--- title: "Desk360 Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Desk360 Software - reviews, pricing plans, popular comparisons to other Customer Communications Management products and more." source_url: "https://www.capterra.com/p/212006/Desk360/" page_type: "product" language: "en" --- # Desk360 Software Review 2026: Features, Integrations, Pros & Cons Last updated on September 22, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews) Desk360 ## What is Desk360? Desk360 is a cloud-based help desk software with a complete support with 360-degree customer view. You can manage all of your customer messages coming from 12 different channels on a single page. With the additional features like platform integrations, quick answers, auto-reply responses, SLA, full support history and so on, you can resolve all customer issues faster than ever. High efficiency, detailed reporting and always at the best prices! Discover Desk360 by starting a free trial today. ## What is Desk360 used for? [Help Desk](https://www.capterra.com/help-desk-software/)[Customer Communications Management](https://www.capterra.com/customer-communications-management-software/)[Customer Service](https://www.capterra.com/customer-service-software/) Top alternative Featured Overall rating Based on 14 user reviews Reviews sentiment Positive \- Neutral \- Negative \- Starting price $14 Flat Rate, Per Month Free trial available Includes Free Version Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Desk360?[Manage this product listing](https://www.g2.com/products/desk360/claim_requests/new?auto=true) ## Desk360 Overview Updated September 2026 AI summary Desk360 offers small businesses a cloud-based platform for managing customer communications across multiple channels, including email, live chat, and social media. It supports interaction tracking, workflow management, and content personalization, while also providing features like knowledge base management, feedback tools, and customizable branding. Optional capabilities include API access, autoresponders, batch messaging, and video support. ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Desk360 4.7 (14) VS. [4.5 (3,481)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting Price $14 Flat Rate, Per Month Starting Price $19 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.8 (14) Ease Of Use 4.5 (3,420) Value For Money 4.7 (13) Value For Money 4.4 (2,806) Customer Service 4.9 (13) Customer Service 4.5 (2,990) ## Desk360 alternatives Highest Rated [4.7 (1,789)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.4 (4,092)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [Hiver](https://www.capterra.com/p/142975/Hiver/) [4.7 (148)](https://www.capterra.com/p/142975/Hiver/reviews/) Starting price $55.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/142975/Hiver/) [NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/) [4.2 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/) Starting price $110.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 82% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/134775/inContact-Call-Center-Software/) ## FAQs about Desk360 Overview ### Which roles and teams benefit most from Desk360? Desk360 is most used by product managers, founders, and customer-facing commercial teams that need centralized support operations. Product and business teams use it to organize feedback, track issues, and improve service workflows, while sales, marketing, and growth leaders rely on it to manage customer conversations and maintain responsive engagement. Answer based on 14 reviews Overview ### What company size and specific industries is Desk360 built for? Desk360 is designed for small to mid-sized businesses that handle customer support across multiple communication channels. It suits companies in any industry that need a single place to manage customer requests, especially service teams that work with messages from several sources and want organized support operations. Features and Usability ### What are the key features of Desk360? Desk360 offers multi-channel communication, live chat, real-time chat, and video support for customer interactions. It also includes case management, ticket management, support ticket management, routing, SLA management, knowledge base management, reporting/analytics, customer complaint tracking, and survey and feedback tools. ## Features AI summary Based on 4,384 Customer Communications Management reviews Capterra data shows that buyers of Customer Communications Management rank the following features as their top priorities: - **SMS Messaging** (**57%** of reviewers rated this feature as critical) - **Chat/Messaging** (**42%**) - **Multi-Channel Communication** (**34%**) Desk360 includes **Chat/Messaging** and **Multi-Channel Communication**, giving teams a central way to manage customer conversations across channels and respond more efficiently. However, it does not offer **SMS Messaging**. These features help businesses keep communication organized, maintain faster response times, and provide teams with better visibility into customer interactions across touchpoints. Multi-Channel Communication 5.0 (3) 100.00% of 3 reviewers that rated this feature as important or highly important Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Dashboard 3.7 (3) 100.00% of 3 reviewers that rated this feature as important or highly important Assembly of graphs and charts for visualizing and tracking statistics/metrics Knowledge Base Management 4.7 (3) 33.33% of 3 reviewers that rated this feature as important or highly important Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Reporting/Analytics 3.7 (3) 66.67% of 3 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Multi-Channel Data Collection 2.5 (2) 50.00% of 2 reviewers that rated this feature as important or highly important Collect information from multiple sources Support Ticket Management 3.0 (2) 50.00% of 2 