Desk365

Desk365 is a Help Desk platform for managing customer-support requests and internal IT issues. It centralizes tickets from Microsoft Teams, email, web widgets, embedded forms, and a customer portal in a unified agent inbox.

Key Capabilities

• Ticket management: Agents can organize requests using custom fields, forms, views, departments, tasks, canned responses, watchers, and configurable agent roles.
• Routing and service levels: Rule-based and round-robin assignment distributes tickets among agents and groups. Service-level agreement (SLA) monitoring provides reminders for approaching deadlines and records violations.
• Workflow automation: Macros can run when tickets are created or updated, using ticket fields, customer properties, keywords, and events as conditions.
• AI assistance: Desk365 includes a support Agent that can answer routine questions or escalate complex requests. Its Copilot drafts replies, summarizes ticket histories, suggests knowledge content, and converts resolved tickets into draft knowledge-base articles.
• Omnichannel support: Customers can create and update tickets through Microsoft Teams, email, web widgets, web forms, and the support portal.
• Self-service: Internal and customer-facing knowledge bases support article review, publishing, version history, and separate content collections for different brands.
• IT service management: IT Service Management (ITSM) functions include sequential and non-sequential approvals, change-management processes, and asset records linked to users and tickets.
• Asset tracking: IT Asset Management features track hardware, software, consumables, vendors, depreciation, ownership, and lifecycle information.
• Microsoft integrations: Desk365 supports ticket handling in Microsoft Teams, user and department synchronization through Microsoft Entra ID, workflow connections through Power Automate, and access through Microsoft 365 Copilot.
• Reporting: Custom reports and dashboards cover ticket trends, agent response and resolution times, time tracking, workload, and customer satisfaction surveys.
• Security and administration: Available controls include single sign-on, allowed-domain restrictions, role-based access, and protected fields for personally identifiable information and protected health information.
• Extensibility: APIs, webhooks, and a Power Automate connector support integrations with external applications.

Audience & Use Cases

• Audience: Customer-support teams, IT service desks, human resources teams, facilities departments, and other internal service teams.
• Use cases: Managing customer inquiries, handling employee service requests, enforcing response targets, automating ticket assignment, maintaining support knowledge, approving operational changes, and tracking assets associated with users and incidents.