Frequently Asked Questions

Yes. The Desk365 Support Bot lets employees or customers create a ticket directly from a Teams chat in a couple of clicks.

No. Email and Teams messages both convert into tickets automatically without a form. Forms and widgets are additional options for teams that want to collect specific fields up front.

Yes. SLA reminders and escalation alerts flag a ticket as it approaches its response or resolution deadline, so a manager can step in before a customer notices the delay.

Yes. Each department can have its own ticket forms and automation rules, so an HR request and an IT request are routed differently without one department's setup affecting another's.

Yes. From the Plus plan, Desk365's AI tools can draft a reply based on the ticket's content, which an agent can accept, edit, or rewrite before sending.

The optional AI Agent add-on can hold a conversation with the requester and resolve simple, repetitive questions on its own, billed per credit, escalating to a human agent when the question is not something it can answer.

Yes. Agent performance reports show response and resolution times per agent, and CSAT surveys capture how each interaction was rated after the ticket closes.

Yes. Reports can be scheduled to export automatically on the Plus and Premium plans, so a manager does not have to remember to pull them each week.

Yes, on the Plus plan and up. Change and approval management lets a request move through a defined approval workflow instead of being tracked manually over email.

No. Automation handles the routing and repetitive parts of a ticket. Anything that needs judgment, including the final decision on a request or the wording of a sensitive reply, still goes to a person.

Yes. Desk365 includes a Microsoft 365 Copilot plugin, so Copilot users can pull helpdesk information into their existing Microsoft 365 workflow.

Yes. Power BI is supported through Desk365's API for teams that want to build reporting outside the built-in dashboards.

Yes. Desk365 includes Microsoft Entra ID single sign-on, with the Plus plan adding automatic user sync with Entra ID.

Yes. Desk365 provides a mobile view for both iOS and Android, so agents can check and respond to tickets away from their desk.

Yes. Desk365 supports a custom domain for your support portal, along with custom email templates, custom ticket views, and portal language settings, so it can look and feel like part of your own brand instead of a third-party tool.

Yes, on the Premium plan. Desk365's asset management covers the full asset lifecycle from procurement to retirement, software license and ownership tracking, a centralized product inventory, vendor records, and depreciation tracking, and it can link assets directly to the tickets that involve them.

The Standard plan includes ticketing across email, Microsoft Teams, a support portal, and web forms, along with workflow automation, SLA reminders and escalations, canned responses, a knowledge base, custom ticket fields and forms, and core reporting.

Plus adds change and approval management, round robin and load based ticket assignment, time-based automation, CSAT surveys, Microsoft Entra ID sync, multiple dashboards, and AI tools for drafting replies, summarizing tickets, and generating knowledge base articles.

Premium adds asset management (covering the asset lifecycle, software licenses, product inventory, vendors, and depreciation), scheduled ticket creation, and advanced encryption controls for personally identifiable information (PII) and protected health information (PHI), including HIPAA-related data protections.

No. Desk365 only charges for agents, meaning the staff who actively work tickets. End users, meaning the employees or customers who submit tickets, are unlimited on every plan at no extra cost.

Yes. Every plan includes a 21-day free trial with full access to that plan's features, and no credit card is required to start. If the trial ends without an upgrade, the account moves automatically to the free plan instead of being cut off.

Yes. Desk365 offers a free plan that supports up to 50 tickets a month, aimed at solopreneurs or small teams, and it does not expire.

The AI Agent is a usage-based add-on, priced at $50 per 1,000 credits. Plus and Premium plans include a monthly allotment of free credits, and additional credits can be purchased as usage grows.

Yes. Desk365 is compliant with the General Data Protection Regulation (GDPR), the European Union's data privacy law, and offers EU-based data centers for customers who need their data to stay within the European Union.

Desk365 operates data centers in both the United States and the European Union, and customers can choose their preferred data center location.

Yes. Desk365 includes Microsoft Entra ID single sign-on, and the Plus plan adds automatic user sync with Entra ID, so account access and permissions stay aligned with your existing Microsoft identity setup.

