Desk365 is an AI‑enhanced helpdesk platform that consolidates tickets from email, web portals, chat, and Microsoft Teams into a single searchable inbox while preserving each channel’s native experience. The solution provides AI agents for automated L1 query handling, knowledge‑base article generation, and ticket summarization, along with configurable automation, SLA monitoring, and deep Microsoft 365 integration via APIs, webhooks, and Power Automate connectors.
Funding
Funding not disclosed
Founders
Product
Problem
Organizations that rely on multiple communication channels—email, web portals, chat, and collaboration tools—often face fragmented ticket streams, manual routing, and inconsistent SLA enforcement, leading to delayed resolutions and high agent workload.
Solution
Desk365 delivers an AI‑enhanced helpdesk platform that consolidates all inbound requests into a single, searchable inbox while preserving each channel’s native experience. Integrated tightly with Microsoft Teams and other enterprise tools, the system enables agents to create, update, and resolve tickets without leaving their collaboration environment. Built‑in AI agents automatically field routine inquiries, generate knowledge‑base articles from ticket content, and produce concise ticket summaries, freeing agents to focus on complex issues. Configurable automation macros trigger actions based on ticket attributes, and round‑robin routing balances workload across support staff. Real‑time SLA monitoring provides proactive alerts and compliance reporting. The platform is extensible via REST APIs, webhooks, and Power Automate connectors, allowing seamless data flow to downstream ITSM and analytics systems. A responsive web and mobile UI ensures agents and customers can interact with the service from any device.
Target Audience
Primary users are internal IT service desks, MSPs, and customer support teams in mid‑size to enterprise organizations that rely on Microsoft 365 for collaboration and need a unified, AI‑driven ticketing solution.
Features
- Unified omnichannel inbox aggregating tickets from Microsoft Teams, email, support portal, web widgets, and iframe forms.
- AI Agent suite that can be trained on corporate knowledge to handle L1 queries, generate KB articles, summarize tickets, and draft response content.
- Automation engine with conditional macros for ticket creation, status changes, and field updates, plus built‑in round‑robin assignment for load balancing.
- SLA management dashboard with configurable thresholds, reminder notifications, and breach reporting.
- Full Microsoft 365 integration: Azure AD SSO, Power Automate connector, and native Teams ticketing bot.
- Open APIs and webhook framework for bi‑directional sync with Jira, Azure DevOps, Asana, Power BI, and other third‑party systems.
- Customizable roles, fields, forms, and branding to match organizational workflows and compliance requirements.
- Mobile‑responsive UI and native push notifications delivering real‑time ticket alerts to agents on desktop or mobile devices.