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Desk365

SUPPORT
Velocity5.0

Microsoft Teams-native customer support helpdesk

www.desk365.io ↗

Asset management is the real build; the feed is mostly an interview series.

itsmasset-managementhelpdeskmicrosoft-intunecontent-series
◆Current state
Desk365's feed mixes two things. The product half is a steady asset-management build-out: Microsoft Intune device sync with field mapping, asset activity tracking, more flexible exports and labels, expanded APIs, plus a Phase 2 August release adding printable knowledge-base articles, JSON data for section-based dropdowns, reorganised ticket and time-entry categories and quick-start timers. The other half is Humans of Support, an interview series running roughly weekly, alongside comparison and metrics content.
◆Where it's heading
The shipping work points at IT service management rather than general customer support — Intune sync, asset activity history and asset exports are ITSM concerns, and they are arriving faster than anything on the ticketing side. Desk365 is positioning against MSP and internal-IT helpdesks while its written content argues that AI is not a substitute for judgement, which is a deliberately conservative stance for the category.
◆Prediction
Expect the next product release to deepen asset management further — likely software or licence inventory on top of the device sync already in place — and to keep arriving as a batched monthly or phase digest rather than individual feature notes.

◆Recent moves

  1. 19d ago

    Aden Ritz on Why the Sales Promise is Support’s Job to Keep

    Another Humans of Support interview, this one on support inheriting the promises sales makes. It is part of the recurring content series and carries no product change.

    View source ↗
  2. 26d ago

    Printable KB articles, JSON dropdowns, and more asset control

    A batched release covering printable knowledge-base articles from the portal and Teams, full JSON for section-based dropdowns, reorganised category management, quick-start ticket timers and more asset control. Incremental across the board, but the asset items continue the ITSM push that dominates this window.

    View source ↗
  3. 26d ago

    Sophie Danby on Why AI is Not a Silver Bullet

    An interview arguing AI is not a silver bullet for support. Editorial content consistent with the cautious positioning running through the series.

    View source ↗
  4. 26d ago

    Best Customer Service Software : Top Tools Compared

    A comparison post on customer service software written for search traffic. No release information.

    View source ↗
  5. 27d ago

    Just Launched: Microsoft Intune Integration within Desk365

    Microsoft Intune integration lets organisations sync managed devices into Desk365 asset management with explicit field mapping. This is the anchor of the current asset-management arc and the reason the later digests keep returning to asset tooling.

    View source ↗
  6. 1mo ago

    Arsen Misakyan on Why AI Won’t Make the Hard Calls

    A further Humans of Support interview on the limits of AI in judgement-heavy support work. Series content, not a release.

    View source ↗