Plan Comparison
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Pricing (local taxes will be charged in addition to the prices mentioned.)
Billed Annually | Free | ₹ /agent/month | ₹ /agent/month | ₹ /agent/month | ₹ /agent/month |
Billed Monthly | Free | ₹ /agent/month | ₹ /agent/month | ₹ /agent/month | ₹ /agent/month |
Agent Limit | 3 Free Agents | 5 Agents | Unlimited | Unlimited | Unlimited |
Light Agent | - | - | ₹ /light agent/month | ₹ /light agent/month | 50 Free Light Agents (Add on ₹ /light agent/month) |
TICKET MANAGEMENT
E-mail Tickets | |||||
Comment in Ticket | |||||
Private Conversations in Ticket | |||||
Spam Tickets | |||||
Ticket History | |||||
Ticket Resolution Note | |||||
Ticket Tags | 10 Tags/Ticket | 10 Tags/Ticket | 20 Tags/Ticket | 30 Tags/Ticket | 50 Tags/Ticket |
Add Resolution as KB | - | ||||
Customer Happiness Ratings | - | ||||
Suggested Articles | - | ||||
Merge Tickets | - | ||||
Split Tickets | - | ||||
Clone Ticket | - | ||||
Ticket Timeline | - | ||||
Read / Unread Tickets | - | ||||
Followers | - | - | |||
Time Entry | - | - | |||
Approvals | - | - | - | ||
Team Ownership | - | - | - | ||
Ticket Sharing | - | - | - | ||
Send as Email | - | - | - |
AGENT PRODUCTIVITY
Quick Ticket View (Peek View) | |||||
Response Editor with Rich Text Support | |||||
Advanced Search | |||||
Response Draft | |||||
Table View | - | ||||
Keyboard Shortcuts | - | ||||
Agent Queue | - | ||||
Teams Queue | - | - | - | ||
Search Facet | - | - | |||
Snippets for Faster Response | - | - | |||
Email Templates in Reply EditorCreate | - | - | |||
Work Modes | - | - | |||
Review Ticket Replies | - | - | - | ||
Gamescope for Agents | - | - | - |
REAL TIME COLLABORATION
Real Time Updates in Ticket List & Detail View | - | - | |||
Real Time Ticket Count in Starred Views | - | - | |||
Team Feeds | - | - | |||
Agent Collision Detection | - | - | - | ||
Agent Collision Chat | - | - | - | ||
Agent Collision Reply Avoidance | - | - | - |
CUSTOMER SUPPORT CHANNELS
Email Channel | 1 | 2 | 5 | 10 | 100 |
Help Center | |||||
Feedback Widget | 1 | 1 | 1 | 1/Department | 1/Department |
Advanced Web Forms | 1 | 1 | 5 | 10/Department | 20/Department |
Twitter | - | 1 Brand | 1 Brand | 1 Brand | 2 Brands (add-on brand available on request) |
Facebook | - | 1 Brand | 1 Brand | 1 Brand | 2 Brands (add-on brand available on request) |
Instagram | - | 1 Brand | 1 Brand | 1 Brand | 2 Brands (add-on brand available on request) |
Community Forums | - | - | |||
Telephony | - | - | - | ||
Live Chat | - | - | - | - |
INSTANT MESSAGING
WhatsApp | - | - | Yes (Usage-based charges applied by WhatsApp ) | Yes (Usage-based charges applied by WhatsApp ) | Yes (Usage-based charges applied by WhatsApp ) |
Telegram | - | - | |||
Wechat | - | - | |||
Line | - | - | |||
Dashboard | - | - | |||
WhatsApp Sandbox | - | - | |||
Canned Messages | - | - | |||
Auto-Responses | - | - | |||
WhatsApp Template Messages | - | - | |||
Ticket Conversion | - | - | |||
Embeddable options | - | - | |||
Profanity Management | - | - | |||
Chat transfer | - | - | |||
Notifications | - | - | |||
Custom Workflows | - | - | - |
HELP DESK AUTOMATION
Notification Rules | |||||
Macros | 2/Department | 2/Department | 5/Department | 15/Department | 30/Department |
