Zoho Desk vs HelpDesk vs HESK

Zoho Desk is an AI-powered, omnichannel help desk platform ideal for businesses seeking intelligent, context-aware support. Zia, its AI assistant, powers sentiment analysis, auto-tagging, anomaly detection, and generative response suggestions. The system manages support across channels—email, live chat, phone, social media, web forms, and messaging platforms—and offers self-service via knowledge bases and community forums.

Workflow automation, customizable SLAs, and drag-and-drop blueprint flows enhance operational efficiency. Agents have access to dashboards, real-time insights, time tracking, and mobile apps for managing support on the go. With integrations across the Zoho suite and over 200 external apps, strong customization, and compliance with GDPR, HIPAA, and CCPA, Zoho Desk delivers value with security and flexibility.

HESK is a lightweight, web-based help desk designed with simplicity and functionality in mind. Its core features include customizable ticket submission forms, automated email notifications, and a built-in knowledge base to reduce repetitive queries. Administrators can route and prioritize tickets, attach files, and assign tasks to staff with ease.

Advanced capabilities such as canned responses, ticket locking, audit trails, and multilingual support make it suitable for small to mid-size teams. HESK also enables role-based access, detailed reporting, backup and restoration of data, and integration with authentication systems like LDAP/Active Directory.