The All-in-One Enterprise Solution for
Managed Service Providers

Efficiently manage thousands of complex support tickets daily with Desk365,
leveraging advanced reporting, automation, and multichannel support.
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Trusted by MSPs around the world

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Why Do MSPs Need Helpdesk Software?

Helpdesks are essential for Managed Service Providers (MSPs) for several reasons

Centralized Support

A helpdesk provides a centralized point of contact for clients to report issues, request services, and receive support. This centralization helps MSPs manage and prioritize support requests efficiently. 

Improved Responsiveness

With a helpdesk system, MSPs can respond to client issues faster. Automated ticketing systems help in tracking, prioritizing, and resolving issues systematically, leading to quicker response times and higher client satisfaction. 

Enhanced Service Quality

Helpdesk enables MSPs to monitor and measure service performance through metrics such as resolution time and client satisfaction. This data is crucial for the continual improvement of service quality. 

Scalability

As MSPs grow, the volume of support requests can increase significantly. A helpdesk system can scale to handle an increasing number of tickets without sacrificing the quality of support. 

Knowledge Base

Help desks allow MSPs to maintain detailed records of all client interactions, which can be invaluable for resolving future issues and training new staff. Additionally, a well-maintained knowledge base can empower clients to resolve common issues themselves, reducing the volume of incoming support requests. 

Regulatory Compliance

Many MSPs operate in regulated industries where documentation and quick resolution of issues are critical. A helpdesk helps ensure that all support activities are logged and accessible for audits.  

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Ensure Data Security

We prioritize the safety of your valuable information, exemplified by our adherence to SOC2 Type 2 compliance standards. Our platform is HIPAA compliant and hosted on AWS Cloud and Microsoft Azure, featuring robust encryption, secure authentication, and GDPR compliance. Trust in us to securely handle and protect your data, ensuring peace of mind for both you and the public we serve. 

Essential Features of Helpdesk Software

Desk365 offers a range of features designed to improve the efficiency and effectiveness of your support team. 

  • Sort and Manage Tickets : Organize and prioritize support tickets for streamlined handling.
  • Automate Repetitive Tasks : Minimize manual effort and enhance efficiency with workflow automations.
  • SLAs : Ensure timely responses and resolutions with customizable Service Level Agreements.
  • APIs, Webhooks & Connectors : Seamlessly integrate with other tools and platforms for a cohesive support ecosystem.
  • Draft with AI : Use AI to generate and refine responses, saving time and boosting accuracy.
  • Instant Notifications : Receive real-time updates on ticket statuses and important activities to stay informed.
  • Custom Views : Tailor ticket views to meet specific needs and preferences for enhanced workflow management.
  • Canned Responses : Quickly address common issues with pre-written responses to improve efficiency.
  • Custom Ticket Forms : Create tailored forms to capture essential information and streamline ticket submission.
  • Support Portal Customization :Design support portals fully customizable to reflect branding that offer a seamless and unique experience for each client.
View all features

How can Desk365 Help Your Company?

Desk365 stands out as the premier choice for MSPs, offering a range of features tailored to enhance efficiency and customer service

Unified Inbox

Desk365 simplifies workflow management by consolidating all communication channels into a single, intuitive interface. This unified approach ensures that no inquiry is overlooked, allowing your team to deliver prompt and effective support. 

Automations

With Desk365, operations are streamlined through highly configurable automations that are activated during ticket creation and updates. From routing requests to assigning tasks, these features enable your team to manage inquiries with unparalleled precision and efficiency. 

SLAs (Service Level Agreements)

Desk365 helps maintain accountability and adherence to service standards through robust SLA management tools. These tools provide timely reminders before ticket deadlines and alert you to any infractions, ensuring that every query is resolved within the established timeframe. 

Knowledge Base

Equip your agents with an extensive array of solution articles and resources through Desk365’s comprehensive knowledge base. Desk365 allows for the seamless creation, review, and publication of articles, including making certain folders publicly accessible. 

Customizable Support Portals

Desk365 empowers MSPs to create unique support portals for each of their clients. These portals can be branded with company logos, customized with specific forms, and designed to meet the unique needs of the business. This helps MSPs provide personalized service, ensuring each client has a dedicated, professional support interface.

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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

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