Workflow Rules | - | 1/Module (Ticket module only) | 5/Module | 15/Department/Module | 30/Department/Module |
Supervise - Time-based Rules | - | - | 5 | 15/Department | 30/Department |
Custom Actions Gallery in Workflows | - | - | - | ||
Custom Functions in Workflows | - | - | - | - | |
Schedules | - | - | - | - | 10/Department |
Field Watching | - | - | - | - |
TICKET ASSIGNMENT RULES
Direct Assignment to Agents and Teams | - | 2 | 5 | 15 | 30 |
Agent Idle Timeout | - | - | |||
Round-Robin Ticket Assignment by Load Balancing | - | - | - | 10/Department | 15/Department |
Active Skills | - | - | - | - | 30/Department |
Skill based Ticket Assignment | - | - | - | - |
ADVANCED PROCESS MANAGEMENT - BLUEPRINTS
Active Blueprints | - | - | - | 1/Department | 20/Department |
Transitions per Blueprint | - | - | - | 20 | 100 |
Common Transitions per Blueprint | - | - | - | 1 | 5 |
Fields and Actions per Transition | - | - | - | 10 | 30 |
State Level SLAs & Escalations | - | - | - | ||
Dynamic Transition Owner | - | - | - | ||
Transitions Draft (Partial Transitions) | - | - | - | ||
Strict Mode Controls | - | - | - | - | |
Custom Functions in Blueprints | - | - | - | - |
SERVICE LEVEL AGREEMENTS (SLA's)
Number of SLAs | Priority based SLA | Default Priority based SLA | 4 | 10/Department | 20/Department |
Stop the SLA Clock (On Hold State) | Default for On Hold Status (Not customizable) | ||||
Multi-Level Escalations | - | ||||
Customer Based SLA | - | - | - | ||
Management in SLA | - | - | - | - |
HELP DESK WORKING HOURS
Business Hours | - | 1 | 1 | 1 | 100 |
Holiday List | - | 1 | 1 | 1 | 100 |
HELP DESK CUSTOMIZATION
Custom Email Templates | Default Templates | Default Templates | |||
Customize Tabs | |||||
Customize Form Fields | |||||
Custom Views | - | ||||
Starred Views | - | ||||
Custom Fields | - | 10 fields/Module | 50 fields/Module | 150 fields/Module | 230 fields/Module |
Custom Ticket Status & Status Grouping | - | ||||
Field Dependencies | - | - | |||
Teams | - | - | - | ||
Ticket Templates | - | - | - | ||
Department Specific Layout | - | - | - | ||
Multi Lingual (Beta) | - | - | - | ||
Custom Lookup Fields | - | - | - | 3 fields/module and layout | 5 fields/module and layout |
Layout Rules | - | - | - | - | |
Validation Rules | - | - | - | - | |
Multi Layout | - | - | - | - | 20 Layouts / Department |
PERSONALIZATION
Helpdesk Appearance - Night Mode | |||||
Display Screen Settings | |||||
Display Font control | |||||
Reply Editor Font Controls | |||||
Reply Button Behaviour | |||||
Landing Page Settings | |||||
Reply - Article Auto Suggestion | |||||
Default Send Behaviour | |||||
Multi-language Support | |||||
Date & Time Format Control |
ARTIFICIAL INTELLIGENCE
Reply Assistant | - | - | - | - | |
Sentiment Predictions | - | - | - | - | |
Ticket Auto Tagging | - | - | - | - | |
Anomaly Notifications | - | - | - | - | |
Zia Answer Bot | - | - | - | - |
RE-BRANDING
Custom Domain Mapping | - |
MULTI-DEPARTMENT
Multiple Department Support Tracking | - | - | - | 10 | 50 |
All-department View of Tickets | - | - | - | ||
Department Based Signatures | - | - | - | ||
Department-Specific Product Handling | - | - | - |
HELP CENTER
Private Knowledge Base for Agents | |||||
Article Versioning | |||||
Public Knowledge Base | - | - | |||
Knowledge Base Dashboards | - | - | |||
Community | - | - | |||
ASAP | - | - | |||
