Migrate your Helpdesk 365 data
SharePoint-native ticketing system that runs inside Microsoft 365 for organizations already invested in the Microsoft stack.
In its favor
Why people choose Helpdesk 365
The signal that keeps Helpdesk 365 on the shortlist. Sourced from G2, Capterra, and customer scoping calls.
Organizations already inside Microsoft 365 choose Helpdesk 365 because it installs as a certified SharePoint app without additional middleware or third-party connectors.
Teams using Outlook, Teams, and SharePoint daily get a unified admin experience with no new tool to log into, reducing context-switching for support agents.
Built-in SLA management, rule-based automation, and a knowledge base are included in the base product rather than locked behind higher-priced add-on tiers.
Power Automate and Power BI are available for custom workflows and reporting without requiring a separate platform license.
Organizations already comfortable with SharePoint list permissions and sharing find Helpdesk 365 requires minimal training and onboarding compared to standalone helpdesk platforms.
Independent review coverage is sparse, making it difficult to validate long-term reliability before committing historical data to the platform, especially when migration accuracy is critical.
Organizations outgrowing the feature set find that SharePoint list storage limits API flexibility, and the Standard plan's five-custom-field cap forces upgrades or workarounds for more complex support workflows.
Switching requires rebuilding automation rules, SLA policies, and routing logic from scratch because these are not exported as data, creating significant switching effort for established teams.
Reasons to switch
Why people leave Helpdesk 365
The recurring reasons buyers give for replacing Helpdesk 365. Presented as facts, not knocks.
Platform scorecard
Strengths, weaknesses, and where Helpdesk 365 fits
Grades across six dimensions, plus a SWOT-style view of where the platform shines and where it falls short.
SWOT — strengths, weaknesses, and use-case fit
Strengths
Weaknesses
Where it works
Where it struggles
Pricing tiers
Helpdesk 365 pricing overview
Helpdesk 365 (HR365) publishes four named tiers on the apps365.com pricing page: Standard at $49/month, Plus at $99/month, Premium at $149/month, and Enterprise at $249/month. Pricing is per tenant rather than per user — each tier defines a user ceiling (Standard up to 50, Plus up to 200). A 14-day free trial with full features is available. The product is deployed inside the customer's Microsoft 365 tenant (SharePoint / Teams) rather than as a standalone SaaS app.
Standard
Tier 1 of 4
$49/month
What's included
Need help selecting your Helpdesk?
Book a free 30 minute consultationPricing is informational. FlitStack AI does not bill on Helpdesk 365's schedule — see our quote-based pricing →
What gets migrated
Helpdesk 365 object support
Object-by-object support for Helpdesk 365 migrations. Per-pair details surface during scoping.
Tickets
Fully supportedThe primary record type in Helpdesk 365. Tickets have a defined schema covering status, priority, assignee, requester, timestamps, and thread history. The Export tab in Settings > Admin provides direct ticket export. We pull full ticket objects including conversation threads and metadata in a single pass.
Contacts
Fully supportedHelpdesk 365's customer/requestor object. Contacts store name, email, phone, and organization link. The Export tab in Settings > Admin covers contacts alongside tickets and companies. We migrate contact records 1:1 and preserve the Contact-to-Ticket relationship by matching on email.
Companies
Fully supportedThe organization/company object in Helpdesk 365. Companies link to Contacts and Tickets. The Export tab confirms companies as a distinct exportable entity. We migrate company records and rebuild the Company-to-Contact linkage in the destination system.
Agents
Mapping requiredAgent profiles in Helpdesk 365 include name, email, role, and team membership. The CSV confirms agents exist but does not confirm a dedicated agent export endpoint. We verify agent export availability during discovery and map agent names to owner fields on tickets if a direct export is not available.
Teams
Mapping requiredTeam configuration groups agents for routing and SLA assignment. Teams are confirmed as part of Helpdesk 365's object model. Export availability is not explicitly documented in the CSV, so we validate team export during scoping and map team names to routing rules in the target system.
Custom Fields
Mapping requiredHelpdesk 365 supports custom fields on tickets with an API key name used for programmatic value-setting. Standard tier is limited to five activated custom fields; Enterprise removes this cap. We inspect the source system's custom field count and API key names, then map them to equivalent destination fields. Fields beyond the Standard cap require a rebuild conversation with the customer before migration.
Knowledge Base Articles
Mapping requiredHelpdesk 365 includes a knowledge base for self-service content. Articles contain title, body (HTML), category, and publish status. The CSV does not confirm a dedicated KB export API. We evaluate the knowledge base during scoping and migrate articles via direct extraction where the API supports it, or flag manual KB migration if it does not.
