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Per Month (Billed Annually)
FREE | STANDARD | PROFESSIONAL | ENTERPRISE | |
(Local taxes (VAT, GST, etc.) will be charged in addition to the prices mentioned.) | ||||
Billed Annually | ||||
In RUPEES | Free for 3 users | ₹800/user/month | ₹1,400/user/month | ₹2,400/user/month |
In DOLLARS | Free for 3 users | $14/user/month | $23/user/month | $40/user/month |
In GBP | Free for 3 users | £12/user/month | £18/user/month | £35/user/month |
In EUROS | Free for 3 users | €14/user/month | €23/user/month | €40/user/month |
Billed Monthly
FREE | STANDARD | PROFESSIONAL | ENTERPRISE | |
In RUPEES | Free for 3 users | 1,300/user/month | ₹2,100/user/month | ₹3,000/user/month |
In DOLLARS | Free for 3 users | $20/user/month | $35/user/month | $50/user/month |
In GBP | Free for 3 users | £16/user/month | £28/user/month | £40/user/month |
In EUROS | Free for 3 users | €10/user/month | €20/user/month | €35/user/month |
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 |
✕ | 1 Brand | 1 Brand | 2 Brands (in the case of multi-branding 1 brand for each department) | |
✕ | 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 | ✕ | ✕ | ✔ | ✔ |
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