{
  "schemaVersion": 1,
  "id": "gorgias-vs-zoho-desk",
  "products": [
    "gorgias",
    "zoho-desk"
  ],
  "conclusion": "Gorgias and Zoho Desk are closely matched for core workflows. Both support email ticketing, shared inbox, live chat, phone support, and whatsapp support. Gorgias has confirmed API access, gdpr compliance, and customer portal. Zoho Desk has confirmed free plan.",
  "decisionPoints": [
    {
      "path": "pricing.freeTier",
      "importance": 9,
      "kind": "evidence-gap",
      "text": "Zoho Desk has confirmed free plan; free plan is not yet confirmed for Gorgias."
    },
    {
      "path": "technical.api",
      "importance": 8,
      "kind": "evidence-gap",
      "text": "Gorgias has confirmed API access; API access is not yet confirmed for Zoho Desk."
    },
    {
      "path": "vertical.gdprCompliance",
      "importance": 8,
      "kind": "evidence-gap",
      "text": "Gorgias has confirmed gdpr compliance; gdpr compliance is not yet confirmed for Zoho Desk."
    },
    {
      "path": "vertical.customerPortal",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "Gorgias has confirmed customer portal; customer portal is not yet confirmed for Zoho Desk."
    }
  ],
  "sharedStrengths": [
    {
      "path": "vertical.emailTicketing",
      "label": "Email ticketing",
      "importance": 7
    },
    {
      "path": "vertical.sharedInbox",
      "label": "Shared inbox",
      "importance": 7
    },
    {
      "path": "vertical.liveChat",
      "label": "Live chat",
      "importance": 7
    },
    {
      "path": "vertical.phoneSupport",
      "label": "Phone support",
      "importance": 7
    },
    {
      "path": "vertical.whatsappSupport",
      "label": "WhatsApp support",
      "importance": 7
    }
  ],
  "coverage": {
    "a": 64,
    "b": 64,
    "gap": 0
  },
  "facts": [
    {
      "path": "vertical.emailTicketing",
      "label": "Email ticketing",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "Email, chat, SMS, WhatsApp, Instagram, and Facebook in one view",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Email Support your customers across multiple email channels.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.sharedInbox",
      "label": "Shared inbox",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "One unified inbox across every channel",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e10599f0b96d7728"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e10599f0b96d7728",
            "excerpt": "All your support conversations, one tidy inbox Bring customer conversations from every channel, organized in one contextual workspace.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.liveChat",
      "label": "Live chat",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "Email, chat, SMS, WhatsApp, Instagram, and Facebook in one view",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Business Messaging Embed a live chat widget on your website or app to engage in real-time conversations with logged-in customers and seamlessly convert chats into support tickets.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.phoneSupport",
      "label": "Phone support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-6b02c31fb3fcf2d1"
        ],
        "evidence": [
          {
            "sourceId": "ingest-6b02c31fb3fcf2d1",
            "excerpt": "Support by phone, from your Helpdesk",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Telephony Integrate with leading telephony providers and set up a toll-free number to provide inbound and outbound phone support to your customers.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.whatsappSupport",
      "label": "WhatsApp support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "Email, chat, SMS, WhatsApp, Instagram, and Facebook in one view",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Instant messaging Communicate with customers on WhatsApp, Instagram, Facebook Messenger, Telegram, WeChat, and Line from Zoho Desk's Instant Messaging module.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.socialMediaSupport",
      "label": "Social media support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "Email, chat, SMS, WhatsApp, Instagram, and Facebook in one view",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Social media Respond to brand mentions and support tickets received from Instagram, Facebook, and X using Zoho Desk's social media module.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.knowledgeBase",
      "label": "Knowledge base",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-462d274c1c8d721d"
        ],
        "evidence": [
          {
            "sourceId": "ingest-462d274c1c8d721d",
            "excerpt": "Unlimited Help Centers",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Knowledge base Create a repository of help articles, guides, and FAQs so customers can find assistance anytime.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.customerPortal",
      "label": "Customer portal",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-462d274c1c8d721d"
        ],
        "evidence": [
          {
            "sourceId": "ingest-462d274c1c8d721d",
            "excerpt": "Unlimited Help Centers",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.slas",
      "label": "SLAs",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-462d274c1c8d721d"
        ],
        "evidence": [
          {
            "sourceId": "ingest-462d274c1c8d721d",
