Zoho Desk

Features

• 3 Free Agents
• Email Ticketing
• Comment in Ticket
• Private Conversations in Ticket
• Spam Tickets
• Ticket History
• Ticket Resolution Note
• Ticket Tags: 10 Tags/Ticket
• Quick Ticket View (Peek View)
• Response Editor with Rich Text Support
• Advanced Search
• Response Draft
• Email Channel: 1
• Help Center
• Feedback Widget: 1
• Advanced Web Forms: 1
• Notification Rules
• Macros: 2
• Number of SLAs: Default Priority based SLA
• Stop the SLA Clock (On Hold State): Default for On Hold Status (Not customizable)
• Custom Email Templates: Default Templates
• Customize Tabs
• Customize Form Fields
• 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
• Private Knowledge Base for Agents
• Article Versioning
• Contact & Account Information Management
• Private Notes for Contacts & Accounts
• Dedicated Owners for Contacts & Accounts
• Agent Dashboard
• Profiles: Default (Non-Editable)
• Roles: Default (Non-Editable)
• Add-Ons
  • G Suite
  • Zoho Assist: 1 Free User
• Radar App for Zoho Desk
• Zoho Desk App
• IP Range restriction (active directory)
• CSP policy header
• Anonymization of agent and customer
• Data Center Location
• Highlight Critical Information
• Underline Links
• Emphasis Focus Area
• Animation Controls
• Reading Mask
• Zoom Level Adjuster
• Screen Reader
• Keyboard Focus Navigation
• API: 15,000 calls/day/org.
• Export Data: 1000/batch
• Import History: Past 60 days
• Email Support

All the essential support features to augment your customer service team.

Features

• Unlimited Agents
• Includes features of Free plan, plus
• Ticket Tags: 20 Tags/Ticket
• Followers
• Time Entry
• Search Facet
• Snippets for Faster Response
• Email Templates in Reply Editor
• Work Modes
• Real Time Updates in Ticket List & Detail View
• Real Time Ticket Count in Starred Views
• Team Feeds
• Email Channel: 5
• Advanced Web Forms: 5
• Community Forums
• 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
• Macros: 5
• Workflow Rules: 5/Module
• Supervise - Time-based Rules: 5
• Direct Assignment to Agents and Teams: 5
• Agent Idle Timeout
• Number of SLAs: 4
• Stop the SLA Clock (On Hold State)
• Multi-Level Escalations
• Business Hours: 1
• Holiday List: 1
• Custom Email Templates
• Custom Fields: 50 fields/Module
• Field Dependencies
• Public Knowledge Base
• Knowledge Base Dashboards
• Community
• ASAP
• Contact & Account Custom Fields: 50 Fields
• Contact & Account Insights
• Deduplicate Contacts & Accounts
• Follow Contacts & Accounts
• Contact to Product Association
• Tasks
• Manual Ticket Time Tracking
• Product Based Ticket Tracking
• Associate Products to Contacts
• Associate Products to Accounts
• Dedicated Owner for Products
• Custom Fields for Products: 50 Fields
• Custom Views for Products
• 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
• Profiles: 5
• Roles: 5
• Integrations
  • 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
• Public Extensions: Yes (Excludes extensions that use features not supported in the standard plan.)
• Single Sign-on using SAML in Helpcenter
• User Authentication (JWT) in ASAP
• API: 200,000 calls/day/org
• Export Data
• Data Backup (Beta): 1 backups/month

Simplified collaboration and process automation functionalities for fast-growing teams.

