Helpdesk 365 vs Fixit 365: Which Microsoft Teams Helpdesk Should You Choose?
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As technology advances, businesses constantly upgrade their IT infrastructure to stay competitive. However, as assets like computers, servers, and software age, their value diminishes. This natural reduction in value is known as depreciation.
- Both run inside Microsoft Teams, but Helpdesk 365 ships as a ready-to-use ticketing system, while Fixit 365 leans on Power Platform components that need more build-out.
- Setup speed differs a lot. Helpdesk 365 is built for fast, low-code deployment within your Microsoft 365 tenant, while Fixit 365 typically needs more configuration of Power Apps, Power Automate, and Dataverse.
- Security stays within your tenant for both tools, since neither requires third-party hosting, but Helpdesk 365 adds built-in role-based access, encryption, and compliance-ready audit trails out of the box.
- Helpdesk 365 has an independently verified G2 rating of 4.7 out of 5 from 216 reviews, while Fixit 365 does not yet have a public G2 listing to compare against.
Why Compare Helpdesk 365 and Fixit 365?
If your organisation already runs on Microsoft 365, it makes sense to look for a helpdesk tool that lives where your team already works, inside Microsoft Teams, Outlook, and SharePoint. Helpdesk 365 and Fixit 365 are two of the more talked-about options in this space, and on the surface, they sound similar. Both are Teams-native. Both promise faster ticket resolution. Both claim to reduce email chaos.
But once you look closer, the differences start to matter. How fast can you actually get either tool running? How much technical know-how does your team need to maintain it? How secure is your support data, and how well does each product handle real support volume? This blog answers all of that, section by section, so you are not left guessing.
Picking the wrong helpdesk is not a small mistake. It means agents going back to managing requests through a shared inbox, support data scattered across tools, and end users who give up on raising tickets the proper way because the process feels clunky.
Since both Helpdesk 365 and Fixit 365 are aimed at Microsoft 365 organisations, the decision often comes down to how each tool handles real-world setup, governance, and ongoing maintenance, not just the feature list on a marketing page. That is exactly what this comparison is built to clarify.
What Is Helpdesk 365?
Helpdesk 365 is a Microsoft 365-native ticketing and service desk platform built for IT, HR, and finance teams. It is designed so support requests raised by email, Microsoft Forms, Teams, or a self-service portal all land in one organised queue. The platform includes AI-assisted ticket summaries, SLA tracking, multi-department mailboxes, role-based access, and a searchable knowledge base, all running inside your existing Microsoft 365 environment.
Because Helpdesk 365 sits natively within SharePoint and Teams, support agents do not need to learn a separate application. Tickets, approvals, and notifications appear directly inside the tools your team already uses every day, which is one reason it is frequently praised for being quick to adopt.
What Is Fixit 365?
Fixit 365, built by Logisam, is also a Microsoft Teams-embedded helpdesk and IT service management solution. It is built using Power Apps Canvas Apps for the front end, Power Automate for workflow logic, and Dataverse as the backend. Fixit 365 highlights Microsoft Copilot integration for AI-guided troubleshooting, SLA enforcement, and Power BI dashboards for reporting.
Fixit 365’s biggest selling point is that it is built entirely on Microsoft’s low-code stack, meaning everything, ticket categories, workflows, and notifications, can, in theory, be customised through Power Platform tools. This flexibility is attractive to teams with in-house Power Platform expertise, but it also means more moving parts to configure and maintain.
Helpdesk 365 vs Fixit 365: Quick Comparison Table
Here is a side-by-side snapshot before we go deeper into each category.
Feature | Helpdesk 365 | Fixit 365 |
Built On | Native Microsoft 365 platform | Power Apps + Power Automate + Dataverse |
Microsoft Teams Integration | Fully embedded, ready to use | Embedded, needs Power Platform setup |
Setup Time | Same-day, low-code onboarding | Longer, depends on Power Platform configuration |
AI Capabilities | AI ticket summaries, MS Copilot built in | Copilot-guided troubleshooting |
Self-Service Portal | Branded knowledge base included | FAQ database included |
Security & Compliance | Encryption, RBAC, audit trail built in | Data stays in tenant, security depends on configuration |
Reporting | Built-in dashboards, Power BI integration | Power BI dashboards |
G2 Rating | 4.7 / 5.0 (216 reviews) | Not listed on G2 at this time |
Microsoft Teams Integration Compared
Microsoft Teams integration is the headline feature for both products, but how it is delivered makes a real difference to daily usability.
Helpdesk 365 and Microsoft Teams
Helpdesk 365 is built to work directly within Teams, Outlook, and SharePoint from day one. Agents can view, update, and respond to tickets without switching context, and end users can raise requests directly through Teams or Microsoft Forms. The integration is part of the core product, so there is no separate setup required to connect it to your Teams environment.
Fixit 365 and Microsoft Teams
Fixit 365 is also fully embedded as a Teams app, allowing users to submit, track, and interact with tickets without leaving Teams. Since the front end is a Power Apps Canvas App, the way it looks and behaves inside Teams depends partly on how it has been configured for your organisation. Technicians manage tickets through the same Teams-based interface.
