The AI Agent has completely changed how employees interact with our support team. Instead of logging into a portal, users simply describe their issue through a conversational interface. The AI understands the request, creates the ticket automatically, and gathers all the necessary information before assigning it to the right team. Review collected by and hosted on G2.com.

We're excited to see the AI Agent handle even more business scenarios as it continues to evolve. Review collected by and hosted on G2.com.

One of the biggest advantages for our organizations is the deep Microsoft Teams integration. Our employees can create, update, comment on, and track tickets directly within Teams without opening another application. Since Teams is already our primary collaboration platform, user adoption was almost immediate. The overall experience feels like a natural extension of Microsoft 365 rather than a third-party application. Review collected by and hosted on G2.com.

We would love to see even more team-specific capabilities introduced in future updates. Review collected by and hosted on G2.com.

Employees no longer have to remember URLs, navigate complex portals, or complete lengthy forms. Whether through Teams or the AI Agent, requesting support has become a simple conversation, making the overall experience much more user-friendly. Review collected by and hosted on G2.com.

We hope to see additional self-service capabilities introduced in future releases. Review collected by and hosted on G2.com.

I am still learning! But, the potential for automating review of common and routine requests for my area within my department, and house all documents and information in one place rather than within several as we currently use is highly anticipated. Review collected by and hosted on G2.com.

Learning SharePoint backend configurations and limitations. Not an application I am familiar with. Review collected by and hosted on G2.com.

The Microsoft Copilot integration helps our support agents quickly summarize tickets, draft responses, and retrieve relevant information without leaving the platform. It reduces repetitive work and allows agents to focus more on solving problems rather than writing responses. Review collected by and hosted on G2.com.

We look forward to seeing Microsoft Copilot integrated into additional workflows. Review collected by and hosted on G2.com.

The Azure OpenAI capabilities are implemented in a very practical way. Instead of adding for the sake of it, the platform uses AI to summarize conversations, recommend responses, improve ticket quality, and help agents make faster decisions. Review collected by and hosted on G2.com.

As AI continues to evolve, we're excited to see even more intelligent capabilities added to the platform Review collected by and hosted on G2.com.

Employees no longer have to remember URLs, navigate complex portals, or complete lengthy forms. Whether through Teams or the AI Agent, requesting support has become a simple conversation, making the overall experience much more user-friendly. Review collected by and hosted on G2.com.

We hope to see additional self-service capabilities introduced in future releases. Review collected by and hosted on G2.com.

The support on Teams is fast and responsive. We can set a meeting and get things sorted. Review collected by and hosted on G2.com.

The annual subscription for the first year. This should be reduced to quarterly if the customer asks for it. Review collected by and hosted on G2.com.

I like how straightforward Helpdesk 365 is and the support we get from the Helpdesk 365 team, especially Varun, who helped us customize fields and tailor Helpdesk 365 to our organization. I also appreciate being able to edit the default messages and adjust the tone in responses to fit our organization's style. Review collected by and hosted on G2.com.

I wish that Helpdesk 365 is able to automatically assign a ticket to our "teams ticket" without having to manually assign it to an agent/supervisor/admin from our team before it moves to "teams ticket". At the moment I can see all the unassigned tickets as I am admin, but Helpdesk 365 is being used by 3 different departments/teams from our organization. There are tickets that are for HR (my team) in the unassigned tickets column, which cannot be seen in the teams ticket column unless I assign the ticket directly to one of the members of the HR Team. It was a bit hard, because we didn't know why the requesters are receiving all notifications related to their ticket, because the default is all yes. It stressed us out for a bit, because all emails sent to HRHelp email creates a ticket ID when we were used to just emailing HR Help to converse with our team who shares this inbox. Review collected by and hosted on G2.com.

Finding a helpdesk software that works well within a Microsoft GCC environment can be challenging. Helpdesk 365 met our compliance and security requirements while still providing a modern support experience for our teams Review collected by and hosted on G2.com.

We would like to see continued expansion of features available specifically for GCC customers Review collected by and hosted on G2.com.