Plan Comparison

 

Compare and Select a Plan that Fits you the Best

Compare All Plans Enterprise Professional Free

$25/agent/month $12/agent/month $0 forever

Agent Limit Unlimited Unlimited Unlimited

Request Management      

E-mail Response ManagementNumber of requests you can send and receive Unlimited Unlimited Unlimited

Product based Request Tracking Yes Yes Yes

Task AssignmentAdd tasks for a request and assign ownership to it. Yes Yes Yes

Request-level Time TrackingLog time spent on a request and generate customizable time-spent reports. Yes Yes -

Customer Happiness RatingsAllow your customers to rate the support they received on a request. Yes Yes -

Contacts & Accounts Management Yes Yes Yes

Customer Support Channels      

Email Address for Tracking RequestsNumber of support email aliases you can create. Unlimited 10 1

Customer PortalCustomizable web portal for customers to submit & track requests. Yes Yes Yes

Web-to-Request FormCapture customer queries from your website as requests. 20 10 1

Twitter (Unlimited Accounts) Yes Yes -

Facebook (Unlimited Accounts) Yes Yes -

Community ForumsEngage customers by building a community and create requests from topics on the fly. Yes Yes Yes

Cloud Telephony by TwilioMake & receive customer calls from your browser with voicemail and call recording captured on a ticket. Multiple nos. with IVR 1 no. only -

Built-in Live ChatChat with your customers in real-time with all of your conversation being transcribed onto a request. Yes - -

Knowledge Base/Solutions      

Number of Solution Folders Unlimited Unlimited Unlimited

Knowledge Base in Web Portal Yes Yes Yes

Public & Private Solutions Yes Yes Yes

Solution-to-Article ConversionQuickly create a knowledge base article from request's solution. Yes Yes Yes

Customer Portal      

No of Portal Users Unlimited Unlimited Unlimited

Custom ThemesCustomize the look & feel of the portal to sync with your business website. Yes Yes Yes

Custom Widgets Yes Yes Yes

Re-Branding      

Domain MappingWe host the SSL certificate for your custom domain @ $40/year Yes Yes Yes

Remote AuthenticationAllow users to log in using their existing credentials of your user management system. Yes Yes -

Multi Language Support Yes Yes Yes

Set your Time Zone Yes Yes Yes

Multi Department Management      

No of Departments Unlimited 10 1

Helpdesk Automation      

Workflow RulesCreate business rules that can auto-assign requests, send alerts, assign tasks and modify request properties depending on varied criteria. 20/Department/Module 10/Department/Module -

Time Based RulesSupervise requests every one hour for preset time based conditions to trigger action like sending alerts, assigning tasks and modify request properties. 15/Department/Module 10/Department/Module -

Request Assignment RulesRoute a request to the appropriate department and auto-assign ownership to it based on pre-defined conditions. 20 Rules 10 Rules -

MacrosExecute your frequent business rules in a click. 20/Department/Module 10/Department/Module -

Service Level Agreements (SLAs)      

No. of SLAs 10/Department 5/Department Priority-based SLA

Multi-Level EscalationsOnly single level escalation is available under Free plan Yes Yes Single Level

Business Hours & Holiday ListConfigure SLAs to respect your business hours & holiday list. Yes Yes -

Contract ManagementDefine the level of service offered to an account for a specific time period.      

Contract SLAs Yes - -

Multi Level Escalation Yes - -

Helpdesk Customization      

Customize your Tabs & Fields Yes Yes Yes

Custom E-mail TemplatesE-mail templates comprise predefined text used while replying to requests, sending notification e-mails and workflow alerts. Yes Yes Default Templates

Request TemplatesRequest templates simplifies request creation by auto-populating predefined values while creating a request. Yes - -

Reports & Dashboards      

Canned & Custom Reports Yes Yes Canned Reports

Standard & Custom Dashboards Yes Yes -

Export Reports to CSV, XLS or PDF Yes Yes Yes

Scheduled Reports Yes - -

Helpdesk Security      

ProfilesDefine module-level and feature-level access permissions for support agents in your organization. 30 15 2

RolesDefine your organizational hierarchy like CEO, Manager, Agent etcetera, to set hierarchy vice access permissions. 250 5 2

Field-level Access ControlShow or hide a field or mark it as read-only. Yes Yes -

Data Sharing RulesCreate rules to share data with peers, superiors and subordinates in your organization. Yes - -

Group your UsersGroup your users and define data sharing rules to share records between themselves or across groups. Yes - -

Add-ons & Integration      

SMS Add-onNotify your agents & customers via Text Message/SMS. Yes Yes -

Integration with Zoho CRMAuto update your accounts and contacts information from Zoho CRM into Zoho Support. Yes Yes -

Integration with Google AppsAdd users and import contacts from your Google Apps domain into Zoho Support. Yes Yes Yes

Integration with Zoho BugTrackerAssign customer requests as bugs and track them to closure. Yes - -

Zoho PhoneBridge for Call CentersConnect your PBX system and execute inbound and outbound calls in Zoho Support $6 /User /Month $6 /User /Month -

Mobile Edition      

iPad and iPhone devices Yes Yes -

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