Features

• Includes features of Standard plan, plus
• Ticket Tags: 30 Tags/Ticket
• Approvals
• Team Ownership
• Ticket Sharing
• Send as Email
• Review Ticket Replies
• Gamescope for Agents
• Agent Collision Detection
• Agent Collision Chat
• Agent Collision Reply Avoidance
• Email Channel: 10
• Feedback Widget: 1/Department
• Advanced Web Forms: 10/Department
• Telephony
• Custom Workflows
• Macros: 15/Department
• Workflow Rules: 15/Department/Module
• Supervise - Time-based Rules: 15/Department
• Custom Actions Gallery in Workflows
• Direct Assignment to Agents and Teams: 15
• Round-Robin Ticket Assignment by Load Balancing: 10/Department
• Active Blueprints: 1/Department
• Transitions per Blueprint: 20
• Common Transitions per Blueprint: 1
• Fields and Actions per Transition: 10
• State Level SLAs & Escalations
• Dynamic Transition Owner
• Transitions Draft (Partial Transitions)
• Number of SLAs: 10/Department
• Customer Based SLA
• Custom Fields: 150 fields/Module
• Teams
• Ticket Templates
• Department Specific Layout
• Multi Lingual (Beta)
• Remote Authentication
• Multiple Department Support Tracking: 10
• All-department View of Tickets
• Department Based Signatures
• Department-Specific Product Handling
• Multilingual Knowledge Base
• Community Gamification
• 301 Redirection
• Google Analytics Integration
• Themes Gallery
• CSS Customization
• Custom Widgets
• Contact & Account Custom Fields: 150 Fields
• Secondary Contact (Cc's)
• Contacts to Multiple Accounts
• Events
• Calls
• Auto Ticket Time Tracking
• Activity Time Tracking
• Billing Preferences
• Custom Fields for Products: 150 Fields
• Custom Reports
• Custom Dashboards
• Calls Reports and Dashboards
• SLA Dashboards
• Telephony Agent Availability
• 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
  • Profiles: 25
  • Roles: 25
• Add-ons
  • Zoho Flow
  • Zapier
  • Telephony and PBX
• Public Extensions
• Private Extensions
• Custom Actions via Extensions
• Read Recipients
• API: 500,000 calls/day/org
• Mobile SDK
• Webhook: 5 Active
• Import Data: 20000/batch
• Chat Support

Advanced AI and customization capabilities to enable enterprise-grade support.

Features

• Includes features of Professional plan, plus
• Ticket Tags: 50 Tags/Ticket
• Email Channel: 100
• Advanced Web Forms: 20/Department
• Twitter: 2 Brands (add-on brand available on request)
• Facebook: 2 Brands (add-on brand available on request)
• Instagram: 2 Brands (add-on brand available on request)
• Live Chat
• Macros: 30/Department
• Workflow Rules: 30/Department/Module
• Supervise - Time-based Rules: 30/Department
• Custom Functions in Workflows
• Schedules: 10/Department
• Field Watching - Trigger on Specific Field Updates
• Direct Assignment to Agents and Teams: 30
• Round-Robin Ticket Assignment by Load Balancing: 15/Department
• Active Skills: 30/Department
• Skill based Ticket Assignment
• Active Blueprints: 20/Department
• Transitions per Blueprint: 100
• Common Transitions per Blueprint: 5
• Fields and Actions per Transition: 30
• Strict Mode Controls
• Custom Functions in Blueprints
• Number of SLAs: 20/Department
• Contract Management in SLA
• Business Hours: 100
• Holiday List 100
• Custom Fields: 230 fields/Module
• Layout Rules
• Validation Rules
• Multi Layout: 20 Layouts / Department
• Reply Assistant
• Sentiment Predictions
• Ticket Auto Tagging
• Anomaly Notifications
• Zia Answer Bot
• Multiple Department Support Tracking: 50
• Auto-translation of KB articles
• Answer Bot in ASAP
• Live Chat in ASAP
• Multi-brand Help Center
• HTML Customization
• GC Flows
• Global Variables
• Session Variables
• GC Widgets
• Contact & Account Custom Fields: 230 Fields
• Custom Fields for Products: 230 Fields
• Schedule Reports: 100
• Blueprint Dashboard
• ZIA Dashboard
• All Department Analytics (Global Reports and Dashboards)
• Profiles: 50
• Roles: 250
• Data Sharing
• DKIM/DMARC
• Custom Field Encryption
• ePHI Field Labeling
• API: 1,000,000 calls/day/org
• Webhook: 10 Active
• Deluge (Custom Function)
• Import Data: 30000/batch