Tags
Mapping requiredTags in Helpdesk 365 provide ticket categorization and can drive routing rules. The CSV does not confirm a standalone tag export endpoint. We pull tags from ticket records during ticket extraction and reconstruct tag assignments in the destination system.
Attachments
Mapping requiredTicket attachments in Helpdesk 365 are stored in SharePoint document libraries and referenced by URL. The CSV does not confirm a dedicated attachment export API. We extract attachment URLs from ticket records and evaluate whether to migrate files to the target system's storage or preserve only the link reference.
| Object | Support | Notes |
|---|---|---|
| Tickets | Fully supported | The primary record type in Helpdesk 365. Tickets have a defined schema covering status, priority, assignee, requester, timestamps, and thread history. The Export tab in Settings > Admin provides direct ticket export. We pull full ticket objects including conversation threads and metadata in a single pass. |
| Contacts | Fully supported | Helpdesk 365's customer/requestor object. Contacts store name, email, phone, and organization link. The Export tab in Settings > Admin covers contacts alongside tickets and companies. We migrate contact records 1:1 and preserve the Contact-to-Ticket relationship by matching on email. |
| Companies | Fully supported | The organization/company object in Helpdesk 365. Companies link to Contacts and Tickets. The Export tab confirms companies as a distinct exportable entity. We migrate company records and rebuild the Company-to-Contact linkage in the destination system. |
| Agents | Mapping required | Agent profiles in Helpdesk 365 include name, email, role, and team membership. The CSV confirms agents exist but does not confirm a dedicated agent export endpoint. We verify agent export availability during discovery and map agent names to owner fields on tickets if a direct export is not available. |
| Teams | Mapping required | Team configuration groups agents for routing and SLA assignment. Teams are confirmed as part of Helpdesk 365's object model. Export availability is not explicitly documented in the CSV, so we validate team export during scoping and map team names to routing rules in the target system. |
| Custom Fields | Mapping required | Helpdesk 365 supports custom fields on tickets with an API key name used for programmatic value-setting. Standard tier is limited to five activated custom fields; Enterprise removes this cap. We inspect the source system's custom field count and API key names, then map them to equivalent destination fields. Fields beyond the Standard cap require a rebuild conversation with the customer before migration. |
| Knowledge Base Articles | Mapping required | Helpdesk 365 includes a knowledge base for self-service content. Articles contain title, body (HTML), category, and publish status. The CSV does not confirm a dedicated KB export API. We evaluate the knowledge base during scoping and migrate articles via direct extraction where the API supports it, or flag manual KB migration if it does not. |
| Tags | Mapping required | Tags in Helpdesk 365 provide ticket categorization and can drive routing rules. The CSV does not confirm a standalone tag export endpoint. We pull tags from ticket records during ticket extraction and reconstruct tag assignments in the destination system. |
| Attachments | Mapping required | Ticket attachments in Helpdesk 365 are stored in SharePoint document libraries and referenced by URL. The CSV does not confirm a dedicated attachment export API. We extract attachment URLs from ticket records and evaluate whether to migrate files to the target system's storage or preserve only the link reference. |
Gotchas
What to watch for in Helpdesk 365 migrations
Issues we've hit on past Helpdesk 365 migrations, tagged by severity. FlitStack AI handles every one — surfacing them up front because buyer engineering teams want to know.
Standard plan caps custom fields at five
API key tied to admin user account
No documented bulk export endpoint
| Severity | Issue |
|---|---|
| Medium | Standard plan caps custom fields at five |
| Medium | API key tied to admin user account |
| Medium | No documented bulk export endpoint |
Leaving Helpdesk 365?
Where Helpdesk 365 customers move next
7 destinations Helpdesk 365 can migrate to.
How a Helpdesk 365 migration works
Four steps, Helpdesk 365-specific
Connect
API key into Helpdesk 365. Scopes limited to read-only on the data we move.
Map
We translate Helpdesk 365-specific structures (custom fields, objects, value lists) to the destination's model.
Sample
Test with a 50–200 record subset to validate Helpdesk 365 quirks before production.
Migrate
Full migration with Helpdesk 365 rate-limit handling. Rollback available throughout.
FAQ
Helpdesk 365 migration FAQ
Answers to the questions buyers ask most during Helpdesk 365 migration scoping. Not seeing yours? Book a call.
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Migrate Helpdesk 365.
Without the rebuild.
Free scoping call with a migration engineer. Tell us about your Helpdesk 365 setup and destination — written quote back within a business day.