{
  "schemaVersion": 1,
  "id": "liveagent-vs-zoho-desk",
  "products": [
    "liveagent",
    "zoho-desk"
  ],
  "conclusion": "LiveAgent and Zoho Desk are closely matched for core workflows. Both support email ticketing, shared inbox, live chat, phone support, and whatsapp support. LiveAgent 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 LiveAgent."
    },
    {
      "path": "technical.api",
      "importance": 8,
      "kind": "evidence-gap",
      "text": "LiveAgent has confirmed API access; API access is not yet confirmed for Zoho Desk."
    },
    {
      "path": "vertical.gdprCompliance",
      "importance": 8,
      "kind": "evidence-gap",
      "text": "LiveAgent has confirmed gdpr compliance; gdpr compliance is not yet confirmed for Zoho Desk."
    },
    {
      "path": "vertical.customerPortal",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "LiveAgent 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": 79,
    "b": 64,
    "gap": 15
  },
  "facts": [
    {
      "path": "vertical.emailTicketing",
      "label": "Email ticketing",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "Email, live chat, phone, social media, WhatsApp, Viber, knowledge base — all unified in a single dashboard",
            "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,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "Email, live chat, phone, social media, WhatsApp, Viber, knowledge base — all unified in a single dashboard",
            "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,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "Live Chat Fastest live chat on the market",
            "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,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "Call Center Manage and route all your calls",
            "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,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "Email, live chat, phone, social media, WhatsApp, Viber, knowledge base — all unified in a single dashboard",
            "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,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "Social Media Chat with followers in LiveAgent",
            "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,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "Knowledge Base Provide self-service options",
            "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,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-06d6c24851887a4c"
        ],
        "evidence": [
          {
            "sourceId": "ingest-06d6c24851887a4c",
            "excerpt": "Customer Portal Gives you the opportunity to create an unlimited amount of separate customer portals",
            "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,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e1c1b9bae75a4140"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e1c1b9bae75a4140",
            "excerpt": "Service Level Agreement (SLA) Learn about Service Level Agreements (SLAs) and their role in defining customer expectations and pro...",
            "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,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e1c1b9bae75a4140"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e1c1b9bae75a4140",
            "excerpt": "Automated Ticket Distribution Automated ticket distribution in LiveAgent assigns help desk tickets to agents based on predefined r...",
            "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,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "Automate up to 75% of conversations with built-in AI.",
            "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,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e1c1b9bae75a4140"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e1c1b9bae75a4140",
            "excerpt": "Canned Messages (Macros) Boost efficiency with LiveAgent's canned messages!",
            "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,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "AI Answer Assistant Instant polished replies",
            "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,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-06d6c24851887a4c"
        ],
        "evidence": [
          {
            "sourceId": "ingest-06d6c24851887a4c",
            "excerpt": "AI Ticket Summary catch up",
            "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,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e1c1b9bae75a4140"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e1c1b9bae75a4140",
            "excerpt": "Agent Collision Detection Prevent multiple agents from working on the same ticket",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.csat",
      "label": "CSAT",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e1c1b9bae75a4140"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e1c1b9bae75a4140",
            "excerpt": "Ticket satisfaction survey Collect customer satisfaction ratings after ticket resolution",
            "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,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e1c1b9bae75a4140"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e1c1b9bae75a4140",
            "excerpt": "Custom ticket fields Add custom fields to tickets to capture specific information",
            "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,
      "liveagent": {
        "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,
      "liveagent": {
        "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,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "AI Chatbot Resolves customer inquiries instantly, 24/7, in 100+ languages",
            "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,
      "liveagent": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.crmIntegrations",
      "label": "CRM integrations",
      "group": "Integrations",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-d18bd37b3c9996e2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-d18bd37b3c9996e2",
            "excerpt": "Agile CRM integrates with LiveAgent to enhance customer service efficiency.",
            "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",
      "group": "Technical",
      "importance": 8,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-af6ce68c3c3fb8d0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-af6ce68c3c3fb8d0",
            "excerpt": "LiveAgent API made available via the Site",
            "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,
      "liveagent": {
        "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,
      "liveagent": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.gdprCompliance",
      "label": "GDPR compliance",
      "group": "Security and compliance",
      "importance": 8,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "GDPR",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "pricing.freeTier",
      "label": "Free plan",
      "group": "Pricing",
      "importance": 9,
      "includeInCoverage": true,
      "liveagent": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Zoho Desk Free Edition Easy email ticketing, right out of the box! Zoho Desk's free plan offers three user licenses to help you start small and grow your support team. ₹ 2,600 Free Forever",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "commercial.affiliateProgramme",
      "label": "Affiliate programme",
      "group": "Commercial",
      "importance": 3,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "Affiliate Program",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    }
  ],
  "sources": {
    "liveagent": [
      {
        "id": "ingest-06d6c24851887a4c",
        "url": "https://www.liveagent.com/pricing/",
        "title": "Pricing | LiveAgent - Help Desk Software & Live Chat",
        "publisher": "LiveAgent",
        "kind": "vendor",
        "accessedAt": "2026-09-04"
      },
      {
        "id": "ingest-b38fa500fc96aa0f",
        "url": "https://www.liveagent.com/",
        "title": "LiveAgent - Help Desk Software & Live Chat",
        "publisher": "LiveAgent",
        "kind": "vendor",
        "accessedAt": "2026-09-04"
      },
      {
        "id": "ingest-af6ce68c3c3fb8d0",
        "url": "https://www.liveagent.com/terms-and-conditions/",
        "title": "Terms & Conditions | LiveAgent - Help Desk Software & Live Chat",
        "publisher": "LiveAgent",
        "kind": "vendor",
        "accessedAt": "2026-09-04"
      },
      {
        "id": "ingest-e1c1b9bae75a4140",
        "url": "https://www.liveagent.com/features/",
        "title": "Features | LiveAgent - Help Desk Software & Live Chat",
        "publisher": "LiveAgent",
        "kind": "vendor",
        "accessedAt": "2026-09-04"
      },
      {
        "id": "ingest-d18bd37b3c9996e2",
        "url": "https://www.liveagent.com/integrations/",
        "title": "Integrations | LiveAgent - Help Desk Software & Live Chat",
        "publisher": "LiveAgent",
        "kind": "vendor",
        "accessedAt": "2026-09-04"
      }
    ],
    "zoho-desk": [
      {
        "id": "ingest-3c5d18ff1220d4f2",
        "url": "https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage",
        "title": "Zoho Desk Pricing & Editions | Flexible free trial",
        "publisher": "Zoho Desk",
        "kind": "vendor",
        "accessedAt": "2026-09-04"
      },
      {
        "id": "ingest-e10599f0b96d7728",
        "url": "https://www.zoho.com/desk/",
        "title": "AI customer service software for every business | Zoho Desk",
        "publisher": "Zoho Desk",
        "kind": "vendor",
        "accessedAt": "2026-09-04"
      }
    ]
  }
}