Zoho Desk plans and documented features
Each row shows what Zoho's own pricing pages and help articles say about one feature on each plan.
Evidence checked from to
| Feature | Free | Express | Standard | Professional | Enterprise |
|---|---|---|---|---|---|
| SLA policies | Not listed | Not listed | Included | Included | Included |
| Automatic assignment | Not listed | Not listed | Not listed | Included | Included |
| Custom agent roles | Not listed | Not listed | Included | Included | Included |
| SAML single sign-on | Not listed | Not listed | Not listed | Not listed | Not listed |
| Public knowledge base | Not listed | Not listed | Included | Included | Included |
| Custom reports | Not listed | Not listed | Included | Included | Included |
| Listed prices (USD) | $0 | $7 per user/month billed annually · $9 per user/month billed monthly | $14 per user/month billed annually · $20 per user/month billed monthly | $23 per user/month billed annually · $35 per user/month billed monthly | $40 per user/month billed annually · $50 per user/month billed monthly |
Not listed: the vendor's pricing and help pages we checked don't mention it for this plan. That doesn't mean it's missing.
Price source · checked 8 Oct 2026
Zoho Desk plan comparison page · Zoho
Zoho Desk pricing page · Zoho
SLA policies
Source for SLA policies · checked 6 Oct 2026
Zoho Desk SLAs and escalations feature page · Zoho · checked
“Service Level Agreements help you automatically set a due time for tickets based on criteria like the channel the ticket came from, the customer who raised the ticket, and the status of the ticket.”
Zoho Desk SLAs and escalations feature page · Zoho · checked
“When SLA violations arise, Zoho Desk automatically escalates the overdue tickets to the relevant manager or agent.”
Zoho Desk plan comparison page · Zoho · checked
Vendor plan table: Number of SLAs | Free: Default | Express: Default | Standard: 4 | Professional: 10 / department | Enterprise: 20 / department
Zoho Desk plan comparison page · Zoho · checked
Vendor page: Number of SLAs: Service level agreements (SLAs) help you manage response and resolution time by automating actions based on ticket deadlines
Zoho Desk plan comparison page · Zoho · checked
Vendor plan table: SLA dashboards | Free: — | Express: — | Standard: — | Professional: ✓ | Enterprise: ✓
Automatic assignment
Source for Automatic assignment · checked 6 Oct 2026
Zoho Desk plan comparison page · Zoho · checked
Vendor plan table: Round-robin ticket assignment by load balancing | Free: — | Express: — | Standard: — | Professional: 10 / department | Enterprise: 15 / department
Zoho Desk plan comparison page · Zoho · checked
Vendor page: Round-robin ticket assignment by load balancing: Use Round robin scheduling to assign tickets to agents based on their current load.
Zoho Desk plan comparison page · Zoho · checked
Vendor plan table: Round-robin sequential assignment | Free: — | Express: — | Standard: — | Professional: ✓ | Enterprise: ✓
Zoho Desk pricing page · Zoho · checked
“Round-robin assignment Allocate tickets to agents according to their current workload or in a specific order, such as alphabetically or any custom sequence.”
Zoho Desk plan comparison page · Zoho · checked
Vendor plan table: Skill based Ticket Assignment | Free: — | Express: — | Standard: — | Professional: — | Enterprise: ✓
Zoho Desk plan comparison page · Zoho · checked
Vendor plan table: Direct assignment to agents and teams | Free: — | Express: 2 | Standard: 5 | Professional: 15 | Enterprise: 30
Custom agent roles
Source for Custom agent roles · checked 6 Oct 2026
Zoho Desk help desk security feature page · Zoho · checked
“You can customize profiles and permissions easily, to suit your team.”
Zoho Desk plan comparison page · Zoho · checked
Vendor plan table: Profiles | Free: Default (Non-Editable) | Express: Default (Non-Editable) | Standard: 5 | Professional: 25 | Enterprise: 50
Zoho Desk plan comparison page · Zoho · checked
Vendor page: Profiles: Manage permissions to modules, fields, and utilities by categorizing agents under different profiles.
