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Zoho Desk is web-based customer service software designed to help you focus more on creating customer happiness every day. Multichannel ticket management allows you to be available for your customers,
whatever channel of communication they choose—all from one location. And Zia, Zoho Desk’s artificial intelligence, can chat with your customers, provide answers from your self-service knowledge base, and
even perform actions for customers like placing or editing an order. Built-in dashboards help you track and improve your service using the most common metrics, or you can get additional statistics by creating your own reports as well. Zoho Desk connects with Zapier, making it easier than ever to automate your customer service. Zapier can automatically trigger workflows in other apps whenever new contacts, tickets, messages, comments, accounts, or agents are created in Zoho Desk. you can also send an email reply, create a ticket, add a comment, or create a contact in Zoho Desk whenever trigger events happen in the other apps you use most.

TICKET MANAGEMENT

	FREE	STANDARD	PROFESSIONAL	ENTERPRISE
E-mail Tickets	✔	✔	✔	✔
Comment in ticket	✔	✔	✔	✔
Spam Tickets	✔	✔	✔	✔
Ticket History	✔	✔	✔	✔
Ticket Resolution Note	✔	✔	✔	✔
Ticket Tags	10 Tags/Ticket	20 Tags/Ticket	30 Tags/Ticket	50 Tags/Ticket
Product based Ticket Tracking	✕	✔	✔	✔
Add Resolution as KB	✕	✔	✔	✔
Followers	✕	✔	✔	✔
Customer Happiness Ratings	✕	✔	✔	✔
Suggested Articles	✕	✔	✔	✔
Merge Tickets	✕	✔	✔	✔
Split Tickets	✕	✔	✔	✔
Clone Ticket	✕	✔	✔	✔
Ticket Timeline	✕	✔	✔	✔
Time Entry	✕	✔	✔	✔
Approvals	✕	✕	✔	✔
Team Ownership	✕	✕	✔	✔
Ticket Sharing	✕	✕	✔	✔
Send as Email	✕	✕	✔	✔

AGENT PRODUCTIVITY

	FREE	STANDARD	PROFESSIONAL	ENTERPRISE
Quick Ticket View (Peek View)	✔	✔	✔	✔
Response Editor with rich text support	✔	✔	✔	✔
Advanced Search	✔	✔	✔	✔
Response Draft	✔	✔	✔	✔
Table View	✕	✔	✔	✔
Search Facet	✕	✔	✔	✔
Snippets for Faster Response	✕	✔	✔	✔
Email Templates in Reply Editor	✕	✔	✔	✔
Work Modes	✕	✔	✔	✔
Keyboard Shortcuts	✕	✔	✔	✔
Review Ticket Replies	✕	✔	✔	✔

REAL TIME COLLABORATION

	FREE	STANDARD	PROFESSIONAL	ENTERPRISE
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

	FREE	STANDARD	PROFESSIONAL	ENTERPRISE
Email Channel	1	5	10	100
Help Center	✔	✔	✔	✔
Web-to-Ticket Form	1	5	10	20
Twitter	✕	1 Brand	1 Brand	2 Brands (in the case of multi-branding 1 brand for each department)
Facebook	✕	1 Brand	1 Brand	2 Brands (in the case of multi-branding 1 brand for each department)
Community Forums	✕	✔	✔	✔
Telephony	✕	✕	✔	✔
Live Chat	✕	✕	✕	✔

HELP DESK AUTOMATION

	FREE	STANDARD	PROFESSIONAL	ENTERPRISE
Notification Rules	✔	✔	✔	✔
Macros	2	5	15/Department	30/Department
Supervise – Time- based Rules	✕	5	15/Department	30/Department
Workflow Rules	✕	5/Module	15/Department/Module	30/Department/Module
Custom Functions in Workflows	✕	✕	✕	✔
Field Watching – Trigger on Specific Field Updates	✕	✕	✕	✔

TICKET ASSIGNMENT RULES

	FREE	STANDARD	PROFESSIONAL	ENTERPRISE
Direct Assignment to Agents and Teams	✕	5	15	30
Round-Robin Ticket Assignment by Load Balancing	✕	✕	10/Department	15/Department

ADVANCED PROCESS MANAGEMENT – BLUEPRINTS

	FREE	STANDARD	PROFESSIONAL	ENTERPRISE
Active Blueprints	✕	✕	1/Department	20/Department
Transitions per Blueprint	✕	✕	10	15
Common Transitions per Blueprint	✕	✕	1	5
Fields and Actions per Transition	✕	✕	10	30
State Level SLAs & Escalations	✕	✕	✔	✔
Custom Functions in Blueprints	✕	✕	✕	✔

SERVICE LEVEL AGREEMENTS (SLA’s)

