Overview

Desk365 is a helpdesk for teams handling both customer support and internal IT requests, with Microsoft Teams, ticketing and AI tools in one workspace. It is best suited to organizations that want those workflows together, especially in a Microsoft-centered environment. The free tier is useful for light demand, but its 50-ticket monthly ceiling makes paid plans the practical choice for a working support desk.

Key features

Tickets, channels and AI

Requests can arrive by email, Microsoft Teams, a support portal, web forms or web widgets. That range gives users several ways to reach a team, rather than forcing every request through a single inbox. AI Copilot can draft or translate responses, summarize tickets and generate knowledge base articles, supporting routine writing and documentation. AI Agents can answer customer questions and escalate them as tickets; usage is credit-based, so automated volume deserves a close look before relying on agents at scale. Plus and Premium include limited free credits, but the AI Agent add-on is usage-based.

IT service management

Desk365 also covers asset lifecycles and change or approval management, alongside a knowledge base, employee portal, SLA management and single sign-on. That breadth can suit teams handling internal IT as well as customer inquiries. Asset management is included in Premium, however, so buyers who need it must weigh the higher tier against their requirements rather than assume it comes with every plan.

Integrations, security and support

Connections include Microsoft Teams, Microsoft Entra ID, Microsoft 365 Copilot, Power Automate, Power BI, Jira, Asana, Microsoft Planner, Azure DevOps and Microsoft Intune. The Microsoft emphasis is a strength for organizations already using that ecosystem. Desk365 states that it is GDPR compliant, encrypts data in transit with TLS 1.2 or higher and stored data with AES-256, and hosts customer data in AWS data centers in the United States and European Union; its Teams bots run on Azure. SOC 2 Type II compliance is included across paid plans, while HIPAA coverage is reserved for Premium. Paid plans include 24×7 email support and migration assistance; a Customer Success Manager is included with Plus and Premium.

Pricing

Desk365 has a free plan and a 21-day trial. The free plan costs $0.00 per free and allows up to 50 tickets per month; it is described as lifetime free and begins automatically when the trial ends. That cap makes it suitable for a solopreneur or personal project, not a busy queue.

Standard: $12.00 per month, billed annually, with 200 GB attachment file storage. It is the lowest paid entry point, but teams should check whether its feature set meets their needs before committing to annual billing.
Plus: $22.00 per month, billed annually, with 500 GB attachment file storage. It includes a Customer Success Manager and limited AI Agent credits, making it a more supported step up for teams expecting greater use.
Premium: $32.00 per month, billed annually, with 1 TB attachment file storage. It is the relevant tier for teams needing included asset management or HIPAA compliance, and also includes a Customer Success Manager and limited AI Agent credits.

All three paid plans include SOC 2 Type II compliance, 24×7 email support and migration assistance. AI Agents also use a usage-based credit model, so included credits should not be mistaken for unlimited automated handling. The AI Agent add-on is shown at $501000.00 USD per once, billed as usage-based credits.

Platforms

Desk365 supports Android, iOS, web and API access. Its mobile-responsive portals serve agents and end users, and the plan comparison lists mobile views for iOS and Android. This provides mobile access without requiring a desktop browser, while the product's stated platform support does not establish a separate native-app feature set.

Who it's for

Desk365 is a strong candidate for small support and IT teams that want multichannel ticket intake, Microsoft integrations and service-management tools together. The free plan fits very low-volume individual use; paid tiers make more sense once the 50-ticket cap is restrictive. Teams requiring asset management or HIPAA compliance should focus on Premium. Organizations outside the Microsoft ecosystem, or buyers who need broader asset coverage at a lower tier, may prefer to compare other IT helpdesk options.

Pros and cons

Pro: Email, Teams, portal, form and widget intake gives users several routes to submit requests.
Pro: Copilot and AI Agents address both ticket-writing tasks and customer questions, with escalation into tickets.
Pro: Paid plans combine SOC 2 Type II, 24×7 email support and migration assistance.
Con: The free tier stops at 50 tickets monthly, limiting it to small personal workloads.
Con: Asset management and HIPAA compliance require Premium, so those needs raise the minimum relevant plan.
Con: Annual billing applies to the published Standard, Plus and Premium prices, and AI Agent usage is credit-based.

Alternatives

For a broader comparison, browse IT Help Desk Software, IT SLA Management Software or Help desk software.

Genuity Helpdesk is worth considering if a free plan with unlimited users matters more than a conventional standalone price: its Community Plan is free with Genuity Solution and requires $12,000/year in gross sales.
GLPI may suit teams wanting broad platform coverage, including Linux, Windows, macOS and self-hosting; its Public Cloud plan is €19.00 per month per IT agent, from one billed agent, with 5 GB disk and a 20 MB maximum attachment.
Freshservice is an option for buyers seeking a paid helpdesk with knowledge management, task management, support portal and omnichannel support in its Starter plan, priced at $19.00 per month billed annually.
Jitbit Helpdesk is another paid option, with cloud and self-hosted platform support.
Alloy Navigator may be preferable when cloud or on-premises deployment and support for up to three technicians are priorities; its Explorer plan is $19.00 per month billed annually.
Atera is an alternative for buyers comparing IT management products.
ManageEngine ServiceDesk Plus offers a free plan and a Standard IT help desk plan at $13.00 per month billed monthly, making it a close price comparison for teams evaluating entry-level paid IT support.
SolarWinds Service Desk is a paid alternative with an Essentials plan at $39.00 per month billed annually per technician, with unlimited users.

Verdict

Choose Desk365 if your team wants customer and IT ticketing, Microsoft connections and AI capabilities in one workspace, and can match its plan tier to your compliance and asset needs. Its strongest case is that breadth, backed by paid-plan support and SOC 2 Type II coverage. Look elsewhere if the 50-ticket free cap is too restrictive, Premium is more than your budget for asset management or HIPAA, or you need AI Agent volume without usage-based credits.

	Desk365	Sugar Serve
Free plan	Yes	No
Free trial	Yes	No
Paid from	$12/mo	—
Open source	No	No
Platforms	Android, api, iOS, Web	api
Free plan	Yes	No
SLA management	Yes	Yes
Help center	—	Yes
Ticket automation	—	Yes
Customer portal	—	Yes
API access	—	Yes

Desk365 vs Sugar Serve

Desk365

Sugar Serve