Desk365 Reviews

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.

Pros

Since we rely heavily on Microsoft Teams, the integration with this app has been excellent. Both our users and support agents can remain inside Teams to submit tickets and handle them as they come in which fits perfectly into the way we already work.

Cons

It's not really a complaint but the platform is packed with features so there's quite a bit to go through and review at first.

Pros

Getting started with this system was simple and using it day to day has been just as easy. It comes with plenty of strong features and performs flawlessly especially considering the price.

Cons

There really isn't anything I dislike about this system. Whenever an issue comes up, the support team takes care of it.

Pros

Right from the start, it has worked really well for our organization. We have several departments across our auto group using it and the program has been reliable and simple for staff in many different roles and with varying levels of technical knowledge. Getting everything set up and rolled out was simple which made implementation much easier across the board.

Cons

On few occasions something didn't work the way we wanted, we contacted their support team and were either given a workable solution or later saw those features addressed and implemented.

Pros

Setup was incredibly simple and its easy to use. I really appreciated how flexible it is especially being able to set up different departments and build workflows that fit exactly how our team operates. That customization has made a big difference in routing the right types of tickets to the right people without extra back-and-forth. The visibility Desk365 gives into active tickets and who is responsible for each task has been a huge improvement for our IT department. One feature I especially value is the auto-assignment since it automatically sends ERP-related tickets to the correct team members and helps speed up resolution times. The Teams integration has also been a big plus because it sits inside a platform everyone already knows which makes it simple for even less technical users to submit tickets. Overall, it has been an excellent solution for managing our IT tickets and if I ever had to choose a ticketing system on my own again, this would absolutely be the one I'd go with.

Cons

Nothing about it bothers me.

Pros

It felt clean and user-friendly. We were up and running within hours, not weeks and it still came with a wide range of features. The pricing is simple and it's clear this was built by IT people who actually understand how support teams work. The API integrations are another big plus.

Cons

I don't have any complaints. This software really gets it and I'm very impressed.

Pros

this tool fits really well into the Microsoft ecosystem especially with Teams and Power Automate. It's lightweight, quick to get up and running and the API gives us a simple way to build in custom actions. Their support team has been pretty responsive and they've even introduced features that helped us get more value out of the platform. Pricing is also very reasonable.

Cons

A couple of limitations still stand out. Ticket types feel a bit rigid especially around tickets in the closed state and the API rate limit is extremely low.

Pros

After more than a year of using it, it has become a really valuable tool for everyone on our team. Set up was quick and uncomplicated and we were able to begin using the app within just a few days. As more departments became interested, we expanded from our original 4 agents to a team of 25. Because of that growth, our sourcing, finance and vendor support teams have also started using it to improve and organize the way they work. People genuinely like how user-friendly the interface is and from the agent side, we've been able to make strong use of the API and automations to extend and improve what we can do in the field.

Cons

There honestly isn't much for me to criticize about it. Any time I've run into a problem or submitted a feature request, their team has replied professionally and kindly. They clearly recognize when something is urgent and take the time to thoughtfully review every suggestion and piece of feedback.