Desk : Pricing-Comparison

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Pricing (plus tax, as applicable)

Billed Annually $25 /agent/month$12 /agent/monthFree
Billed Monthly $30 /agent/month$15 /agent/monthFree
Agent Limit UnlimitedUnlimited3 Free Agents

Ticket Management

Response Editor with rich text support YesYesYes
Suggested Articles YesYesYes
Agent Collision Detection YesYesYes
Private Comments within tickets YesYesYes
Ticket Tags YesYesYes
Work Modes YesYesYes
E-mail Response Management

Number of tickets you can send and receive.

UnlimitedUnlimitedUnlimited
Product based Ticket Tracking YesYesYes
Task Assignment

Add tasks for a ticket and assign ownership to it.

YesYesYes
Ticket-level Time Tracking

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

YesYesNo
Customer Happiness Ratings

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

YesYesNo
Contacts & Accounts Management YesYesYes

Customer Support Channels

Cloud Telephony by Twilio

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

Multiple nos. with IVRMultiple nos. with IVRNo
Built-in Live Chat

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

YesNoNo
Email Address for Tracking Tickets

Number of support email aliases you can create.

Unlimited101
Customer Portal

Customizable web portal for customers to submit & track tickets.

YesYesYes
Web-to-Ticket Form

Capture customer queries from your website as tickets.

20101
Twitter (Unlimited Accounts) YesYesNo
Facebook (Unlimited Accounts) YesYesNo
Community Forums

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

YesYesYes

Knowledge Base/Solutions

Number of Article Categories UnlimitedUnlimitedUnlimited
Knowledge Base in Web Portal YesYesYes
Public & Private Articles YesYesYes
Convert ticket solutions to Articles

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

YesYesYes
Article Image Gallery YesYesYes
Up-voting and down-voting for Articles YesYesYes

Help Center

Forum Topic Recommendations YesYesYes
Knowledge Base Dashboard with Article Insights YesYesYes
Moderate Community posts YesYesYes
Number of Portal Users UnlimitedUnlimitedUnlimited
Custom Themes

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

YesYesYes
Custom Widgets YesYesYes
Multi-brand Help Center YesNoNo
SEO for Help Center and individual Articles YesYesYes
Suggested Articles YesYesYes

Re-Branding

Domain Mapping

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

YesYesYes
Remote Authentication

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

YesYesNo
Multi-language Support YesYesYes
Set your Time Zone YesYesYes

Multi-Department Management

Number of Departments Unlimited101
All-department view of ticket data YesYesYes

Helpdesk Automation

Custom Functions using Deluge script YesNoNo
Workflow Rules

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

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

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

15/Department/Module10/Department/ModuleNo
Ticket Assignment Rules

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

20 Rules10 RulesNo
Round-Robin Ticket Assignment Rules 5 Rules/Department5 Rules/DepartmentNo
Macros

Execute your frequent business rules in a click.

20/Department/Module10/Department/ModuleNo
Notification Rules YesYesYes

Service Level Agreements (SLAs)

Number of SLAs 10/Department5/DepartmentPriority-based SLA
Multi-Level Escalations

Only single level escalation is available under Free plan.

YesYesSingle Level
Business Hours & Holiday List

Configure SLAs to respect your business hours & holiday list.

YesYesNo

Contract Management

Contract SLAs

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

YesNoNo

Help Desk Customization

Customize your Tabs & Fields YesYesYes
Custom Email Templates

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

YesYesDefault Templates
Ticket Templates

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

YesNoNo
Custom Views YesYesYes

Reports & Dashboards

Agent Dashboard (Agent Scorecard) YesYesYes
Manager Dashboard (The Headquarters) YesYesYes
Knowledge Base Dashboard YesYesYes
Ticket Overview Dashboard YesYesYes
Custom Reports YesYesNo
Standard Dashboards YesYesNo
Custom Dashboards YesYesNo
Export Reports to CSV, XLS or PDF YesYesYes
Schedule Reports

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

YesNoNo
Global Reports

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

YesNoNo

Help Desk Security

Profiles

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

30152
Roles

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

25052
Field-Level Access Control

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

YesYesNo
Data Sharing Permission

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

YesNoNo
Group your agents

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

YesNoNo

Add-ons & Integration

Remote support with Zoho Assist YesYesFor 1 user
Two-way sync with Zoho CRM

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

YesYesNo
Integration with Zoho Reports

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

YesYesNo
Integration with Zoho BugTracker

Assign customer tickets as bugs and track them to closure.

YesYesNo
Integration with G Suite

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

YesYesYes
SMS Add-on

Notify your agents & customers via Text Message/SMS.

YesYesNo
Zoho PhoneBridge for Call Centers

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

FreeFreeNo

Mobile Edition

iPad and iPhone devices YesYesYes
Android devices YesYesYes