Zoho Desk - Plan Comparison

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Pricing

Billed Annually Free ₹ 800/agent/month ₹ 1400/agent/month ₹ 2400/agent/month

Billed Monthly Free ₹ 1300/agent/month ₹ 2100/agent/month ₹ 3200/agent/month

Agent Limit 3 Free Agents Unlimited Unlimited Unlimited

50 Free Light Agents

Light Agent - ₹ 345/light agent/month ₹ 345/light agent/month (Add on ₹ 345/light
agent/month)

TICKET MANAGEMENT

E-mail Tickets Yes Yes Yes Yes

Comment in ticket Yes Yes Yes Yes

Spam Tickets Yes Yes Yes Yes

Ticket History Yes Yes Yes Yes

Ticket Resolution Note Yes Yes Yes Yes

Ticket Tags 10 Tags/Ticket 20 Tags/Ticket 30 Tags/Ticket 50 Tags/Ticket

Product based Ticket

- Yes Yes Yes
Tracking

Add Resolution as KB - Yes Yes Yes

Followers - Yes Yes Yes

Customer Happiness
- Yes Yes Yes
Ratings

Suggested Articles - Yes Yes Yes

Merge Tickets - Yes Yes Yes

Split Tickets - Yes Yes Yes

Clone Ticket - Yes Yes Yes

Ticket Timeline - Yes Yes Yes

Time Entry - Yes Yes Yes

Approvals - - Yes Yes

Team Ownership - - Yes Yes

Ticket Sharing - - Yes Yes

Send as Email - - Yes Yes

AGENT PRODUCTIVITY

Quick Ticket View (Peek

Yes Yes Yes Yes
View)

Response Editor with Rich

Yes Yes Yes Yes
Text Support

Advanced Search Yes Yes Yes Yes

Response Draft Yes Yes Yes Yes

1/8 06/05/2022
 Table View - Yes Yes Yes

Search Facet - Yes Yes Yes

Snippets for Faster

- Yes Yes Yes
Response

Email Templates in Reply

- Yes Yes Yes
Editor

Work Modes - Yes Yes Yes

Keyboard Shortcuts - Yes Yes Yes

Review Ticket Replies - - Yes Yes

Gamescope for Agents - - Yes Yes

REAL TIME COLLABORATION

Real Time Updates in

- Yes Yes Yes
Ticket List & Detail View

Real Time Ticket Count in

- Yes Yes Yes
Starred Views

Team Feeds - Yes Yes Yes

Agent Collision Detection - - Yes Yes

Agent Collision Chat - - Yes Yes

Agent Collision Reply

- - Yes Yes
Avoidance

CUSTOMER SUPPORT CHANNELS

Email Channel 1 5 10 100

Help Center Yes Yes Yes Yes

Feedback Widget 1 1 1/Department 1/Department

Advanced Web Forms 1 5 10/Department 20/Department

Twitter - 1 Brand 1 Brand 2 Brands

Facebook - 1 Brand 1 Brand 2 Brands

Community Forums - Yes Yes Yes

Telephony - - Yes Yes

Live Chat - - - Yes

HELP DESK AUTOMATION

Notification Rules Yes Yes Yes Yes

Macros 2 5 15/Department 30/Department

Supervise - Time-based
- 5 15/Department 30/Department
Rules

Workflow Rules - 5/Module 15/Department/Module 30/Department/Module

Custom Functions in
- - - Yes
Workflows

Schedules - - - 10/Department

Field Watching - Trigger

- - - Yes
on Specific Field Updates

TICKET ASSIGNMENT RULES

Direct Assignment to
- 5 15 30
Agents and Teams

2/8 06/05/2022
 Round-Robin Ticket

Assignment by Load - - 10/Department 15/Department

Balancing

ADVANCED PROCESS MANAGEMENT - BLUEPRINTS

Active Blueprints - - 1/Department 20/Department

Transitions per Blueprint - - 20 100

Common Transitions per

- - 1 5
Blueprint

Fields and Actions per

- - 10 30
Transition

State Level SLAs &

- - Yes Yes
Escalations

Custom Functions in
- - - Yes
Blueprints

SERVICE LEVEL AGREEMENTS (SLA's)

