--- title: "Desk365 Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Desk365 Software - reviews, pricing plans, popular comparisons to other Help Desk products and more." source_url: "https://www.capterra.com/p/237485/Desk365/" page_type: "product" language: "en" publication_date: "2026-10-21" --- # Desk365 Software Review 2026: Features, Integrations, Pros & Cons Last updated on October 21, 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)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Desk365 ## What is Desk365? Desk365 is an AI-powered ticketing system for teams of all sizes. The Desk365 platform empowers agents to enhance productivity, automate workflows, and deliver exceptional customer experiences. Built for and by IT experts, our helpdesk is robust with features the cover the entire customer experience spectrum. • Shorten the learning curve with easy-to-use features like Knowledge base, SLAs, Round Robin. • Empower agents with advanced features like AI-Agent, Approval and Change management, IT Asset Management, and Automations. • Solve support requests across every channel your customers are on with an omni-channel approach. What’s more? With out-of-the-box integrations, powerful reporting, and in-built collaboration, your support team is sure to be unstoppable. ## What is Desk365 used for? [Help Desk](https://www.capterra.com/help-desk-software/)[Knowledge Base](https://www.capterra.com/knowledge-base-software/)[IT Asset Management](https://www.capterra.com/it-asset-management-software/) Top alternative Featured Overall rating Based on 13 user reviews Reviews sentiment Positive \- Neutral \- Negative \- Starting price $12 Per User, 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 Desk365?[Manage this product listing](https://www.g2.com/products/desk365/claim_requests/new?auto=true) ## 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. ### Desk365 4.9 (12) VS. [4.4 (4,116)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price $12 Per User, Per Month Starting Price $115 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.8 (12) Ease Of Use 4.3 (3,636) Value For Money 4.8 (12) Value For Money 4.2 (2,688) Customer Service 4.9 (12) Customer Service 4.3 (2,796) ## Desk365 alternatives [4.5 (805)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars [4.5 (3,494)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars Highest Rated [4.7 (1,788)](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 [4.5 (528)](https://www.capterra.com/p/107225/SysAid/reviews/) Starting price $89.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/237485/Desk365/alternatives/) ## FAQs about Desk365 Overview ### Which roles and teams benefit most from Desk365? Desk365 is most used by IT managers, system administrators, Microsoft 365 engineers, and IT support teams handling service requests, user issues, and network administration. Business analysts, quality assurance staff, and operations managers use it to track tickets and coordinate follow-ups, while clinical and web teams manage internal support needs. Answer based on 12 reviews Overview ### What company size and industries is Desk365 built for? Desk365 is built primarily for small businesses in Information Technology and Services, which account for 83% and 17% of reviewers, respectively. It also serves enterprise and midsize organizations, each representing 8% of reviewers, with Automotive and Biotechnology each at 8%. Its reported use case is help desk support for 100% of reviewers. Answer based on 12 reviews Features and Usability ### What are the key features of Desk365? Desk365 offers ticket management, workflow automation, and automated routing for handling support requests. It also includes a self service portal, knowledge base management, and multi-channel communication, plus SLA management, alerts and escalation, reporting and analytics, access controls/permissions, and third-party integrations. Pricing ### How much does it cost and what fees or limitations are included? Desk365 starts at $12 per user per month for the Standard plan, with Plus at $22 and Premium at $32. A free version and free trial are available. Standard includes canned responses, custom fields, and a knowledge base; Plus adds AI tools and CSAT surveys. Integrations ### Which third-party tools and platforms does Desk365 integrate with? Desk365 connects natively to Microsoft 365, Microsoft 365 Copilot, Microsoft Azure, Microsoft Power Automate, and Microsoft Teams. These Microsoft integrations cover collaboration, identity, automation, and productivity workflows, giving Desk365 a focused connection set for organizations already using the Microsoft ecosystem. Getting Started and Support ### What training and onboarding options does Desk365 offer? Desk365 provides live online training and documentation to help teams get started. Live online sessions support guided setup and questions in real time, while documentation offers written reference material for self-paced review of features and steps. Getting Started and Support ### What customer support options does Desk365 offer? Desk365 provides Email/Help Desk, FAQ/Forum, and a Knowledge Base for customer support. With no reviewer feedback available about support experiences, user satisfaction, response speed, and helpfulness cannot be assessed from the catalog data. ## Features AI summary Based on 5,135 Help Desk reviews Capterra data shows that buyers of help desk software rank the following features as their top priorities: - **Ticket Management** (**55%** of reviewers rated this feature as critical) - **Support Ticket Management** (**49%**) - **Real-Time Notifications** (**39%**) Desk365 supports all three of the features reviewers rate most highly: **Ticket Management**, **Support Ticket Management**, and **Real-Time Notifications**. Together, these capabilities help