Zoho Desk is a cloud customer support help desk sold per user in Express, Standard, Professional and Enterprise plans. Pages here cover replacing it with self-hosted Zammad or FreeScout.
Comparing Zoho Desk with self-hosted Zammad for customer support: channels, SLAs, knowledge base, reporting and AI features, what changes when the help desk leaves the wider Zoho suite, and per-user plans against no license fee with optional Zammad support.
For small teams using Zoho Desk as a shared inbox: FreeScout's unlimited agents and mailboxes, paid lifetime modules for features such as knowledge base, SLA-style workflows and SSO, and where Zoho Desk's multi-department and automation features have no FreeScout equivalent.
Zammad has no built-in Zoho Desk migrator, so this page covers the route that remains: a Zoho Desk backup of CSV files, fetching attachments through the Desk API, importing through the Zammad API or Zammad's custom development, and mapping departments, teams and SLAs.
Cost of ownership by component: Zoho Desk per-user plans and add-ons against Zammad with no license fee, optional self-hosted support subscriptions, servers with PostgreSQL and Elasticsearch, migration and the people who keep it running.
What Zoho Desk's data backup contains, a ZIP of CSV files with tickets, threads, contacts and knowledge base articles, what it leaves out such as forum topics and the attachment files themselves, the 30-day backup interval and 7-day link expiry, and how to plan the export before renewal.
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