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

₹800/agent/month

₹1,400/agent/month

₹2,400/agent/month

In DOLLAR

FREE

$14/agent/month

$22/agent/month

$37/agent/month

In GBP

FREE

£12/agent/month

£18/agent/month

£30/agent/month

In EURO

FREE

€14/agent/month

€22/agent/month

€37/agent/month

Billed Monthly

 

 

 

 

In RUPEES

FREE

₹1,300/agent/month

₹2,100/agent/month

₹3,200/agent/month

In DOLLAR

FREE

$20/agent/month

$32/agent/month

$47/agent/month

In GBP

FREE

£17/agent/month

£26/agent/month

£38/agent/month

In EURO

FREE

€20/agent/month

€32/agent/month

€47/agent/month

Agent Limit

3 Free Agents

Unlimited

Unlimited

Unlimited

Light Agent

 

 

 

 

 

 

In RUPEES

 

₹345/light agent/month

₹345/light agent/month

50 Free Light Agents(Add on ₹345/light agent/month)

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)

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

 

 

 

 

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

 

 

 

 

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.

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