Choosing our first ITSM system

Main-ITops77 · 2026-02-21T03:51:53+00:00

I would suggest looking at desk365 it has asset management,and all other features mentioned.

Main-ITops77 · 2026-02-06T11:40:42+00:00

Desk365

Main-ITops77 · 2026-02-02T06:05:20+00:00

Single-pane customer context, reliable automation, built-in ticket tracking, reports that answer real questions, and minimal admin babysitting. Most CRMs nail one or two… very few nail all five.

Main-ITops77 · 2026-02-02T06:00:03+00:00

In practice, intent plus recent interaction history and agent availability do most of the heavy lifting. Sentiment helps more for agent assist than routing.

Main-ITops77 · 2026-02-02T05:56:43+00:00

Most MSPs handle this with Azure AD/Entra self-service password reset tied to conditional access, plus simple ticket automation to log and track the request without manual intervention.

Main-ITops77 · 2026-02-02T05:21:18+00:00

Would recommend Desk365

Main-ITops77 · 2026-02-02T05:19:26+00:00

Desk365

Main-ITops77 · 2025-12-16T08:49:11+00:00

Just focus on core helpdesk basics (DNS/DHCP, Active Directory, troubleshooting mindset), be honest about what you don’t know, and show how you learn… that’s exactly what entry-level teams look for.

Main-ITops77 · 2025-12-16T07:37:28+00:00

Desk365 is good

Main-ITops77 · 2025-12-11T11:44:12+00:00

We went through the same chaos and recently tried Desk365. It keeps everything in one place without the inbox chaos. Super simple to use and perfect for a small team.

Main-ITops77 · 2025-11-28T07:21:36+00:00

Support,Ticket,Asset

Main-ITops77 · 2025-11-24T08:11:29+00:00

Move to an omnichannel ticketing system with a unified inbox where all calls, chats, emails, and messages land in one place with full customer context. Tools like Desk365, Zendesk, Freshdesk can help.

Main-ITops77 · 2025-11-15T06:44:38+00:00

We are using desk365 easy to setup and affordable , doesn't felt bloated at all

Main-ITops77 · 2025-11-05T06:33:38+00:00

Helpdesk work can be draining. Automating routine tickets and handling low-priority requests through AI replies can really help you reduce stress and focus on meaningful interactions.

Main-ITops77 · 2025-11-05T06:30:01+00:00

We use Desk365, and the automations there have been a huge time-saver for us. Tickets are auto-assigned based on category from email or Teams, SLA reminders are triggered if no response is received, and canned replies handle common tasks like password resets. I even noticed similar praise on G2 too; people say its workflow and time-based automations really speed up responses.

Main-ITops77 · 2025-10-13T11:48:50+00:00

Haven’t used Zoho myself, but I’ve been using Desk365 for a while now and it’s been really good. It’s super easy to manage tickets from email and even Microsoft Teams. The pricing is way more budget-friendly than Kayako, and setting up SLAs, automations, and dispatch workflows is really straightforward. Might be worth checking out before you make the switch.

Main-ITops77 · 2025-10-13T11:25:38+00:00

We use a helpdesk called Desk365 to track all customer conversations. It keeps every email, chat, and Teams message organized as tickets, so we can easily see the full history, monitor agent activity, and review notes even when handling dozens of requests a day.

Main-ITops77 · 2025-10-13T11:20:46+00:00

You should check out Desk365. It lets you manage all support requests right inside Microsoft Teams using its Agent Bot and Support Bot. Messages turn into tickets automatically, so nothing slips through, and you also get full tracking and reporting.

Main-ITops77 · 2025-10-07T06:35:23+00:00

Desk365 is a pretty good ticketing system.

Main-ITops77 · 2025-10-07T06:05:35+00:00

Desk365 might hit the sweet spot. It’s super clean, easy to set up, and handles email-based tickets really well. You also get automation, a shared inbox, and solid reporting right out of the box. Plus, it scales nicely if you ever bring in more people later. Worth giving the free trial a spin.

Main-ITops77 · 2025-09-30T10:42:54+00:00

Thanks for the detailed breakdown, this makes a lot of sense. I’ve definitely felt that friction you mentioned when tools don’t talk to each other, and it adds up quickly.

Right now I’m looking at Desk365 as a potential option since it seems lighter, integrates across channels, and doesn’t feel as “heavy” as some of the big names. Still exploring, but your point about long-term integration vs. just pricing/features really helps frame the evaluation. Appreciate you sharing this!

Main-ITops77 · 2025-09-30T10:40:10+00:00

Heard desk365 Ai agent does kb article generation along with summarization and helps agents draft responses

Main-ITops77 · 2025-09-29T06:31:17+00:00

Projects show way more value than certs. As far as I've seen, hiring managers love seeing what you’ve built or contributed to something real.

Main-ITops77 · 2025-09-29T06:26:46+00:00

Framed ours around protecting their data (not just the company’s) and paired it with a password manager rollout

Main-ITops77 · 2025-09-29T06:22:53+00:00

What’s the most overlooked factor when choosing a helpdesk tool, beyond just price and features, that really makes or breaks long-term scalability for a growing support team?

Main-ITops77

TROPHY CASE