Desk365

Pros

Using Microsoft Teams constantly, having this tool built right into it has been fantastic. Our users and agents can submit and handle tickets directly inside Teams as they come in, without needing to jump between different tools.

Cons

Honestly, I don't have any complaints about the system. Whenever an issue has come up, the support team has handled it and resolved it quickly.

Pros

One thing that really worked for me with it is how customizable it is. The AI-generated knowledge base articles are a nice bonus and the Microsoft Teams integration is genuinely solid. Pricing feels best-in-class and getting started was fairly simple compared with other help desk tools I've used. The web UI does the job but having Teams act as the main interface is even better. I'd still love to see a Slack integration added at some point. On top of that, performance has been consistently reliable with no issues on my end.

Cons

The only thing I'd really want changed is reCAPTCHA. It would be helpful to have the option to disable it for tenants that use SSO for all contacts.

Pros

Being able to handle tickets right inside Microsoft Teams has been a huge win for us. Our team can create and reply to tickets without stepping out of their normal workflow which has made day-to-day support much more efficient. The automation rules are very powerful and still simple to configure so we can automatically route tickets using keywords, department and priority without much effort. SLA management has also been a big plus because the escalation alerts help us stay on top of deadlines before anything is breached. The reporting and analytics dashboards give us real-time visibility which has helped us make better decisions around staffing and process improvements. On top of that, the interface is clean and user-friendly so our agents got comfortable with it quickly and needed very little training. Setup was faster than expected and the documentation was detailed enough that we were up and running within a day. It also works really well with our Microsoft 365 and Active Directory setup so it fit naturally into the environment we already use. Add in the competitive pricing and excellent onboarding support and switching to Desk365 ended up being one of the best technology decisions we've made at Mako Logics. It has also kept up with our growth without any trouble, managing higher ticket volumes with no performance issues.

Cons

There honestly aren't many major downsides to point to. If I had to be picky, setting up some of the more advanced automation workflows came with a slight learning curve at first but their support team was extremely helpful and guided us through it. I'd also love to see a few more layout customization options in the knowledge base section though that feels more like a nice-to-have than an actual issue. One thing I do appreciate is how responsive the Desk365 team is to feedback, they've already made improvements to several features based on user requests which really shows they care about their customers.