Desk365

09/03/2026

Let’s take away the dashboards, metrics, and buzzwords for a minute.

What do you think your support would look like?

That’s what we explored in the latest episode of Humans of Support, where we spoke with Aden Ritz, USA Growth Partner at VirtuHire, about what really makes great customer support.

We talked about everything from AI and automation to customer handoffs, support metrics, and the moments that can make or break the customer experience.

One thought from Aden really stood out to us:

“The user gets on with their day and never finds out how much had to happen for that to be true.”

That’s what good support should feel like.

Thanks, Aden, for sharing your experience and perspective with us.

Read the full interview:

https://www.desk365.io/blog/humans-of-support-aden-ritz/?utm_source=facebook&utm_medium=social

08/31/2026

A request can be simple, but getting it approved should also be, right?

Let’s say a team member needs access to a new tool. A manager needs to review the request. IT needs to verify the requirements. Security may need to sign off.

The request moves across teams, and every handoff adds another opportunity for delays.

Without a defined approval process, teams end up relying on manual follow-ups, scattered conversations, and unclear ownership.

Desk365’s Approval Management brings structure to the process.

Create approval workflows that match your business needs, assign the right approvers, support sequential or non-sequential approvals, send timely notifications, and keep every decision recorded with a complete audit trail.

So, approvals become a clear, controlled step toward getting work done.

https://www.desk365.io/change-approval-management/?utm_source=facebook&utm_medium=social

08/28/2026

One of our customers, CCKeys, shared how Desk365 has been one of the smoothest ticketing system integrations they've experienced, helping them connect their support workflows with the tools they already use every day.

Watch the full customer conversation to hear why they recommend Desk365 for teams using Microsoft 365.

You can also find the full customer story drafted as a case study here.

https://www.desk365.io/customers/cckeys?utm_source=facebook&utm_medium=social

08/25/2026

We spoke to Sophie Danby, and man, did it change how we think about IT support.

Episode 3 of Humans of Support just dropped. Take a look here.

https://www.desk365.io/blog/humans-of-support-sophie-danby/?utm_source=facebook&utm_medium=social

08/24/2026

Desk365 August Phase 2 product updates are here!

This time, we’re bringing updates that make everyday support work simpler, with better control over assets, faster time tracking, easier knowledge sharing, and more flexibility across your workflows.

Here’s a look at what’s new in Desk365.

☑️ More control over assets

Set asset access by role, and get a dedicated view of all assets associated with a company.

☑️ Faster, more flexible time tracking

Start timers directly from tickets with Quick Start, organize time entries with categories, automate timer actions when needed, and export time entries.

☑️ A cleaner way to manage ticket categories

Manage ticket and time entry categories from dedicated sections, with more control over who can assign categories.

☑️ Print Knowledge Base articles from where you work

Users can now print Knowledge Base articles from the Support Portal and Agent Portal and even access the print option through the Desk365 Support Bot in Microsoft Teams.

☑️ More flexibility with dropdown data

Work with the full JSON structure of dropdowns that use sections when inserting placeholders.

Explore everything new in Desk365 August 2026 Phase 2

https://www.desk365.io/blog/desk365-product-updates-phase-2-august-2026/?utm_source=facebook&utm_medium=social

08/20/2026

Just launched: Microsoft Intune integration within Desk365.

Managing devices is one thing. Managing the support requests around those devices is another.

Your IT team might use Microsoft Intune to manage devices, but when a user raises a ticket in Desk365, finding the right device information can still mean switching between systems, checking details, or updating asset records manually.

That’s exactly the gap we wanted to close.

Microsoft Intune integration is now available in Desk365 so you can import and sync all your Intune-managed devices into Desk365 Asset Management. Map the fields that matter and keep your device information alongside the tickets and IT assets your team already works with.

And we’re not stopping with Intune. Desk365 already works with Microsoft Teams and Entra ID, making us one of the most comprehensive helpdesk solutions that fit well with your Microsoft techstack.

Next up? AI Agent for Microsoft Teams, coming soon.

Read more in the blog.

https://www.desk365.io/blog/microsoft-intune-integration-within-desk365/?utm_source=facebook&utm_medium=social

08/19/2026

Episode 2 of Humans of Support is here!

If you enjoyed our first episode, we’ve got another interesting conversation for you.

This time, we’re talking to Arsen Misakyan, Founder & CEO of LAXcar.

One thing that stood out to us was Arsen’s perspective on customer expectations. In a business where every interaction matters, being responsive and reliable can make all the difference. It’s not always about doing something extraordinary. Sometimes, it’s about consistently getting the little things right and making sure customers know they can count on you.

And that’s what made this conversation interesting for us. Customer support can look very different across industries, but the fundamentals often remain the same: listen, communicate, follow through, and make the customer feel heard.

So, if you’re curious to hear Arsen’s take read episode 2 👇

https://www.desk365.io/blog/humans-of-support-arsen-misakyan/?utm_source=facebook&utm_medium=social

In our second Humans of Support interview, LAXcar's Arsen Misakyan on 11 years in banking support and why AI can't make the hard calls.

08/17/2026

Successful IT Asset Management starts long before you add your first asset.

From defining asset types to maintaining accurate records and automating lifecycle management, a solid foundation makes all the difference.

We've put together a blog that covers the key lessons every IT team should know before setting up an ITAM.

Read it here 👇
https://www.desk365.io/blog/lessons-for-setting-up-it-asset-management/?utm_source=facebook&utm_medium=social

08/14/2026

Three months. Five major releases. One very busy quarter.

Q2 was about four things: Asset Management, AI, Security, and getting more done in less time.

The highlights:
☑️ A more powerful Asset Management experience with QR codes, barcodes, mobile support, bulk actions, software imports, and smarter inventory management.
☑️ Multi-Factor Authentication for agents and contacts, included with every paid plan.
☑️ A more transparent AI experience with conversation tracking, knowledge source references, and a redesigned chatbot.
☑️ Expanded multilingual support to help organizations support users around the world.
☑️ Productivity improvements like Channel Controls, advanced automations, smarter search, Ticket Import APIs, and flexible group email addresses.

Q3 is already off to an exciting start with the launch of the Desk365 AI Agent for Microsoft Teams, with even more innovations on the way.

Watch our Q2 roundup here 👇
https://youtu.be/NgMf4BfZwjQ

08/12/2026

Curious to see Desk365 through someone else’s eyes? We’ve been reviewed by this YouTube channel. Take a deep dive and see what our helpdesk platform offers.

https://youtu.be/8Q3-TkbaBrg?si=c4Zqlfzgqjgh-2FN

Desk365 Review - Best Helpdesk Software for Customer Support Teams!...