Overview

Desk365 brings customer support and internal IT requests into a shared helpdesk, with Microsoft connections and AI tools alongside ticketing. It is strongest for teams already working in Microsoft’s ecosystem that want both support and service-management workflows. The free tier is useful for very light demand, but its monthly ticket ceiling makes a paid plan the practical choice as volume grows.

Key features

Ticket intake and AI

Requests can arrive by email, Microsoft Teams, a support portal, web forms or web widgets. That range suits teams serving users across internal and external channels without splitting intake across separate tools. AI Copilot can draft or translate replies, summarize tickets and generate knowledge-base articles; AI Agents can answer customer questions and escalate them as tickets. The agent add-on uses usage-based credits, and Plus and Premium include only limited free credits, so teams relying on sustained automated handling should budget for usage.

IT service management and integrations

Asset lifecycle management and change or approval management extend Desk365 beyond a basic ticket queue. Asset management is included in Premium, which means teams that need it must weigh the higher tier rather than assume it is part of every plan. Desk365 also includes a knowledge base, employee portal, approval workflows, SLA management and single sign-on.

Connections include Microsoft Teams, Entra ID, Microsoft 365 Copilot, Power Automate, Power BI and Intune, as well as Jira, Asana, Microsoft Planner and Azure DevOps. This is a meaningful fit for Microsoft-centered stacks, though the breadth of named integrations alone does not establish how deeply each connection supports a particular workflow.

Security and access

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. Teams bots run on Azure. SOC 2 Type II compliance is included across paid plans, while HIPAA compliance is reserved for Premium, an important distinction for buyers with healthcare requirements.

Agents and end users can use mobile-responsive web portals, and the plan comparison includes iOS and Android mobile views. The platform list also includes Android, iOS, web and API access.

Pricing

Desk365 has a free tier and a 21-day trial. The lifetime-free plan begins automatically when the trial ends and allows up to 50 tickets per month, making it suitable for a solo operator or personal project rather than a growing support queue.

Plan	Price	What it means
Free	0.00 USD per free	Up to 50 tickets per month; best for very low-volume use.
Standard	12.00 USD per month (billed billed annually)	200 GB attachment file storage; the lowest paid entry point.
Plus	22.00 USD per month (billed billed annually)	500 GB attachment file storage and a Customer Success Manager; includes limited free AI Agent credits.
Premium	32.00 USD per month (billed billed annually)	1 TB attachment file storage, asset management, HIPAA compliance and a Customer Success Manager; includes limited free AI Agent credits.

All three paid plans include 24×7 email support, migration assistance and SOC 2 Type II compliance. Standard is the cost-conscious step up from the 50-ticket cap; Plus adds storage and customer-success support, while Premium is the relevant tier for asset management or HIPAA needs. The AI Agent add-on is priced at 501000.00 USD per once and billed through usage-based credits, so confirm the credit economics before depending on agents at scale.

Platforms

Desk365 supports Android, iOS, web and API access. Mobile-responsive portals provide another route for agents and end users. Customer data is hosted in AWS data centers in the United States and European Union, while Microsoft Teams bots are hosted on Azure.

Who it's for

Desk365 fits small support and IT teams that want customer ticketing, Microsoft connections and service-management features in one workspace. It is less compelling for organizations that need asset management below Premium, HIPAA coverage on a lower tier, or more than 50 monthly tickets without moving to a paid plan.

Pros and cons

Pros: Multiple intake channels and Microsoft integrations suit teams whose users already work across Teams and Microsoft 365.
Pros: Copilot and AI Agents cover both agent writing tasks and customer-question handling, with escalation into tickets.
Pros: Paid plans include SOC 2 Type II compliance, 24×7 email support and migration assistance.
Cons: The free plan stops at 50 tickets per month, limiting its usefulness beyond solo or personal-project workloads.
Cons: Asset management and HIPAA compliance require Premium, so regulated or asset-heavy teams face a higher plan threshold.
Cons: AI Agent credits are usage-based; limited included credits on Plus and Premium do not amount to unlimited automation.

Alternatives

Choose GLPI if you want a freemium option with Linux, Windows, macOS and self-hosted platforms; its Public Cloud plan is 19.00 EUR per month per IT agent, from one billed agent, with 5 GB disk and 20 MB maximum attachments. iTop is worth considering when a free, unrestricted Community plan and self-hosted platform options matter more than Desk365’s Microsoft-focused workspace. Request Tracker offers a free GNU GPL version 2 option with no usage charge. osTicket is another free alternative.

Pick Freshservice if you want a paid option whose Starter plan includes knowledge management, task management, a support portal and omnichannel support at 19.00 USD per month, billed billed annually. Jitbit Helpdesk is an alternative with cloud and self-hosted platform support; its Small plan is a 2199.00 USD one-time perpetual license for 10 agents. Alloy Navigator offers a 19.00 USD per month annually billed Explorer plan for up to three technicians and unlimited requesters, cloud or on-premises. InvGate Service Desk is another paid option, with a Pro plan starting at 500.00 USD per year per agent and $2,500 per year for 5–50 agents.

For broader comparisons, browse IT Help Desk Software, IT SLA Management Software and Help desk software.

Verdict

Choose Desk365 if a small team wants customer support and IT workflows together, especially when Microsoft Teams and related services are already central to its stack. Its strongest case is the combination of multiple ticket channels, AI assistance and ITSM capabilities. Look elsewhere if you need a generous free queue, asset management without Premium, or HIPAA compliance at a lower tier.

	Cerb	Desk365
Free plan	No	Yes
Free trial	No	Yes
Paid from	—	$12/mo
Open source	No	No
Platforms	api	Android, api, iOS, Web
Free plan	Yes	Yes
Paid from	$40/user/mo	—
Shared inbox	Yes	—
SLA management	Yes	Yes
Help center	Yes	—
Ticket automation	Yes	—
Customer portal	Yes	—
API access	Yes	—

Cerb vs Desk365

Cerb

Desk365