Re:amaze vs Zoho Desk
Re:amaze and Zoho Desk, side by side across AI, pricing, channels, security, and seven more categories. We pull every figure from public sources and don’t pick a winner.
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Re:amaze
Unified helpdesk, live chat, and AI for ecommerce.
Best for Ecommerce merchants (Shopify, BigCommerce, WooCommerce) and SMB online businesses.
2012 · San Jose, California.
Zoho Desk
AI help desk software made human-simple.
Best for SMB and mid-market in the Zoho ecosystem. 125,000+ businesses.
Zoho Corp 1996; Zoho Desk launched 2016. · Chennai, India.
Claimed: from the vendor, not independently verified.
3rd-party: sourced elsewhere, not on the vendor's site.
Everything else: from the vendor's own pages and verifiable.
Pricing
List prices, seat rules, trials, and pricing transparency.
- Pricing model
- Re:amazePer agent/mo (Basic, Pro, Plus) plus flat Starter tier (unlimited agents, conversation cap).
- Zoho DeskPer agent/mo, tiered.
- Free plan
- Re:amazeNo
- Zoho DeskYes. Up to 3 agents (basic email ticketing).
- Free trial / guarantee
- Re:amaze14 days (all Plus features, no card).
- Zoho Desk15-day, no card.
- Price
- Re:amaze$29/agent/mo (Basic, monthly); $26.10 annual. · $49/agent/mo (Pro); $44.10 annual. · $69/agent/mo (Plus); $62.10 annual; Enterprise custom.
- Zoho DeskExpress $7/agent/mo (annual). · Standard $14; Professional $23/agent/mo (annual). · Enterprise $40/agent/mo (annual).(3rd-party)source
- Seat minimum
- Re:amazeNone. Pay per agent.
- Zoho DeskFree 3 max; Standard 5 min.
- Unlimited agents
- Re:amazeYes. Starter $59/mo flat, capped at 500 responded conversations/mo.
- Zoho DeskNo. Priced per agent.
- Implementation fee
- Re:amazeNone listed.
- Zoho DeskNot disclosed. Onboarding session included.
- Transparency
- Re:amazeHigh. Prices public.
- Zoho DeskModerate. INR shown; USD via currency switch or third-party.
- Pricing last verified
- Re:amaze2026-06-02
- Zoho Desk2026-06-02 (USD via third-party, verified 2026-04-24).
Channels
Where each tool can talk to customers.
- Re:amazeNative
- Zoho DeskNative
- Live chat
- Re:amazeNative
- Zoho DeskNative (Standard+).
- In-app messenger
- Re:amazeNative (Embed SDK; iOS/Android Mobile SDK).
- Zoho DeskNative (ASAP SDK).
- Voice
- Re:amazeVoIP listed as a channel; also via Aircall, JustCall, RingCentral.
- Zoho DeskVia integration (Zoho Voice separate; 15+ providers).
- SMS
- Re:amazeNative (Mobile SMS core channel).
- Zoho DeskVia integration (Zoho Voice or marketplace).
- Re:amazeVia integration (Twilio WhatsApp Business API).
- Zoho DeskVia integration
- Social
- Re:amazeNative. FB/Messenger, Instagram; X via custom app.
- Zoho DeskNative. Facebook, Instagram, X per brand (varies by plan).
Voice & Telephony
Native voice vs telephony integrations.
- Native vs via integration
- Re:amazeVoIP and video listed as native; also offered via Aircall, JustCall, RingCentral.
- Zoho DeskIntegration. Zoho Voice separate product; 15+ third-party providers.
- Voice AI / transcription
- Re:amazeNot disclosed.
- Zoho DeskNot disclosed. Recording supported; AI transcription not mentioned.
- Telephony billed separately
- Re:amazeNot disclosed.
- Zoho DeskYes. Zoho Voice priced separately.
AI & Automation
Autonomous resolution, agentic actions, models, and how AI is priced.
- Autonomous AI agent
- Re:amazeYes. AI Agent (Beta), 24/7, trained on KB articles.(claimed)source
- Zoho DeskYes. Zia Agents (4 roles). Support Specialist and Resolution Expert in Early Access; others Coming Soon.
- Copilot / Assist mode
- Re:amazeYes. Pre-drafts replies, summarization, sentiment, FAQ suggestions, AI article generation.(claimed)source
- Zoho DeskYes. Zia: grammar/readability, quality scoring, summarization, tone, field prediction.
