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Desk365 Blog

Keep up with the latest technologies and strategies for better customer interactions. Follow our blog to stay at the forefront of providing outstanding customer service.

Microsoft Teams AI Agents: How They Work and How to Set One Up

Ramya Balakrishnan November 6, 2026

TL;DR A Microsoft Teams AI agent is a chat assistant that lives inside Microsoft Teams. Your employees ask it questions in plain words. It answers from your knowledge base. If it can’t, it helps them open a ticket and keeps

Humans of Support

Michelle Major-Goldsmith on Building Trust to Make IT More Effective

Dheesha Manigandan
October 15, 2026 October 15, 2026

IT service management has evolved significantly over the years, but the fundamentals of great support remain rooted in people, collaboration,...

Humans of Support

Sophie Hussey on Why IT Managers Need to be Storytellers

Dheesha Manigandan
October 9, 2026 October 9, 2026

Frameworks, processes, and technology can give a support team structure, but they do not always tell the full story. The...

Humans of Support

Doug Tedder on Why ITSM Needs to Look Beyond IT

Dheesha Manigandan
October 2, 2026 October 2, 2026

IT service management has changed significantly over the years, with the focus shifting from managing technology to understanding the people...

Humans of Support

Alex Harding on How to Go from Incident Management to Strategic Service Delivery

Suvedha Balasubramanian
September 25, 2026 September 25, 2026

Great support has never been just about resolving tickets. It’s about understanding people, building trust, and creating services that help...

Humans of Support

Paul Brandvold on The Human Side of ITSM

Ranjani Raghupathi
September 18, 2026 September 18, 2026

Support and IT service management have changed significantly over the years, but the fundamentals remain surprisingly familiar. Technology has become...