            "excerpt": "SLA",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e10599f0b96d7728"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e10599f0b96d7728",
            "excerpt": "Commit Set service level agreements with automated escalations and deadline tracking.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.ticketRouting",
      "label": "Ticket routing",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "Route, assign, and manage tickets across your team",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Skill-based assignment Automatically route tickets to agents based on their proficiency and availability.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.automation",
      "label": "Automation",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "Automate 60% of support",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e10599f0b96d7728"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e10599f0b96d7728",
            "excerpt": "Orchestrate Auto-trigger actions based on events and guide teams through step-by-step resolution processes.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.macros",
      "label": "Macros",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "gorgias": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.aiReplies",
      "label": "AI replies",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "AI Agent trained on your brand",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.aiTicketSummaries",
      "label": "AI ticket summaries",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-6b02c31fb3fcf2d1"
        ],
        "evidence": [
          {
            "sourceId": "ingest-6b02c31fb3fcf2d1",
            "excerpt": "AI-Summaries | Get instant call and voicemail transcripts and summaries",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Generative AI (BYOK) Connect your OpenAI (Availability: US, EU, AU, IN, JP, CA, UAE DCs ) or DeepSeek (Availability: CN DC) API key to enable GenAI capabilities such as customer sentiment analysis, contextual ticket summarization, and smart reply suggestions.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.collisionDetection",
      "label": "Collision detection",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "gorgias": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.csat",
      "label": "CSAT",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-a272f15692fe725a"
        ],
        "evidence": [
          {
            "sourceId": "ingest-a272f15692fe725a",
            "excerpt": "drive your CSAT scores up",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Customer happiness ratings Automate the process of asking customers to rate the service upon ticket closure or after each response.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.customFields",
      "label": "Custom fields",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "gorgias": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Custom lookup fields Establish a one-to-many relationship between data fields across different modules.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.multipleBrands",
      "label": "Multiple brands",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "gorgias": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Multi-brand help center Create self-service portals for multiple brands within the same Zoho Desk account.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.multipleInboxes",
      "label": "Multiple inboxes",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "gorgias": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.multilingualSupport",
      "label": "Multilingual support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "gorgias": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Multilingual help center Publish Knowledge Base articles in over 40 languages.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.shopifyIntegration",
      "label": "Shopify integration",
      "group": "Integrations",
      "importance": 7,
      "includeInCoverage": true,
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "Native Shopify integration",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.crmIntegrations",
      "label": "CRM integrations",
      "group": "Integrations",
      "importance": 7,
      "includeInCoverage": true,
      "gorgias": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e10599f0b96d7728"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e10599f0b96d7728",
            "excerpt": "Deeply integrated Integrates with 360+ apps, including the Zoho ecosystem and your existing stack.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "technical.api",
      "label": "API",
      "group": "Technical",
      "importance": 8,
      "includeInCoverage": true,
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-462d274c1c8d721d"
        ],
        "evidence": [
          {
            "sourceId": "ingest-462d274c1c8d721d",
            "excerpt": "API rate limit 2 req/s",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "technical.webhooks",
      "label": "Webhooks",
      "group": "Technical",
      "importance": 7,
      "includeInCoverage": true,
      "gorgias": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Webhooks Send automated messages or information to third-party apps every time an event occurs in Zoho Desk.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.mobileApps",
      "label": "Mobile apps",
      "group": "Platforms",
      "importance": 7,
      "includeInCoverage": true,
      "gorgias": {
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}