Multi-Factor Authentication (MFA) in Desk365 adds an extra layer of security to your helpdesk by requiring users to verify their identity using more than just a password. This helps protect both your agent portal and support portal from unauthorized access. With MFA enabled, users

Agent authentication settings allow you to control how agents access your helpdesk and define the security measures required during sign-in. This includes configuring login methods, enabling multi-factor authentication (MFA), setting password rules, and managing session behavior. These settings help ensure secure access to your helpdesk while

Contact authentication settings allow you to control how end users or contacts access your support portal and define the security measures required during sign-in. This includes configuring login methods, enabling multi-factor authentication (MFA), setting password rule, and managing session behavior. These settings help ensure secure access to your

The channel controls setting gives you a simple way to control which support channels are available to your end users. Instead of managing each channel separately, you can enable or disable options like Email, Microsoft Teams, and the Support Portal from one place, depending on what works best

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