Converational Ticketing with
 Microsoft Teams

Your support team uses Microsoft Teams more than email. It’s time your ticketing system also works with Microsoft Teams, so agents don’t have to switch context every time they respond to a ticket.

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Trusted by 2,000+ businesses around the world

Modern Helpdesk for the Microsoft 365 workplace

At Desk365, Microsoft Teams isn’t just another channel or a checkbox item. We’ve built Desk365 from the ground up with conversational ticketing in mind. Integrate Desk365 directly into Teams to enhance collaboration and streamline support workflows for improved productivity.

Agent Bot.

The Agent Bot helps your support team collaborate and respond better using the power of Microsoft Teams. They can assign tickets, add notes, check on statuses, change ticket properties, reply to customers, all without leaving Microsoft Teams!

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Support Bot.

Are your customers also big users of Microsoft Teams? The Support Bot is easy to use and intuitive: your customers can create tickets, check on statuses and reply/respond to agents all from within Microsoft Teams. You can also customize the Support Bot according to your brand guidelines.

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What about email?

Powerful Email Ticketing Platform.

Unlike other apps that only provide Microsoft Teams capabilities, Desk365 is a robust full-featured ticketing platform that also works with other channels like email, support portal, web forms, and widgets. You get your own support email that your users can use to create tickets via email.

Unified Inbox.

A single inbox where all your support requests are present. Your agents can now collaborate and manage requests from all channels in one easy-to-use, intuitive interface.

Automations.

Automation macros that get triggered during ticket creation and ticket updates. Highly configurable based on ticket/customer properties and events.

SLAs.

Service Level Agreements are monitored to provide you with periodic reminders before they’re due, as well as if and when infractions occur.

Knowledge Base.

Create and share solution articles with ease using the Knowledge Base. Share articles with other agents, review them and then publish them. Make selected folders public that customers can view on the support portal.

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LEVERAGE YOUR MICROSOFT 365 INVESTMENT

We are committed to your Microsoft 365 investment.

Adopt a Microsoft Teams ticketing system that integrates seamlessly with your Microsoft 365 technology to streamline workflow and minimize risk.

Azure AD Single Sign-on: Simplify user administration and, at the same time, provides secure access using Single Sign-on through Azure AD. Just use your Microsoft365 credentials while signing up for Desk365. Your agents and end-users have one less username and password to remember using their M365 authentication.

Power Automate Connector: Make use of the Desk365 Power Automate connector to integrate with other Microsoft and third party applications using Microsoft Power Automate.

FEATURES

Advantages of Conversational Ticketing

Desk365 is a modern Microsoft ticketing system that lets you deliver outstanding customer service through channels like Microsoft Teams, Emails, and more.

Get instant ticket notifications

Alert agents instantly for every ticketing action via push notifications on Microsoft Teams. Quickly monitor ticket progress and update end-users and agents directly within Teams.

Create Tickets in Microsoft Teams

Make it easy for your end-users to get support without having to leave Microsoft Teams. Create tickets, check on status, and much more using the Desk365 Support Bot.

Create Tickets from Teams Messages

Convert direct messages or any messages in a public group or Teams channel into a trackable ticket in Microsoft Teams.

Measure your team performance with powerful built-in reports

See what areas need improvements, discuss with your team, and take the necessary action to streamline your business further.

Set up Custom Roles

Fine-tune the access provided to your support team members using custom roles. Roles can be configured for different scope levels (global, department, or individual) and feature levels. 

Create Custom Ticket Forms

Create multiple ticket forms that can be used from the Support Portal as well as the Teams Support Bot. Makes it easy to maintain distinct workflows based on your needs. 

Collect email-based tickets in Teams

Messages from emails and other channels get converted into tickets and reside in one centralized inbox. Agents can access them in the web portal as well as in the Desk365 Agent Bot.

Apply advanced workflow automations to triage tickets

Define workflows with a predefined set of actions that can be triggered based on ticket fields, customer properties, keywords, events, and more.

