Zoho Desk Editions

Your own context-aware help desk software by Zoho to help you focus better on your customers. It covers all the bases from increasing your productivity to the core of your customer service effort.  Zoho Desk is a support desk platform that helps businesses deliver top quality customer support to their clients with tools that increase agent’s productivity and analytics and reports that enable managers to find key issues in agents performance so that they can improve their service as well as can make intelligent business decisions. 

Zoho Desk is available in many editions and each edition comes with a variety of amazing features. In this blog, we will be trying to cover each Zoho Desk edition in a brief and we will also be comparing various Zoho Desk Editions.

 

ENTERPRISE

PROFESSIONAL

FREE

PRICING(PLUS TAX AS APPLICABLE)
Billed Annually

In Rupees

In Dollars

In Euro

 

₹1500/agent/month

$25 /agent/month

€25/agent/month

 

₹720 /agent/month

$12 /agent/month

€12 /agent/month

 

Free

Free

Free

Billed Monthly

In Rupees

In Dollars

In Euro

 

₹1800/agent/month

$30 /agent/month

€30/agent/month

 

₹900 /agent/month

$15 /agent/month

€15/agent/month

 

Free

Free

Free

Agent Unlimited Unlimited 3 Free Agents
TICKET MANAGEMENT
Email Response Management       Unlimited     Unlimited  Unlimited
Product based Ticket Tracking Yes  Yes Yes
Task Assignment  Yes  Yes Yes
Ticket-level Time Tracking  Yes  Yes No
Customer Happiness Ratings  Yes  Yes No
Contacts & Accounts Management  Yes  Yes Yes
Response Editor with rich text support  Yes  Yes Yes
Suggested Articles  Yes  Yes Yes
Agent Collision Detection  Yes  Yes Yes
Private Comments within tickets  Yes  Yes Yes
Ticket Tags  Yes  Yes Yes
Work Modes  Yes  Yes Yes
CUSTOMER SUPPORT CHANNEL
Email Address for Tracking Tickets Unlimited 10 1
Customer Portal Yes Yes Yes
Web-to-Ticket Form 20 10 1
Twitter (Unlimited Accounts) Yes Yes No
Facebook (Unlimited Accounts) Yes Yes No
Community Forums Yes Yes Yes
Cloud Telephony by Twilio Multiple nos. with IVR Multiple nos. with IVR No
Built-in Live Chat Yes No No
KNOWLEDGE BASE/SOLUTIONS
Number of Article Categories Unlimited Unlimited Unlimited
Knowledge Base in Web Portal Yes Yes Yes
Public & Private Articles Yes Yes Yes
Convert ticket solutions to Articles Yes Yes Yes
Article Image Gallery Yes Yes Yes
Up-voting and down-voting for Articles Yes Yes Yes
HELP CENTER
Number of Portal Users Unlimited Unlimited Unlimited
Custom Themes Yes Yes Yes
Custom Widgets Yes Yes Yes
Multi-brand Help Center Yes No No
SEO for Help Center and individual Articles Yes Yes Yes
Suggested Articles Yes Yes Yes
Forum Topic Recommendations Yes Yes Yes
Knowledge Base Dashboard with Article Insights Yes Yes Yes
Moderate Community posts Yes Yes Yes
RE-BRANDING
Domain Mapping Yes Yes Yes
Remote Authentication Yes Yes No
Multi-language Support Yes Yes Yes
Set your Time Zone Yes Yes Yes
MULTI-DEPARTMENT MANAGEMENT
Number of Departments Unlimited 10 1
All-department view of ticket data     Yes Yes Yes
HELPDESK AUTOMATION
Workflow Rules 20/Department/Module 10/Department/Module No
Time-based Rules 15/Department/Module 10/Department/Module No
Ticket Assignment Rules 20 Rules 10 Rules No
Round-Robin Ticket Assignment Rules 5 Rules/Department 5 Rules/Department No
Macros 20/Department/Module 10/Department/Module No
Notification Rules Yes Yes Yes
Custom Functions using Deluge script Yes No No
SERVICE LEVEL AGREEMENTS (SLAS)
Number of SLAs 10/Department 5/Department Priority-based SLA
Multi-Level Escalations Yes Yes Single Level
Business Hours & Holiday List Yes Yes No
CONTRACT MANAGEMENT
Contract SLAs Yes No No
HELP DESK CUSTOMIZATION
Customize your Tabs & Fields Yes Yes Yes
Custom Email Templates Yes Yes Default Templates
Ticket Templates Yes No No
Custom Views Yes Yes Yes
REPORTS & DASHBOARDS
Custom Reports Yes Yes No
Standard Dashboards Yes Yes No
Custom Dashboards Yes No No
Export Reports to CSV, XLS or PDF Yes No Yes
Schedule Reports Yes Yes No
Global Reports Yes Yes No
Agent Dashboard (Agent Scorecard) Yes Yes Yes
Manager Dashboard (The Headquarters) Yes Yes Yes
Knowledge Base Dashboard Yes Yes Yes
Ticket Overview Dashboard Yes Yes Yes
HELP DESK SECURITY
Profiles 30 15 2
Roles 250 5 2
Field-Level Access Control Yes Yes No
Data Sharing Permission Yes No No
Group your agents Yes No No
ADD-ONS & INTEGRATION
Two-way sync with Zoho CRM Yes Yes No
Integration with Zoho Reports Yes Yes No
Integration with Zoho BugTracker Yes Yes No
Integration with G Suite Yes Yes Yes
SMS Add-on Yes Yes No
Zoho PhoneBridge for Call Centers Free Free No
Remote support with Zoho Assist Yes Yes For 1 user
MOBILE EDITION
iPad and iPhone devices Yes Yes Yes
Android devices Yes Yes Yes

 

We hope that the above information was helpful to you. If you want to know more about Zoho Desk or you want your own Zoho Desk today, please contact us, [email protected]

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