• Zoho Desk

    Zoho Desk

    Streamline your customer services through Desk.

    Automate your support processes, increase employee efficiency and create long lasting customer experiences all in 1 piece of software.

What Is
​Zoho Desk?

Zoho Desk is a robust software solution designed to enhance your company's customer support capabilities. As experienced Zoho consultants, we understand the importance of efficient customer service management. With this tool, your business can streamline customer service requests and assign them to the appropriate employee swiftly and effortlessly. The automated ticket assignment process significantly saves your team time and effort, eliminating the need for manual sorting of customer service requests. Moreover, Zoho Desk offers a multitude of features, making it a comprehensive solution for your customer service needs. It enables the creation of customised support portals, allowing customers to submit tickets, access knowledge bases and FAQs, and monitor the progress of their requests. With our expertise as Zoho Desk consultants, your team can seamlessly manage and resolve customer issues, leading to increased customer satisfaction and loyalty.

Try Zoho Desk Today. 
+ 1 Hour of Free Support.

Give Zoho Desk a go yourself. As a bonus, we will throw in one hour of free consultation support to get you up and running if you need any assistance.

Step 1: Register and Try Our Apps

Simply press the button below and register for immediate access to all Zoho Desk has on offer.

Step 2: Book Your Discovery Call

During our call, we will immediately resolve any query or issue you may have. This can include any coding requirements.

Register Today

What Can
Zoho Desk Do?

Zoho Desk stands as a versatile application, offering an array of functionalities to assist businesses in optimising their customer service operations. As dedicated Zoho partners, we understand the importance of its primary features, such as the automatic assignment of tickets to employees, facilitating a quick and efficient resolution of user problems. Moreover, Desk empowers users by providing step-by-step guides, enabling them to independently resolve issues without requiring assistance.

In addition to these features, Desk enhances the efficiency of the customer service process by consolidating all messages received from various channels—social media, email, or texts—into a centralised space. This ensures that your team can address problems and messages from customers seamlessly, regardless of the platform through which they were received. With its holistic approach to customer service management, Zoho Desk proves to be an indispensable tool for businesses aiming to deliver exceptional support to their clients while optimising their overall operational efficiency.

How Does Zoho Desk
Assist Your Business?

Zoho Desk is an indispensable tool for businesses seeking to improve their customer service experience. Beyond facilitating communication between your team and customers, it offers a wealth of other resources to help streamline operations. One such resource is the ability to set up a self-help center, which can be a valuable tool for users who have questions about your services or products. By creating a repository of frequently asked questions and their corresponding answers, your customers can easily find solutions to common issues without needing to contact your team. Zoho Desk also provides comprehensive reporting and analytics, allowing you to track key performance metrics such as response times, ticket volume, and customer satisfaction ratings. This data can be used to identify areas where your team can improve and to develop strategies to enhance the overall customer experience. With these insights, you can proactively address customer concerns and improve your service offerings to better meet their needs.

Can Zoho Desk
Automate Business?

Typically, support centers spend valuable time and resources addressing common issues that could have been easily resolved through automation. Fortunately, Zoho Desk offers a solution to this problem through its automation feature. With the help of Zia, the built-in AI in Zoho Desk, requests can be automatically tagged based on their priority and complexity, allowing your team to focus their time and effort on the most critical issues. By implementing automation, common problems can be addressed quickly, freeing up more time for your team to work on more complex issues that require their expertise. This ensures that your customers receive prompt and efficient service, while your team's productivity is maximised.

How Secure Is
Zoho Desk?

Zoho Desk is designed with security as a top priority, ensuring that your business and customers' confidential data is protected at all times. The application adheres to strict security laws and regulations to keep your data safe from cyber threats and malicious attacks. Additionally, Zoho Desk offers a range of customisable user roles that allow you to grant specific permissions and access levels to each employee, based on their job function and level of responsibility. These roles can include 'Administrator', 'Agent', and 'Developer', among others.

To further ensure compliance with data protection laws like GDPR, Zoho Desk provides transparency on how personal data is processed, stored, and used. Users are made aware of their rights and given options to manage their data, including the ability to update, delete, and export their personal information. With Zoho Desk's robust security measures and compliance features, you can rest assured that your business and customers' data is always safe and secure.

Can Zoho Desk
Be Personalised?

