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Side-by-side record

Desk365 vs. ScreenConnect

A side-by-side view of the product records we have today. Use it to narrow the question, then confirm current pricing, limits, and security details with each vendor.

The short version

ScreenConnect starts at $27 per seat, versus Desk365 at $144. ScreenConnect carries the higher aggregate rating (9.0/5 vs 4.9/5).

Full comparison

Desk365from $144 per agent/month, billed annually
ScreenConnectfrom $27 per month
Audyense Score57AS*Fair29AS*Low
PositioningAI-powered helpdesk built for Microsoft Teams and email supportScreenConnect is an efficient and quick remote support, access, and meeting system designed for modern technical assistance teams.
Free tierNoYes
DeploymentCloud / SaaSCloud / SaaS
Best fitStartup, SMB, Mid-marketStartup, SMB, Mid-market
Pricing plans
  • Standard$144
  • Plus$264
  • Premium$384
  • Free or entry planFree
  • Higher tiersCustom pricing
AI featuresYesAI Agent for autonomous query resolution plus AI Copilot for response drafting, ticket summarization, and KB article generation; included from the Plus tier with usage-based AI credits.—
Automation & macrosYesConfigurable automation macros triggered on ticket creation/update, plus time-based automations on higher tiers.—
CSAT & satisfaction surveysYesCSAT surveys included starting on the Plus plan.—
Knowledge base & help centerYesInternal and customer-facing knowledge base with multi-brand portals and AI-assisted article generation.—
Live chat & messagingYesCustomizable live chat/web widget with canned responses, embeddable on websites and SharePoint sites.—
Mobile appPartialNo dedicated native iOS/Android app; mobile access is via responsive web apps and the Microsoft Teams mobile app/bot.—
Omnichannel supportYesUnified inbox spanning Microsoft Teams, email, web widget, web forms, and customer portal.—
Public APIYesDocumented REST API (v3, OpenAPI spec) available per-subdomain with an API key, requested via support.—
Reporting & dashboardsPartialBasic reports on Standard, multiple dashboards on Plus+, but reviewers note reporting needs more dynamic/customizable components.—
Shared inbox & ticketingYesSingle unified inbox aggregating requests across all connected channels.—
SLA managementYesSLA monitoring with reminders before due dates and infraction alerts, included from the Standard tier.—
Multiple agents—YesDocumented in the independently researched profile.
Remote Support—YesDocumented in the independently researched profile.
No interruptions—YesDocumented in the independently researched profile.
Secure information—YesDocumented in the independently researched profile.
Automated reconnection—YesDocumented in the independently researched profile.
Cross-platform compatibility—YesDocumented in the independently researched profile.
Browser extensions—YesDocumented in the independently researched profile.
Remote access—YesDocumented in the independently researched profile.
Unattended access—YesDocumented in the independently researched profile.
Simplified transfer of files—YesDocumented in the independently researched profile.
Roles & permissions—YesDocumented in the independently researched profile.
Shared toolbox—YesDocumented in the independently researched profile.
Remote meetings—YesDocumented in the independently researched profile.
Customization & branding—YesDocumented in the independently researched profile.
Integrations verified——
Aggregate rating4.9 · 12 reviews9.0 · No reviews yet
Integrations
Microsoft TeamsMicrosoft 365Microsoft Entra IDMicrosoft Power AutomateMicrosoft Power BIMicrosoft Copilot Studio+6 more
—
Security & compliance
SOC 2 Type 2GDPR
—
Pros
  • Strong, native Microsoft Teams and Office 365 integration
  • User-friendly interface that requires minimal agent training
  • Responsive, fast customer support and implementation
  • Competitive/affordable pricing relative to feature set
  • Independent review documents a concrete business workflow
  • Documented capability: Multiple agents
  • Documented capability: Remote Support
  • Documented capability: No interruptions
  • Documented capability: Secure information
Cons
  • Reporting functionality needs more dynamic/customizable components
  • Limited language options on the agent portal
  • Cannot customize attachment fields in forms
  • Agent portal not yet available directly inside Teams (only the bot/end-user side is)
  • Pricing and usage limits should be checked against the exact plan
  • Implementation effort depends on the team's data and process maturity
  • Reported outcomes should be validated with the buyer's own data
Visit Desk365 ↗Visit ScreenConnect ↗

Editorial read of this comparison

The table summarizes structured facts; this section explains what the differences mean for a real buying decision.

