Desk365

Overview

Desk365 is a helpdesk for teams handling customer support and internal IT in one workspace, with Microsoft Teams and AI tools alongside ticketing. It suits teams that want those workflows connected; the main trade-off is that the free plan stops at 50 tickets a month, while asset management and HIPAA compliance require Premium.

Requests can arrive by email, Microsoft Teams, a support portal, web forms or web widgets. A knowledge base, employee portal, approval workflows and SLA management make it more than a shared inbox, though teams needing asset management must budget for the top tier.

Desk365 was founded in 2020 and is headquartered in Union City, California. Its copyright holder is Kani Technologies Inc.

Key features

Ticketing and AI

Multiple intake channels let customers and employees submit requests through familiar routes. AI Copilot can draft or translate replies, summarize tickets and create knowledge base articles, useful for reducing routine writing work. AI Agents can answer customer questions and escalate them as tickets. Their credits are usage-based; Plus and Premium include limited free credits, so teams expecting substantial automated handling should account for ongoing usage rather than assume it is unlimited.

IT service management and integrations

Asset lifecycle management and change or approval management bring IT service workflows into the helpdesk. But asset management is reserved for Premium, making Desk365 less attractive to buyers who need that capability on a tighter budget. Integrations or connection methods include Microsoft Teams, Microsoft Entra ID, Microsoft 365 Copilot, Power Automate, Power BI, Jira, Asana, Microsoft Planner, Azure DevOps and Microsoft Intune.

Security and support

Desk365 states that it is GDPR compliant, uses TLS 1.2 or higher in transit and AES-256 encryption for stored data. SOC 2 Type II compliance is included on paid plans; HIPAA compliance is limited to Premium. Customer data is hosted in AWS data centers in the United States and European Union, while Microsoft Teams bots run on Azure. Each paid tier includes 24×7 email support and migration assistance; Plus and Premium also include a Customer Success Manager.

Pricing

The free plan costs 0.00 USD and is described as lifetime free. It begins automatically after the 21-day trial and allows up to 50 tickets per month, a sensible fit for a solopreneur or personal project but too restrictive for a busy support queue.

Paid prices are billed annually: Standard is $12 a month, Plus is $22 a month and Premium is $32 a month. Standard includes 200 GB of attachment storage, Plus 500 GB and Premium 1 TB. Plus and Premium include limited free AI Agent credits, and add a Customer Success Manager to the paid-plan support and migration assistance. Premium is the only tier with asset management and HIPAA compliance, so those needs—not storage alone—are the clearest reason to pay more.

The AI Agent add-on is usage-based, with limited free credits included; Plus and Premium have limited free credits as well. Its displayed price is $501,000, paid once, so buyers should confirm applicable usage costs before relying on agent automation.

Platforms

Desk365 supports web, Android, iOS and API access. It provides mobile-responsive portals for agents and end users, and plan comparisons include mobile views for iOS and Android. That makes mobile access part of the workflow, although the product’s stated access is through responsive portals and mobile views.

Who it's for

Desk365 is a good fit for small support and IT teams that want a shared ticketing workspace, Microsoft Teams connections, AI assistance and service-management workflows. Its free tier can serve very low-volume use, while annual paid plans raise ticketing capacity options and storage. Teams that need asset management or HIPAA compliance should evaluate Premium; those needing more than 50 monthly tickets should not treat Free as a long-term operational tier.

It is a weaker fit for buyers who need a broad asset-management feature set without moving to the highest plan, or who expect AI Agents to handle sustained volumes without usage charges. The Microsoft and project-management integrations are useful for connected workflows, but do not by themselves make Desk365 the right choice for every IT environment.

Pros and cons

• Pros: Requests can enter through five channels, including Microsoft Teams, web forms and widgets, giving users several routes to support.
• Pros: Copilot covers drafting, translation, summarization and knowledge-base generation; Agents can answer questions and escalate tickets.
• Pros: SLA management, approvals and change management extend the product beyond basic ticket tracking.
• Pros: All paid plans include 24×7 email support, migration assistance and SOC 2 Type II compliance.
• Cons: Free is capped at 50 tickets per month, limiting it to very small workloads.
• Cons: Asset management and HIPAA compliance are confined to Premium, the most expensive plan.
• Cons: AI Agent credits are usage-based, making automation costs less predictable for teams with sustained demand.

Alternatives

iTop is worth considering for buyers seeking a free, unrestricted community plan or self-hosted deployment; its Community plan is free of charge and not limited.

Genuity Helpdesk may suit organizations that can use its free Community Plan, which requires the Genuity Solution and $12,000/year in gross sales.

Vivantio is an option for buyers who prefer a paid, per-agent service with all features included; its published range is $49–$99 per agent per month, billed annually, with free end users.

HESK is a simpler alternative to consider if a free, self-hosted PHP/MySQL help desk is the priority.

GLPI is relevant for teams seeking a freemium option with self-hosted platform support; its Public Cloud plan starts at €19 a month per IT agent.

ManageEngine ServiceDesk Plus is another freemium option, with a Standard plan at $13 a month billed monthly and a Professional plan at $27 a month billed monthly.

TeamDynamix DEX is a paid alternative for organizations prepared to make a pricing inquiry.

Atera is a paid alternative with a free trial and support for a wider set of desktop and mobile platforms.

Browse more options in IT Help Desk Software, IT SLA Management Software and Help desk software.

Verdict

Choose Desk365 if your team wants customer and IT ticketing, AI assistance, Microsoft Teams connections and SLA workflows in one workspace. Its strongest case is the breadth of intake and ITSM tools across a relatively low-cost annual plan; look elsewhere if you need asset management or HIPAA compliance without paying for Premium, or if a 50-ticket free allowance is not enough to assess your workload.