The challenge
Support ran from a shared inbox. Nobody owned a ticket, response times were unmeasurable, and the same question was answered from scratch every week.
Objectives
- Give every ticket an owner and an SLA
- Surface repeat questions as knowledge base articles
- Link tickets to the CRM account
- Measure response and resolution time
What we built
A Zoho Desk implementation with routing rules, SLA policies and a knowledge base, integrated with CRM so support sees the commercial context of every account.
Technology
Deluge · Zoho CRM · Zoho Desk
How it was delivered
- Departments, routing rules and SLA policies configured
- Knowledge base seeded from the most repeated questions
- CRM integration for account context on every ticket
- Agent and manager dashboards
Outcomes
- Every ticket has an owner and a clock
- Repeat questions answered once and reused
- Support sees which account they are talking to