Both tools genuinely live inside Teams. Helpdesk 365 offers this as a polished, ready experience, while Fixit 365’s Teams experience is shaped by your Power Platform build.
Example:
If a laptop costs $1,500 and is expected to last for 5 years with a salvage value of $100, the annual depreciation expense is calculated as follows:
Annual Depreciation=Useful LifeCost−Salvage Value =51,500−100 =280per year
Thus, the laptop would depreciate by $280 annually over 5 years.
Ease of Setup and Onboarding
This is where the two products diverge the most.
Getting Started with Helpdesk 365
Helpdesk 365 is positioned as a low-code, install-and-go solution. Many reviewers on G2 specifically mention being able to set up the basic ticketing workflow within hours, with guided onboarding support from the vendor’s team to configure categories, SLAs, and custom fields. No coding or Power Platform expertise is required for a standard rollout.
Getting Started with Fixit 365
Fixit 365 is built on Power Apps, Power Automate, and Dataverse, so deploying it typically means provisioning these underlying Microsoft components inside your tenant first. Logisam’s own positioning highlights that this gives technically capable teams more room to customise, but it also means a longer runway before the tool is fully live, especially if your organisation does not already have Power Platform licensing or in-house admins familiar with it.
- Choose Helpdesk 365 if: you want a working helpdesk inside Teams within a day, without dedicating IT resources to Power Platform configuration.
- Choose Fixit 365 if: you already have Power Platform expertise in-house and want deep control over the underlying workflow logic.
Features and Functionality
Ticketing and Workflow
Helpdesk 365 offers an omni-channel inbox covering email, Teams, Microsoft Forms, and a self-service portal, with SLA timers, automated routing, and custom fields for capturing department-specific details. Tickets can be tagged, prioritised, and reassigned without leaving the Teams interface, and agents get a consolidated view of every open request regardless of which channel it arrived through.
Fixit 365 covers similar ground, ticket creation, technician assignment, notes, attachments, and SLA tracking, but its workflow logic runs through Power Automate, so changes to routing rules typically require editing flows rather than using a simple settings screen. This gives technically skilled teams more flexibility, but it also means routine changes, such as adjusting an escalation rule, may need a Power Platform-literate administrator rather than a support manager working independently.
AI and Automation
Helpdesk 365 includes AI-powered ticket summarisation and intelligent routing as native features, alongside Microsoft Copilot support, meaning agents can get a quick overview of a long ticket thread without reading every message manually.
Fixit 365 also integrates Microsoft Copilot, positioning it as guided self-help for end users and contextual suggestions for technicians as they work through a request. Both products are leaning into AI, though Helpdesk 365’s automation tends to work without extra configuration, while Fixit 365’s automation is often delivered through Power Automate flows that need to be built or adjusted by someone familiar with the platform.
Self-Service and Knowledge Base
Helpdesk 365 provides a branded, searchable knowledge base designed to reduce repeat tickets, supporting multiple languages and giving end users a place to find answers before they ever raise a request.
Fixit 365 offers a FAQ database that end users can search before logging a request, which serves a similar deflection purpose. Both aim to reduce the number of simple, repetitive tickets reaching agents, though Helpdesk 365’s knowledge base is positioned as a more fully developed, brandable self-service layer with article editing built in.
Reporting and Analytics
Helpdesk 365 ships with built-in dashboards covering ticket trends, resolution times, and email-to-ticket conversion rates, plus Power BI integration for deeper analysis when teams need to go beyond the default reports.
Fixit 365 also offers Power BI dashboards showing IT team load and performance, with reporting on tickets by category, status, and average resolution time. For both tools, Power BI integration means data can ultimately be sliced however your organisation needs, but Helpdesk 365’s out-of-the-box dashboards mean most teams will not need to build custom reports just to see basic SLA compliance.
Customer Support Experience
Independent reviews give a clear picture of how supported customers feel day-to-day with Helpdesk 365. Multiple reviewers specifically call out fast, knowledgeable support during onboarding and ongoing use, with named support engineers frequently mentioned for resolving configuration questions quickly. A recurring theme in reviews is that while there can be a learning curve during initial setup, the vendor’s support team is responsive in helping teams get past it.
Fixit 365’s support is delivered through Logisam, its Microsoft Partner developer, primarily via demo calls and direct consultancy engagement rather than a large published base of independent customer reviews. This may suit organisations that prefer a more consultative, project-based relationship with their vendor.
Which One Should You Choose?
Choose Helpdesk 365 If You Want…
- A helpdesk that is ready to use inside Microsoft Teams without a Power Platform build-out.
- Built-in security, role-based access, and an audit trail without extra configuration.
- Fast onboarding, typically within a single business day.
- A strong track record of independently verified customer reviews to evaluate before buying.
Choose Fixit 365 If You Want…
- Deep, low-code customisation using Power Apps, Power Automate, and Dataverse.
- An in-house Power Platform team that can build and maintain custom workflows.
- A more consultative, project-based relationship with a Microsoft Partner developer.