Customize Ticket Fields

Customize ticket fields according to your requirements. Collect all the information required ahead of time, while creating tickets using easy-to-configure ticket forms.

Get SLA notifications in Teams

Receive timely SLA notifications to stay on top of ticket deadlines and manage ticket escalations directly on Teams.

Access Support Portal within Teams

View all your support tickets on the support portal without leaving Microsoft Teams. Allow end-users to log in seamlessly with Single Sign-on through Azure AD.

Provide feedback for support team in Teams

Provide real-time feedback to your support team within Teams. Gauge customer satisfaction using various survey modules.

Go where your customers are.

Make it easy for your customers to reach you through all the channels that are convenient to them and provide an outstanding customer service experience.

Microsoft Teams.

Your customers can create tickets, receive notifications, check on statuses and respond back to your agents, all without leaving Teams.

Email.

Customer emails get converted into tickets. Agent responses are sent via email and are also visible on your customer support portal.

Support Portal.

Provide your customers with a web portal where they can create and manage tickets, view solution articles from your Knowledge Base.

Web Widget.

Web widget that can be easily configured to fit into your website or web product. A powerful way for your customers to send in-context information while creating tickets.

Web Form.

Prefer an iframe form to a web widget? No worries, we got you covered with a configurable web form that you can add to your website.

More.

We’re just getting started. More channels are coming. Reach out to help@desk365.io if you’re looking for a specific channel to be added.

Choose the best ticketing system for Microsoft Teams

START 21-DAY TRIAL
All-inclusive plan with all the features you need. No credit card required.

Choose the right Microsoft Teams Ticketing System for your business

All-inclusive plan with all the features you need. No credit card required.

START 21-DAY TRIAL
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Choose a partner that helps you succeed

"Desk365 has got all the right ingredients that a helpdesk solution needs under its belt. We use them to manage support for our inhouse & partner product portfolios, custom developments and change management requests. They are constantly innovating and bringing great features at a rapid pace. Apart from the great product itself, they have a fantastic customer support team that is always there to support you and get the features that you want to be implemented in the helpdesk."
Jugal Piplani
Jugal PiplaniTechnical Solutions Manager, Gapcloud
"Desk365 has plenty of features which we love to use. With other tools, we tried, there was always a learning curve. Not with Desk365, simple and fast. The email ticketing module is very intuitive to set up and use. The integration with Microsoft Teams was a big selling point to us. We can work on Tickets within MS Teams, even the customers Tenant can be integrated. Very fast way to communicate with the customers. The standard SLA and the option to set different, special SLAs to some customers make it easy to keep up with all the tickets."
Jan Schwärzel
Jan SchwärzelCTO, ComSet AG
"Desk365 has absolutely improved our ability to process internal/external requests. I needed a software solution that could be easily implemented for a reasonable price point and Desk365 delivered. I have been very impressed with the responsiveness of the Desk365 team and their assistance in configuring the software to fit our needs. Highly Recommend."
Jessica Harrison
Jessica HarrisonSr. Associate, Christopher Consultants, Ltd.
"After testing many other helpdesk solutions, we have been utilizing Desk365 for 10 months and have been hugely impressed with its ease of use, speed and simplicity. Everything we need to provide excellent customer support via email (our primary support channel) is available in one place, updates on new features are regular and concise and any requests for new features are reviewed and implemented quickly. A very good system all round."
Andy Roberts
Andy RobertsNetwork & Communications Support Specialist,
CSG
“We heavily utilize Teams and other Microsoft 365 products and with Desk365’s easy and tight integration with Office 365, it was a natural fit. Our adoption was seamless and we now have a much (much) higher use of the ticket system by end users—instead of the office visit ticket or phone call. With the ability for users to make a ticket in Teams, email or the portal at a click of a button—users naturally gravitate to actual ticket creation. Truly an outstanding product with a knowledgeable, prompt and courteous staff. "
Ryan Geiler
Ryan GeilerIT Director, Community Medical Center