Desk365

Consolidates requests from Microsoft Teams, email, support portals, web widgets, and web forms.

Automatically turns incoming customer emails into trackable tickets while sending agent responses back via email.

Provides a single, intuitive interface where agents can collaborate on and manage requests from all support channels.

Uses AI to condense long conversation threads into brief summaries for quick agent context.

Creates draft solution articles automatically based on resolved ticket data.

Tracks Service Level Agreements and provides reminders before deadlines or notifications when infractions occur.

Allows teams to create, review, and publish internal or public solution articles to deflect common queries.

Integrates Desk365 with third-party apps like Asana, Jira, and Azure DevOps using Microsoft Power Automate.

Tailors the helpdesk functions, roles, and support portal to match specific brand and operational requirements.

Delivers real-time alerts for ticketing actions directly through Microsoft Teams and email.

Triggers predefined workflows based on ticket properties, keywords, or specific time events.

Enables agents and end-users to manage tickets and view reports from any mobile device.

Allows additional team members to monitor specific tickets or share them with relevant stakeholders.

Facilitates the formal process for requesting and approving changes within the IT infrastructure.

Provides detailed insights into helpdesk performance and agent productivity metrics.

Ensures data security and privacy through certified controls and EU-based data center options.

Offers embeddable tools for websites to capture customer requests directly into the ticketing system.