--- title: "Microsoft 365 Help Desk Ticketing System Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Microsoft 365 Help Desk Ticketing System Software - reviews, pricing plans, popular comparisons to other Help Desk products and more." source_url: "https://www.capterra.com/p/255311/Microsoft-365-Help-Desk-Ticketing-System/" page_type: "product" language: "en" --- # Microsoft 365 Help Desk Ticketing System Software Review 2026: Features, Reviews, Integrations, Pros & Cons Last updated on August 20, 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) Microsoft 365 Help Desk Ticketing System ## What is Microsoft 365 Help Desk Ticketing System? Centralized internal help desk software that allows businesses to manage, track, and resolve issues using Microsoft 365. ## What is Microsoft 365 Help Desk Ticketing System used for? [Help Desk](https://www.capterra.com/help-desk-software/) Top alternative Featured Overall rating Based on 0 user reviews Reviews sentiment Positive \- Neutral \- Negative \- Starting price $49 Per User, One Time Free trial not available Free version not included 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 Microsoft 365 Help Desk Ticketing System?[Manage this product listing](https://www.g2.com/products/microsoft-365-help-desk-ticketing-system/claim_requests/new?auto=true) ## Microsoft 365 Help Desk Ticketing System Overview Updated August 2026 AI summary Microsoft 365 Help Desk Ticketing System offers small and midsize businesses a cloud-based solution for managing support requests. Covering essential help desk functions, it features ticket management, automated routing, knowledge base tools, and workflow management. The system supports customizable branding, access controls, data import/export, and real-time notifications, with integration capabilities and reporting to aid support teams. ## 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. ### Microsoft 365 Help Desk Ticketing System 0.0 VS. [4.5 (3,481)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting Price $49 Per User, One Time Starting Price $19 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 0.0 (0) Ease Of Use 4.5 (298) Value For Money 0.0 (0) Value For Money 4.4 (294) Customer Service 0.0 (0) Customer Service 4.5 (297) ## Microsoft 365 Help Desk Ticketing System alternatives [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 [4.6 (798)](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 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 [4.5 (522)](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 ## FAQs about Microsoft 365 Help Desk Ticketing System Features and Usability ### What are the key features of Microsoft 365 Help Desk Ticketing System? Microsoft 365 Help Desk Ticketing System offers ticket management, support ticket management, and automated routing for handling requests, plus prioritization and workflow management for case handling. It also includes a self service portal, knowledge base management, email management and email templates, reporting/analytics, activity tracking, and access controls/permissions. Getting Started and Support ### What training and onboarding options does Microsoft 365 Help Desk Ticketing System offer? Microsoft 365 Help Desk Ticketing System provides in person training and live online sessions to help teams get started. In person training supports face-to-face instruction and setup guidance, while live online sessions offer remote, instructor-led learning for teams that prefer virtual onboarding. Getting Started and Support ### What customer support options does Microsoft 365 Help Desk Ticketing System offer? Microsoft 365 Help Desk Ticketing System provides Email/Help Desk and Phone Support. Support is described only through these channels in the catalog, so no user feedback is available to gauge response times, helpfulness, or common frustrations. ## 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%**) Microsoft 365 Help Desk Ticketing System supports all three of the features reviewers consider most important: **Ticket Management**, **Support Ticket Management**, and **Real-Time Notifications**. Together, these capabilities help businesses organize incoming requests, track support issues through resolution, and keep teams updated as changes happen, allowing teams to respond faster and manage service workloads more effectively. 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 Automated Routing Tickets are automatically assigned to specific agents based on predefined rules CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Customizable Branding Add customized logos and colors to align with company branding Customizable Fields Customize data fields to support various needs and use cases Microsoft 365 Help Desk Ticketing System 19 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 - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system - 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 Management: Manage, store and organize emails within the system or via third-party apps - Email Templates: Pre-made examples and templates for emails - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Prioritization: Arrange tasks based on the level of priority or urgency - Real-Time Notifications: Notifications that are delivered to users as soon as an event occurs - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Support Ticket Management: Allow customers/users to submit support queries and service requests - 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 Management: Create, design and manage workflows for repetitive tasks --- Get Advice We can help you find the software with the features you need. ## Pricing Basic $49.00 Per User,One Time 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 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 ## 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.