Zoho Desk Implementation & SLA Routing Architecture
Support teams are judged on speed and consistency. We build the routing and escalation structure that delivers both without adding headcount.
Deliverables
- Omni-channel intake. Email, phone, web forms, WhatsApp and social channels consolidated into one prioritised queue with correct department routing.
- SLA and escalation triggers. Tiered response and resolution targets with automatic priority escalation and management notification when milestones slip.
- Branded self-service portals. Customer help centres with custom HTML and CSS themes where clients track their own tickets and read your documentation.
- Agent productivity tooling. Snippets, macros, canned responses and ticket templates that cut average handling time on repetitive issues.
Knowledge base optimisation
We restructure documentation so relevant articles surface during ticket creation, deflecting common questions before they consume an agent. Combined with our vector-search layer, deflection rates improve substantially on high-volume repetitive queries.
Support queue growing faster than your team?
We will audit your ticket data and show you where the volume actually comes from.
Request a support audit