Request Management        

E-mail Response ManagementExpress50 : Max 50 requests/day Express100 : Max 100 requests/day Express200 : Max 200 requests/day Unlimited Unlimited Limited 25 Requests/day

Product based Request Tracking Yes Yes - Yes

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

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

Contacts & Accounts Management Yes Yes Contacts Only Yes

Customer Support Channels        

Email Address for Tracking RequestsIn Free edition you can handle maximum 25 inbound & outbound requests/day. Unlimited 10 10 1

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

Web-to-Request FormCapture customer queries from your website as requests. 20 10 5 -

Twitter (Unlimited Accounts) Yes Yes Yes Yes

Facebook (Unlimited Accounts) Yes Yes Yes Yes

Forums (Add-on)Need to Purchase Forums Add-on @$10 per forum/month. Yes Yes Yes -

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 10

Knowledge Base in Web Portal Yes Yes Yes Yes

Public & Private Solutions Yes Yes Yes Yes

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

Customer Portal        

No of Portal Users Unlimited Unlimited Unlimited Max 100

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

Custom Widgets Yes Yes Yes Yes

Re-Branding        

Domain MappingWe host the SSL certificate for your custom domain. Yes Yes Yes -

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

Multi Language Support Yes Yes Yes Yes

Set your Time Zone Yes Yes Yes Yes

Multi Department Management        

No of Departments Unlimited 10 1 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 5/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 Default SLAs -

Multi-Level Escalations Yes Yes Yes -

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 Yes

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

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

Reports & Dashboards        

Canned & Custom Reports Yes Yes Yes Yes

Standard & Custom Dashboards Yes Yes 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 - -

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

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. $25 /Org. /Month $25 /Org. /Month $25 /Org. /Month -

Integration with ForumsAdd Customer Forum as your support channel. $10 /Forum /Month $10 /Forum /Month $10 /Forum /Month -

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

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

Zoho PhoneBridge Add-on $6 /User /Month $6 /User /Month $6 /User /Month -

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

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