reviewers that rated this feature as important or highly important Allow customers/users to submit support queries and service requests Desk360 53 features ### All Features - Alerts/Escalation: System alerts about the need to escalate an issue or request - API: Application programming interface that allows for integration with other systems/databases - Autoresponders: Create and automatically send premade copy in response to customer messages - Batch Communications: Send messages, notifications, or documents to an entire customer base at the same time - Canned Responses: Shortcuts for inputting frequently used messages - Case Management: Work on a set of tasks related to a particular charge, patient, legal issue or any other complex entity or process - Chat/Messaging: Communicate using direct chat or messages within the system - Complaint Monitoring: Obtain, monitor, and review customer feedback/complaints relating to products and services to improve customer satisfaction - Content Management: Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving - Customer Complaint Tracking: Track customer complaints from initiation through resolution - Customer Database: A collection of customer information such as contact details, demographics, previous interactions, etc. - Customer Segmentation: Process of dividing customers into groups based on common characteristics - Customizable Branding: Add customized logos and colors to align with company branding - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Email Management: Manage, store and organize emails within the system or via third-party apps - Feedback Management: Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service - File Sharing: Public or private sharing of digital files such as documents, audio/video, images, and more - Forms Management: Store, manage and track all forms in a centralized location - Interaction Tracking: Track interaction history by documenting conversations for contacts - Issue Tracking: Record and follow the progress of every issue - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Knowledge Management: Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills - Live Chat: Ability to chat online in real time - Macros/Templated Responses: Templated responses for responding quickly to recurring support requests - Mobile Access: Access software remotely via mobile devices - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-Channel Data Collection: Collect information from multiple sources - Negative Feedback Management: Identify, track, and respond to negative feedback - Notifications: Reliably and visibly notifies the desired audiences of the latest product updates and directs them to the relevant documentation. - Offline Form: Form to collect visitor contact information when live chat isn't available - On-Demand Communications: Generate personalized communications upon request to meet customer needs - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Personalization: Adjust communications based on previous interactions or personal preferences - Proactive Chat: Copy on the page or chat window encouraging the user to engage with the chat option - Quality Assurance: Systematic evaluation of various aspects of a project or service to prevent defects or issues - Queue Management: Monitor wait time and abandonment for incoming requests that have not been routed - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Routing: Plan daily routes to optimize employee scheduling and provide directions - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - Social Media Monitoring: Track activity on sites such as Facebook, Twitter, Instagram, etc. - Support Ticket Management: Allow customers/users to submit support queries and service requests - Survey/Poll Management: Create and administer polls and surveys - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Template Management: Create, save, and re-purpose templates for emails, forms, etc. - Text Analysis: Process of extracting and classifying information from text, such as tweets, emails, product reviews, etc - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues - Transcripts/Chat History: View messages sent by both parties during the chat conversation - Transfers/Routing: Transfer queries and organize messages between agents - Video Support: Supports various video file formats - Workflow Management: Create, design and manage workflows for repetitive tasks --- Get Advice We can help you find the software with the features you need. Features 4.6 (14) 4.6 Based on 14 reviews ## Pricing Value for money 4.7 (13) Free Trial Free Version Basic $14.00 Flat Rate,Per Month Value for money 4.7 (13) 4.7 Based on 13 reviews Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.9 (13) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.9 (13) 4.9 Based on 13 reviews ## User reviews Overall rating 4.7 Based on 14 reviews Filter by rating 5(10) 4(4) 3(0) 2(0) 1(0) Mentioned topic Sorted by most recent Bahar U. Product Manager Computer Software ### "It really helps me to check and follow all the report tickets in an efficient way." 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 January 3, 2022 I can optimize the time that I spend on solving problems that users face, and also, thanks to Desk360, we as the Customer Support team can provide some critical data to our Product team about our users' pain points. Pros I love that you can create quick answers for the most common and frequently asked questions so that you don't have to write same answers to the same questions all the time. That way, you save time, and Desk360 allows you to keep those quick answers in different languages for a specific question. Therefore, if you are operating in different countries and languages simultaneously, it is perfect for you. Cons I wish once a user that has already created a report ticket creates a new report ticket again, those two tickets were looking related to each other in the system. Therefore, I would just know if it's user's first time asking something or not, etc. