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| Pricing (plus tax, as applicable) |
| Billed Annually | /agent/month | /agent/month | Free |
| Billed Monthly | /agent | /agent | Free |
| Agent Limit | Unlimited | Unlimited | 3 Free Agents |
| Ticket Management |
| Number of tickets you can send and receive. E-mail Response Management | Unlimited | Unlimited | Unlimited |
| Product based Ticket Tracking | Yes | Yes | Yes |
| Add tasks for a ticket and assign ownership to it. Task Assignment | Yes | Yes | Yes |
| Log time spent on a ticket and generate customizable time-spent reports. Ticket-level Time Tracking | Yes | Yes | - |
| Share tickets with one or more departments for their agents to collaborate towards resolving it. Ticket Sharing | Yes | Yes | - |
| Allow your customers to rate the support they received on a ticket. Customer Happiness Ratings | Yes | Yes | - |
| Contacts & Accounts Management | Yes | Yes | Yes |
| Response Editor with rich text support | Yes | Yes | Yes |
| Suggested Articles | Yes | Yes | Yes |
| Agent Collision Detection | Yes | Yes | Yes |
| Private Comments within tickets | Yes | Yes | Yes |
| Ticket Tags | Yes | Yes | Yes |
| Work Modes | Yes | Yes | Yes |
| Customer Support Channels |
| Number of support email aliases you can create. Email Address for Tracking Tickets | Unlimited | 10 | 1 |
| Customizable web portal for customers to submit & track tickets. Customer Portal | Yes | Yes | Yes |
| Capture customer queries from your website as tickets. Web-to-Ticket Form | 20 | 10 | 1 |
| Twitter (Unlimited Accounts) | Yes | Yes | - |
| Facebook (Unlimited Accounts) | Yes | Yes | - |
| Engage customers by building a community and create tickets from topics on the fly. Community Forums | Yes | Yes | Yes |
| Select from over 15+ cloud telephony providers available in our marketplace. Phone Support | Yes | Yes | - |
| Chat with your customers in real-time with all of your conversation being transcribed onto a ticket. Built-in Live Chat | Yes | - | - |
| Knowledge Base/Solutions |
| Number of Article Categories | Unlimited | Unlimited | Unlimited |
| Knowledge Base in Web Portal | Yes | Yes | Yes |
| Public & Private Articles | Yes | Yes | Yes |
| Quickly create a knowledge base article from ticket's solution. Convert ticket solutions to Articles | Yes | Yes | Yes |
| Article Image Gallery | Yes | Yes | Yes |
| Up-voting and down-voting for Articles | Yes | Yes | Yes |
| Help Center |
| Number of Portal Users | Unlimited | Unlimited | Unlimited |
| Customize the look & feel of the portal to sync with your business website. Custom Themes | Yes | Yes | Yes |
| Custom Widgets | Yes | Yes | Yes |
| Multi-brand Help Center | Yes | - | - |
| SEO for Help Center and individual Articles | Yes | Yes | Articles only |
| Suggested Articles | Yes | Yes | Yes |
| Forum Topic Recommendations | Yes | Yes | Yes |
| Knowledge Base Dashboard with Article Insights | Yes | Yes | Yes |
| Moderate Community posts | Yes | Yes | Yes |
| Re-Branding |
| We host the SSL certificate for your custom domain for free. Domain Mapping | Yes | Yes | Yes |
| Allow users to log in using their existing credentials of your user management system. Remote Authentication | Yes | Yes | - |
| Multi-language Support | Yes | Yes | Yes |
| Set your Time Zone | Yes | Yes | Yes |
| Multi-Department Management |
| Number of Departments | Unlimited | 10 | 1 |
| All-department view of ticket data | Yes | Yes | Yes |
| 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/Module | 10/Department/Module | - |
| 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/Module | 10/Department/Module | - |
| Route a ticket to the appropriate department and auto-assign ownership to it based on pre-defined conditions. Ticket Assignment Rules | 20 Rules | 10 Rules | - |
| Round-Robin Ticket Assignment Rules | 5 Rules/Department | 5 Rules/Department | - |
| Execute your frequent business rules in a click. Macros | 20/Department/Module | 10/Department/Module | - |
| Notification Rules | Yes | Yes | Yes |
| Custom Functions using Deluge script | Yes | - | - |
| Service Level Agreements (SLAs) |
| Number of SLAs | 10/Department | 5/Department | Priority-based SLA |
| Only single level escalation is available under Free plan. Multi-Level Escalations | Yes | Yes | Single Level |
| Configure SLAs to respect your business hours & holiday list. Business Hours & Holiday List | Yes | Yes | - |
| Contract Management |
| Define the level of service offered to an account for a specific time period. Contract SLAs | Yes | - | - |
| Help Desk Customization |
| Customize your Tabs & Fields | Yes | Yes | Yes |
| E-mail templates comprise predefined text used while replying to tickets, sending notification e-mails and workflow alerts. Custom Email Templates | Yes | Yes | Default Templates |
| Ticket templates simplifies ticket creation by auto-populating predefined values while creating a ticket. Ticket Templates | Yes | - | - |
| Custom Views | Yes | Yes | Yes |
| Reports & Dashboards |
| Custom Reports | Yes | Yes | - |
| Standard Dashboards | Yes | Yes | - |
| Custom Dashboards | Yes | Yes | - |
| Export Reports to CSV, XLS or PDF | Yes | Yes | Yes |
| Schedule a report to run daily, weekly, monthly or yearly that can be sent by email to users in your organization. Schedule Reports | Yes | - | - |
| Create a report for all of your departments in Zoho Desk. Global Reports | Yes | - | - |
| Agent Dashboard (Agent Scorecard) | Yes | Yes | Yes |
| Manager Dashboard (The Headquarters) | Yes | Yes | Yes |
| Knowledge Base Dashboard | Yes | Yes | Yes |
| Ticket Overview Dashboard | Yes | Yes | Yes |
| Help Desk Security |
| Define module-level and feature-level access permissions for support agents in your organization. Profiles | 30 | 15 | 2 |
| Define your organizational hierarchy like CEO, Manager, Agent etcetera, to set hierarchy vice access permissions. Roles | 250 | 5 | 2 |
| Show or hide a field or mark it as read-only. Field-Level Access Control | Yes | Yes | - |
| Define access rights for agents to various modules in your help desk. Data Sharing Permission | Yes | - | - |
| Group your agents to set permissions or share records between themselves or across groups. Group your agents | Yes | - | - |
| Add-ons & Integration |
| Auto update your accounts and contacts information from Zoho CRM into Zoho Desk. Two-way sync with Zoho CRM | Yes | Yes | - |
| Import your help desk data into Zoho Reports for advanced reporting and analysis. Integration with Zoho Reports | Yes | Yes | - |
| Assign customer tickets as bugs and track them to closure. Integration with Zoho BugTracker | Yes | Yes | - |
| Add users and import contacts from your Google Apps domain into Zoho Desk. Integration with G Suite | Yes | Yes | Yes |
Provide remote support to customers from within your Zoho Desk tickets.
Zoho Assist licenses are required for everyone when more than one agent is to provide remote support. Zoho Assist Add-on | 1 Free User | 1 Free User | 1 Free User |
| Notify your agents & customers via Text Message/SMS. SMS Add-on | Yes | Yes | - |
| Mobile Edition |
| iPad and iPhone devices | Yes | Yes | Yes |
| Android devices | Yes | Yes | Yes |
