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
- 27 In both
- 7 Only in Zendesk
| 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 Oct 29, 2026Source | Yes | Yes |
| Ticket Types With Their Own DefaultsCalisto: each ticket type sets its default priority, group, icon, fields and SLA targets.Checked Oct 29, 2026Source | Yes | Yes |
| Custom Fields on TicketsCalisto: fields per ticket type, with required ones enforced on every create, from any door.Checked Oct 29, 2026Source | Yes | Yes |
| Bulk Actions on TicketsCalisto: Resolve, Unassign and Delete over a selection, on a desk or a phone.Checked Oct 29, 2026Source | Yes | Yes |
| Internal NotesCalisto: internal notes on the ticket, also added from a notification or written with no signal.Checked Oct 29, 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 Oct 29, 2026Source | Yes | Yes |
| Customer Context Beside the TicketCalisto: the customer’s bookings, orders, payments and related tickets beside the ticket.Checked Oct 29, 2026Source | Yes | Yes |
| Canned Replies With MacrosCalisto: one replies library, shared or personal, and a reply can set status, priority, assignee and tags.Checked Oct 29, 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 Oct 29, 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 Oct 29, 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 Oct 29, 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 Oct 29, 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 Oct 29, 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 Oct 29, 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 Oct 29, 2026Source | Yes | Yes |
| Knowledge | ||
| Knowledge Base With CategoriesCalisto: articles by category and status, with views and how helpful readers found them.Checked Oct 29, 2026Source | Yes | Yes |
| AI Reply Suggestions From the Knowledge BaseCalisto: suggested replies and drafts read the same knowledge base articles agents edit.Checked Oct 29, 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 Oct 29, 2026Source | Yes | Yes |
| Automation | ||
| Rules on Ticket EventsCalisto: every Desk event is an Automations rule the business sees, changes and switches off.Checked Oct 29, 2026Source | Yes | Yes |
| Reporting | ||
| Service Reports and DashboardsCalisto: one Reports workspace: the overview, sortable tables, Threads and Dial’s call lenses.Checked Oct 29, 2026Source | Yes | Yes |
| Satisfaction ReportsCalisto: the Satisfaction lens and the ratings feed, each rating with its reason.Checked Oct 29, 2026Source | Yes | Yes |
| Mobile | ||
| Mobile AppCalisto: Desk installs in the Calisto app with Home, Tickets, Threads and Dial tabs, shortcuts and widgets.Checked Oct 29, 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 Oct 29, 2026Source | Yes | Yes |
| Contact-Center Calling With Queues and IVRCalisto: the agent console, queues, ring groups and call flows, with Dial.Checked Oct 29, 2026Source | Yes | Yes |
| Callback QueueCalisto: callers waiting, booked, overdue and returned, with Dial.Checked Oct 29, 2026Source | Yes | Yes |
| Call RecordingsCalisto: recordings and their transcripts, with Dial.Checked Oct 29, 2026Source | Yes | Yes |
| Access | ||
| Data Access Rules per Team MemberCalisto: Data Rules decide what each member sees, checked before every read.Checked Oct 29, 2026Source | Yes | Yes |
| Gaps | ||
| Articles for the Team OnlyAn article kept for agents and hidden from customers, beside the public ones.Checked Oct 29, 2026Source | No | Yes |
| 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.Checked Oct 29, 2026Source | No | Yes |
| Ticket MergingTwo or more tickets about the same issue are combined into one ticket.Checked Oct 29, 2026Source | No | Yes |
| Skills-Based Ticket RoutingTickets are matched to agents automatically by the skills each agent holds, such as language or product.Checked Oct 29, 2026Source | No | Yes |
| 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.Checked Oct 29, 2026Source | No | Yes |
| Multiple Branded Help CentersEach brand a business runs gets its own help center with its own articles.Checked Oct 29, 2026Source | No | Yes |
| Time Tracking on TicketsAgents log the time they spend on each ticket for reporting.Checked Oct 29, 2026Source | No | 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.