businesses organize incoming requests, track support issues clearly, and keep teams updated as cases change, allowing teams to respond faster and maintain more consistent customer service. Ticket Management 4.9 (10) 80.00% of 10 reviewers that rated this feature as important or highly important Track, manage, or resolve user requests and IT incidents/issues Access Controls/Permissions 4.9 (9) 66.67% of 9 reviewers that rated this feature as important or highly important Define levels of authorization for access to specific files or systems Automated Routing 4.8 (9) 55.56% of 9 reviewers that rated this feature as important or highly important Tickets are automatically assigned to specific agents based on predefined rules Alerts/Escalation 4.9 (8) 62.50% of 8 reviewers that rated this feature as important or highly important System alerts about the need to escalate an issue or request Self Service Portal 4.9 (8) 50.00% of 8 reviewers that rated this feature as important or highly important Online portal through which end users can access the system, manage tasks, or obtain information Knowledge Base Management 4.7 (3) 66.67% 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 Desk365 34 features ### All Features - Access Controls/Permissions: Define levels of authorization for access to specific files or systems - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - 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 - Asset Tracking: Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Change Management: Track and monitor efficient handling of all changes/transitions - Customer Database: A collection of customer information such as contact details, demographics, previous interactions, etc. - Customizable Branding: Add customized logos and colors to align with company branding - Customizable Fields: Customize data fields to support various needs and use cases - Data Import/Export: Import and export data to and from software applications - Email Templates: Pre-made examples and templates for emails - Inventory Management: Track and manage inventory levels to maintain proper supply - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Macros/Templated Responses: Templated responses for responding quickly to recurring support requests - Mobile App: Access the system via a mobile application - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - 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 - Prioritization: Arrange tasks based on the level of priority or urgency - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Real-Time Notifications: Notifications that are delivered to users as soon as an event occurs - Reporting: Empower brands with an intelligent reporting tool and dashborads to provide visibility into number of viewers, likes, number of asked questions, and chat entries, total number of clicks, CTR, and entire stream health - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Secure Data Storage: Securely stores data to prevent data loss or breaches - 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 - Single Sign On: Allow users to access multiple services after entering their login credentials once - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues - Workflow: Offers workflows to process Data Subject Access Requests to enable multiple departments to assist when complying with user access and deletion requests. - Workflow Automation: Streamlining repetitive tasks and activities through automated and predefined workflows - 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 (12) 4.6 Based on 12 reviews ## Pricing Value for money 4.8 (12) Free Trial Free Version [View pricing plan details](https://www.capterra.com/p/237485/Desk365/pricing/) STANDARD PLAN $12.00 Per User,Per Month It includes: - Workflow Automation - SLA Reminders & Escalations - Canned Responses - Microsoft Teams Ticketing - Email Ticketing system - Support Portal - Web Form, Web Widget - Knowledge Base - Custom Ticket Fields & Status - Custom Ticket Forms - Custom Domain - Custom Roles - Custom Reports - Custom Email Templates - Custom Helpdesk Language - MFA - Custom Password Policies PLUS PLAN $22.00 Per User,Per Month It includes: - ‘Share To’ Tickets - Time Tracking - Tasks To Do - Advanced Ticket Fields - Scheduled Reports - Microsoft Entra ID Sync - Time Based Automations - Multiple Business Hours - CSAT Surveys - Ticket Closure Rules - AI - Agent add-on - Company Managers - Scheduled Exports - Multiple Dashboards - Multilingual Helpdesk - Draft Replies with AI - AI - Summarize Tickets - AI - Generate KB Article - Change/Approval Management - Round Robin Ticket Assignments - Load Based Ticket Assignments - Ticket Watchers PREMIUM PLAN $32.00 Per User,Per Month It includes: - Software Management - Product Inventory - Vendors - Depreciation - PII and PHI Controls - Data Redaction - HIPAA Compliance - Encrypted Field Logs - Custom Contact Fields - Custom Company Fields - Custom Departments - Scheduled Ticket Creation - Custom Password Policies - Asset Management - Contact Management - Advanced Encryption - Asset Lifecycle Management Value for money 4.8 (12) 4.8 Based on 12 reviews ## Integrations [ Microsoft 365](https://www.capterra.com/p/227157/Microsoft-365/)[ Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/)[ Microsoft Azure](https://www.capterra.com/p/16365/Azure/)[ Microsoft Power Automate](https://www.capterra.com/p/227210/Microsoft-Power-Automate/)[ Microsoft Intune](https://www.capterra.com/p/230703/Microsoft-Endpoint-Manager-MEM/)[ Microsoft 365 Copilot](https://www.capterra.com/p/10015330/Microsoft-Copilot/) 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 (12) 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 (12) 4.9 Based on 12 reviews ## User reviews Overall rating 4.9 Based on 13 reviews Filter by rating Counts reflect reviews