What is Zoho Desk?

Zoho Desk is a web based help desk built to bring customer support into one place. With ticket management, multi-channel support, automation, reporting and integration with Zoho CRM, it helps a support team deliver a consistent service. This article is a step by step checklist for setting up your Zoho Desk account.

How to set up Zoho Desk

1. Rebrand your account. Customise your portal name, upload your logo, set up domain mapping for a branded support URL, and enable multi-branding if you need separate brands.
2. Create departments. Segment support by team, product or region, each with its own workflows, automations and channels.
3. Configure business hours and holidays. Define working hours so ticket assignment and escalations follow your actual schedule, and add holiday lists to avoid unwanted escalations on non-working days.
4. Set up communication channels. Connect email, live chat, web forms and social channels such as Facebook and X (formerly Twitter).
5. Customise the help centre. Choose a theme, apply your brand colours, and add widgets for dynamic content. HTML and CSS are available for more advanced customisation.
6. Customise fields and modules. Add or edit fields to match your support process, and mark fields as mandatory where needed.
7. Define roles, profiles and teams. Use roles to control data access, profiles to control feature access, data sharing rules for secure access between agents, and teams to group agents for ticket assignment.
8. Enable notifications and customer feedback. Set up notification rules for agents and contacts, and enable customer happiness ratings to gather feedback.
9. Configure automation rules. Create ticket assignment rules, including round robin assignment, define Service Level Agreements (SLAs), and set up workflow rules for repetitive tasks.
10. Import your data. Migrate tickets, contacts, knowledge base articles, accounts, events and tasks from your previous system.

Tips

• Use a current version of Chrome, Firefox, Edge, Safari or Opera for the best experience.
• Build out your knowledge base early, for internal agent articles as well as customer self-service content.
• Integrate Zoho CRM for full visibility into customer interactions and more contextual support.
• Use the built-in reports to track resolution time, agent performance and customer feedback.