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.
Funzione per funzione
Calisto Desk accanto a Zendesk
- 27 In entrambi
- 7 Solo in Zendesk
| 34 funzionalità | 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.Controllato 29 ott 2026Fonte | Sì | Sì |
| Ticket Types With Their Own DefaultsCalisto: each ticket type sets its default priority, group, icon, fields and SLA targets.Controllato 29 ott 2026Fonte | Sì | Sì |
| Custom Fields on TicketsCalisto: fields per ticket type, with required ones enforced on every create, from any door.Controllato 29 ott 2026Fonte | Sì | Sì |
| Bulk Actions on TicketsCalisto: Resolve, Unassign and Delete over a selection, on a desk or a phone.Controllato 29 ott 2026Fonte | Sì | Sì |
| Internal NotesCalisto: internal notes on the ticket, also added from a notification or written with no signal.Controllato 29 ott 2026Fonte | Sì | Sì |
| Ticket Linked to an Order or BookingCalisto: a ticket names its reservation, order, member, contact, job or equipment and shows its summary.Controllato 29 ott 2026Fonte | Sì | Sì |
| Customer Context Beside the TicketCalisto: the customer’s bookings, orders, payments and related tickets beside the ticket.Controllato 29 ott 2026Fonte | Sì | Sì |
| Canned Replies With MacrosCalisto: one replies library, shared or personal, and a reply can set status, priority, assignee and tags.Controllato 29 ott 2026Fonte | Sì | Sì |
| 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.Controllato 29 ott 2026Fonte | Sì | Sì |
| Agent Collision WarningCalisto: a status or edit made over a colleague’s newer change is refused and the agent is told.Controllato 29 ott 2026Fonte | Sì | Sì |
| 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.Controllato 29 ott 2026Fonte | Sì | Sì |
| SLA At-Risk and Breach AlertsCalisto: each clock’s at-risk and breach moment is announced once, and Automations rules act on it.Controllato 29 ott 2026Fonte | Sì | Sì |
| Intake | ||
| Customer Portal to Submit and Follow RequestsCalisto: clients raise and follow their cases in the business’s own portal, with Navigator.Controllato 29 ott 2026Fonte | Sì | Sì |
| Requests Routed to Another TeamCalisto: a request sent to a team, such as Legal, opens that team’s own record instead of a ticket.Controllato 29 ott 2026Fonte | Sì | Sì |
| 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.Controllato 29 ott 2026Fonte | Sì | Sì |
| Knowledge | ||
| Knowledge Base With CategoriesCalisto: articles by category and status, with views and how helpful readers found them.Controllato 29 ott 2026Fonte | Sì | Sì |
| AI Reply Suggestions From the Knowledge BaseCalisto: suggested replies and drafts read the same knowledge base articles agents edit.Controllato 29 ott 2026Fonte | Sì | Sì |
| Satisfaction | ||
| Post-Resolution Satisfaction SurveyCalisto: one survey a set time after a ticket is resolved, never twice, as an Automations rule.Controllato 29 ott 2026Fonte | Sì | Sì |
| Automation | ||
| Rules on Ticket EventsCalisto: every Desk event is an Automations rule the business sees, changes and switches off.Controllato 29 ott 2026Fonte | Sì | Sì |
| Reporting | ||
| Service Reports and DashboardsCalisto: one Reports workspace: the overview, sortable tables, Threads and Dial’s call lenses.Controllato 29 ott 2026Fonte | Sì | Sì |
| Satisfaction ReportsCalisto: the Satisfaction lens and the ratings feed, each rating with its reason.Controllato 29 ott 2026Fonte | Sì | Sì |
| Mobile | ||
| Mobile AppCalisto: Desk installs in the Calisto app with Home, Tickets, Threads and Dial tabs, shortcuts and widgets.Controllato 29 ott 2026Fonte | Sì | Sì |
| Channels | ||
| Team Inbox for Chat, WhatsApp and EmailCalisto: every business line, booking-site thread and shared mailbox in one view, with Threads.Controllato 29 ott 2026Fonte | Sì | Sì |
| Contact-Center Calling With Queues and IVRCalisto: the agent console, queues, ring groups and call flows, with Dial.Controllato 29 ott 2026Fonte | Sì | Sì |
| Callback QueueCalisto: callers waiting, booked, overdue and returned, with Dial.Controllato 29 ott 2026Fonte | Sì | Sì |
| Call RecordingsCalisto: recordings and their transcripts, with Dial.Controllato 29 ott 2026Fonte | Sì | Sì |
| Access | ||
| Data Access Rules per Team MemberCalisto: Data Rules decide what each member sees, checked before every read.Controllato 29 ott 2026Fonte | Sì | Sì |
| Gaps | ||
| Articles for the Team OnlyAn article kept for agents and hidden from customers, beside the public ones.Controllato 29 ott 2026Fonte | No | Sì |
| Side ConversationsAn agent opens a separate email, Slack or child-ticket thread with a third party from inside a ticket, kept apart from the customer conversation.Controllato 29 ott 2026Fonte | No | Sì |
| Ticket MergingTwo or more tickets about the same issue are combined into one ticket.Controllato 29 ott 2026Fonte | No | Sì |
| Skills-Based Ticket RoutingTickets are matched to agents automatically by the skills each agent holds, such as language or product.Controllato 29 ott 2026Fonte | No | Sì |
| Autonomous AI AgentsAn AI agent answers customers on messaging, email or voice and resolves requests on its own, handing over to a person only when needed.Controllato 29 ott 2026Fonte | No | Sì |
| Multiple Branded Help CentersEach brand a business runs gets its own help center with its own articles.Controllato 29 ott 2026Fonte | No | Sì |
| Time Tracking on TicketsAgents log the time they spend on each ticket for reporting.Controllato 29 ott 2026Fonte | No | Sì |
Cosa si muove
Portando i tuoi dati da Zendesk
I tuoi dati vengono letti nel tuo browser e inviati al tuo account Calisto. Calisto non vede mai il tuo accesso per il vecchio sistema.
Da un file di esportazione
Esporta i tuoi dati da Zendesk e scarica il file. Viene letto nel tuo browser e mappato su Calisto.
Qualsiasi foglio di calcolo che esporti da Zendesk può essere mappato su Calisto, colonna per colonna.
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.
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Tutto ciò che Calisto fa qui
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