Zoho Desk Price comparison with Features

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.

COMPARISON TABLE:

 

 

FREE

STANDARD

PROFESSIONAL

ENTERPRISE

Pricing

(Local taxes (VAT, GST, etc.) will be charged in addition to the prices mentioned.)

       

Billed Annually

       

In RUPEES

FREE

₹720/agent/month

₹1,200/agent/month

₹2,100/agent/month

In DOLLAR

FREE

$12/agent/month

$20/agent/month

$35/agent/month

In GBP

FREE

£10/agent/month

£16/agent/month

£28/agent/month

In EURO

FREE

€12/agent/month

€20/agent/month

€35/agent/month

Billed Monthly

       

In RUPEES

FREE

₹1,080/agent/month

₹1,800/agent/month

₹2,700/agent/month

In DOLLAR

FREE

$18/agent/month

$30/agent/month

$45/agent/month

In GBP

FREE

£15/agent/month

£24/agent/month

£36/agent/month

In EURO

FREE

€18/agent/month

€30/agent/month

€45/agent/month

Agent Limit

3 Free Agents

Unlimited

Unlimited

Unlimited

Light Agent

 

₹300/light agent/month

₹300/light agent/month

50 Free Light Agents

(Add on ₹300/light agent/month)

TICKET MANAGEMENT

       

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

       

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

       

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

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

       

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

       

Direct Assignment to Agents and Teams

 

5

15

30

Round-Robin Ticket Assignment by Load Balancing

   

10/Department

15/Department

ADVANCED PROCESS MANAGEMENT – BLUEPRINTS

       

Active Blueprints

   

1/Department

20/Department

Transitions per Blueprint

   

10

50

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)

       

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)

Multi-Level Escalations

 

Customer Based SLA

   

Contract Management in SLA

     

HELP DESK WORKING HOURS

       

Business Hours

 

1

1

Unlimited

Holiday List

 

1

1

Unlimited

HELP DESK CUSTOMIZATION

       

Custom Email Templates

Default Templates

Customize Tabs

 

Custom Views

 

Customize Form Fields

 

Custom Fields

       

Custom Ticket Status & Status Grouping

 

Field Dependencies

 

Teams

   

Ticket Templates

   

Department Specific Layout

   

ARTIFICIAL INTELLIGENCE

       

Reply Assistant

     

Sentiment Predictions

     

Ticket Auto Tagging

     

Anomaly Notifications

     

KB Conversation Assistant/ASAP

     

Zia Voice and Skill Builder

     

RE-BRANDING

       

Multi-language Support

Custom Domain Mapping

 

Remote Authentication

   

MULTI-DEPARTMENT

       

Multiple department Support Tracking

   

10

Unlimited

All-department view of tickets

   

Department Based Signatures

   

Department Specific Product Handling

   

HELP CENTER

       

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

       

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

       

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

       

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)

     

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

   

Multi-Level IVR

     

AGENTS & PERMISSIONS

       

Profiles

Default (Non-Editable)

6

25

50

Roles

Default (Non-Editable)

5

25

250

Field-Level Access Control

   

Role Based Data Sharing

     

Light Agents

 

Add-on ₹300/light agent

Add-on ₹300/light agent

50 Free (Add-on – ₹300/light agent)

ADD-ONS & INTEGRATION

       

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

       

Public Extensions

 

Private Extensions

   

MOBILE APPS

       

Radar App for Zoho Desk

Zoho Desk App

DEVELOPER TOOLS

       

Mobile SDK

   

API

DATA ADMINISTRATION

       

Export Data

Import Data

 

Import History

 

DATA MIGRATION

       

Migration from other help desk

 

SUPPORT (24×5)

       

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.