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Every customer message,
in one calm queue.
Email, chat, phone and social pour in from everywhere. Zoho Desk turns the chaos into one prioritised queue — with SLAs, automation and AI making sure nothing slips.
Five channels. One stream.
Customers reach you however they like. Your team answers from one place — context intact, no tab-juggling.
SLAs that don't slip
Set response and resolution targets by priority or customer tier. Tickets at risk escalate automatically — before the customer notices.
Blueprint workflows
Map your real support process visually. Every ticket follows the right steps, with the right approvals, before it can be marked resolved.
Smart assignment
Round-robin and load-based routing send each ticket to the right agent or team — no cherry-picking, no dropped tickets.
AI that works the queue with your team
Not a gimmick — Zia quietly removes the repetitive work so agents spend their time on the tickets that actually need a human.
Sentiment detection
Flags frustrated customers so the angry ticket never gets buried.
Reply assistant
Drafts responses from your knowledge base — agents edit and send.
Auto-tag & route
Reads the ticket, tags it, and sends it to the right team automatically.
Answer Bot
Resolves repetitive questions before they ever become a ticket.
The best ticket is the one never raised
A branded self-service portal lets customers find answers themselves — cutting ticket volume while keeping people happy.
Set up by a partner who runs support at scale
We build the departments, SLAs, Blueprints, channels and CRM integration so your team resolves faster from day one — the same rigour we brought to a 12-team operations platform. Signing up through us costs nothing extra.
Questions, answered straight
Which channels can Zoho Desk handle?
Email, live chat, phone, social media (X, Facebook, Instagram), instant messaging (WhatsApp) and web forms all land in one ticket stream — so your team works from a single queue instead of switching between inboxes.
Can you set up our SLAs and escalations?
Yes. We configure SLA policies by priority, channel or customer tier, with automatic escalation when a ticket is at risk — plus Blueprint workflows that enforce the exact steps a ticket must follow before it can close.
Does Zoho Desk connect to Zoho CRM?
Yes. Desk and CRM share customer context both ways — agents see the customer's deals and history on the ticket, and sales sees open tickets on the account. We wire this up as part of the setup.
What does the AI (Zia) actually do?
Zia detects customer sentiment so frustrated tickets get flagged, suggests replies to speed up agents, auto-tags and routes tickets, and powers an Answer Bot that resolves common questions from your knowledge base.
Is there a free plan, and which edition do we need?
Zoho Desk has a free plan for up to 3 agents, then paid editions up to Enterprise. We help you choose based on your channels, automation needs and AI requirements — so you only pay for what your team will use.
Give your support team a queue they can trust.
Start the free trial through DreamTusk, or talk to us about your setup.