SWITCH FROM ZOHO DESK
Zoho Desk 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 Zoho Desk
- 28 In both
- 6 Only in Zoho Desk
| 34 features | Calisto Desk | Zoho Desk |
|---|---|---|
| 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 | ||
| Field Service or Work Orders From a TicketCalisto: Send to Maintenance or Create Work Order from the ticket, and many tickets on one work order, with Dispatch.Checked Oct 29, 2026Source | Yes | Yes |
| 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 |
| Offline Access on MobileCalisto: Home, the queues, requests and knowledge open with no signal; a new ticket, request or note is sent once back.Checked Oct 29, 2026Source | Yes | Yes |
| Channels | ||
| 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 |
| Ticket MergingDuplicate tickets from the same customer are combined into one master ticket.Checked Oct 29, 2026Source | No | Yes |
| Time Tracking on TicketsAgents log time spent on each ticket and the entries can be used for billing.Checked Oct 29, 2026Source | No | Yes |
| Separate Branded Portals per DepartmentEach department or brand gets its own self-service portal.Checked Oct 29, 2026Source | No | Yes |
| Skills-Based Ticket AssignmentTickets are spread across agents automatically by load, in sequence or by matching skills.Checked Oct 29, 2026Source | No | Yes |
| AI Digital AgentsAI agents pick up tickets, draft replies from the knowledge base and add resolutions without a person starting them.Checked Oct 29, 2026Source | No | Yes |
What moves
Bringing your data from Zoho Desk
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 Zoho Desk and drop the file in. It is read in your browser and mapped onto Calisto.
Any spreadsheet you export from Zoho Desk can be mapped onto Calisto, column by column.
Moving from Zoho Desk
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.