SWITCH FROM ZENDESK
Zendesk to Calisto Desk
Desk runs tickets, requests, claims, SLA, satisfaction surveys and the knowledge base, with Calisto Threads for the team’s conversations and Calisto Dial for its calls, each sold on its own.
Feature by feature
Calisto Desk beside Zendesk
- 34 In both
| 34 features | Calisto Desk | Zendesk |
|---|---|---|
| Tickets | ||
| Shared Ticket Queues With Saved ViewsCalisto: All Tickets, My Tickets and Unassigned, with saved views as filter presets on the queue.Checked 29 Okt 2026Source | Yes | Yes |
| Ticket Types With Their Own DefaultsCalisto: each ticket type sets its default priority, group, icon, fields and SLA targets.Checked 29 Okt 2026Source | Yes | Yes |
| Custom Fields on TicketsCalisto: fields per ticket type, with required ones enforced on every create, from any door.Checked 29 Okt 2026Source | Yes | Yes |
| Bulk Actions on TicketsCalisto: Resolve, Unassign and Delete over a selection, on a desk or a phone.Checked 29 Okt 2026Source | Yes | Yes |
| Internal NotesCalisto: internal notes on the ticket, also added from a notification or written with no signal.Checked 29 Okt 2026Source | Yes | Yes |
| Ticket Linked to an Order or BookingCalisto: a ticket names its reservation, order, member, contact, job or equipment and shows its summary.Checked 29 Okt 2026Source | Yes | Yes |
| Customer Context Beside the TicketCalisto: the customer’s bookings, orders, payments and related tickets beside the ticket.Checked 29 Okt 2026Source | Yes | Yes |
| Canned Replies With MacrosCalisto: one replies library, shared or personal, and a reply can set status, priority, assignee and tags.Checked 29 Okt 2026Source | Yes | Yes |
| Reply by Email, Text or WhatsApp From the TicketCalisto: an email reply leaves through Mail, a text or WhatsApp from the business’s own number or line.Checked 29 Okt 2026Source | Yes | Yes |
| Agent Collision WarningCalisto: a status or edit made over a colleague’s newer change is refused and the agent is told.Checked 29 Okt 2026Source | Yes | Yes |
| Side ConversationsCalisto: an email from the ticket to a supplier, an owner or another team; their answers land on the ticket as notes the customer never sees, and a child ticket takes a part of the case to another team.Checked 29 Okt 2026Source | Yes | Yes |
| Ticket MergingCalisto: duplicates are merged into the ticket that carries on, from the ticket or in bulk, with their messages and files; each merged ticket says where it went.Checked 29 Okt 2026Source | Yes | Yes |
| Time on TicketsCalisto: a timer or time logged on the ticket, in the same time records as every other app, with Handle Time by person and by ticket type in Reports.Checked 29 Okt 2026Source | Yes | Yes |
| Service Levels | ||
| SLA Targets per Priority With Business HoursCalisto: first-response and resolution targets per priority and ticket type, on the business’s own hours.Checked 29 Okt 2026Source | Yes | Yes |
| SLA At-Risk and Breach AlertsCalisto: each clock’s at-risk and breach moment is announced once, and Automations rules act on it.Checked 29 Okt 2026Source | Yes | Yes |
| Intake | ||
| Customer Portal to Submit and Follow RequestsCalisto: clients raise and follow their cases in the business’s own portal, with Navigator.Checked 29 Okt 2026Source | Yes | Yes |
| Requests Routed to Another TeamCalisto: a request sent to a team, such as Legal, opens that team’s own record instead of a ticket.Checked 29 Okt 2026Source | Yes | Yes |
| After the Ticket | ||
| Approvals Inside a TicketCalisto: a goodwill comp or an escalation waits on the business’s own approval routing; a refund is Payments’ own.Checked 29 Okt 2026Source | Yes | Yes |
| Knowledge | ||
| Knowledge Base With CategoriesCalisto: articles by category and status, with views and how helpful readers found them.Checked 29 Okt 2026Source | Yes | Yes |
| Suggested Replies From the Knowledge BaseCalisto: suggested replies and drafts read the same knowledge base articles agents edit.Checked 29 Okt 2026Source | Yes | Yes |