Desk365's Premium plan includes HIPAA-related controls, including encryption and redaction for personally identifiable information (PII) and protected health information (PHI), for organizations like healthcare providers that need to protect sensitive personal or health data.

Desk365 includes multi-factor authentication, custom password policies, custom agent roles and permissions, and encrypted audit logs on higher plans, so admins control who has access to what.

On the Premium plan, Desk365 supports sensitive data redaction and encrypted fields for personally identifiable and protected health information, reducing the chance sensitive details sit unprotected inside a ticket.

Desk365 and Zendesk both offer ticketing across channels, automation, and AI tools, but they differ in focus and price. Zendesk is a broader customer experience platform with entry pricing at $19 per agent per month, rising past $100 once you add the messaging and AI features most teams end up needing. Desk365 is built specifically around Microsoft 365 and Teams, starts at $12 per agent per month, and includes AI drafting and summarization in its Plus plan rather than as a separate paid add-on.

Freshdesk's Growth plan starts at $19 per agent per month, and its AI features, branded Freddy, are sold as separate add-ons on top of that base price. Desk365's Standard plan starts at $12 per agent per month, and its AI drafting and summarization tools are bundled into the $22 Plus plan rather than billed as a separate per-agent fee.

Zoho Desk has a lower entry price, at $7 per agent per month for its Express tier, and a genuine free plan for up to three agents. Desk365's advantage is depth of Microsoft integration: native Teams ticketing, Microsoft Entra ID single sign-on and sync, and a Microsoft 365 Copilot plugin, none of which are part of Zoho's Google- and Zoho-centric ecosystem.

ServiceNow is built for large enterprises that need deep Information Technology Infrastructure Library (ITIL) process control, and it does not publish pricing. Third-party estimates put its IT service management (ITSM) tiers at roughly $70 to $200 or more per fulfiller per month, before implementation costs that typically run three to five times the license fee. Desk365 publishes its pricing directly, starts at $12 per agent per month, and is built for businesses that want core ITSM and helpdesk capability without an enterprise-scale implementation project.

An agent is a technician or support staff member who works tickets and counts toward your billed seats. An end user is anyone submitting a request, whether an employee or a customer, and end users are unlimited on every plan at no extra cost.

End users can submit a request by email, through Microsoft Teams, through a web form, or through a web widget embedded on your site or intranet. All four channels feed the same ticket queue.

Desk365 provides a mobile view for both iOS and Android, so agents can check and respond to tickets away from their desk.

Yes. Email, web form, and web widget ticketing work regardless of what productivity suite you use. Microsoft Teams ticketing, Entra ID single sign-on, and the Microsoft 365 Copilot plugin are additional benefits for organizations already on Microsoft 365, not a requirement to run the core helpdesk.

Yes. Desk365 includes migration assistance as part of onboarding to help bring your ticket history over from your previous tool.

Desk365's customer management supports importing and exporting contacts and companies, so your existing customer or employee records do not have to be rebuilt by hand.

Desk365's migration assistance is built to help bring over your ticket history and knowledge base content rather than leave it behind, though the exact process depends on what format your current tool exports from. Confirm the specifics with Desk365's onboarding team for your particular source system.

Yes. Desk365 offers a “switch at renewal” option that lets you get set up and onboarded on Desk365 before your current contract ends, so you are not paying for two tools at the same time.

No. Desk365's 21-day free trial does not require a credit card. You only add payment details if you decide to upgrade to a paid plan.

Desk365 includes email support and a help center with setup guides on every plan, plus a dedicated customer success manager on higher tiers. Support requests can also reach the Desk365 team directly by email.

Yes. The Desk365 Support Bot and Agent Bot are part of standard setup, so employees and technicians can create tickets, reply to them, and get notifications inside Teams without any separate configuration beyond installing the app.

From your Desk365 admin settings, automation rules can be created to trigger on ticket creation or on ticket updates, based on conditions like category, keyword, or requester, then take an action such as assigning, tagging, or replying. Exact menu steps are covered in Desk365's help center at help.desk365.io.

Turn on round robin ticket assignment to spread new tickets evenly across your team, or load based ticket assignment to account for how many open tickets each technician already has. Both are available from the Plus plan up.