- Claimed automation rate
- Re:amazeNot disclosed.
- Zoho DeskNot disclosed.
- AI channel coverage
- Re:amazeEmail, live chat, social, SMS, VoIP within unified inbox.(claimed)source
- Zoho DeskWebsite Answer Bot, email, IM, community. On Desk and website.
- Agentic actions (API) vs answer-only
- Re:amazeAgents manage Shopify orders in the UI; autonomous AI actions not documented.
- Zoho DeskBoth. Updates fields, triages/escalates, logs resolutions, runs blueprints.
- Knowledge sources
- Re:amazeKB articles (instant updates), customer profile data, conversation history.(claimed)source
- Zoho DeskKB articles, past ticket history, open-domain (ChatGPT/Zia LLM).
- Underlying model
- Re:amazeNot disclosed.
- Zoho DeskProprietary Zia LLM (Qwen 14B/30B, GLM 4.7 Flash Standard; GLM 5 Pro). BYOK OpenAI/Gemini/Claude.
- Trains on past tickets
- Re:amazeNot stated; summarization implies some contextual use.
- Zoho DeskYes. Resolution Expert analyzes history. Zoho states it does not use your data to train its models.
- Pre-deploy simulation / sandbox
- Re:amazeNot disclosed.
- Zoho DeskNot disclosed.
- Multilingual
- Re:amazeNot disclosed.
- Zoho DeskYes. 40+ languages (Zia/translation); help center 50+.
- Runs on your existing helpdesk vs native-only
- Re:amazeNative only.
- Zoho DeskNative only.
- AI pricing model
- Re:amazeResolution-based quota per plan; overage $0.85/resolution.
- Zoho DeskBase Zia in Enterprise tier. Zia Agents free, LLM tokens billed via Agent Wallet.
- AI unit price
- Re:amaze$0.85/resolution over quota (Basic 20/user, Pro 50, Plus 100).
- Zoho DeskZoho LLM Standard $1/M tokens (30M free/mo); Pro GLM5 $3/M (20M free).
- Copilot / Assist price
- Re:amazeBundled into paid plans, no separate price.
- Zoho DeskIncluded in Enterprise plan.
How Open.cx compares
Open.cx runs on top of Re:amaze or Zoho Deskas an AI layer, or works as its own helpdesk. Here's where it lands on the same questions.
- Runs on your existing helpdesk vs native-only
- Both. Add it on top of the helpdesk you already run, or use it as your own inbox. Works with Zendesk, Intercom, Front, Freshdesk, Gorgias, Salesforce, HubSpot, Dynamics 365, Twilio Flex, and Creatio.
- Autonomous AI agent
- Yes. Autopilot resolves tickets end to end on its own, across every channel.
- AI pricing model
- Per resolution, so you pay for outcomes. Escalations to a human are free.
- Claimed automation rate
- 77% average automation; up to 80% (Trunkrs)(claimed)source
Security & Compliance
Certifications, data residency, and access controls.
- SOC 2 Type II
- Re:amazeNot disclosed.
- Zoho DeskSOC 2 Type 2.
- GDPR
- Re:amazeYes. DPA by default; SCCs; GoDaddy EU notices.
- Zoho DeskYes
- HIPAA / PCI
- Re:amazeNot disclosed.
- Zoho DeskYes. HIPAA Type 2; Desk covered.
- SSO / SAML
- Re:amazeYes. SAML/SSO (Okta, OneLogin, Azure AD, Google).
- Zoho DeskYes. SAML, LDAP, ADFS; MFA.
- Data residency
- Re:amazeNot disclosed.
- Zoho DeskYes. US, EU, India, AU, JP, CA, SA, UAE datacenters.
Integrations
Marketplace breadth, APIs, and developer tooling.
- Marketplace / integrations (approx.)
- Re:amaze50+ integrations (exact count not published).(claimed)source
- Zoho DeskNot disclosed. Zoho Marketplace plus Zoho Flow (1,000+ apps).
- Shopify depth
- Re:amazeDeep. Dedicated Shopify app; view, manage, modify, create orders in helpdesk; AI order bot; 4.4/5, 175 reviews.