| Articles for the Team OnlyCalisto: an article is for customers and the team or for the team only, and any article carries Team Notes only the team sees; a team-only article is never on the help center, in the widget or in an automatic answer.Checked 29 Okt 2026Source | Yes | Yes |
| A Branded Help Center per BusinessCalisto: each business has its own help center in its own brand and on its own domain, and one person's seat works the tickets of every business they belong to.Checked 29 Okt 2026Source | Yes | Yes |
| Satisfaction | ||
| Post-Resolution Satisfaction SurveyCalisto: one survey a set time after a ticket is resolved, never twice, as an Automations rule.Checked 29 Okt 2026Source | Yes | Yes |
| Automation | ||
| Rules on Ticket EventsCalisto: every Desk event is an Automations rule the business sees, changes and switches off.Checked 29 Okt 2026Source | Yes | Yes |
| Routing by Skills, Load or TurnCalisto: each new ticket goes to someone on a team, by who has gone longest without one, who holds the fewest, or who has the skills and languages its type needs, preferring someone online and only people on the clock.Checked 29 Okt 2026Source | Yes | Yes |
| Automatic Answers to CustomersCalisto: automatic answers come from the business's published articles at its confidence level, each answer checked against them, on Threads conversations, shared mailboxes, the client portal and the website chat, and the answer is suggested on each new ticket; what cannot be answered goes to the team (calls with Dial's virtual receptionist).Checked 29 Okt 2026Source | Yes | Yes |
| Reporting | ||
| Service Reports and DashboardsCalisto: one Reports workspace: the overview, sortable tables, Threads and Dial’s call lenses.Checked 29 Okt 2026Source | Yes | Yes |
| Satisfaction ReportsCalisto: the Satisfaction lens and the ratings feed, each rating with its reason.Checked 29 Okt 2026Source | Yes | Yes |
| Mobile | ||
| Mobile AppCalisto: Desk installs in the Calisto app with Home, Tickets, Threads and Dial tabs, shortcuts and widgets.Checked 29 Okt 2026Source | Yes | Yes |
| Channels | ||
| Team Inbox for Chat, WhatsApp and EmailCalisto: every business line, booking-site thread and shared mailbox in one view, with Threads.Checked 29 Okt 2026Source | Yes | Yes |
| Contact-Center Calling With Queues and IVRCalisto: the agent console, queues, ring groups and call flows, with Dial.Checked 29 Okt 2026Source | Yes | Yes |
| Callback QueueCalisto: callers waiting, booked, overdue and returned, with Dial.Checked 29 Okt 2026Source | Yes | Yes |
| Call RecordingsCalisto: recordings and their transcripts, with Dial.Checked 29 Okt 2026Source | Yes | Yes |
| Access | ||
| Data Access Rules per Team MemberCalisto: Data Rules decide what each member sees, checked before every read.Checked 29 Okt 2026Source | Yes | Yes |
What moves
Bringing your data from Zendesk
Your data is read in your own browser and sent to your Calisto account. Calisto never sees your login for the old system.
From an export file
Export your data from Zendesk and drop the file in. It is read in your browser and mapped onto Calisto.
Any spreadsheet you export from Zendesk can be mapped onto Calisto, column by column.
Moving from Zendesk
Questions about switching
Are the team inbox and calling part of Desk?
Calisto Threads and Calisto Dial are sold on their own as well as with Desk. Each opens as a section of Desk, and every person who answers a business line or number holds a Threads or Dial seat.
Can a ticket go to maintenance?
Yes. Send to Maintenance puts it in Dispatch’s requests, several tickets can share one work order, and each ticket shows where the work stands so the customer is answered from it.
Who sees refund and claim amounts?
The owner decides through the money settings. A figure a person is not given reads Not shared with you, and they can still ask for an approval.
Learn more
Everything Calisto does here
The pages behind this comparison: the sector, the apps and the guides.