels natural, not forcedÂ
Learn more about languages in Desk365
Desk365 Premium is available at $32 per agent per month (billed annually). It includes everything from Standard and Plus, along with all the features above and more.Â
This launch isn’t the end; it’s just the next step. We’ll keep listening, building, and improving Desk365 based on how customers actually use it.Â
 If you’ve been waiting for these features, they’re here now. Try Premium for free. Request a demo. Upgrade anytimeÂ
And as always, if there’s something you’re still missing, tell us. We’re always building. Â
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