Where each tool fits, and where it may not

Desk365

Desk365 is a cloud-based helpdesk and ticketing platform from Kani Technologies that unifies support requests from Microsoft Teams, email, web widgets, and a customer portal into a single inbox. It combines workflow automation, SLA management, and an AI Agent/Copilot with native Microsoft 365 integrations (Teams, Entra ID, Power Automate, Power BI) aimed at IT and customer support teams already standardized on Microsoft tools.

A particularly good fit for: Organizations already standardized on Microsoft 365/Teams that want ticketing inside their existing chat tool IT and customer support teams that outgrew basic/free ticketing but don't need Zendesk- or ServiceNow-level complexity Small to mid-market teams wanting fast setup and minimal agent training

May be a poor fit if: Large enterprises needing deep, dynamic reporting/BI out of the box Teams requiring extensive native (non-Microsoft) integrations like Slack or Salesforce without relying on Power Automate as a bridge

ScreenConnect

ScreenConnect is an efficient and quick remote support, access, and meeting system designed for modern technical assistance teams. The solution allows technicians to make their work more productive by using remote support and access to repair computers, providing updates, and managing machines. Using it, they can also conduct online seminars and prepare presentations for remote meetings. All things considered, ScreenConnect is fast, reliable, hassle-free, and yet it includes the same features as much more complex remote control solutions. Why choose ConnectWise Control? As a member of a reputed productivity software family, this system will make it possible to provide quick, top notch customer service, and ensure unobstructed communication between agents and technicians. The tool’s customizable nature allows you to bring your brand in the center of attention, and change everything from logos and icons to the language integrated on your website. ScreenConnect functions in synergy with ConnectWise Automate, and offers flexible pricing tailored to the user’s possibilities. Plus, ScreenConnect is designed for teams, rather than individuals. The large variety of collaboration assets makes it easy for agents to assist each other, and exchange opinions, files, and even tasks. They will all have unobstructed access to the same customer database, and insights into previous cases to come up with an easier solution. As it is with all ConnectWise features and functionalities, data access is enabled via all devices and operating systems, and stored and managed in cloud to avoid all hindering and misuse. If you’re a sole technician, nonetheless, you can also submit a request for an on premise license, and get one at no cost. Just recently, the company introduced a brand new and reimaged version of the system, pleasing users with even better service control and out

A particularly good fit for: B2B teams evaluating customer support software Teams that need documented workflow capabilities and fit guidance Organizations willing to validate implementation and plan limits

May be a poor fit if: Teams seeking a workflow outside the product's documented focus Teams needing unlimited usage without plan limits

Pricing and plan structure

Desk365: Published starting price $144 per agent/month, billed annually

  • Standard$144 per agent/month, billed annually
  • Plus$264 per agent/month, billed annually
  • Premium$384 per agent/month, billed annually

ScreenConnect: Published starting price $27 per month

  • Free or entry planFree
  • Higher tiersCustom pricing

Capabilities worth validating

  • Desk365: AI features, Automation & macros, CSAT & satisfaction surveys, Knowledge base & help center, Live chat & messaging Integrations include Microsoft Teams, Microsoft 365, Microsoft Entra ID, Microsoft Power Automate.
  • ScreenConnect: Multiple agents, Remote Support, No interruptions, Secure information, Automated reconnection

Questions to answer before switching

  • Does Desk365's selected plan include the features and limits we need?
  • Does ScreenConnect's selected plan include the features and limits we need?
  • Does the exact integration path for Microsoft Teams, Microsoft 365, Microsoft Entra ID support the sync direction, permissions, and volume we need?
  • Is a hosted-only deployment acceptable for the team and customers who will use this system?

How to evaluate this shortlist

A useful comparison turns the differences between Customer Support tools into a concrete test. Use these steps to avoid choosing from a feature table or the lowest headline price alone.

  1. Start with a representative Customer Support workflow, not a feature checklist. Define who will use it, what data goes in, and what outcome the team needs.
  2. Test the complete path through Microsoft Teams, Microsoft 365, Microsoft Entra ID: permissions, sync direction, failure handling, and volume limits often matter more than the integration name.
  3. Compare the cost of the real scenario, including users, usage, storage, support, and contract requirements. The entry price alone does not measure adoption cost.
  4. Before switching, list the evidence gaps, request a demo of the critical workflow, and confirm security, data residency, export, and support with each vendor.

Structured signals help narrow the shortlist, but a trial with a real workflow is still the best way to validate the decision.

Research basis

Last checked: 2026-08-18. Pricing, integrations, feature support, and review signals can change, so treat this as a research snapshot and verify the final decision with the vendor.

Sources consulted: Desk365 product site, G2, Capterra; ScreenConnect product site, FinancesOnline review, Vendor website