7 Best Freshdesk Alternatives for Microsoft Teams
If your team lives in Microsoft Teams but your helpdesk doesn't, you may be missing out on a more seamless experience. Here are the best alternatives built for the Microsoft 365 ecosystem.
Why Use Teams for Helpdesk?
What happens when an employee needs help? The difference between a web portal and a Teams-native helpdesk is night and day.
Web-Based Helpdesk
Have a problem
Need IT help
Open browser
Navigate to portal
Login
Different credentials
Fill out form
Type issue from scratch
Submit & wait
Check email for updates
Get email
Click link back to portal
View response
Reply in portal
7+ steps, lots of waiting
Teams-Native Helpdesk
Have a problem
Ask in Teams
AI responds
Instant answer from KB
Still stuck?
"Connect me to someone"
Human handoff
To the right expert
Expert helps
Right in Teams
Solved without leaving Teams
AI Support, Right in Teams
Employees can convert any chat message into a support ticket with one click. No app switching, no copy-pasting, no separate logins. The AI bot can even suggest solutions from your knowledge base instantly.
How many sick days do I have per year?
Seamless Human Handoff
When the AI can't solve it alone, employees can request a human expert with one message. The handoff happens instantly, right in the same chat—no context lost, no waiting.
Can you connect me to someone? I need help setting up my new laptop.
Of course! Connecting you to an IT specialist now...
Hi Sarah! I'm Mike from IT. I'd be happy to help you set up your new laptop. Are you in the office or working remotely?
The 7 Best Alternatives
Ranked by how deeply they integrate with Microsoft Teams and the broader Microsoft 365 ecosystem.
Showing 7 of 7
Desk365
Best for: Small to mid-sized teams wanting budget-friendly Teams helpdesk
Built specifically for Microsoft 365 users. Lives inside Teams, letting employees create and track tickets without leaving their workspace.
Quick2Chat
RecommendedBest for: Enterprises needing AI + ServiceNow/Jira integration
AI-first helpdesk with official Microsoft 365 Certification. Combines RAG-powered knowledge base, conversational ticketing, and enterprise system integrations.
Only ~4% of Teams apps achieve Microsoft 365 Certification
Tikit by Cireson
Best for: IT service desks wanting Teams-native ITSM
Purpose-built for Microsoft Teams and IT support. Features virtual agent, service catalog, and ITIL-aligned workflows.
TeamsWork Ticketing
Best for: Budget-conscious teams wanting simple ticketing
Designed from the ground up to run entirely within Microsoft Teams. Simple and lightweight ticketing solution.
Crow Canyon NITRO
Best for: Enterprises wanting SharePoint-based helpdesk
Runs on Microsoft 365, Teams, and SharePoint. Data stays in your tenant with options for AI-advanced features.
Zendesk
Best for: Multi-channel enterprise with existing Zendesk investment
Industry-leading customer service platform with Teams integration. Treats Teams as an add-on channel rather than primary interface.
Hiver
Best for: Teams using both Gmail and Microsoft Teams
Started as Gmail-based helpdesk, expanded to support multiple channels including Microsoft Teams. Good for hybrid environments.
Frequently Asked Questions
Ready for a Teams-Native Helpdesk?
If your organization runs on Microsoft 365, a purpose-built helpdesk can transform your support experience.
Last updated January 2026. Features may change. Please verify current details on each vendor's website.