Audyense
Desk365
Customer Support · www.desk365.io
Overview
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.
The problem Desk365 solves
Support and IT teams that live inside Microsoft Teams often resort to email threads or a heavyweight platform like Zendesk/ServiceNow that wasn't built for Teams-native workflows. Desk365 targets this gap by giving teams ticketing, SLAs, and automation directly inside Teams and Outlook with fast setup and little training, though buyers needing deep custom reporting or non-Microsoft channel integrations may find it limiting.
Decision context
Use these points to test whether the product fits your operation, not just whether it has a long feature list.
- Published starting price: $144 per agent/month, billed annually. Confirm user, usage, and feature limits for the plan you would actually buy.
- Deployment: cloud. Check security, data-residency, and access requirements for every team that will use it.
- Verified integrations include Microsoft Teams, Microsoft 365, Microsoft Entra ID, Microsoft Power Automate, Microsoft Power BI, Microsoft Copilot Studio. Validate sync direction and plan limits for the connections that matter.
- This record was last checked on 7/25/2026; pricing and features can change.
How to evaluate Desk365
A listing helps create a shortlist; a trial with the team’s real workflow decides whether the tool fits. Use this reading with the structured facts and confirm changes with the vendor.
Workflow fit
The record describes it as a 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. Check that this context matches the volume, roles, and processes your team needs it to support.
Pilot questions
- Can Desk365 complete the critical workflow without manual work outside the product?
- Do the recorded connections (Microsoft Teams, Microsoft 365, Microsoft Entra ID, Microsoft Power Automate) support the sync direction, permissions, and volume we need?
- What user, usage, storage, support, or security limits appear after the headline starting price?
Evidence and freshness
This record was checked on 7/25/2026. That date tells you when the record was reviewed, not that the vendor has left its terms unchanged since then.
Best 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
Not a 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
Why it’s listed
- Native, deep Microsoft Teams and Microsoft 365 integration (Entra ID, Power Automate, Power BI, Copilot Studio) not commonly matched by mainstream helpdesk tools
- Consistently high review ratings (4.9/5 on both G2 and Capterra) for ease of use and support responsiveness
- Positioned as a lower-complexity, lower-cost alternative to Zendesk/ServiceNow for teams that don't need enterprise-scale complexity
Pricing
Standard
$144 per agent/month, billed annuallyEntry tier covering omnichannel ticketing, automation, SLAs, and a basic knowledge base.
- Omnichannel ticketing (email, Teams, support portal, web forms)
- Workflow automation
- SLA management
- Canned responses
- Custom fields/status
- Knowledge base with basic reports
Plus
$264 per agent/month, billed annuallyAdds advanced assignment, task management, CSAT, and AI Copilot features on top of Standard.
- Change/approval management
- Advanced ticket assignment (round robin, load-based)
- Time-based automations and ticket watchers
- Task management
- CSAT surveys
- AI Copilot features
Premium
$384 per agent/month, billed annuallyTop tier adding asset/software management and HIPAA-grade encryption on top of Plus.
- Scheduled ticket creation
- Asset management
- Software management
- Advanced encryption / HIPAA compliance
- Data redaction
- Custom contact/company fields
Features
Integrations
Security & compliance
Pros & cons
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
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)
What we found
Reviewers on G2 and Capterra consistently praise Desk365's deep Microsoft Teams/365 integration, ease of use with minimal training, and responsive support, while flagging gaps in reporting depth, notification/template customization, and multilingual agent-portal support.
Ratings and review counts come from public review platforms. We link to the original source and keep the underlying review text out of this profile.
User reviews
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