Multilingual Knowledge Base | - | - | - | ||
Community Gamification | - | - | - | ||
301 Redirection | - | - | - | ||
Google Analytics Integration | - | - | - | ||
Themes Gallery | - | - | - | ||
CSS Customization | - | - | - | ||
Custom Widgets | - | - | - | ||
Auto-translation of KB articles | - | - | - | - | |
Answer Bot in ASAP | - | - | - | - | |
Live Chat in ASAP | - | - | - | - | |
Multi-brand Help Center | - | - | - | - | |
HTML Customization | - | - | - | - |
GUIDED CONVERSATIONS
GC Flows | - | - | - | - | (25/department) |
Global Variables | - | - | - | - | (100/portal) |
Session Variables | - | - | - | - | (100/portal) |
Local Variables | - | - | - | - | (100/flow) |
GC Blocks | - | - | - | - | (500/flow) |
GC Widgets | - | - | - | - | Agent widget (1/department) Customer widget (5/department) |
CUSTOMER MANAGEMENT
Contact & Account Information Management | |||||
Private Notes for Contacts & Accounts | |||||
Dedicated Owners for Contacts & Accounts | |||||
Contact & Account Custom Fields | - | 10 Fields | 50 Fields | 150 Fields | 230 Fields |
Merge Contacts | - | ||||
Merge Accounts | - | ||||
Custom Views for Customers | - | ||||
Contact & Account Insights | - | - | |||
Deduplicate Contacts & Accounts | - | - | |||
Follow Contacts & Accounts | - | - | |||
Contact to Product Association | - | - | |||
Secondary Contact (Cc's) | - | - | - | ||
Contacts to Multiple Accounts | - | - | - |
ACTIVITY
Tasks | - | - | |||
Events | - | - | - | ||
Calls | - | - | - |
TIME TRACKING
Manual Ticket Time Tracking | - | - | |||
Auto Ticket Time Tracking | - | - | - | ||
Activity Time Tracking | - | - | - | ||
Billing Preferences | - | - | - |
PRODUCTS
Product Based Ticket Tracking | - | - | |||
Associate Products to Contacts | - | - | |||
Associate Products to Accounts | - | - | |||
Dedicated Owner for Products | - | - | |||
Custom Fields for Products | - | - | 50 Fields | 150 Fields | 230 Fields |
Custom Views for Products | - | - |
ANALYTICS
Agent Dashboard | |||||
Prepopulated Reports | - | ||||
Ticket Overview Dashboard | - | ||||
Ticket Status Dashboard | - | ||||
Customer Happiness Dashboard | - | ||||
Tickets Stages | - | - | |||
Custom Reports | - | - | 50 | ||
Export Reports to CSV, XLS or PDF | - | - | |||
Custom Dashboards | - | - | 10 | ||
Headquarters Dashboard | - | - | |||
Response, Resolution & FCR Dashboards | - | - | |||
Knowledge Base Dashboard | - | - | |||
Community Dashboard | - | - | |||
Calls Reports and Dashboards | - | - | - | ||
SLA Dashboards | - | - | - | ||
Telephony Agent Availability | - | - | - | ||
All Department Analytics (Global Reports and Dashboards) | - | - | - | ||
Schedule Reports | - | - | - | - | 100 |
Blueprint Dashboard | - | - | - | - | |
ZIA Dashboard | - | - | - | - |
TELEPHONY
In-Product Call Notifications | - | - | - | ||
Call-to-Ticket Conversion | - | - | - | ||
Answer Over-The-Web | - | - | - | ||
Answer Over-The-Phone | - | - | - | ||
Call Logging | - | - | - | ||
Call Transfer | - | - | - | ||
Call Recording | - | - | - | ||
Call Hold | - | - | - | ||
Call Mute | - | - | - | ||
Business Hours Configuration | - | - | - | ||
Non-Business Hour Management | - | - | - | ||
Call Queue Handling | - | - | - | ||
Outbound Calls | - | - | - | ||
Missed Call Management | - | - | - | ||
Custom Greeting Configuration | - | - | - | ||