	FREE	STANDARD	PROFESSIONAL	ENTERPRISE
Number of SLAs	Default Priority based SLA	4	10/Department	20/Department
Stop the SLA Clock (On Hold State)	Default for On Hold Status (Not customizable)	✔	✔	✔
Customer Based SLA	✕	✕	✕	✔
Contract Management in SLA	✕	✕	✕	✔

HELP DESK WORKING HOURS

	FREE	STANDARD	PROFESSIONAL	ENTERPRISE
Business Hours	✕	1	1	Unlimited
Holiday List	✕	1	1	Unlimited

HELP DESK CUSTOMIZATION

	FREE	STANDARD	PROFESSIONAL	ENTERPRISE
Custom Email Templates	Default Templates	✔	✔	✔
Customize Tabs	✕	✔	✔	✔
Customize Views	✕	✔	✔	✔
Customize Form Fields	✕	✔	✔	✔
Custom Fields	✕	✕	✕	✕
Custom Ticket Status & Status Grouping	✕	✔	✔	✔
Field Dependencies	✕	✔	✔	✔
Teams	✕	✕	✔	✔
Ticket Templates	✕	✕	✔	✔
Department Specific Layout	✕	✕	✔	✔

ARTIFICIAL INTELLIGENCE

	FREE	STANDARD	PROFESSIONAL	ENTERPRISE
Reply Assistant	✕	✕	✕	✔
Sentiment Predictions	✕	✕	✕	✔
Ticket Auto Tagging	✕	✕	✕	✔
Anomaly Notifications	✕	✕	✕	✔
KB Conversation Assistant/ASAP	✕	✕	✕	✔
Zia Voice and Skill Builder	✕	✕	✕	✔

RE-BRANDING

	FREE	STANDARD	PROFESSIONAL	ENTERPRISE
Multi-language Support	✔	✔	✔	✔
Custom Domain Mapping	✕	✔	✔	✔
Remote Authentication	✕	✕	✔	✔

MULTI- DEPARTMENT

	FREE	STANDARD	PROFESSIONAL	ENTERPRISE
Multiple department Support Tracking	✕	✕	10	Unlimited
All-department view of tickets	✕	✕	✔	✔
Department Based Signatures	✕	✕	✔	✔
Department Specific Product Handling	✕	✕	✔	✔

TELEPHONY

	FREE	STANDARD	PROFESSIONAL	ENTERPRISE
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	✕	✕	✔	✔
Multi-Level IVR	✕	✕	✕	✔

HELP CENTER

	FREE	STANDARD	PROFESSIONAL	ENTERPRISE
Private Knowledge Base for Agents	✔	✔	✔	✔
Public Knowledge Base	✕	✔	✔	✔
Knowledge Base Dashboards	✕	✔	✔	✔
Community	✕	✔	✔	✔
Community Dashboard	✕	✔	✔	✔
Article Versioning	✔	✔	✔	✔
301 Redirection	✕	✕	✔	✔
ASAP	✕	✔	✔	✔
Answer Bot in ASAP	✕	✕	✕	✔
Live Chat in ASAP	✕	✕	✕	✔
Google Analytics Integration	✕	✕	✔	✔
Themes Gallery	✕	✔	✔	✔
CSS Customization	✕	✕	✔	✔
Custom Widgets	✕	✕	✔	✔
Multi-brand Help Center	✕	✕	✕	✔
HTML Customization	✕	✕	✕	✔

CUSTOMER MANAGEMENT

	FREE	STANDARD	PROFESSIONAL	ENTERPRISE
Contact Account Information Management	✔	✔	✔	✔
Private Notes for Contacts Accounts	✔	✔	✔	✔
Dedicated Owners for Contacts Accounts	✔	✔	✔	✔
Contact & Account Insights	✕	✔	✔	✔
Deduplicate Contacts & Accounts	✕	✔	✔	✔
Contact & Account Custom Fields	✕	50 Fields	150 Fields	230 Fields
Merge Contacts	✕	✔	✔	✔
Merge Accounts	✕	✔	✔	✔
Follow Contacts & Accounts	✕	✔	✔	✔
Contact to Product Association	✕	✔	✔	✔
Custom Views for Customers	✕	✔	✔	✔
Secondary Contact (Cc’s)	✕	✕	✔	✔
ACTIVITY	✕	✕	✕	✕
Tasks	✕	✔	✔	✔
Events	✕	✕	✔	✔
Calls	✕	✕	✔	✔

TIME TRACKING

	FREE	STANDARD	PROFESSIONAL	ENTERPRISE
Manual Ticket Time Tracking	✕	✔	✔	✔
Auto Ticket Time Tracking	✕	✕	✔	✔
Activity Time Tracking	✕	✕	✔	✔
Billing Preferences	✕	✕	✔	✔

PRODUCTS

	FREE	STANDARD	PROFESSIONAL	ENTERPRISE
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

