Hide Common Features

Pricing (plus tax, as applicable)

Billed Annually /agent/month/agent/monthFree
Billed Monthly/agent /agentFree
Agent LimitUnlimitedUnlimited3 Free Agents

Ticket Management

Number of tickets you can send and receive.

E-mail Response Management
UnlimitedUnlimitedUnlimited
Product based Ticket TrackingYesYesYes

Add tasks for a ticket and assign ownership to it.

Task Assignment
YesYesYes

Log time spent on a ticket and generate customizable time-spent reports.

Ticket-level Time Tracking
YesYesNo

Allow your customers to rate the support they received on a ticket.

Customer Happiness Ratings
YesYesNo
Contacts & Accounts ManagementYesYesYes
Response Editor with rich text supportYesYesYes
Suggested ArticlesYesYesYes
Agent Collision DetectionYesYesYes
Private Comments within ticketsYesYesYes
Ticket TagsYesYesYes
Work ModesYesYesYes

Customer Support Channels

Number of support email aliases you can create.

Email Address for Tracking Tickets
Unlimited101

Customizable web portal for customers to submit & track tickets.

Customer Portal
YesYesYes

Capture customer queries from your website as tickets.

Web-to-Ticket Form
20101
Twitter (Unlimited Accounts)YesYesNo
Facebook (Unlimited Accounts)YesYesNo

Engage customers by building a community and create tickets from topics on the fly.

Community Forums
YesYesYes

Make & receive customer calls from your browser with voicemail and call recording captured on a ticket.

Cloud Telephony by Twilio
Multiple nos. with IVRMultiple nos. with IVRNo

Chat with your customers in real-time with all of your conversation being transcribed onto a ticket.

Built-in Live Chat
YesNoNo

Knowledge Base/Solutions

Number of Article CategoriesUnlimitedUnlimitedUnlimited
Knowledge Base in Web PortalYesYesYes
Public & Private ArticlesYesYesYes

Quickly create a knowledge base article from ticket's solution.

Convert ticket solutions to Articles
YesYesYes
Article Image GalleryYesYesYes
Up-voting and down-voting for ArticlesYesYesYes

Help Center

Number of Portal UsersUnlimitedUnlimitedUnlimited

Customize the look & feel of the portal to sync with your business website.

Custom Themes
YesYesYes
Custom WidgetsYesYesYes
Multi-brand Help CenterYesNoNo
SEO for Help Center and individual ArticlesYesYesArticles only
Suggested ArticlesYesYesYes
Forum Topic RecommendationsYesYesYes
Knowledge Base Dashboard with Article InsightsYesYesYes
Moderate Community postsYesYesYes

Re-Branding

We host the SSL certificate for your custom domain for free.

Domain Mapping
YesYesYes

Allow users to log in using their existing credentials of your user management system.

Remote Authentication
YesYesNo
Multi-language SupportYesYesYes
Set your Time ZoneYesYesYes

Multi-Department Management

Number of DepartmentsUnlimited101
All-department view of ticket dataYesYesYes

Helpdesk Automation

Create business rules that can auto-assign tickets, send alerts, assign tasks and modify ticket properties depending on varied criteria.

Workflow Rules
20/Department/Module10/Department/ModuleNo

Supervise tickets every one hour for preset time based conditions to trigger action like sending alerts, assigning tasks and modify ticket properties.

Time-based Rules
15/Department/Module10/Department/ModuleNo

Route a ticket to the appropriate department and auto-assign ownership to it based on pre-defined conditions.

Ticket Assignment Rules
20 Rules10 RulesNo
Round-Robin Ticket Assignment Rules5 Rules/Department5 Rules/DepartmentNo

Execute your frequent business rules in a click.

Macros
20/Department/Module10/Department/ModuleNo
Notification RulesYesYesYes
Custom Functions using Deluge scriptYesNoNo

Service Level Agreements (SLAs)

Number of SLAs10/Department5/DepartmentPriority-based SLA

Only single level escalation is available under Free plan.

Multi-Level Escalations
YesYesSingle Level

Configure SLAs to respect your business hours & holiday list.

Business Hours & Holiday List
YesYesNo

Contract Management

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

Contract SLAs
YesNoNo

Help Desk Customization

Customize your Tabs & FieldsYesYesYes

E-mail templates comprise predefined text used while replying to tickets, sending notification e-mails and workflow alerts.

Custom Email Templates
YesYesDefault Templates

Ticket templates simplifies ticket creation by auto-populating predefined values while creating a ticket.

Ticket Templates
YesNoNo
Custom ViewsYesYesYes

Reports & Dashboards

Custom ReportsYesYesNo
Standard DashboardsYesYesNo
Custom DashboardsYesYesNo
Export Reports to CSV, XLS or PDFYesYesYes

Schedule a report to run daily, weekly, monthly or yearly that can be sent by email to users in your organization.

Schedule Reports
YesNoNo

Create a report for all of your departments in Zoho Desk.

Global Reports
YesNoNo
Agent Dashboard (Agent Scorecard)YesYesYes
Manager Dashboard (The Headquarters)YesYesYes
Knowledge Base DashboardYesYesYes
Ticket Overview DashboardYesYesYes

Help Desk Security

Define module-level and feature-level access permissions for support agents in your organization.

Profiles
30152

Define your organizational hierarchy like CEO, Manager, Agent etcetera, to set hierarchy vice access permissions.

Roles
25052

Show or hide a field or mark it as read-only.

Field-Level Access Control
YesYesNo

Define access rights for agents to various modules in your help desk.

Data Sharing Permission
YesNoNo

Group your agents to set permissions or share records between themselves or across groups.

Group your agents
YesNoNo

Add-ons & Integration

Auto update your accounts and contacts information from Zoho CRM into Zoho Desk.

Two-way sync with Zoho CRM
YesYesNo

Import your help desk data into Zoho Reports for advanced reporting and analysis.

Integration with Zoho Reports
YesYesNo

Assign customer tickets as bugs and track them to closure.

Integration with Zoho BugTracker
YesYesNo

Add users and import contacts from your Google Apps domain into Zoho Desk.

Integration with G Suite
YesYesYes

Notify your agents & customers via Text Message/SMS.

SMS Add-on
YesYesNo

Connect your PBX system and execute inbound and outbound calls in Zoho Desk.

Zoho PhoneBridge for Call Centers
FreeFreeNo
Remote support with Zoho AssistYesYesFor 1 user

Mobile Edition

iPad and iPhone devicesYesYesYes
Android devicesYesYesYes