Desk365 Review (2026): Microsoft Teams Help Desk and Ticketing Software

AI-powered Microsoft Teams helpdesk and ticketing system for modern IT teams

Updated June 21, 2026

By James Han · How we review

4.3 MAQTOOB rating

Our Verdict

Desk365 is a simple help desk option for teams that want ticketing close to Microsoft Teams. It covers email support, Teams-based ticket handling, a support portal, web forms, automation, SLAs, knowledge base, reporting, and AI add-ons without starting from a heavy service desk rollout.

Use the trial with real ticket categories, Teams workflows, agent roles, portal settings, SLAs, and AI credits. It is not ideal if your company needs a large ITSM suite, deep ecommerce order context, or a communications platform rather than ticketing. Look at Zoho Desk or Customerly first.

A good fit if you

  • Microsoft Teams users turning messages and requests into tickets.
  • Support teams building a customer portal and knowledge base.
  • Managers adding SLAs, reports, automations, and agent roles.
  • Small teams that want a free fallback after trial.

Look elsewhere if you

  • Ecommerce stores that need Shopify or WooCommerce order actions inside support.
  • Companies that need PBX, call routing, or SIP service instead of ticketing.
  • Large IT teams requiring full ITSM, change, and asset processes across many departments.
Next step: write down the problem you need solved, check the pricing details, test one real workflow, then compare alternatives before you pay.

What Is Desk365?

Desk365 is a help desk platform with email ticketing, Microsoft Teams ticket workflows, support portal, web forms, widgets, automations, SLAs, knowledge base, reports, asset management on higher tiers, and AI Agent add-ons.

The official pricing page publishes Standard, Plus, and Premium annual prices, a 21-day free trial, a lifetime free plan, and AI Agent credit pricing.

Desk365 Pros and Cons

Pros

  • Teams-friendly workflow — Desk365 emphasizes Microsoft Teams ticket management and support workflows.
  • Email and Teams ticketing — Check email ticket creation, Microsoft Teams workflows, assignments, and agent notifications.
  • Portal and web forms — Review support portal, web widget, web forms, custom domains, forms, statuses, and languages.
  • Automation and SLAs — Test workflows, assignment rules, time-based automations, SLA policies, and closure rules.
  • Asset and inventory features — Check asset lifecycle, software management, product inventory, vendors, and depreciation.

Cons

  • Not ecommerce-specific — Order data, returns, and storefront actions are not the main focus.
  • Poor fit for Shopify or WooCommerce order actions inside support — Ecommerce stores that need Shopify or WooCommerce order actions inside support.
  • Not for PBX, call routing, or SIP — Companies that need PBX, call routing, or SIP service instead of ticketing.
  • Poor fit for full ITSM, change, and asset processes across many departments — Large IT teams requiring full ITSM, change, and asset processes across many departments.
  • Setup can shape the outcome — Queues, routing, macros, permissions, and reporting need design before the tool feels smooth.

Key Features

Feature What to check Plan fit / purchase note
Email and Teams ticketing Check email ticket creation, Microsoft Teams workflows, assignments, and agent notifications. Plan fit: Standard covers core ticketing.
Portal and web forms Review support portal, web widget, web forms, custom domains, forms, statuses, and languages. Plan fit: portal depth grows across tiers.
Automation and SLAs Test workflows, assignment rules, time-based automations, SLA policies, and closure rules. Plan fit: Plus adds more control.
Asset and inventory features Check asset lifecycle, software management, product inventory, vendors, and depreciation. Plan fit: Premium is the asset-focused tier.
AI Agent add-on Estimate AI credits, draft replies, ticket summaries, KB article generation, and deployed AI agents. Plan fit: add-on credits should be planned before rollout.

Who Uses Desk365 — and For What

Microsoft Teams users turning requests into tickets

Use Desk365 when employees already work in Teams and need requests tracked as tickets.

Standard or Plus.

Support teams publishing a portal

Use the portal, web forms, widgets, and knowledge base to move repeated questions out of email.

Standard or higher.

Managers enforcing SLAs and assignments

Use automations, round-robin assignment, load-based assignment, and reports to keep work moving.

Plus.

Small teams staying below free ticket volume

Use the free plan after trial if support volume is light and feature needs are limited.

Free Plan up to 50 tickets/month.

Pricing

Plan or option public price Trial / free-plan detail
Free Plan $0; up to 50 tickets/month Lifetime free plan begins automatically after trial if users do not upgrade.
Standard $12/agent/month billed annually Start Your free trial option shown.
Plus $22/agent/month billed annually Adds approval/change workflow, assignment automation, and more controls.
Premium $32/agent/month billed annually Adds scheduled tickets, asset management, software management, inventory, and more.
AI Agent Add-on $50 per 1,000 credits Limited free credits are included on some paid tiers.
Trial 21-day free trial; no credit card required Official FAQ says all features are available during trial.

Source: Official pricing page.

Free plan: Desk365 offers a lifetime free plan for up to 50 tickets per month after trial. Free trial: Desk365 offers a 21-day free trial with no credit card required. Users should confirm annual billing, AI Agent credits, ticket volume, Teams workflow needs, and asset features before subscribing.

Prices checked 2026-06-17 against official product sources.

Integrations

Desk365 should be checked around Microsoft Teams, Outlook or email inboxes, support portal domains, web widgets, web forms, knowledge base content, Microsoft identity, agent roles, SLA rules, ticket assignment, reports, asset records, software inventory, AI Agent credits, and any customer portal branding requirements.

Getting Started: What Implementation Actually Takes

Start by connecting the support inbox and Microsoft Teams, then create a few real categories, SLAs, agent roles, portal forms, and knowledge base articles. Use the 21-day trial to test assignments, reports, AI credits, and the free-plan fallback before upgrading.

What Users Say

G2 4.9/5 · 32 reviews Capterra 4.9/5 · 12 reviews Software Advice 4.9/5 · 12 reviews

What works well

  • Users praise Desk365 for ease of use, setup and onboarding and reporting and analytics.

What gets frustrating

  • Complaints or cautions tend to center on integration setup.
MAQTOOB take: Desk365 should be tested inside the channels the team already uses. If Teams ticket creation, portal workflows, SLAs, and AI credits behave well in the trial, the public free plan and agent pricing make the next step clear.

Top Desk365 Alternatives

  • Choose Zoho Desk if You want broader help desk editions, Zoho CRM connections, and a free three-user plan.
  • Choose Customerly if You want live chat, AI support, help center, and customer engagement together.
  • Choose Gorgias if You need ecommerce order context and Shopify-centered support workflows.
  • Choose Freshdesk if You are comparing a larger help desk ecosystem with many support channels.

Frequently Asked Questions

Does Desk365 have a free plan?

Yes. The official pricing page says Desk365 offers a lifetime free plan for up to 50 tickets per month.

Does Desk365 have a free trial?

Yes. Desk365 offers a 21-day free trial with no credit card required.

Does Desk365 publish pricing?

Yes. The official page shows Standard at $12, Plus at $22, and Premium at $32 per agent/month billed annually.

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