{
  "schemaVersion": 1,
  "id": "help-scout-vs-zoho-desk",
  "products": [
    "help-scout",
    "zoho-desk"
  ],
  "conclusion": "Help Scout and Zoho Desk are closely matched for core workflows. Both support free plan, email ticketing, shared inbox, live chat, and phone support. Help Scout has confirmed API access, gdpr compliance, customer portal, and macros.",
  "decisionPoints": [
    {
      "path": "technical.api",
      "importance": 8,
      "kind": "evidence-gap",
      "text": "Help Scout has confirmed API access; API access is not yet confirmed for Zoho Desk."
    },
    {
      "path": "vertical.gdprCompliance",
      "importance": 8,
      "kind": "evidence-gap",
      "text": "Help Scout has confirmed gdpr compliance; gdpr compliance is not yet confirmed for Zoho Desk."
    },
    {
      "path": "vertical.customerPortal",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "Help Scout has confirmed customer portal; customer portal is not yet confirmed for Zoho Desk."
    },
    {
      "path": "vertical.macros",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "Help Scout has confirmed macros; macros is not yet confirmed for Zoho Desk."
    }
  ],
  "sharedStrengths": [
    {
      "path": "pricing.freeTier",
      "label": "Free plan",
      "importance": 9
    },
    {
      "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
    }
  ],
  "coverage": {
    "a": 93,
    "b": 64,
    "gap": 29
  },
  "facts": [
    {
      "path": "vertical.emailTicketing",
      "label": "Email ticketing",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Email Manage customer emails as a team.",
            "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,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Shared Inbox Inboxes Collaborate on customer conversations in a shared workspace.",
            "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,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Live chat Offer live chat anywhere on your website or in-app.",
            "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,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Phone/voice Make and receive phone calls, logged in Help Scout. Via integration",
            "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,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "WhatsApp Handle customer conversations through WhatsApp.",
            "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,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Messenger Handle customer conversations through Facebook Messenger. Instagram Handle customer conversations through Instagram.",
            "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,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Knowledge base Docs sites Build a searchable and branded help center or knowledge base.",
            "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,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Secure customer portal",
            "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,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Service Level Agreements (SLAs) Set and track response targets across conversations to keep work on schedule.",
            "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,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Routing Automatically assign conversations evenly across your team to balance the workload.",
            "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,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Automation Workflows Organize, assign, or reply to conversations automatically.",
            "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,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Saved replies Create a library of FAQ responses you can search and insert in 2 clicks.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.aiReplies",
      "label": "AI replies",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-50f7897ce63f29a7"
        ],
        "evidence": [
          {
            "sourceId": "ingest-50f7897ce63f29a7",
            "excerpt": "Draft accurate replies with a click Get a head start on any reply with unlimited AI drafting, backed by your sources.",
            "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,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-50f7897ce63f29a7"
        ],
        "evidence": [
          {
            "sourceId": "ingest-50f7897ce63f29a7",
            "excerpt": "Summarize long threads Pull critical context from back-and-forth messages to keep conversations moving.",
            "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,
      "help-scout": {
        "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,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Surveys, CSAT, NPS Collect survey responses and ratings anywhere on your website or in your app.",
            "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,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Custom fields Track up to 10 custom data points on each conversation for use in reporting and workflows.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "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,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Multiple knowledge bases",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "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,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Multiple Inboxes Give every department or product its own dedicated place for support.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.multilingualSupport",
      "label": "Multilingual support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-50f7897ce63f29a7"
        ],
        "evidence": [
          {
            "sourceId": "ingest-50f7897ce63f29a7",
            "excerpt": "Does AI Answers support multiple languages? Yes, AI Answers can handle conversations in over 50 languages, including Spanish, French, and many others.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "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,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-daed35745a9a2cd3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-daed35745a9a2cd3",
            "excerpt": "Shopify",
            "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,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-daed35745a9a2cd3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-daed35745a9a2cd3",
            "excerpt": "Salesforce",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "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",
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        ],
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      },
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    },
    {
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    },
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    },
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        ],
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      },
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        ],
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    },
    {
      "path": "commercial.affiliateProgramme",
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    ],
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    ]
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}