Helpdesk 365
Reviews
Star rating
Rank in Service Desk
Pros and cons
Pros
- Ease of Use
- Customer Support
- Helpful
- Ticket Management
- Features
- Intuitive
Cons
- Slow Performance
- Poor Performance
- Performance Issues
- Complex Setup
- Missing Features
- Software Bugs
Traffic & LLM citations
Source: G2 review data
Winning from
Key stats
Adoption by company size
| Segment | Share of reviews |
|---|---|
| Small Business | 14.3% |
| Mid-Market | 73.2% |
| Enterprise | 12.5% |
Quarterly history
| Quarter | Reviews | Star rating |
|---|---|---|
| 2024 Q4 | 19 | 4.6 |
| 2025 Q1 | 3 | 4.5 |
| 2025 Q2 | 9 | 4.6 |
| 2025 Q3 | 16 | 4.6 |
| 2025 Q4 | 13 | 4.5 |
| 2026 Q1 | 21 | 4.8 |
| 2026 Q2 | 34 | 4.9 |
| 2026 Q3 | 21 | 4.8 |
Satisfaction ratings
What reviewers say
It keeps getting better with the smaller improvements
“We've been using Helpdesk 365 for a while, and some of the newer updates are making the day-to-day work easier. The AI features are interesting, but even things like Teams notifications and the new task options are useful for us.”
AI is becoming genuinely useful for our support team
“The AI workload insights and auto draft are the two newer features we've been using the most. The workload view helps our managers understand where the pressure is, and the auto draft gives agents a starting point for responding to tickets.”
The newer AI features are making a difference
“We've been using some of the newer AI features, particularly AI triage and auto draft. Along with the existing automation options, it takes care of some of the repetitive work that agents were doing manually.”