available in this feed. 5(12) 4(1) 3(0) 2(0) 1(0) Mentioned topic Recent reviews first, then most helpful Saw D. 5.0 November 6, 2026 AI summary based on a full review Desk365 effectively organizes support requests and improves communication, which helps in resolving IT issues more quickly. A limitation is that the asset management features are not included in every plan, which could be beneficial for some users. Log in to unlock the full review, detailed ratings, and pros & cons RE Reviewer Business Analyst Used the software for: Less than 1 year ### "Siphosethu Desk365 Review" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 10/10 August 11, 2023 Pros Being able to build in your own automations Cons The Reporting of desk 365 is very basically and could use a little more dynamic components 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. RE Reviewer Quality Assurance Used the software for: Less than 1 year ### "A very easy and complete platform!" 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 March 1, 2024 10/10 tool! It was very simple setup. Excelent support from Kani. The trial is quite good to test all the features (it has a lot of them) Pros A lot of customization possibilities and very easy to understand and use. Very good support by the team of desk365 Fair price. Operability with Microsoft Teams almost 100% Cons Lack of languages change on the agent portal. No attachment field to customize forms No agent portal on teams. 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. RG Ryan G. Advanced Clinical Applications and Analytics Coordinator Used the software for: 1-3 years ### "Desk 365---Integrated O365 Help Desk---Like it was designed by an IT professional" 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 February 24, 2023 Most positive and seamless implementation I've ever had. Pros It integrates with O365. New features (weekly!). Terrific (and I mean terrific) customer service. Have a good idea for a feature? You might see it in a month--seriously that's a realistic turn around a good feature add. They are sensitive and responsive to feedback. Very easy implementation, intuitive dashboard for agents and users--and it ties in tight with O365 and Teams. Cons I don't have any cons other than I wish we would have found it sooner. 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. RE Reviewer Microsoft 365 Engineer Used the software for: 1-3 years ### "Desk365 review" 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 March 2, 2023 tracking issues for users Pros Ease of usability and updates are frequent. Cons the software does everything we need. Desk365 is quick on releasing updates for features. 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. RE Reviewer Junior IT Executive Used the software for: Less than 1 year ### "Easy to Use" 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 March 10, 2023 Pros It's so easy to use and configure due to the simple interface. In addition, it's also cheaper compared to other ticketing system in the market. Not the mention the amazing functions provided and the fast responses from Desk365 support team. The development team also very attentive to our request and suggestion. Cons Would be nice if you can notify us regarding some critical changes. Previously we've encountered some critical changes such as minimum ticket field and contact fields appear on user forms. 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. RE Reviewer Sys Admin Used the software for: Less than 1 year ### "Desk365 - A powerful helpdesk solution" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 February 27, 2023 Pros I like that there is some sort of API integration which really helps with the processes we have established at our business so far. I also love the teams integration as this is our primary source of communication. Cons I think the notifications and templates can be greatly improved. This was a strong suite in our last helpdesk and was the better part of it. Desk365 has come along way and I know they are working on these features. 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. VR Verified Reviewer Asst.Manager Used the software for: Less than 1 year ### "Review for Desk365" 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 April 24, 2023 Pros User friendly.Easy to use.Admin configuration makes easy.As we are very much using MS teams, Desk365 is the best solution we got for IT support. Cons Some of the features are yet to be developed. 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. RE Reviewer Web Master Used the software for: Less than 1 year ### "Great Ticketing System" 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 August 14, 2023 Excellent. Desk365 support helped us implement it. They took our suggestions to make the product better and have implemented several of them. very responsive. Pros The ease of use. Teams integration. Customer support. Cons There is nothing about this product I do not like. 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. RE Reviewer IT-Support / System- & Networkadministrator Used the software for: Less than 1 year ### "The Helpdesksystem, everyone should know about" 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 February 23, 2023 Pros Performance, Support, Easy-to-use.The Performance is incredible - one of the fastest Helpdeskyystems i have ever worked with. The Support is just amazing. Any inquiries will be answered quickly and professionally. Easy-to-use: almost no one, from our ~100 employees, needed any training. It's self-explanatory. Cons We haven't experience anything we don't like. 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/237485/Desk365/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. Popular comparisons [Freshdesk vs Desk365](https://www.capterra.com/compare/124981-237485/Freshdesk-vs-Desk365)