What we configure
Inside Zoho Desk, we set up
Channels
Email, WhatsApp, web forms, social and telephony feeding one queue per department.
Assignment & SLAs
Round-robin or load-based assignment, SLA timers per contract tier and escalation rules.
Knowledge base
Help centre articles in English and Arabic, suggested to agents and customers.
CRM context
Account, contract and order data from Zoho CRM and Books shown on every ticket.
Straight answer
Is Zoho Desk the right fit?
Zoho Desk’s standard features cover most support teams. AI triage beyond Zia, or routing based on data in other systems, is where we add custom work.
FAQ
Zoho Desk questions
Can Zoho Desk handle WhatsApp tickets?
Yes. WhatsApp conversations can create and update tickets, with replies sent from Desk.
Can customers see their tickets?
Yes. Zoho Desk includes a branded help centre where customers log in to see and update their tickets.
Do we need Zoho CRM to use Desk?
No, but linking them gives agents the customer’s full history, which is where most of the value is.
Same platform
Other Zoho apps we implement
Next step
Planning a Zoho Desk project?
Tell us what you run today and where it breaks. You get a fixed-scope quote afterwards. We don’t publish rates, because the honest price depends on scope.
Enquire
Talk to us about Zoho Desk implementation for support teams.
We have started the message for you. Add what you run today and we will reply within one business day.