Pros and Cons of Helpdesk 365
What Users Like
- Genuinely fast to set up, many teams are live within a single business day.
- Native integration with Teams, Outlook, SharePoint, and Power BI without extra build-out.
- Responsive, hands-on support during onboarding and beyond.
- Built-in security, role-based access, and audit-ready ticket history.
What Users Wish Was Different
- Some advanced settings and reporting customisation could be more intuitive.
- A handful of reviewers mention occasional slow load times during peak usage.
- Initial admin configuration has a learning curve before everything is fully tailored.
Pros and Cons of Fixit 365
What Stands Out
- Deep customisation potential through Power Apps, Power Automate, and Dataverse.
- Microsoft Copilot integration for guided troubleshooting.
- Fully embedded Teams experience with no third-party hosting.
What to Consider
- Requires Power Platform licensing and familiarity to get full value.
- Configuration and workflow changes typically need Power Automate know-how.
- Limited independent, verified customer reviews available to benchmark against.
Integrations Compared
Both tools integrate with the Microsoft 365 stack, but the depth of native integration differs. Helpdesk 365 connects out of the box with Microsoft Teams, Outlook, SharePoint, Microsoft Forms, Power Automate, Power BI, and Microsoft Copilot, with no separate licensing required beyond your existing Microsoft 365 subscription for most core integrations.
Fixit 365 also integrates with Teams, Outlook, and SharePoint, but because it is built on Power Apps and Dataverse, the depth of any given integration depends on how the underlying Power Automate flows have been designed for your organisation.
If your team relies on tools outside the Microsoft ecosystem, it is worth checking both vendors directly, since integration breadth with third-party apps such as Slack, Jira, or external CRMs can vary and may require additional connectors or custom development on either platform.
Use Cases by Team Type
IT Support Teams
IT teams typically need fast SLA-driven ticket routing, asset tracking, and the ability to triage incidents without leaving Teams. Helpdesk 365’s automated routing and AI ticket summaries help IT teams cut through ticket backlog quickly, while Fixit 365’s Copilot-guided troubleshooting can help technicians resolve recurring issues faster once workflows are configured.
HR Teams
HR departments often use a Microsoft 365 helpdesk to manage onboarding requests, policy questions, and approval workflows. Helpdesk 365 supports multi-department mailboxes and approval workflows designed specifically for this kind of internal request management, making it straightforward for HR teams to adopt without IT involvement.
Finance Teams
Finance teams frequently need structured approval chains for requests like accounts payable or accounts receivable queries. Helpdesk 365 is built to handle this kind of structured, multi-step request tracking natively. Fixit 365 can be configured for similar workflows, though it generally requires more Power Automate setup to mirror the same level of structure.
A Quick Checklist Before You Decide
Before committing to either platform, walk through these questions with your team. The answers usually point clearly toward one tool over the other.
- Do you need a helpdesk running inside Teams this week, or do you have months to build one out?
- Does your organisation already have a Power Platform administrator on staff?
- How important is having independently verified reviews before you commit budget?
- Will multiple departments (IT, HR, finance) need to use the same tool with different workflows?
- Do you need compliance-ready audit trails from day one, or can security configuration be handled gradually?
If your answers lean toward speed, built-in governance, and proven reviews, Helpdesk 365 is the more straightforward path. If your team has in-house Power Platform skills and wants to build a fully bespoke workflow over time, Fixit 365’s flexibility may be worth the longer setup.
Conclusion
Helpdesk 365 and Fixit 365 both bring ticketing into Microsoft Teams, but they are built for different needs. Helpdesk 365 is the better choice for teams that want a secure, ready-to-use helpdesk with built-in compliance, AI-powered ticketing, and fast deployment. Fixit 365 is better suited to organisations with dedicated Power Platform expertise that require extensive customisation. For most IT, HR, finance, and support teams, Helpdesk 365 offers the faster, simpler, and lower-risk path to modern service management.
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Frequently Asked Questions
Is Helpdesk 365 built entirely inside Microsoft 365?
Yes. Helpdesk 365 runs natively within your Microsoft 365 tenant, integrating directly with Teams, Outlook, SharePoint, Power BI, and Power Automate, so support data stays within your own environment.
Does Fixit 365 also run inside Microsoft Teams?
Yes. Fixit 365 is fully embedded as a Teams app, and its backend is built using Power Apps, Power Automate, and Dataverse, all within the Microsoft 365 ecosystem.
Which tool is faster to set up?
Helpdesk 365 is generally faster to deploy because it is a ready-made, low-code platform. Fixit 365 can take longer to configure since it relies more heavily on building out Power Platform components.
Is my support data secure with either platform?
Both platforms keep data inside your Microsoft 365 tenant rather than third-party servers. Helpdesk 365 adds built-in encryption, role-based access, and an audit trail as standard features, while Fixit 365’s security configuration depends more on how your Power Platform environment is set up.
Do both tools support AI-assisted ticketing?
Yes. Helpdesk 365 includes AI-powered ticket summaries and Microsoft Copilot support. Fixit 365 also integrates Microsoft Copilot for guided troubleshooting and technician suggestions.
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