eDesk vs Zoho
eDesk uniquely has 6 features · Zoho uniquely has 5 features.
| eDesk | Zoho | |
|---|---|---|
| Company | ||
| Founded | 2012 | 1996 |
| HQ | Dublin, Ireland | Chennai, India |
| AI model | OpenAI GPT models combined with eDesk's own e-commerce-specific data, classifications, and workflow controls | Zia (Proprietary AI) |
| User base | 5,000+ eCommerce sellers | 130M+ users globally |
| Platforms | Web | Web, iOS, Android, Windows, Mac, Chrome Extension |
| Languages | 6+ (English, French, German, Italian, Spanish, with AI auto-translation for any language) | 30+ languages |
| Pricing | ||
| Pricing model | Subscription | Freemium |
| Free plan | No | Yes — Zoho Desk free plan for up to 3 agents; Zoho CRM free for up to 3 users |
| Free trial | Yes | Yes — 15 days |
| Starting price | $49/mo | $7/mo — Zoho Desk Express |
| Enterprise | Tailored pricing | Custom — Zoho Enterprise plans available with dedicated support and professional services |
| Refund policy | No refunds for cancellations or downgrades; account remains active until next payment date | Refund available — prorated refunds per Zoho's refund policy |
| All plans | Essential$49/agent/moGrowth$115/agent/moProfessional$149/agent/moEnterpriseCustomAI Assist (add-on)$30/agent/moTranslate (add-on)$19/agent/moFeedback (add-on)$99/account/mo | FreeFreeExpress$7/moStandard$14/moProfessional$23/moEnterprise$40/moZoho One$37/mo |
| Positioning | ||
| Best for | E-commerce and marketplace support teams | SMBs to enterprise businesses seeking an all-in-one suite with CRM, helpdesk, and AI automation |
| Differentiator | eDesk is purpose-built for eCommerce with native integrations across 300+ marketplaces and platforms, combining a centralized smart inbox with AI Agent that automates up to 65% of support tickets and includes pre-sales revenue conversion tools. | Zoho offers a fully integrated, privacy-first software suite of 55+ apps covering CRM, helpdesk, finance, and more — all owned and operated without advertising-based revenue models. |
| Competitors | Gorgias, Zendesk, Freshdesk, ChannelReply, Dixa, Front | Salesforce Service Cloud, Freshdesk, HubSpot Service Hub, Zendesk, Intercom |
| Features | ||
| Csat Surveys | ✓ | — |
| Live Chat | ✓ | — |
| Multi Brand Workflows | ✓ | — |
| Performance Reporting | ✓ | — |
| Rule Based Automations | ✓ | — |
| Social Messaging | ✓ | — |
| AI Chatbot | ✓ | ✓ |
| API Access | ✓ | ✓ |
| CRM Integration | ✓ | ✓ |
| Custom Training | ✓ | ✓ |
| Email Automation | ✓ | ✓ |
| Human Handover | ✓ | ✓ |
| Knowledge Base | ✓ | ✓ |
| Live Chat | ✓ | ✓ |
| Multilingual | ✓ | ✓ |
| Sentiment Analysis | ✓ | ✓ |
| Sla Management | ✓ | ✓ |
| Ticket Management | ✓ | ✓ |
| White Label | — | ✓ |
| Integrations | ||
| API Access | ✓ | ✓ |
| Hubspot | — | ✓ |
| Key Integrations | Amazon, eBay, Shopify, 300+ eCommerce platforms and marketplaces, social messaging channels, Google, Trustpilot | Zoho CRM, Zoho SalesIQ, Google Workspace, Microsoft 365, Slack, Salesforce, HubSpot, Shopify, Zapier, Twilio, Jira |
| Salesforce | — | ✓ |
| Shopify | ✓ | ✓ |
| Slack | — | ✓ |
| Zapier | — | ✓ |