Overview

Desk365 is a helpdesk that brings customer support and internal IT tickets, Microsoft Teams connections and AI tools together. It is best suited to small teams that want both kinds of support in one workspace. Its free tier is useful for light workloads, but ticket limits and the Premium-only asset and HIPAA coverage can change the cost of a serious rollout.

Requests can enter through email, Microsoft Teams, a support portal, web forms or web widgets. Knowledge base, employee portal, approval workflows and SLA management make it more than a shared inbox, while the range of intake channels gives end users several ways to reach a team.

Key features

Ticketing and AI

AI Copilot can draft or translate replies, summarize tickets and create knowledge base articles, targeting the writing and documentation tasks that can slow support teams down. AI Agents can answer customer questions and escalate them into tickets. Their usage-based credits are an add-on; Plus and Premium include limited free credits, but teams expecting heavy automated handling should budget for usage rather than assume unlimited agent work.

IT service management

Asset lifecycle management and change or approval management extend Desk365 into IT operations. The catch is that asset management is included in Premium, the top-priced plan, so a team that needs asset tracking must weigh that tier against more focused IT service tools. Single sign-on, an employee portal and a knowledge base round out its service-management capabilities.

Integrations, security and support

Connections include Microsoft Teams, Microsoft Entra ID, Microsoft 365 Copilot, Power Automate, Power BI, Jira, Asana, Microsoft Planner, Azure DevOps and Microsoft Intune. This breadth is useful for organizations already working in Microsoft tools, though the product's value is less obvious where those systems are not central.

Desk365 states that it is GDPR compliant, uses TLS 1.2 or higher for data in transit and AES-256 for stored data, and hosts customer data in AWS data centers in the United States and European Union; its Teams bots run on Azure. All three paid plans list SOC 2 Type II compliance, but HIPAA compliance appears only in Premium. Paid plans include 24×7 email support and migration assistance; Plus and Premium also list a Customer Success Manager.

Pricing

Desk365 has a free plan, paid plans from $12/mo billed annually and a 21-day trial. The free plan is described as lifetime free and begins automatically when the trial ends. It allows up to 50 tickets per month, making it suitable for a solopreneur or personal project, not a busy support queue.

Plan	Price	What it means
Free	0.00 USD per free	Up to 50 tickets per month; a practical way to handle occasional requests, with little headroom for a growing team.
Standard	12.00 USD per month, billed annually	200 GB attachment file storage. The lowest paid tier suits teams stepping beyond the free ticket cap, though it does not include the asset management called out for Premium.
Plus	22.00 USD per month, billed annually	500 GB attachment file storage and limited free AI Agent credits. It adds storage and some agent usage, but not the Premium-only asset management or HIPAA compliance.
Premium	32.00 USD per month, billed annually	1 TB attachment file storage, asset management and HIPAA compliance. It is the relevant tier for buyers needing those capabilities, at a substantial step up from Standard.

The plan comparison gives no ticket quota for paid plans, so buyers moving from the free tier should confirm the limits that apply to their expected volume. The AI Agent add-on is priced using usage-based credits; Plus and Premium include limited free credits, but ongoing use may add cost.

Platforms

Desk365 supports Android, iOS, web and API access. It also provides mobile-responsive web portals for agents and end users, and plan comparisons list mobile views for iOS and Android.

Who it's for

Desk365 is a sensible fit for small support or IT teams that want customer tickets, internal service requests and Microsoft Teams connections in one place. The free tier fits a personal project with no more than 50 tickets monthly; teams needing more capacity can move to annual paid plans. Buyers requiring asset management or HIPAA coverage should assess Premium, while organizations with other compliance requirements should verify that the listed coverage meets their needs.

Pros and cons

Pros: Multiple ticket channels, including Teams, portal, forms and widgets, give users flexible ways to submit requests.
Pros: Copilot writing and summarization tools, plus AI Agents that can escalate questions into tickets, address both routine support work and handoff.
Pros: All paid plans list SOC 2 Type II compliance, 24×7 email support and migration assistance.
Cons: The free plan stops at 50 tickets per month, limiting it to small or occasional workloads.
Cons: Asset management and HIPAA compliance require Premium, so buyers needing either must take the highest listed tier.
Cons: AI Agent credits are usage-based, with only limited free credits included in Plus and Premium.

Alternatives

IT Help Desk Software is a useful comparison for teams evaluating broader IT-focused help desk choices.
IT SLA Management Software is worth comparing when SLA handling is the main buying priority.
Help desk software offers a wider category comparison for customer or internal support teams.
Genuity Helpdesk may suit buyers considering another freemium option; its Community Plan is free with Genuity Solution, with unlimited users and use, subject to a $12,000/year gross-sales requirement.
GLPI is an alternative with a free plan and a Public Cloud tier at 19.00 EUR per month per IT agent, starting at one agent, with 5 GB disk and a 20 MB attachment maximum.
iTop is a free option with an unlimited Community plan and self-hosted platform support.
Jitbit Helpdesk is a paid alternative with a free trial and a Small one-time perpetual license at 2199.00 USD per month for 10 agents.
Atera is a paid alternative with a free trial; its Pro plan includes unlimited endpoints, two concurrent Splashtop sessions and one month of audit-log retention.
Alloy Navigator may suit teams seeking cloud or on-premises deployment; Explorer costs 19.00 USD per month billed annually for up to three technicians and unlimited requesters.
Freshservice is a paid alternative whose Starter plan costs 19.00 USD per month billed annually and includes knowledge management, task management, a support portal and omnichannel support.
Vivantio is a paid alternative with published annual pricing of $49–$99 per agent per month and free end users.

Verdict

Choose Desk365 if a small team wants customer and IT support ticketing alongside Microsoft Teams and AI tools, with a path from a tightly capped free tier to more capable annual plans. Its main appeal is that combination in one workspace. Look elsewhere if your budget cannot stretch to Premium for asset management or HIPAA coverage, or if usage-based AI credits and the free-plan ticket ceiling do not fit your workload.

	Desk365	SimpleOne ITSM
Free plan	Yes
Free trial	Yes
Paid from	$12/mo
Platforms	Android, api, iOS, Web	api, Web
Free plan	Yes
SLA management	Yes
Knowledge base	Yes
Employee portal	Yes
Asset management	Yes
Single sign-on	Yes
Approval workflows	Yes
Mobile apps	Yes
SLA reporting		Yes
API access		Yes

Desk365 vs SimpleOne ITSM

Desk365

SimpleOne ITSM