Canned responses are created and saved in Desk365, so agents can insert a pre-written reply into a ticket in a couple of clicks instead of typing the same answer repeatedly.

SLA policies are configured by ticket priority, setting a response and resolution target for each level. Once set, Desk365 tracks every ticket against that target automatically and sends reminders before a deadline.

Desk365 routes repetitive requests like password resets through automation rules instead of a technician's inbox. Workflow automation can tag, assign, or reply to a specific request type the moment it is created, and canned responses let agents close routine tickets in a couple of clicks. If you add the AI Agent, it can also answer common self-service questions before a ticket is opened at all.

Yes. On the Plus and Premium plans, round robin ticket assignment spreads new tickets evenly across your team, and load based ticket assignment factors in how many open tickets each technician already has. You can also build automation rules that route a ticket to a specific agent or group based on its category, keyword, or requester.

Desk365 lets you set response and resolution targets by ticket priority, then tracks every ticket against them automatically. Agents get reminders before a deadline and an escalation alert if one is missed, and SLA reporting shows where your team is falling behind before it turns into a pattern.

Yes. Desk365 includes a support portal where employees can see every ticket they have opened, check its current status, and search the knowledge base without contacting IT again. The portal can run on your own custom domain, so it feels like an internal tool rather than a third-party site.

Desk365 was built around Microsoft Teams rather than adding it on afterward. Employees can open a ticket from a chat message in a couple of clicks through the Desk365 Support Bot, and technicians can reply to tickets, add notes, and change ticket status through the Desk365 Agent Bot without leaving Teams. Ticket notifications also appear directly in Teams instead of only in email.

Yes. Desk365 converts incoming email into tickets automatically, keeps the full thread history, and lets multiple agents work from one queue without duplicating replies. Migration assistance is included with your plan, so your team's ticket history and knowledge base articles carry over instead of getting left behind.

Desk365's reporting includes ticket trend reports that show volume and pattern changes over time, alongside agent and group performance reports. You can build custom reports around the categories, tags, or fields your team already uses, so a spike in one issue type is visible before it grows into a backlog.

Desk365 automates the manual parts of ticket handling, including sorting incoming requests, assigning them, replying to repetitive questions, and tracking SLA deadlines. Automation rules, canned responses, and round robin assignment take that routing work off a manager's plate, leaving more time for requests that need judgment.

Desk365 is built around Microsoft 365 and Microsoft Teams, the environment most IT teams already run in, with SLA management, asset management on the Premium plan, and Microsoft Entra ID single sign-on included rather than bolted on.

The channel employees already use does not have to change. Desk365 converts incoming email into tickets automatically, while also giving employees the option to open a ticket from Microsoft Teams, so the switch happens behind the scenes rather than as a disruptive new habit for the whole company.

Desk365 combines canned responses, workflow automation, and AI-drafted replies, so agents spend less time writing routine answers from scratch. Round robin and load based ticket assignment keep work distributed evenly across the team, and built-in time tracking shows exactly where agent hours are going.

Desk365 lets you define SLA policies by ticket priority, then reports on how often your team meets them. Agent performance dashboards show response and resolution times per agent, customer satisfaction (CSAT) surveys capture how each interaction was rated, and custom reports let you slice the data by department, product, or ticket type.

Automation rules can tag, assign, and reply to tickets the moment they are created, cutting down on manual triage. AI drafting and ticket summarization, available on the Plus plan and up, help agents close tickets faster, and the optional AI Agent add-on can resolve simple, repetitive questions on its own before they ever reach a human agent.

Yes. Desk365's support portal lets customers submit tickets, track their status, and search your knowledge base without emailing an agent directly. You can host it on your own custom domain and offer it in any of 30 supported languages.

On the Plus plan and up, Desk365's AI tools draft ticket replies, summarize long ticket threads into a quick read, and turn resolved conversations into knowledge base articles. Agents can accept, edit, or rewrite an AI draft before it goes out, so the final reply is still theirs.

Desk365 shortens first response time through automated ticket routing, canned responses for common questions, and AI-drafted replies agents can send with a quick edit. SLA reminders also flag tickets approaching their first response deadline before that deadline is missed.

