Desk365 Review

What it does

• Unified inbox for email, Microsoft Teams, a branded support portal, an embeddable web widget and an iframe web form
• Customers can raise tickets, get status updates and reply to agents without leaving Teams
• Automation rules on ticket creation and updates, SLA reminders and escalations, canned responses and custom ticket fields on every paid plan
• Knowledge base with public and internal articles; AI Copilot can draft articles from resolved tickets (Plus and up)
• Customer support and internal IT (assets, Intune sync, change approvals) can run in one account, split into departments with their own queues and addresses
• Native Microsoft connectors: Entra ID sync and SSO, Power Automate, a Microsoft 365 Copilot plugin, Intune sync
• Helpdesk interface in any one of 30 languages
• Missing: the channel list stops at email, Teams, portal, widget and form. No phone, SMS, WhatsApp, Instagram or Facebook channel, no human live chat, and no Shopify or other ecommerce integration on the pricing page

Pricing at a glance

• Per agent, per month, with unlimited end-users raising tickets
• Standard $12, Plus $22, Premium $32 per agent per month, billed annually
• Monthly billing exists, but we did not capture the monthly prices. The page says only "save up to 25% with yearly plans", and we have not worked a monthly figure back from that
• The page title says "Plans start from just $12 per month" and the homepage says "$22/agent/month". Neither mentions that these are annual rates
• Five agents cost $60, $110 or $160 a month, billed annually. Ten agents on Plus cost $220 a month, or $2,640 a year, billed annually
• Free plan: $0, 50 tickets a month, no time limit. Your account moves to it automatically when the trial ends
• 21-day free trial on every plan, no card required
• Attachment storage: 200 GB on Standard, 500 GB on Plus, 1 TB on Premium
• The tier gate that matters for customer service: CSAT surveys, round-robin and load-based assignment, time-based automations, multiple business hours, the multilingual helpdesk and AI Copilot all start at Plus. That costs $10 more per agent per month, billed annually, or $600 a year for five agents
• Switch-at-renewal offer: start on an extended trial and pay when your current contract ends, price locked at signup, migration at no extra cost, a dedicated account manager

AI pricing

• The AI Agent is an add-on: $50 per 1,000 credits
• Plus includes 100 free credits a month, Premium 200
• Standard gets no free credits, and the page does not say clearly whether Standard can buy the add-on at all
• The pricing page does not say what one credit buys: a message, a conversation or a resolution. So you cannot work out the cost of a resolved conversation before you buy. Ask
• Usage shows in a dedicated dashboard. The pricing page mentions no spending cap
• AI Copilot (draft replies, summarize tickets, generate KB articles) is listed on the Plus plan card. Rephrase and translate are in the comparison table
• What it can do: chat on your website and support portal, answer from knowledge you train it on, hand off to a human as a ticket
• What it can't do, as described: Desk365's own pages describe answering and escalating only. Nothing describes the AI looking up, cancelling or refunding an order, and no ecommerce integration is listed for it to act through

Before you commit

• API rate limit on Standard is 100 requests per hour, against 50 per minute on Plus and Premium. The table's header says "Requests per Minute" while the Standard cell says "/hr", so the page contradicts itself. Get the real limit in writing before you wire up integrations
• Cancelling takes effect only at the end of your term. On an annual plan, you pay out the year
• Custom contact and company fields are Premium only. Storing order count, lifetime value or store on the customer record means $32 per agent per month, billed annually
• Audit logs, HIPAA compliance, encrypted PII/PHI fields and data redaction are Premium only
• The only SSO listed is Microsoft Entra ID. Google Workspace and Okta shops will find no SSO option on the page
• Jira and Power BI are marked "Using API", and Asana, Planner and Azure DevOps "Using Power Automate". Outside Microsoft, integrations are yours to build
• Freshdesk is the only migration source named. Ask about exports from anything else before signing
• Mobile is listed as "Mobile View" for iOS and Android. We could not confirm whether that is a native app or a mobile web view
• US and EU data centers exist. Which plans let you choose the location could not be read from our capture
• We did not check uptime or incident history

Who should buy it, and who should skip it

How we checked this

Prices were read on 2026-10-06 from the text of Desk365's own pricing page as it rendered on the annual toggle, which labels every figure "billed annually". The monthly toggle was not captured, and we have asked for a screenshot rather than calculating monthly prices from the "up to 25%" claim. Everything else was checked against that page and Desk365's homepage on the same date. The comparison table's tick marks did not survive our capture, so we report a feature by tier only where a plan card or a table cell spells it out. Data-center choice, SSO and support-tier availability stay unverified. Desk365's AI Agent page, help center and status page were not read for this version. Headquarters and founding year on file did not appear on the pages we read and are unverified here. No review-site text was used.