You can configure the Desk365 connector in Microsoft Copilot Studio to enable users to manage helpdesk tickets within Microsoft Teams or Microsoft 365 Copilot experiences. With this setup, users can retrieve tickets or create new ones using natural language — without leaving Teams. This

You can sync custom contact fields in Desk365 with user attributes from Microsoft Entra ID. This means when a user’s information is updated in Microsoft Entra ID, the corresponding contact field in Desk365 will update automatically. Note: This guide assumes that user provisioning between Microsoft Entra ID and Desk365

Data redaction is a security feature in Desk365 that automatically detects and masks sensitive information in customer communications. This includes data such as email addresses, SSN, phone, credit cards, and IP addresses that may appear in ticket subjects, descriptions, ticket replies, forwards, or notes.  Once enabled, data redaction ensures that sensitive information is hidden

Encrypted field logs in Desk365 help you maintain transparency, security, and compliance when handling sensitive data. With encrypted field logs, every action performed on encrypted ticket fields is recorded in one centralized place, making it easy to review who did what, when, and from

Scheduled ticket creation allows you to automatically generate tickets in Desk365 at predefined times or intervals. This is useful for recurring operational tasks such as IT maintenance, asset health checks, compliance reviews, monthly audits, and more. Desk365 will automatically create tickets based on the

Desk365 lets you assign special roles to contacts so they can oversee and manage support tickets created by others in their organization. This is done by marking a contact as a Company Manager or a Department Manager. These roles are commonly used when a customer wants a single

Managing customer information efficiently is just as important as managing support tickets. With the contact fields and company fields in Desk365, you can store richer context about the contacts and companies you support and use that data everywhere, from tickets and automation to notifications

Desk365 lets you choose the language used in both your agent portal, support portal and Support Bot, so your team and contacts can work in a language they’re comfortable with.  This article walks you through:  Where to find the languages settings  How to set a default

Desk365 Premium includes advanced features designed for teams that need more structure, security, and automation as they scale. You can upgrade to the Premium plan in two ways: From the Desk365 website by visiting the Pricing page and selecting the Premium plan From within

Desk365’s AI Agent helps you deliver instant, accurate, and consistent support by answering customer questions using your existing knowledge. You can train it using your knowledge base, website content, files, Q&A and then deploy one or more AI Agents across multiple channels like your