Number of SLAs Default Priority based SLA 4 10/Department 20/Department

Stop the SLA Clock (On Default for On Hold Status

Yes Yes Yes
Hold State) (Not customizable)

Multi-Level Escalations - Yes Yes Yes

Customer Based SLA - - Yes Yes

Contract Management in
- - - Yes
SLA

HELP DESK WORKING HOURS

Business Hours - 1 1 100

Holiday List - 1 1 100

HELP DESK CUSTOMIZATION

Custom Email Templates Default Templates Yes Yes Yes

Customize Tabs Yes Yes Yes Yes

Custom Views - Yes Yes Yes

Customize Form Fields Yes Yes Yes Yes

Custom Fields - 50 fields/Module 150 fields/Module 230 fields/Module

Custom Ticket Status &

- Yes Yes Yes
Status Grouping

Field Dependencies - Yes Yes Yes

Teams - - Yes Yes

Ticket Templates - - Yes Yes

Department Specific
- - Yes Yes
Layout

Layout Rules - - - Yes

Validation Rules - - - Yes

ARTIFICIAL INTELLIGENCE

Reply Assistant - - - Yes

Sentiment Predictions - - - Yes

Ticket Auto Tagging - - - Yes

Anomaly Notifications - - - Yes

3/8 06/05/2022
 KB Conversation
- - - Yes
Assistant (ASAP)

