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 bredvid Zendesk
- 34 I båda
| 34 funktioner | 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.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| Ticket Types With Their Own DefaultsCalisto: each ticket type sets its default priority, group, icon, fields and SLA targets.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| Custom Fields on TicketsCalisto: fields per ticket type, with required ones enforced on every create, from any door.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| Bulk Actions on TicketsCalisto: Resolve, Unassign and Delete over a selection, on a desk or a phone.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| Internal NotesCalisto: internal notes on the ticket, also added from a notification or written with no signal.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| Ticket Linked to an Order or BookingCalisto: a ticket names its reservation, order, member, contact, job or equipment and shows its summary.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| Customer Context Beside the TicketCalisto: the customer’s bookings, orders, payments and related tickets beside the ticket.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| Canned Replies With MacrosCalisto: one replies library, shared or personal, and a reply can set status, priority, assignee and tags.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| 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.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| Agent Collision WarningCalisto: a status or edit made over a colleague’s newer change is refused and the agent is told.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| 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.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| 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.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| 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.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| 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.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| SLA At-Risk and Breach AlertsCalisto: each clock’s at-risk and breach moment is announced once, and Automations rules act on it.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| Intake | ||
| Customer Portal to Submit and Follow RequestsCalisto: clients raise and follow their cases in the business’s own portal, with Navigator.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| Requests Routed to Another TeamCalisto: a request sent to a team, such as Legal, opens that team’s own record instead of a ticket.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| 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.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| Knowledge | ||
| Knowledge Base With CategoriesCalisto: articles by category and status, with views and how helpful readers found them.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| Suggested Replies From the Knowledge BaseCalisto: suggested replies and drafts read the same knowledge base articles agents edit.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| 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.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| 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.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| Satisfaction | ||
| Post-Resolution Satisfaction SurveyCalisto: one survey a set time after a ticket is resolved, never twice, as an Automations rule.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| Automation | ||
| Rules on Ticket EventsCalisto: every Desk event is an Automations rule the business sees, changes and switches off.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| 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.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| 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).Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| Reporting | ||
| Service Reports and DashboardsCalisto: one Reports workspace: the overview, sortable tables, Threads and Dial’s call lenses.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| Satisfaction ReportsCalisto: the Satisfaction lens and the ratings feed, each rating with its reason.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| Mobile | ||
| Mobile AppCalisto: Desk installs in the Calisto app with Home, Tickets, Threads and Dial tabs, shortcuts and widgets.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| Channels | ||
| Team Inbox for Chat, WhatsApp and EmailCalisto: every business line, booking-site thread and shared mailbox in one view, with Threads.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| Contact-Center Calling With Queues and IVRCalisto: the agent console, queues, ring groups and call flows, with Dial.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| Callback QueueCalisto: callers waiting, booked, overdue and returned, with Dial.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| Call RecordingsCalisto: recordings and their transcripts, with Dial.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
| Access | ||
| Data Access Rules per Team MemberCalisto: Data Rules decide what each member sees, checked before every read.Kontrollerat 29 okt. 2026Källa | Ja | Ja |
Vad som rör sig
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Alla kalkylblad du exporterar från Zendesk kan mappas över i Calisto, kolumn för kolumn.
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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