Zoho Desk – Standard Package (Per User / Monthly)

Customer Support Channels

Email Channel-5 channels
Help Center-Available
Feedback Widget-1
Advanced Web Forms-5
Social Media (Facebook & Twitter)-1 Brand
Instant Messaging (WhatsApp, Telegram, WeChat & Line)-Available

Ticket Management

Spam, Merge, Split & Clone Tickets-Available
Ticket History-Available
Quick Ticket View-Available
Ticket Tags-20 Tags/Ticket
Product-based Ticket Tracking-Available
Add Resolution as KB-Available
Suggested Articles-Available
Direct Assignment to Agents and Teams-Available
Work Modes-Available
Response Editor with Rich Text Support & Response Draft-Available
Advanced Search-Available
Faster Response Snippets-Available

Automation and Process Management

Macros-5
Workflow Rules-5/Module
Time-based Rules-5
Service Level Agreements-4
Multi-Level Escalations-Available
Tasks,Event&Cell-Only Tasks

Help Desk Customization

Custom Email Templates-Available
Custom Tabs, Views, Status & Form Fields-Available
Custom Fields-50 Fields/Module
Re-branding-Limited-Available

Analytics

Pre-defined Reports-Available
Custom Reports-50
Export Reports to CSV, XLS or PDF-Available
Customer Happiness Ratings Dashboard-Available
Custom Dashboards-10
Ticket Overview & Status Dashboard-Available
Response, Resolution & FCR Dashboards-Available
Analytics Mobile App (Radar)-Available

Agent Permissions & Data Security

Agent Permissions & Data Security-6
Roles-5
GDPR Compliance-Available

Support

Email–Available
Phone-Available