Automated helpdesk software to free up agent bandwidth

Configure intelligent automation rules to run routine workflows. Automate mundane tasks, so your agents can focus on the complex ones

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Trusted by 7,000+ businesses around the world

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How automations help your agents

Handle tickets faster

Instantly execute actions when tickets are created, updated, or through various other time-based events. This eliminates manual steps and reduces response times.

Execute workflows consistently

Define rules that ensure every ticket follows the same structured process, improving reliability, and reducing human error.

Prioritize and route tickets automatically

Assign tickets to the right agents and escalate high-priority tickets based on conditions, ensuring the right agent works on the right issue at the right time.

Reduced agent workload

Let agents do the deep thinking while manual routine processes are executed sequentially.

Automation rules for every ticket property

Desk365’s Automation Rules streamline workflow with preset actions for Ticket Creation, Updates, and Time-Based Triggers. These examples below are just a glimpse; Automation Rules offer numerous possibilities to enhance the customer experience.

Rules for newly created tickets

Setup rules that will execute on newly created tickets

Rules for ticket updates

Execute specific actions execute when tickets are updated

Time-based triggers

Automate actions based on a specific time frame

Round robin triggers

Effectively assign tickets to agents based on work load

Automate ticket handling from the moment a request is created 

Set up automation rules that trigger instantly when a new ticket is created. Route tickets, assign priorities, notify teams, or apply tags automatically based on ticket properties like category, requester, channel, or company. 

  • Reduce manual triage and repetitive work
  • Ensure tickets are routed correctly from the start
  • Maintain consistency across high ticket volumes 

Keep tickets moving with intelligent updates and triggers 

Automate actions when tickets are updated or when time-based conditions are met. Whether it’s escalating overdue tickets, sending reminders, or updating statuses, Desk365 ensures nothing slips through the cracks. 

  • Trigger actions on ticket updates or time-based events
  • Improve SLA adherence without constant monitoring
  • Keep agents and stakeholders informed automaticallyg

Distribute work fairly with round robin and load-based rules 

Balance workloads across teams using round-robin and load-based automation. Tickets are assigned intelligently so no agent is overloaded and response times stay predictable even during peak volumes. 

  • Automatically distribute tickets across agents or groups
  • Prevent burnout and uneven workloads
  • Maintain faster, more consistent response times

Maximize your helpdesk potential

The utilization of Desk365 APIs / Webhooks, and Power Automate Connector empowers customers to automate workflows seamlessly, fostering integration between Desk365 and other applications they may use.

Explore Integrations

Enhance the quality of customer support with an automated helpdesk software

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Reduction in manual data entry

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Reduction in average resolution time

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Increase in agent productivity

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Improvement in customer satisfaction

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Reduction in manual data entry

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Reduction in average resolution time

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Increase in agent productivity

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Improvement in customer satisfaction

Automation rules

Desk365’s Automation Rules streamline workflow with preset actions for Ticket Creation, Updates, and Time-Based Triggers. These examples below are just a glimpse; Automation Rules offer numerous possibilities to enhance the customer experience.

Add 'Tasks To Do'

Tasks to Do feature adds checklists directly into tickets, making it easy to manage routine activities that ensure tasks are completed on time.

Add 'Time Entries'

Set a predefined time duration, recorded automatically in the ticket through automation, enhancing service quality in issue resolution.

Add 'Private Notes'

Adding a public or private note to tickets serves as a reminder for agents regarding specific tasks or information related to the ticket.

Insert Placeholder

Create an automation rule to email the entire support team when a customer responds to high-priority tickets with no assignee.

Auto Assign the Tickets

Configure a rule to automatically assign tickets to an agent who responds, even if the ticket has not yet been assigned to any agent.

Notify Agents

Whenever a customer submits a ticket through any communication channel, the rule gets triggered, and the agents will be notified.