Zia Voice and Skill Builder - - - Yes

RE-BRANDING

Multi-language Support Yes Yes Yes Yes

Custom Domain Mapping - Yes Yes Yes

Remote Authentication - - Yes Yes

MULTI-DEPARTMENT

Multiple Department
- - 10 50
Support Tracking

All-department View of
- - Yes Yes
Tickets

Department Based
- - Yes Yes
Signatures

Department-Specific
- - Yes Yes
Product Handling

HELP CENTER

Private Knowledge Base

Yes Yes Yes Yes
for Agents

Public Knowledge Base - Yes Yes Yes

Multilingual Knowledge
- - Yes Yes
Base

Auto-translation of KB
- - - Yes
articles

Knowledge Base
- Yes Yes Yes
Dashboards

Community - Yes Yes Yes

Community Dashboard - Yes Yes Yes

Community Gamification - - Yes Yes

Article Versioning Yes Yes Yes Yes

301 Redirection - - Yes Yes

ASAP - Yes Yes Yes

Answer Bot in ASAP - - - Yes

Live Chat in ASAP - - - Yes

Google Analytics
- - Yes Yes
Integration

Themes Gallery - Yes Yes Yes

CSS Customization - - Yes Yes

Custom Widgets - - Yes Yes

Multi-brand Help Center - - - Yes

HTML Customization - - - Yes

CUSTOMER MANAGEMENT

Contact & Account

Yes Yes Yes Yes
Information Management

Private Notes for

Yes Yes Yes Yes
Contacts & Accounts

4/8 06/05/2022
 Dedicated Owners for
Yes Yes Yes Yes
Contacts & Accounts

Contact & Account

- Yes Yes Yes
Insights

Deduplicate Contacts &

- Yes Yes Yes
Accounts

Contact & Account

- 50 Fields 150 Fields 230 Fields
Custom Fields

Merge Contacts - Yes Yes Yes

Merge Accounts - Yes Yes Yes

Follow Contacts &

- Yes Yes Yes
Accounts

Contact to Product
- Yes Yes Yes
Association

Custom Views for

- Yes Yes Yes
Customers

Secondary Contact (Cc's) - - Yes Yes

Contacts to Multiple
- - - Yes
Accounts

ACTIVITY

Tasks - Yes Yes Yes

Events - - Yes Yes

Calls - - Yes Yes

TIME TRACKING

Manual Ticket Time

- Yes Yes Yes
Tracking

Auto Ticket Time Tracking - - Yes Yes

Activity Time Tracking - - Yes Yes

Billing Preferences - - Yes Yes

PRODUCTS

Product Based Ticket

- Yes Yes Yes
Tracking

Associate Products to
- Yes Yes Yes
Contacts

Associate Products to
- Yes Yes Yes
Accounts

Dedicated Owner for

- Yes Yes Yes
Products

Custom Fields for

- 50 Fields 150 Fields 230 Fields
Products

Custom Views for

- Yes Yes Yes
Products

ANALYTICS

Standard Reports - Yes Yes Yes

Prepopulated Reports - Yes Yes Yes

Custom Reports - 50 Yes Yes

Export Reports to CSV

- Yes Yes Yes
XLS or PDF

Custom Dashboards - 10 Yes Yes

5/8 06/05/2022
 Ticket Overview
- Yes Yes Yes
Dashboard

Headquarters Dashboard - Yes Yes Yes

Response Resolution &

- Yes Yes Yes
FCR Dashboards

Ticket Status Dashboard - Yes Yes Yes

Customer Happiness
- Yes Yes Yes
Dashboard

Knowledge Base
- Yes Yes Yes
Dashboard

Community Dashboard - Yes Yes Yes

Calls Reports and

- - Yes Yes
Dashboards

SLA Dashboards - - Yes Yes

Telephony Agent
- - Yes Yes
Availability

Schedule Reports - - - 100

Blueprint Dashboard - - - Yes

ZIA Dashboard - - - Yes

All Department Analytics

(Global Reports and - - - Yes

Dashboards)

TELEPHONY

In-Product Call
- - Yes Yes
Notifications

Call-to-Ticket Conversion - - Yes Yes

Answer Over-The-Web - - Yes Yes

Answer Over-The-Phone - - Yes Yes

Call Logging - - Yes Yes

Call Transfer - - Yes Yes

Call Recording - - Yes Yes

Call Hold - - Yes Yes

Call Mute - - Yes Yes

Business Hours
- - Yes Yes
Configuration

Non-Business Hour
- - Yes Yes
Management

Call Queue Handling - - Yes Yes

Outbound Calls - - Yes Yes

Missed Call Management - - Yes Yes

Custom Greeting
- - Yes Yes
Configuration

Call Routing (Sequential &

- - Yes Yes
Simultaneous)

Call Waiting Message - - Yes Yes

Caller History - - Yes Yes

Voice Mail - - Yes Yes

6/8 06/05/2022
 Real-time Agent
- - Yes Yes
Availability

Call Reports and

- - Yes Yes
Dashboards

Multi-Level IVR - - - Yes

AGENTS & PERMISSIONS

Profiles Default (Non-Editable) 6 25 50

Roles Default (Non-Editable) 5 25 250

Field-Level Access
- - Yes Yes
Control

Data Sharing - - - Yes

Add-on ₹ 345/light Add-on ₹ 345/light 50 Free (Add-on - ₹

Light Agents -
agent/month agent/month 345/light agent/month)

ADD-ONS & INTEGRATION

Zoho CRM - Yes Yes Yes

Zoho Analytics - Yes Yes Yes

Zoho BugTracker - Yes Yes Yes

G Suite Yes Yes Yes Yes

SMS Add-on - Yes Yes Yes

Telephony and PBX - - Yes Yes

Zoho Assist 1 Free User 1 Free User 1 Free User 1 Free User

Zoho Cliq - Yes Yes Yes

Zoho SalesIQ - Yes Yes Yes

Atlassian Jira - Yes Yes Yes

Slack - Yes Yes Yes

Zoho Books/Invoice - Yes Yes Yes

Salesforce - Yes Yes Yes

Zapier - Yes Yes Yes

Office 365 - Yes Yes Yes

MS Teams - Yes Yes Yes

Zoho PageSense - Yes Yes Yes

ZOHO MARKETPLACE FOR ZOHO DESK

Public Extensions - Yes Yes Yes

Private Extensions - - Yes Yes

MOBILE APPS

Radar App for Zoho Desk Yes Yes Yes Yes

Zoho Desk App Yes Yes Yes Yes

Single Sign-on - Yes Yes Yes

DEVELOPER TOOLS

Mobile SDK - - Yes Yes

API Yes Yes Yes Yes

DATA ADMINISTRATION

Export Data yes Yes Yes Yes

Import Data - Yes Yes Yes

7/8 06/05/2022
 Import History - Yes Yes Yes

DATA MIGRATION

Migration from other help

- Yes Yes Yes
desk

SUPPORT (24x5)

Email Support Yes Yes Yes Yes

Phone Support - Yes Yes Yes

Chat Support - - Yes Yes

8/8 06/05/2022