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All Zoho apps under one subscription, with one admin console for users and permissions.
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Zoho Desk implementation: customer questions as tickets instead of loose emails
Operion is a Zoho partner and sets up Zoho Desk for SMEs where customer questions land in a shared mailbox today. We make sure every question has an owner and your team can see what is open.
What it does
What Zoho Desk does
Zoho Desk collects customer questions from mail, a web form and other channels in one place and turns them into tickets. Each ticket has an owner, a status and a history, so nobody picks up a question twice or forgets it.
That includes recording agreements on response times, automatic assignment of tickets and a knowledge base in which you share answers to common questions with customers and colleagues.
Who it is for
Who Zoho Desk suits
It suits SMEs where support runs through a shared address such as info@ or support@, and where nobody knows exactly which questions are open. Think of service providers with service questions and trading companies with questions about orders and deliveries.
For a team of one or two people with few questions, a shared mailbox is sometimes enough. If that is the case, we will say so in the intake.
Set-up
Choices in the set-up
These are the choices we make with you during the intake:
Channels
Which entry points you open: a support address, a form on your website, or both.
Categories and priorities
A short list of question types and a clear meaning of priority, so your team means the same thing.
Assignment and response targets
Who gets which type of ticket, and which agreements with customers you want to monitor.
Standard replies and knowledge base
Which answers you prepare as templates and which you publish as articles.
Reporting
Which figures your team needs, such as open tickets per team member.
Connections
Connections that matter
The most important connection is the one with Zoho CRM: whoever handles a ticket sees which agreements and deals are running for that customer. With Zoho Mail, a shared address can be the source of tickets.
If a question is about an order or a delivery, we look at whether data from your ERP or WMS can be shown with the ticket.
More about connections with your ERP, WMS and webshop is on integration.
With other apps
Works with the other Zoho apps
Zoho CRM
CRM for pipeline, quotes and customer contact.
See Zoho CRMZoho Mail
Business email, calendar and contacts on your own domain.
See Zoho MailZoho Projects
Projects with tasks, planning and time tracking.
See Zoho ProjectsLicences
Licences and pricing
The licences and current prices of Zoho Desk are on the Zoho pricing page. During the intake we decide which plan fits you.
Questions
Frequently asked questions
What is the difference between Zoho Desk and a shared mailbox?
In a shared mailbox everyone sees everything, but nobody owns anything. In Zoho Desk every question has an owner, a status and a history.
Can customers find answers themselves?
Yes, with a knowledge base in which you publish articles. We set that up when you notice the same questions coming back often.
Does Zoho Desk work with Zoho CRM?
Yes. With a ticket you see the customer data from the CRM, and with the customer you see the tickets that have been handled.
Is Zoho Desk part of Zoho One?
Yes, Zoho Desk is one of the apps in Zoho One. You can also take it on its own.
What happens after go-live?
After go-live you get four weeks of aftercare. After that, you can reach us on working days from 08:30 to 17:00 and we respond within 24 hours.
Customer questions under control with Zoho Desk?
Tell us how questions come in today and who handles them. We will tell you what a compact first set-up looks like.