Delete Tickets

Automatically deleting tickets based on specific conditions involves setting up rules or criteria that, when met, trigger the deletion of tickets.

Customer Surveys

Measuring customer feedback about your support team involves implementing various types of surveys to gather valuable insights.

Frequently asked questions

Desk365 automation allows you to define rules that automatically trigger actions when tickets are created, updated, or reach specific time-based conditions. This helps reduce manual work and ensures tickets are handled consistently. 

You can automate ticket assignment, prioritization, notifications and status updates. 

Automation rules are evaluated in order, and the first matching rule can be executed or all matching rules can run, depending on your configuration. You can reorder rules using drag and drop. 

Yes. Desk365 supports round-robin and load-based assignment rules to distribute tickets evenly across agents or groups and prevent overload.

Absolutely. Automation helps small teams save time and scale efficiently, while larger teams benefit from consistency, workload balancing, and improved SLA adherence. 

Don't just take our word for it, see why our customers choose us!

Hear from real people who have experienced the difference.

"Desk365 has got all the right ingredients that a Helpdesk solution needs under its belt."

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

Technical Solutions Manager, Gapcloud

"Highly Recommend."

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

Sr. Associate, Christopher Consultants, Ltd.

"They really make you feel they are part of your team."

Desk365 does what you expect from a much more expensive ticket system. The best thing however is the customer support. All questions about the software are answer quickly and completely and suggestions for improvement are treated seriously. They really make you feel they are part of your team.

Jeroen H

Scientist Sensortechnologies

Industry

Biotechnology

"A very good system all round."

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

Network & Communications Support Specialist, CSG

"Truly an outstanding product with a knowledgeable, prompt and courteous staff."

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

IT Director, Community Medical Center

"The Helpdesk system everyone should know about"

Performance, Support, Easy-to-use. The Performance is incredible – one of the fastest Helpdesk systems I have ever worked with. The Support is just amazing. Any inquiries will be answered quickly and professionally. Easy-to-use: almost no one, from our ~100 employees, needed any training. It’s self-explanatory.

Mirko B

System & Network Administrator

Industry

Oil and energy

"Desk365 has plenty of features which we love to use."

“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

CTO, ComSet AG

"Teams integration is fantastic!"

Teams integration is fantastic and has improved user interaction by at least 500%. Tech team is notified in Teams when tickets come in. Users see tech questions and comments in their teams. Automation features are great. Knowledgebase is more than adequate and search functions work well.

Lonny L

IT Manager

Industry

Farming

Why choose Desk365 ?

Customers who choose Desk365 feel the difference. Built for and by customers, every feature, every detail is crafted so our users’ lives are simplified. 

Set up in minutes

Migrate, onboard, and get started with your new helpdesk almost instantly.  

Support that goes the extra mile

Have questions? Need help? Desk365 is committed to real human support and providing true resolution.

Easy to use

Intuitive software your teams can pick-up in no-time. Ensure a smooth experience for both your agents and your customers.  

Highest ROI and product value

Reduce costs and increase agent productivity from day 1 so your business sustains growth.

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No credit card required.

Security, Safety and Compliance

  • At Desk365, ensuring the security of your data is our top priority. We adhere to stringent security policies and controls that meet leading industry standards.

  • To cater to our customers, we operate data centers in both the US and EU, specifically offering EU-based centers for those in the European Union.

  • We are SOC 2 Type 2 Certified and GDPR compliant.
Desk365 - AI-powered ticketing for teams of all sizes

Start your free trial today

Desk365 isn’t a generic helpdesk. We’re built for the evolving needs of legal teams. From automating ticket workflows to enabling self-service and delivering operational visibility, it’s a solution designed to keep your legal operations running smoothly. 

Start your 21-day free trial now—no credit card required. 

Need a walkthrough? Request a demo from our product experts. 

START YOUR FREE TRIAL
REQUEST DEMO
START YOUR FREE TRIAL
REQUEST DEMO