Zoho Product · Australia
Zoho Desk consulting & implementation
Customer support that connects to your CRM and knowledge base
Overview
Zoho Desk manages tickets, SLAs, and customer communication across email, chat, phone, and social channels. We configure it so support agents see full customer context, not just the latest ticket.
Key capabilities
- Multi-channel ticketing (email, chat, phone, social, web form)
- SLA management with escalation rules and business hours
- Knowledge base and community forums
- AI-assisted reply suggestions and sentiment analysis
- Customer happiness ratings and CSAT tracking
- Integration with Zoho CRM for unified customer profiles
- Automation with workflows, macros, and assignment rules
- Self-service portal with custom branding
What we do with Zoho Desk
- →Design ticket workflows matching your support tiers and escalation paths
- →Build knowledge bases from existing documentation and FAQs
- →Integrate Desk with CRM so agents see deal history and account details
- →Set up SLAs aligned to your service commitments
- →Configure automations for ticket routing, tagging, and follow-ups
- →Create dashboards for response times, resolution rates, and agent workload
Technical notes
For developers and technical evaluators
→ REST API for tickets, contacts, departments, and knowledge base
→ Webhook events for ticket lifecycle changes
→ Embedded SDK for in-app support widgets
→ Custom functions via Deluge for complex routing logic
→ Integration with Zoho PhoneBridge for call logging
→ SSO and portal customisation via API
Ideal for
- •Businesses with growing support ticket volumes
- •Teams needing SLA tracking and reporting
- •Companies wanting CRM-linked support context
- •Organisations building self-service knowledge bases
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Get started
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