All the tools you need.
Delight your customers at scale
Help your customer support team exceed expectations. Automation and self-service features help your team provide service at scale. Productivity and Collaboration features that make your support team stand out. All in an easy-to-use, intuitive UI that’s a breeze to set up.
Modern Ticketing.
A single inbox where all your customer support requests are present. Your agents can now collaborate and manage requests from all channels in one easy-to-use, intuitive interface.
Automation macros that get triggered during ticket creation and ticket updates. Highly configurable based on ticket/customer properties and events.
Service Level Agreements are monitored to provide you with periodic reminders before they’re due, as well as if and when infractions occur.
Configure departments into groups and provide access at a global level, department level or agent only level. Multiple email servers can also be configured.
Integrate Desk365 with in-house or third-party apps and services using the Desk365 API/Webhook or using the Desk365 Power Automate connector.
Increase your team productivity.
Tools that automate mundane tasks so that your agents concentrate only on tasks that require their attention.
Automatically assign tickets to agents and groups based on ticket fields, customer properties, keywords, events, and more.
Alert agents instantly on ticket replies and other ticket activities via email and the web. Desk365 Agent Bot helps notify agents via push notifications on Microsoft Teams.
Agents can create canned responses. Having a library of canned responses makes it easy to respond quickly to routine requests.
Create filtered ticket views that suit your requirements, save them as custom views and they’re available for you all the time. Get analytics and metrics based on custom views.
With the Microsoft Teams mobile app, the Desk365 Agent Bot makes it easy to attend to important tickets while your agents are on the go.
Collaborate with ease.
Features that make it easy for your agents to collaborate and provide quick, consistent service to your customers.
Messages from all channels get converted into tickets and reside in one unified inbox. Makes it easy to prioritize and assign to the right agents at the right time.
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.
Collaborate with other agents about specific contacts via Contact Comments that appear at the right spots based on the context of the tickets being worked on.
Collaborate on tickets with colleagues via private notes. Helps you make in-context remarks about specific tickets before you’re ready to respond to customers.
Provide self-help for your customers.
Allow customers to find quick answers by themselves with a knowledge base.
Create and share solution articles with ease using the Knowledge Base. Share articles with other agents, review, and publish them. Make them visible only to your agents, that act as training for the newer agents.
Create and share solution articles with ease using the Knowledge Base. Make selected folders public so that customers can view on the support portal and find the answers themselves.
Create a unique help-center portal for the different customers you have, by displaying different folders of solution articles for different customers.
Provide your customers with a web-based portal where they can create and manage tickets, view solution articles from your Knowledge Base. Customize the portal according to your brand guidelines.
Measure and analyze the data.
Get actionable insights into your team’s performance. Plan, and make the right decisions to improve your support performance using powerful reports.
Create reports and visualize the data in powerful charts to monitor your team's performance.
Easily track agent’s time spent on tickets and to report on them. Agents can enter the exact time spent on a ticket or use a timer to keep track of it.
Measure how customers feel about your support team using different types of survey modules available in Desk365.
Analyze agent performance such as response time, resolved time, and ticket closed time. Measure how well an agent is performing for a given ticket after each customer interaction.
Analyze ticket trends based on any ticket field or set of fields such as agents, groups, channels, type, category, and more.
Build reports from scratch and customize them according to whatever you wish to analyze.
Go where your customers are.
Make it easy for your customers to reach you through all the channels that are convenient to them.
Your customers can create tickets, receive notifications, check on statuses, and respond back to your agents, all without leaving Teams.
Customer emails get converted into tickets. Agent responses are sent via email and are also visible on your customer support portal. Multiple custom emails can be configured.
Provide your customers with a web portal where they can create and manage tickets, view solution articles from your Knowledge Base.
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.
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.
Customize Desk365 to suit your needs.
Customize your support portal, agent roles, ticket fields, workflows, and more to make the helpdesk act how you want it to be.
Customize the look of your support portal to reflect your brand guidelines by applying your brand theme colors and adding your company logo.
Configure how your support team members can access Desk365. Roles can be set up for different scope levels (global, department, or individual) and feature levels.
Customize your ticket forms with customized ticket fields that fit your needs. Create multiple ticket forms that help you maintain distinct workflows.
Customize the Desk365 Teams Support with your own brand logo, color and copy to fit your brand guidelines.
Create filtered ticket views that suit your requirements, save them as custom views and they’re available for you all the time. Get analytics and metrics based on custom views.
You can use your own custom support email like 'support@yourdomain.com'. Also, you have the option to add secondary emails for multiple departments like sales@domain.com, marketing@domain.com etc. in your helpdesk.
Experience Desk365 Mobility
Make it easy for your end-users and support agents to access Desk365 directly from their mobile devices.
Your contacts can easily access the Support Portal and create new support tickets straight from their mobile devices.
Enable your support agents to effortlessly respond to tickets, update ticket properties, add notes, and perform other important actions directly from their mobile phones through the Agent Portal.
Your end-users can view their tickets and their statuses from their mobile phones using the mobile Teams app and the Desk365 Teams Support Bot.
Allow support agents to effectively handle and address customer enquiries and requests on the go, using the mobile Teams app and the Teams Agent Bot.
View powerful reports related to your support operations, such as ticket trends, response time, resolution time, customer satisfaction ratings, and more directly from mobile.
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