Zoho Desk plan comparison page · Zoho · checked
Vendor plan table: Roles | Free: Default (Non-Editable) | Express: Default (Non-Editable) | Standard: 5 | Professional: 25 | Enterprise: 250
Zoho Desk plan comparison page · Zoho · checked
Vendor page: Roles: Create roles to replicate your organization chart and assign a profile to each role accordingly.
SAML single sign-on
Not listed in the vendor pages we checked; check with Zoho.
Why? and source for SAML single sign-on · checked 6 Oct 2026
SAML single sign-on: Not listed. The checked SAML article does not establish SAML single sign-on for agents; separate agent single sign-on guidance describes Active Directory / Zoho Directory. That doesn't mean it's missing.
- Zoho's SAML article covers Help Center customers only ('does not apply to agents'); agent single sign-on is documented via Active Directory / Zoho Directory, not SAML.
Configure Help Center SAML · Zoho · checked
Configure Help Center SAML · Zoho · checked
Vendor page: SAML authentication only applies to customer accounts. It does not apply to agents.
Public knowledge base
Source for Public knowledge base · checked 6 Oct 2026
Zoho Desk knowledge base feature page · Zoho · checked
“Publish your knowledge base articles on customer and employee self-service portals”
Zoho Desk plan comparison page · Zoho · checked
Vendor plan table: Public knowledge base | Free: — | Express: — | Standard: ✓ | Professional: ✓ | Enterprise: ✓
Zoho Desk plan comparison page · Zoho · checked
Vendor page: Public knowledge base: Create a public repository of help articles, guides, and FAQs.
Zoho Desk pricing page · Zoho · checked
“Knowledge base Create a repository of help articles, guides, and FAQs so customers can find assistance anytime.”
Zoho Desk plan comparison page · Zoho · checked
Vendor plan table: Help center | Free: ✓ | Express: ✓ | Standard: ✓ | Professional: ✓ | Enterprise: ✓
Custom reports
Source for Custom reports · checked 6 Oct 2026
Zoho Desk reports feature page · Zoho · checked
“Get additional statistics by creating your own reports as well.”
Zoho Desk plan comparison page · Zoho · checked
Vendor plan table: Custom reports | Free: — | Express: — | Standard: 50 | Professional: Unlimited | Enterprise: Unlimited
Zoho Desk plan comparison page · Zoho · checked
Vendor page: Custom reports: Create your own custom reports to keep track of metrics that matter to you.
Zoho Desk plan comparison page · Zoho · checked
Vendor plan table: Custom dashboards | Free: — | Express: — | Standard: 10 | Professional: Unlimited | Enterprise: Unlimited
Zoho Desk pricing page · Zoho · checked
“Create custom reports and dashboards using various visualization elements to keep track of metrics that matter to you.”
Worth knowing
- Number of SLAs: Standard 4; Professional 10 per department; Enterprise 20 per department.
- Skill-based assignment is listed for Enterprise, not Professional; Professional has round-robin assignment.
- Standard includes 5 profiles and 5 roles; Professional 25 and 25; Enterprise 50 and 250.
- Standard includes 50 custom reports and 10 custom dashboards; Professional and Enterprise, unlimited.
- Free includes three user licenses.
- Standard: Zoho pages disagree: the comparison table says unlimited users, the pricing FAQ says 5 users.
Common workflow capabilities we've checked
Everyday capabilities shown for context. They do not affect your shortlist.
- Manually assign a support ticket to an agent: Not listed for any plan (documented for the product, no plan named)
- No edition stated in the article.
- Add private internal notes to a support ticket: Not listed for any plan (documented for the product, no plan named)
- The article lists a permission requirement only; no edition is stated.
- Reuse saved replies in support emails: Documented on: Standard, Professional, Enterprise
- Free and Express show a dash for both "Email templates in reply" and "Snippets for faster response". "Custom email templates" shows "Default templates" on Free and Express (notification templates; not counted).
- Macros (all plans, counts 2 / 2 / 5 / 15 / 30) combine ticket actions; reply text is not stated, so Macros are not counted.
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