Find your fit
Who it is for
It is a practical fit to examine for teams already using Microsoft 365: the Teams Support Bot lets contacts create and track requests, and the Agent Bot gives staff ticket actions inside Teams. The same product also accepts email and web requests, so teams need not make Teams the only intake path.
Desk365 markets the workspace to customer support, IT, HR, finance and operations teams. Compare the plan table with your actual intake volume, agent count and internal service process before committing.
The work it supports
Core capabilities
Shared inbox. Tickets from supported channels collect in one team view for filtering, assignment and collaboration. Decide how your team will route unassigned work and own follow-up.
Support tickets. Desk365 converts customer email into trackable tickets that agents can answer through email and the support portal.
Knowledge base. Staff can create and manage a knowledge base for support answers. Set visibility and an article owner before treating it as a self-service channel.
Understand the offer
Pricing and getting started
On the current pricing page with USD and yearly billing selected, Standard is $12, Plus $22 and Premium $32 per agent per month, billed annually. Monthly billing is offered but the captured display did not establish its rates; confirm currency, billing term, tax and checkout total.
The official FAQ offers a 21-day trial of all features without a card at signup. It says an account that does not upgrade moves to a limited free plan; the pricing card describes a 50-ticket-per-month limit. Paid billing is by agent, with unlimited end users who create tickets.
Look a little closer
Before you choose
Channel setup. Email, Microsoft Teams, web form/widget and a customer portal are listed intake paths. Confirm which ones your chosen plan and environment need, then test a request from each route through assignment and reply.
Ticket automation. Desk365 describes automation macros triggered when tickets are created or updated, with actions based on ticket or customer properties. Check the exact rule triggers and routing on your selected plan.
Plan boundaries. Standard includes the main ticket intake and knowledge-base tools in the pricing table. Plus adds round-robin/load-based assignment and ticket-related task checklists; Premium adds audit logs and asset management. Check the detailed comparison for any feature that drives your purchase.
AI scope. The AI Agent is a credit-based add-on, with limited credits on Plus and Premium. Official Teams help says its deployment in Teams is coming soon, while the Chat Widget and Support Portal are current channels. Do not assume AI behavior or price is included in a base seat.
Chat distinction. Desk365 says it has no native human live-chat widget; real-time chat uses its AI Agent add-on. Teams ticket conversations should not be confused with a staffed website live-chat channel.
Research scope. These statements come from current public official pages. No trial account, connected email, Teams bot, portal, automation, AI credit use or checkout was tested.
6 distinct sources behind this profile. Research observed Oct 15, 2026. Features and offers can change.
View sources and research →
