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Zoho Applications

Customer Support Under Control

Every request logged, assigned and resolved within the agreed time, with management seeing service performance live.

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Zoho Desk
Zoho DeskDelivered by DGPROJX, Zoho Authorized Partner
What you get
One inbox for all channelsEmail, web form, chat and WhatsApp channels into Desk
Clear ownershipDepartments, assignment rules and teams (standard product)
Service levelsSLAs, escalations and business hours
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Business challenges

Sound familiar?

Complaints arrive by phone, email and WhatsApp and get lost.

No one owns a ticket until the customer escalates.

There are no agreed response times and no measurement.

The same questions are answered again and again.

What we deliver

What we configure and build

Business needWhat DGPROJX configures or builds
One inbox for all channelsEmail, web form, chat and WhatsApp channels into Desk
Clear ownershipDepartments, assignment rules and teams (standard product)
Service levelsSLAs, escalations and business hours
Self-serviceKnowledge base and help center
Customer contextIntegration with Zoho CRM
Field follow-upHand-off to Zoho FSM for on-site work (configured by DGPROJX)
Performance visibilityService dashboards in Desk or Zoho Analytics
Services & maintenance companies

Built for service contracts, not just inboxes

For maintenance, facilities and after-sales teams, we configure Desk around the contract and the asset, so every ticket knows the customer, the agreement and the next action.

SLAs per contract

Different response and resolution targets for contract, warranty and pay-per-visit customers.

Warranty or chargeable

Ticket types and rules that separate warranty work from billable service from day one.

WhatsApp intake

Customers report issues on WhatsApp; the conversation becomes a ticket with the right department.

One-click field visit

When a site visit is needed, the ticket hands over to Zoho FSM as a work order with full history.

Customer portal

A help center where customers raise and track requests and read answers in the knowledge base.

Service performance

Dashboards for first response, SLA breaches, repeat issues and workload per team.

The service loop

Zoho Desk and Zoho FSM, working as one

Desk owns the conversation; FSM owns the visit. Connected, they close the loop from first call to invoice.

Service desk agent

Logs the request, checks the contract and resolves remotely where possible.

Dispatcher

Turns tickets into work orders and schedules the right technician.

Technician

Completes the job on mobile and captures the customer sign-off.

Customer

Gets updates and confirms the job is done.

Finance

Invoices chargeable work from the completed job in Zoho Books.

Management

Sees SLA compliance, repeat faults and service profitability.

Example workflow

How the work flows

Customer requestTicket createdAuto-assignedFirst response within SLAResolution or field visitCustomer confirmationSatisfaction surveyService report

Illustrative workflow, configured to your process.

From our project experience

What we've built

Project example

We run our own client support on Zoho Desk: a help center with a knowledge base and ticket tracking for our implementation clients.

Project example

We typically connect Desk with Zoho FSM so a ticket that needs a site visit becomes a work order without re-entering anything.

Integrations

Connected to the rest of your business

  • Zoho CRM, FSM, SalesIQ and Analytics
  • WhatsApp via Wati
Business benefits

What changes for management

  • Faster responses
  • Fewer escalations
  • Accountable teams
  • A better customer experience you can measure
Related services & industries

Explore further

Visual: Ticket lifecycle diagram with SLA checkpoints.

FAQ

Questions we hear often

Can customers raise tickets on WhatsApp?

Yes, through integration. We design the flow with you.

Can we set different SLAs per customer type?

Yes, for example contract, warranty and pay-per-visit customers.

Desk or a contact center platform?

Desk manages tickets; a contact center handles calls. Many clients need both, connected.

Does Desk replace Zoho FSM?

No. Desk manages the request; FSM schedules and executes on-site work. Service companies usually need both.

Turn customer service from firefighting into a managed process.

A free consultation with a senior consultant. No sales pitch, just a clear view of where to start.

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