Call Routing (Sequential & Simultaneous) | - | - | - | ||
Call Waiting Message | - | - | - | ||
Caller History | - | - | - | ||
Voice Mail | - | - | - | ||
Real-time Agent Availability | - | - | - | ||
Call Reports and Dashboards | - | - | - | ||
Fallback Number | - | - | - | ||
Spam Call Handling | - | - | - | ||
Call Summary | - | - | - | ||
Multi-Level IVR | - | - | - | - |
AGENTS & PERMISSIONS
Profiles | Default (Non-Editable) | Default (Non-Editable) | 5 | 25 | 50 |
Roles | Default (Non-Editable) | Default (Non-Editable) | 5 | 25 | 250 |
Light Agents | - | - | ₹ /light agent/month | ₹ /light agent/month | 50 Free (Add on ₹ /light agent/month) |
Field-Level Access Control | - | - | - | ||
Data Sharing | - | - | - | - |
ADD-ONS & INTEGRATIONS
G Suite | |||||
Zoho Assist | 1 Free User | 1 Free User | 1 Free User | 1 Free User | 1 Free User |
Zoho CRM | - | - | |||
Bigin | - | - | |||
Zoho Analytics | - | - | |||
Zoho Projects | - | - | |||
Zoho BugTracker | - | - | |||
Zoho Lens Add-on | - | - | |||
SMS Add-on | - | - | |||
Zoho Cliq | - | - | |||
Zoho SalesIQ | - | - | |||
Atlassian Jira | - | - | |||
Slack | - | - | |||
Zoho Books/Invoice | - | - | |||
Zoho Inventory | - | - | |||
Zoho Subscription | - | - | |||
Zoho Flow | - | - | Yes (Excludes flows that use features not supported in the standard plan.) | ||
Zoho Campaigns | - | - | |||
Salesforce | - | - | |||
Zapier | - | - | Yes (Excludes zaps that use features not supported in the standard plan.) | ||
Office 365 | - | - | |||
MS Teams | - | - | |||
Zoho PageSense | - | - | |||
Telephony and PBX | - | - | - |
ZOHO MARKETPLACE FOR ZOHO DESK
Public Extensions | - | - | Yes (Excludes extensions that use features not supported in the standard plan.) | ||
Private Extensions | - | - | - | ||
Custom Actions via Extensions | - | - | - |
MOBILE APPS
Radar App for Zoho Desk | |||||
Zoho Desk App |
SECURITY
IP Range restriction (active directory) | |||||
CSP policy header | |||||
SSL Certificate | - | ||||
Single Sign-on using SAML in Helpcenter | - | - | |||
User Authentication (JWT) in ASAP | - | - | |||
DKIM/DMARC | - | - | - | ||
ePHI Field Labeling | - | - | - | ||
Field Encryption | - | - | - | - |
PRIVACY
Anonymization of agent and customer | |||||
Data Center Location | |||||
DSR - Data Subject Requests | - | ||||
Read Recipients | - | - | - |
ACCESSIBILITY
Highlight Critical Information | |||||
Underline Links | |||||
Emphasis Focus Area | |||||
Animation Controls | |||||
Reading Mask | |||||
Zoom Level Adjuster | |||||
Screen Reader | |||||
Keyboard Focus Navigation | |||||
Custom scrollbar |
DEVELOPER TOOLS
API | 15,000 calls/day/org. | 25,000 calls/day/org. | 200,000 calls/day/org | 500,000 calls/day/org | 1,000,000 calls/day/org |
Mobile SDK | - | - | - | ||
Webhook | - | - | - | 5 Active | 10 Active |
Deluge (Custom Function) | - | - | - | - |
DATA ADMINISTRATION
Export Data | 1000/batch | 1000/batch | |||
Import History | Past 60 days | Past 60 days | Past 60 days | Past 60 days | Past 60 days |
Import Data | - | 1000/batch | 10000/batch | 20000/batch | 30000/batch |
Data Backup (Beta) | - | - | 1 full backup/month | 1 full backup/month | 1 full backup/month |
DATA MIGRATION
Migration from other help desk | - |
SUPPORT
Email Support | |||||
Phone Support | - | ||||
Chat Support | - | - | - |