Yes. Desk365 supports multiple departments inside a single account, each with its own ticket forms, SLAs, and reporting, so a customer support queue and an internal IT queue can run side by side without mixing together.

Desk365 shortens response times through automation and AI-drafted replies, and its CSAT surveys capture a rating right after each ticket closes. A manager can then see satisfaction trends by agent, department, or ticket type instead of guessing where the experience is breaking down.

Yes. Agent seats can be added or removed at any time with pro-rated billing, and automation, round robin assignment, and AI drafting let ticket volume grow faster than headcount without service quality dropping.

Yes, and it matters more than it sounds. Agents already living in Teams and Outlook get ticket creation, notifications, and, from the Plus plan, Entra ID sync inside tools they already have open, instead of learning a separate portal from scratch.

Desk365's automation rules can assign a new ticket to a specific department or agent group based on its category, form, or keywords in the request. Round robin and load based assignment then spread that work evenly across the people on that team.

Yes. Desk365's reporting covers ticket trends, agent and group performance, and customer satisfaction, and custom reports let you filter by department. Multiple dashboards mean each department head can see their own numbers without digging through everyone else's data.

Yes. Desk365's customer management features include departments within companies and managers assigned at the department level, so HR, finance, and facilities can each run their own queue, SLAs, and knowledge base while staying on one Desk365 account.

Yes. Desk365 is built for human resources and facilities use cases alongside IT, using the same ticketing, automation, SLA, and reporting tools applied to whichever department is using it. Each team can customize its own ticket fields and forms without affecting anyone else's setup.

Desk365 supports multiple custom ticket forms, custom fields, custom statuses, and custom roles, so each department can shape its own intake process around what it actually needs to collect. Automation rules can then be built separately for each form.

Yes. Desk365 connects to Jira through its API, and to Asana, Microsoft Planner, and Azure DevOps through Power Automate, so tickets can trigger or sync with work happening in those tools. Power BI is also supported through the API for teams that want to build their own dashboards.

Yes. A spreadsheet does not send reminders, assign an owner, or notify a requester when their item is done. Desk365 replaces that with a ticket for every request, an SLA clock, automatic assignment, and a status the requester can check for themselves in the support portal.

No. Each department gets its own custom ticket forms, fields, and automation rules, so HR's intake process does not have to look like facilities' intake process. What changes is that both now report through the same system instead of two disconnected ones.

Because departments share the same underlying platform, adding one is mostly a matter of creating its ticket forms, fields, and SLA policy rather than standing up new software. Migration assistance is included if a department is moving off spreadsheets or a separate tool.

Both are possible. Reports and dashboards can be filtered per department for that department's own use, or rolled up so operations leadership sees IT, HR, finance, and facilities performance together.

A custom ticket form and an automation rule can kick off a checklist the moment a new hire request comes in, routing the equipment request to IT, the desk setup to facilities, and the paperwork to human resources (HR) from one starting point instead of three separate emails.

Yes. Every vendor request becomes a ticket with its own thread, status, and owner, so a request does not depend on you remembering to follow up or dig back through old email.

Yes. Automation rules, canned responses, and a knowledge base take over most of the repetitive parts, so a single business admin can manage a request queue that would otherwise need a dedicated team.

Desk365's dashboards show every open ticket, its status, and how close it is to its SLA deadline, so nothing depends on your memory of what you asked for last week.

Yes, on the Plus plan and up. Change and approval management routes a request through a defined approval step, so you can see where it is stuck instead of re-sending the same email.

A knowledge base lets you write the answer once and point employees to it, or let them find it themselves through the support portal, instead of answering the same question by email every time.

No. The same ticketing, automation, and forms that IT uses for technical requests work equally well for facilities, supply orders, or new hire paperwork, since one department's setup does not affect anyone else's.

Automation rules can route a new request to the right person, canned responses answer repeat questions in a couple of clicks, and a knowledge base handles common questions without you personally answering each one.

Yes. Additional departments, custom forms, and agent seats can be added at any time, so the same account can expand from one person handling requests to a small team without switching tools.