	FREE	STANDARD	PROFESSIONAL	ENTERPRISE
Standard Reports	✕	✔	✔	✔
Prepopulated Reports	✕	✔	✔	✔
Custom Reports	✕	50	✔	✔
Export Reports to CSV, XLS or PDF	✕	✔	✔	✔
Custom Dashboards	✕	10	✔	✔
Ticket Overview Dashboard	✕	✔	✔	✔
Headquarters Dashboard	✕	✔	✔	✔
Ticket Status Dashboard	✕	✔	✔	✔
Customer Happiness Dashboard	✕	✔	✔	✔
Knowledge Base Dashboard	✕	✔	✔	✔
Community Dashboard	✕	✔	✔	✔
Calls Reports and Dashboards	✕	✕	✔	✔
SLA Dashboards	✕	✕	✔	✔
Telephony Agent Availability	✕	✕	✔	✔
Schedule Reports	✕	✕	✕	100
Blueprint Dashboard	✕	✕	✕	✔
ZIA Dashboard	✕	✕	✕	✔
All Department Analytics (Global Reports and Dashboards)	✕	✕	✕	✔

AGENTS & PERMISSIONS

	FREE	STANDARD	PROFESSIONAL	ENTERPRISE
Profiles	Default (Non- Editable)	6	25	50
Roles	Default (Non- Editable)	5	25	250
Field-Level Access Control	✕	✕	✔	✔
Role Based Data Sharing	✕	✕	✕	✔
Light Agents	✕	✕	✕	✕
In RUPEES	✕	Add-on ₹345/light agent	Add-on ₹345/light agent	50 Free (Add-on – ₹345/light agent)
In DOLLAR	✕	$5/light agent/month	$5/light agent/month	50 Free Light Agents(Add on $5/light agent/month)
In GBP	✕	£4/light agent/month	£4/light agent/month	50 Free Light Agents(Add on £4/light agent/month)
In EURO	✕	€5/light agent/month	€5/light agent/month	50 Free Light Agents(Add on €5/light agent/month)

ADD-ONS & INTEGRATION

	FREE	STANDARD	PROFESSIONAL	ENTERPRISE
Zoho CRM	✕	✔	✔	✔
Zoho Analytics	✕	✔	✔	✔
Zoho BugTracker	✕	✔	✔	✔
G Suite	✔	✔	✔	✔
SMS Add-on	✕	✔	✔	✔
Zoho PhoneBridge for Call Centers	✕	✔	Free	Free
Zoho Assist	1 Free User	1 Free User	1 Free User	1 Free User
Zoho Cliq	✕	✔	✔	✔
Zoho SalesIQ	✕	✔	✔	✔
Atlassian Jira	✕	✔	✔	✔
Slack	✕	✔	✔	✔
Zoho Books/Invoice	✕	✔	✔	✔
Salesforce	✕	✔	✔	✔
Zapier	✕	✔	✔	✔
Office 365	✕	✔	✔	✔
MS Teams	✕	✔	✔	✔
Zoho PageSense	✕	✔	✔	✔

ZOHO MARKETPLACE FOR ZOHO DESK

	FREE	STANDARD	PROFESSIONAL	ENTERPRISE
Public Extensions	✕	✔	✔	✔
Private Extensions	✕	✕	✔	✔
MOBILE APPS	✕	✕	✕	✕
Radar App for Zoho Desk	✔	✔	✔	✔
Zoho Desk App	✔	✔	✔	✔
DEVELOPER TOOLS	✕	✕	✕	✕
Mobile SDK	✕	✕	✔	✔
API	✔	✔	✔	✔

DATA ADMINISTRATION

	FREE	STANDARD	PROFESSIONAL	ENTERPRISE
Export Data	✔	✔	✔	✔
Import Data	✕	✔	✔	✔
Import History	✕	✔	✔	✔
DATA MIGRATION	✕	✕	✕	✕
Migration from other help desk	✕	✔	✔	✔

SUPPORT (24×5)

	FREE	STANDARD	PROFESSIONAL	ENTERPRISE
Email Support	✔	✔	✔	✔
Phone Support	✕	✔	✔	✔
Chat Support	✕	✕	✔	✔

Zoho Desk is a part of the Zoho suite of cloud-based apps. It was released in 2016, as an addition to Zoho Support help desk software. The tool mostly aims at SMBs. It offers Enterprise pricing plan as well. Zoho Desk has very reasonable pricing and an extensive feature set, which makes it a good value for the money. Naturally, it seamlessly integrates with other Zoho products, including Zoho CRM, which ensures data completeness and synchronization for the benefit of better customer service. Companies like Sears, Intel, Daimler, Essilor, and others use Zoho Desk as their platform.

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ZOHO FORMS PRICE COMPARISON WITH FEATURES
ZOHO MAIL PRICE COMPARISON WITH FEATURES
ZOHO SOCIAL PRICE COMPARISON WITH FEATURES

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