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Support plans
Here's a comparative chart of our four support tiers and the included services so that you can choose the best option for your business.
5
-BasicFree | -ClassicFree | -Premium20% of License fee Register Here | -Enterprise25% of License fee Register Here | |
|---|---|---|---|---|
| SERVICES | ||||
| Knowledge base ? Collection of detailed articles on setting up, customization, and usage of Zoho Desk features. | Yes | Yes | Yes | Yes |
| Community forums | Yes | Yes | Yes | Yes |
| Email support | Yes | Yes | Yes | Yes |
| Customer portal ? View all your tickets, raise new support requests, and get the answers you need from the product experts. | Yes | Yes | Yes | Yes |
| Live chat ? Ping us with your questions through chat for a speedy response. | 8 hours x 5 days | 24 hours x 5 days | 24 hours x 7 days | |
| Toll-free support ? Call our toll-free phone numbers or request a support call. | 8 hours x 5 days | 24 hours x 5 days | 24 hours x 7 days | |
| Remote assistance ? Get assistance for customization and troubleshooting through screen sharing sessions. | Yes | Yes | ||
| Product onboarding ? Get acquainted with Zoho Desk's features and learn how to use them efficiently. | Yes | Yes | ||
| Configuration assistance ? Get help in setting up and personalizing help desk for your business. | Yes | Yes | ||
| Technical Account Manager ? A dedicated point of contact for your every support need.Learn More | Yes | |||
| Quarterly Report [Feature usage + Feature Recommendation] ? A report of your feature usage statistics and suggestions to optimize your help desk process. | Yes | |||
| Max. response time | 24 Hours | 8 Hours | 3 Hours | 1 Hour |
| ELIGIBILITY | ||||
| Based on Edition | Free edition | All paid editions (Live chat support available only for Professional and Enterprise editions) | All paid editions | All paid editions |
| Based on Number of users | - | - | - | Min. 25 Users |
| Based on Subscription period | - | Annual or monthly | Annual | Annual |
-Basic | -Classic | -PremiumRegister Here | -EnterpriseRegister Here |
|---|
Note: If you need assistance with Zoho Desk, please submit a support request and our support team will get in touch with you.
FAQs
- USA: +1(888) 900 9646
- UK: +44 (20) 35647890
- UAE: +971 4 513 6046
- Australia: +61-2-80662898
- Germany: +49 8000229966
- Sweden: +46 201408150
- Italy: +39 (0) 287103737
- Netherlands: +31 707007083
- Spain: +34 918368598
- France: +33 805542462
- India: +91-44-67447000
Alternatively, you can drop us an email at support@zohodesk.com or tweet to us @zohocares
You can view them under the my requests tab of Zoho's support homepage.
Of course! Basic support is available to all free edition users. You can email us with your questions, raise a support request in your portal or put up a forum post to get help from the support community. You can also read through support articles in the knowledge base, and learn to use different features by watching the "how-to" videos in our collection.
Support via call is only available to customers with a paid subscription of Zoho Desk. You can still drop us an email or raise a request in the self-service portal, and our support staff will respond promptly with a solution to your problem.
You can call us any time between 9 am and 5pm on business days, and we'll be glad to help you out. However, if you're looking for around-the-clock service, we recommend getting premium or enterprise support.
For product onboarding, we offer one-on-one sessions. For Premium support plan, from the date of purchase, you get up to 45 days to book a demo for the monthly subscription and up to 90 days for the yearly plan. And for an Enterprise support plan : multiple sessions can be arranged as needed throughout the subscription period.
These sessions will help you:
- Follow a guided path for setting up Zoho Desk for your business
- Learn the different features, how to use them, and how to implement them in the best way for your business needs.
- Learn best practices for help desk
- Get assistance for customization, automation, and other important help desk functions
If you're having trouble using Zoho Desk, or if you need help in customization, remote assistance allows you to share your screen temporarily with our trusted support representatives so that they can work with you remotely to help you out.
Enterprise support comes with a dedicated technical account manager who caters to your company. You can reach out to your account manager through phone calls, chat, or email when product assistance is required. Aside from around-the-clock support, the account manager also interacts with you to understand your business thoroughly and helps you configure and customize Zoho Desk to meet your company's specific needs. They will also help you improve the overall efficiency of your company's help desk process by reviewing your feature usage, offering constructive suggestions, and teaching you best practices.
When you get enterprise support, your technical account manager reviews the usage statistics of your different Zoho Desk features to give you a list of useful suggestions for optimizing your business processes. These statistics and suggestions are presented to you in the form of quarterly reports.