Customising your help desk can be an essential step in establishing your business's brand identity, and Zoho Desk provides you with the flexibility to achieve this. With customisable features like your business colors and logo, your help desk can seamlessly blend in with your existing branding. Furthermore, the layout of your help desk can be tailored to meet your specific needs, ensuring an efficient and intuitive experience for both your team and customers. If you don't have the time or resources to design a customised help desk from scratch, Zoho Desk offers pre-made templates that you can easily modify to fit your branding.

Zoho Desk

User Solutions

Omnichannel Communication

Omnichannel systems consolidate all notifications and chats into one central location. This means that social media profiles, for instance, can be integrated and directed to a single space where employees can address all customer inquiries.

Help Center

Help centers and FAQs are rich sources of information containing a vast array of articles that cater to frequently asked questions. By directing users to consult this section before reaching out to support, it can help to reduce the workload of your support team.

Multiple Departments

When a ticket is submitted, Zoho Desk's auto-assignment feature can sort it based on which department it falls under. This helps ensure that the ticket is assigned to the appropriate team member and gets resolved as quickly as possible.


Email alerts are sent to your employees every time a ticket comes in through email, allowing them to quickly address the customer's problem and resolve the issue keeping them in the loop about every customer issue that may come through the support system.


Zoho Desk enables employees to resolve tickets through phone calls to provide a more personalised and contextual support experience, especially for critical issues and cater to users who prefer to have an audible conversation with a technician.

Social Media

Zoho Desk's integration with social media allows for real-time tracking of customer interactions, requests, and engagement, and enables the collection of valuable feedback from customers on ways to improve your service through direct messages.


LiveChat features can automatically convert customer queries into help tickets for easy handling by employees, all in one place. These widgets are an essential feature for any website especially for a smoother support experience to help improve customer satisfaction.

User Solutions

Embedded Self-Service

By using ASAP, a unique Zoho embed, your team can create a customised and tailored help desks to answer user's most commonly asked questions about your services or products using questions from their support systems or knowledge bases.


Creating a forum enables regular users to interact and assist each other with problems, reducing the need for your team's involvement so they can focus on other tasks. This allows users to collaborate to find the answers that they need and assist in solving problems.

Knowledge Base

A knowledge base stores common FAQs with answers. Zia can utilise it for fast and simple solutions, reducing the workload for employees. These questions can then be used to structure a help center or a self-service section of your website to assist users.


Work Modes

Work modes offer a versatile way of organising support tickets based on specific criteria that are most relevant to your team. Whether you want to sort tickets by priority, status, or any other custom field, work modes make it easy to filter and find the most pressing issues.

Response Editor

The response editor in Zoho Desk is a powerful tool that allows your team to create customised and detailed responses to FAQs. With this feature, you can ensure that your customers receive accurate and helpful answers in a timely manner to increase satisfaction.


Team feeds are a valuable tool for promoting collaboration and knowledge sharing among your customer support team. With team feeds, employees can easily communicate with each other and share insights on how to handle complex tickets. 


Zoho Desk offers a mobile app that enables you to stay updated with ticket progress, even when you're away from your computer. With this app, you can easily access ticket updates and view their status, allowing you to track their progress and take appropriate actions.

CRM Integration

By integrating Zoho CRM into Desk, your department gains the ability to easily collaborate with other departments, thus making communication within the company a lot more streamlined and lead collection even more versatile than it was before.

Ticketing Efficiency

Zoho Desk provides an easy way to simplify tasks for your team. One such task is accessing a user's past tickets to provide more personalised support. By having access to the user's previous tickets, your team can identify if the issue is related to a previous problem.



When setting up your Zoho Desk, it is important to define your essentials to ensure that your support team is aligned with your business objectives. This includes outlining your Service Level Agreements (SLAs) and ensuring that they are enforced consistently.

Ticket Assignment

When running a support operation, it's important to ensure that all tickets are properly assigned to the appropriate department or individual. Defining ticket assignment rules in Zoho Desk can help ensure that tickets are properly routed reducing the chance of errors.

Notification Rules

Defining notification rules in your Zoho Desk can greatly benefit both your team and your customers. With these rules in place, your customers can receive updates at specific points in the ticket process, such as when it has been assigned to a team member.

