{
  "schemaVersion": 1,
  "id": "zoho-desk-vs-re-amaze",
  "products": [
    "zoho-desk",
    "re-amaze"
  ],
  "conclusion": "Zoho Desk and Re:amaze are closely matched for core workflows. Both support free plan, email ticketing, shared inbox, live chat, and social media support. Zoho Desk has confirmed phone support, whatsapp support, and slas. Re:amaze has confirmed API access.",
  "decisionPoints": [
    {
      "path": "technical.api",
      "importance": 8,
      "kind": "evidence-gap",
      "text": "Re:amaze has confirmed API access; API access is not yet confirmed for Zoho Desk."
    },
    {
      "path": "vertical.phoneSupport",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "Zoho Desk has confirmed phone support; phone support is not yet confirmed for Re:amaze."
    },
    {
      "path": "vertical.whatsappSupport",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "Zoho Desk has confirmed whatsapp support; whatsapp support is not yet confirmed for Re:amaze."
    },
    {
      "path": "vertical.slas",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "Zoho Desk has confirmed slas; slas is not yet confirmed for Re:amaze."
    }
  ],
  "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.socialMediaSupport",
      "label": "Social media support",
      "importance": 7
    }
  ],
  "coverage": {
    "a": 64,
    "b": 54,
    "gap": 10
  },
  "facts": [
    {
      "path": "vertical.emailTicketing",
      "label": "Email ticketing",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "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"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3cb065e8afa9c2eb"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3cb065e8afa9c2eb",
            "excerpt": "manage customer conversations from multiple channels such as email, Facebook, Messenger, Instagram, Twitter, and even SMS/MMS text messages",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.sharedInbox",
      "label": "Shared inbox",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "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"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3cb065e8afa9c2eb"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3cb065e8afa9c2eb",
            "excerpt": "A shared inbox for your entire team to manage customer conversations from multiple channels",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.liveChat",
      "label": "Live chat",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "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"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-78fa458659835368"
        ],
        "evidence": [
          {
            "sourceId": "ingest-78fa458659835368",
            "excerpt": "Chat Live chat with automated messaging, chatbots, and video calls for your website or web app.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.phoneSupport",
      "label": "Phone support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "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"
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.whatsappSupport",
      "label": "WhatsApp support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "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"
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.socialMediaSupport",
      "label": "Social media support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "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"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3cb065e8afa9c2eb"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3cb065e8afa9c2eb",
            "excerpt": "manage customer conversations from multiple channels such as email, Facebook, Messenger, Instagram, Twitter, and even SMS/MMS text messages",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.knowledgeBase",
      "label": "Knowledge base",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "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"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-78fa458659835368"
        ],
        "evidence": [
          {
            "sourceId": "ingest-78fa458659835368",
            "excerpt": "FAQ Customizable and embeddable FAQ center to help customers help themselves.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.customerPortal",
      "label": "Customer portal",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.slas",
      "label": "SLAs",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "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"
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.ticketRouting",
      "label": "Ticket routing",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "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"
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.automation",
      "label": "Automation",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "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"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-78fa458659835368"
        ],
        "evidence": [
          {
            "sourceId": "ingest-78fa458659835368",
            "excerpt": "Automate common tasks using a combination of workflow macros and AI",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.macros",
      "label": "Macros",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.aiReplies",
      "label": "AI replies",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e7ed82d3ba9bee00"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e7ed82d3ba9bee00",
            "excerpt": "Respond with AI Respond to customers professionally with AI suggested responses.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.aiTicketSummaries",
      "label": "AI ticket summaries",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "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"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e7ed82d3ba9bee00"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e7ed82d3ba9bee00",
            "excerpt": "Summarize with AI Save time and increase team productivity with professional conversation summaries",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.collisionDetection",
      "label": "Collision detection",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3cb065e8afa9c2eb"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3cb065e8afa9c2eb",
            "excerpt": "Collision detection helps prevent embarrassing moments.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.csat",
      "label": "CSAT",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "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"
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.customFields",
      "label": "Custom fields",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "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"
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.multipleBrands",
      "label": "Multiple brands",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "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"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-78fa458659835368"
        ],
        "evidence": [
          {
            "sourceId": "ingest-78fa458659835368",
            "excerpt": "Multibrand Manage multiple support sites for multiple brands in one Re:amaze account.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.multipleInboxes",
      "label": "Multiple inboxes",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.multilingualSupport",
      "label": "Multilingual support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "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"
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.shopifyIntegration",
      "label": "Shopify integration",
      "group": "Integrations",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-78fa458659835368"
        ],
        "evidence": [
          {
            "sourceId": "ingest-78fa458659835368",
            "excerpt": "Re:amaze for Shopify",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.crmIntegrations",
      "label": "CRM integrations",
      "group": "Integrations",
      "importance": 7,
      "includeInCoverage": true,
      "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"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-f59db8d0c2e50e8c"
        ],
        "evidence": [
          {
            "sourceId": "ingest-f59db8d0c2e50e8c",
            "excerpt": "CATEGORIES All categories All categories Chatbots Chatbots Communications Communications CRM CRM E-Commerce E-Commerce Email Marketing Email Marketing Payments Payments Social Media Social Media Other Other",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "technical.api",
      "label": "API",
      "group": "Technical",
      "importance": 8,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-78fa458659835368"
        ],
        "evidence": [
          {
            "sourceId": "ingest-78fa458659835368",
            "excerpt": "Developer Home Embed SDK Mobile SDK Custom Module SDK JSON API Reference",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "technical.webhooks",
      "label": "Webhooks",
      "group": "Technical",
      "importance": 7,
      "includeInCoverage": true,
      "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"
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.mobileApps",
      "label": "Mobile apps",
      "group": "Platforms",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-78fa458659835368"
        ],
        "evidence": [
          {
            "sourceId": "ingest-78fa458659835368",
            "excerpt": "Re:amaze Mobile helps you keep customers close while on the go. Available on iOS and Android",
            "supports": "positive"
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