- Zoho DeskModerate. Free extension (2,200+ installs), auto-creates tickets, surfaces order data. One-directional.
- Open / public API
- Re:amazeYes. RESTful JSON API.
- Zoho DeskYes. REST API, OAuth 2.0; webhooks.
- Developer SDK / MCP
- Re:amazeYes. Embed SDK, Mobile SDK (iOS/Android, open-source), Custom Module SDK.
- Zoho DeskYes. Java/iOS/Android SDKs; ASAP SDK; extensions.
Automation & Workflows
Builders, triggers, routing, and SLAs.
- Workflow builder
- Re:amazeYes. Trigger-based builder with AND/OR logic.
- Zoho DeskYes. Blueprint (drag-and-drop) plus Workflow rules.
- Triggers / automations
- Re:amazeYes. Triggers by channel, content, attributes; automated messaging (Cues).
- Zoho DeskYes. Rule-based, time-based, field updates, alerts.
- Routing
- Re:amazeYes. Smart Assign round-robin; department routing.(3rd-party)source
- Zoho DeskYes. Skill-based (Enterprise), round-robin, Zia field prediction.
- Macros / canned responses
- Re:amazeYes. Macros plus Quick Answers templates.
- Zoho DeskYes. Macros; response templates.
- SLA management
- Re:amazeYes. SLA expiration triggers; reminders.
- Zoho DeskYes. SLA policies, violation tracking, Blueprint SLA dashboard.
Collaboration
How support teams work a queue together.
- Internal notes
- Re:amazeYes. Staff-only, @mentions.
- Zoho DeskYes. Comments and notes.
- Collision detection
- Re:amazeYes. Holds reply if two agents respond within a 5-min window.
- Zoho DeskYes. Simultaneous-open notification.
- Side conversations
- Re:amazeYes. Private replies/forwarding to third parties.
- Zoho DeskYes. TeamFeed and @mentions in ticket.
- Shared inbox
- Re:amazeYes. Unified shared inbox.
- Zoho DeskNative. Unified, with history across handoffs.
Self-Service & Knowledge
Knowledge base, help center, and deflection.
- Knowledge base
- Re:amazeYes. Customizable branded FAQ/help center.
- Zoho DeskYes. Full KB, SEO, HTML/CSS portal, versioning.
- Help center
- Re:amazeYes. Embeddable/self-hosted on custom domain or in chat widget.
- Zoho DeskYes. Branded portal, ASAP widget, domain mapping.
- Community forum
- Re:amazeNot offered.
- Zoho DeskYes. Peer-to-peer forum.
- AI answers from knowledge base
- Re:amazeYes. KB trains AI Agent/chatbots; AI FAQ Bot; article drafts.(claimed)source
- Zoho DeskYes. Zia KB gap detection, article suggestions, Answer Bot.
Reporting & Analytics
Dashboards, custom reports, and CSAT.
- Dashboards
- Re:amazeYes. Live dashboard (volume, response times, browsing, geo).(claimed)source
- Zoho DeskYes. 10+ built-in dashboards.
- Custom reports
- Re:amazeBuilt-in reporting; custom-build unclear.
- Zoho DeskYes. 30+ reports plus custom builder.
- Included in lowest tier
- Re:amazeBasic plan: basic reporting; advanced in Pro and up.
- Zoho DeskBasic in Free; full depth in paid (tier breakdown unclear).
- CSAT surveys
- Re:amazeYes. Automated satisfaction surveys.(claimed)source
- Zoho DeskYes. Happiness Ratings; automated follow-ups.
Onboarding & Support
Implementation, CSM tiers, and partners.
- Onboarding
- Re:amazeSelf-serve (14-day trial); partner training; enterprise white-glove.
- Zoho DeskTailored onboarding session for paid customers.
- Support channels
- Re:amazeEmail ([email protected]); in-platform live chat; KB.
- Zoho DeskClassic (free): email 24/7 plus calls 8/5. Pro/Ent add chat. Premium/Enterprise plans 24x5/24x7.
- Dedicated CSM
- Re:amazeDedicated CSM at Platinum partner tier; not standard for customer tiers.
- Zoho DeskYes. TAM in Enterprise Support plan (25% of subscription, 25-license min).
- Implementation partners
- Re:amazeYes. Silver/Gold/Platinum partner program.
- Zoho DeskYes. Global partner network.