SLAs & Escalations

Service Level Agreements (SLAs) are an essential aspect of managing customer expectations and ensuring the timely resolution of issues. By setting up SLAs, you can define specific conditions and deadlines for ticket resolution and ensure that they are met by your team.


Workflows can be a powerful tool to help processes in your organisation. With Zoho Desk, workflows can be created to handle tasks automatically, from setting up reminders to updating tickets, all of these tasks can be made more efficient using workflows.


When designing a form for your website, it is essential to gather all the necessary information from your customers. This ensures that your team can provide the best service possible. By using layouts, you can tailor customer fields to each department that requires them.


Blueprints are a powerful tool within Zoho Desk that allows you to create a predefined set of instructions that must be followed in order to complete a process. This ensures that your team completes each task in the correct sequence, leading to improved efficiency.

Custom Functions

Zoho Desk offers a range of features to improve your customer support experience. However, there may be certain functionalities that you need and that Zoho Desk does not provide out of the box. In such cases, you can leverage custom code to create new functions.



One of the greatest advantages of Zoho Desk is its flexibility and ability to customise to meet the unique needs of your business. You can customize the layout, fields, and workflows to ensure that the platform works best for your team.


Integrating your own APIs into Zoho Desk gives you the flexibility to connect with other third-party applications that can assist in gathering and encapsulating data. With this integration, you can create more comprehensive reports to help in making decisions.

Marketplace & Platforms

If you want to enhance the functionality of your Zoho Desk, there are numerous extensions available on the Zoho Marketplace that can cater to your business needs. For example, foreign language translators to assist in communicating with your users.

Software Development Kits

Zoho Desk provides SDKs, enabling developers to extend and enhance the platform's functionality. By using the SDKs, your team can develop custom solutions, including the integration of a help center within Zoho Desk or integrating 3rd party applications.


Reports & Dashboards

Zoho Desk provides the feature to create custom reports and dashboards that are tailored to your business needs. These reports can be generated based on data such as ticket status, ticket priority, by department, and many more options.

Time Tracking

Tracking the time spent on tasks allows for better accuracy in billing clients, as well as for determining the efficiency of your team. With Desk's time tracking feature, employees can easily log the amount of time they spend on each ticket, to be used in reports.


Radar is a powerful mobile extension of Zoho Desk that provides users with real-time insights into their support operations. It enables users to view critical information about user traffic, ticket trends, and customer satisfaction ratings, all from their mobile devices.


Headquarters is an exceptional feature offered by Zoho Desk, providing a centralized dashboard for your business needs. It showcases all the important information related to your customers, team, and service desk.


Streamlining the ticketing process can be crucial for effective support management. Zoho Desk enables teams to create statuses that reflect the stages of a ticket's lifecycle. These defined statuses can help your team stay organised when dealing with tickets.


Using templates is an effective way to save time and increase efficiency in your business. With Zoho Desk, you can create templates that can be used to automate your reply process. These templates can be customised for responses and ticketing systems.

Domain Mapping

Having a strong brand identity is important for any business, and Zoho Desk recognises that. That's why it allows you to easily associate your desk with your brand by mapping your domain to the help center causing customers to be more likely to recognise your brand.


Zoho Desk allows you to easily establish your brand identity and ensure that your customers recognize the help desk as a part of your business. With its powerful branding features, you can customise the look and feel of your help desk to match your brand's unique style.


In Zoho Desk, it is important to ensure that employees only have access to the information that is required for them. To accomplish this, role-based permissions can be set up. Roles allow you to define permissions that are given to users based on their job role.

Data Sharing

Zoho Desk offers different permission levels for shared modules to ensure data security and access control. The read-only permission level allows users to view the module but not make any changes, while the private level only gives access to those with permission.


In today's digital age, protecting personal data has become increasingly crucial. Organisations must ensure they are following data protection laws and regulations, such as the General Data Protection Regulation (GDPR), to protect their customer's data.

Zoho Desk

Like What You See?
Try Zoho Desk Today. 

We are also offering one hour of free consultation support to get you up and running if you need any assistance.

Step 1: Register and Try Our Apps

Simply press the button below and register for immediate access to all Zoho Desk has on offer.

Step 2: Book Your Discovery Call

During our call, we will immediately resolve your query or issue.

Register Today

Get in Touch with us

You can contact us via one of the following options.

Email : info@digital-scientists.co.uk

Web: www.digital-scientists.co.uk

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