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reasons for choosing Desk360 We decided that Desk360 can help us more when we reach our growth goals in terms of the user base, country openings, etc., thanks to its ease of use. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. BB Bayca B. Business Development Manager Information Technology and Services ### "Desk360 Review " 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 July 6, 2021 Pros Customer support is amazing! Great job :) Cons Would be great If we can add LinkedIn as a new channel. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Selim D. Head of Sales Hospital & Health Care ### "Good Value for Money" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 July 2, 2021 The customer support & service is great! Haven't used it much yet but hoping to expand the usage in the future Pros I have been trying this product to unify my chatboxes for customer support and it is very easy to use Cons It's a bit pricy but they offerred me almost 3 months of free usage just because I wanted to try before I bought so that was great Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AN Anonymous User Founder Internet ### "Desk360 can make things easier" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 7/10 July 1, 2021 I liked desk360. SaaS is useful and functional. All digital channels together with desk360. The dashboard is very important for social media management tools. Desk360 is simple. Reporting is good. I think it might be a good choice. Pros useful, functional, simple, and plain It has many features. Cons price, extra features for free, should be developed in the future. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. AN Anonymous User Growth Marketer Sports ### "Great experience so far" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 0.0 0.0 Likelihood to Recommend 8/10 June 30, 2021 Pros Easy to use for an extensive overview of your business Cons UI could be improved in order to show more insights at a single look Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. EE Emre E. Business Analyst Information Technology and Services ### "Desk360 is a go-to helpdesk for all businesses!" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 June 30, 2021 Pros Multiple channel support. Easy to integrate. Cons There could be more breakdowns in reports. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Gokhan U. CoFounder Mental Health Care ### "100% Deserves A Good Rating" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 May 11, 2021 After we start using Desk360, we have become more responsive to the client requests, we are now able to respond rapidly to the requests and questions coming from the clients. Pros Desk360 combines all platforms which we have a client touch, in one simple yet effective dashboard. It is more than easy to implement ( it took just 20mins for me to finalize all the implementation process for more than 6 channels) You can easily manage all the client touchpoints, quickly answer the requests of clients which develops the brand value and customer satisfaction. Cons I really like this product. The only think I might point out as a kind of a cons is limited platform support of the sdk when you want to implement the in-app client management module. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor May 17, 2021 Thank you so much! :) HC Harun C. Co-Founder Information Technology and Services ### "Desk360 Membership" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 April 6, 2021 Desk360 helped us to manage user reviews and needs in a simple and faster way. In summary, Desk360 enabled us to see the big picture in user relations and to save time. Pros Desk360 is a practical and useful service. As Viyatek team, we experienced to satisfy our user requests easier and faster with Desk360. It's user-friendly interface provided us to see the bigger picture in a simple way so that we easily detected our user needs and problems. Cons We have not detected any issue that needs to be improved so far. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AN Anonymous User Procurement Manager Chemicals ### "Great platform for providing customer support" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 March 17, 2021 Overall experience is quite good. Pros It's really easy to set-up and they don't send you documentation links for pages when you need help. The team is very helpful and they make sure that the process goes very smooth. Cons The lack of SLA management really bums me out, but they told me the feature will be coming soon on april 2021, so I decided to wait for it instead of switching to any other solution. Alternatives considered [Help Scout](https://www.capterra.com/p/136909/Help-Scout/) [HelpDesk](https://www.capterra.com/p/185973/HelpDesk/) Reasons for choosing Desk360 Lower costs and very eager team Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Oguz B. Marketing Utilities ### "Great Customer Support Solution" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 March 8, 2021 Desk360 is really efficient to give support to customers. I believe it's relatively new on the market, especially when we compare it to the other alternatives, but I'm sure they will be one of the top leaders in no time because the team is very eager to do so. nil Pros Desk360 can be integrated into many communication channels such as Instagram, Facebook, Twitter, WhatsApp, Live Chat, Email, App Store, Web Form, and so on. In fact, if you have a mobile app Desk360 is really a gem. Cons Social media integrations are few, for instance, I would like to integrate my Linkedin account into Desk360. I'm sure other people want to have those too Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/212006/Desk360/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.