A Zoho Desk setup starts by pulling the requests your customers send by email, WhatsApp, social media, web form and phone into a single queue. We connect the channels, define departments and SLA targets, and build assignment rules, canned responses and a knowledge base to get your support team ready for go-live.
20 business days
Channels connected, SLA clock running, knowledge base structure in place; the count starts after scope approval and the date is written into the scope document.
Training included
Department-based live training and a Turkish user guide.
Base support after setup
Not priced separately; we tune SLA and assignment settings with you once real traffic starts.
Business day
- 1Day 1Channel and request map
The first business day after scope approval. With your team we confirm the map from discovery: which channels requests come through, who answers them, and which topics keep coming back.
- 2Days 2-4Department, SLA and assignment plan
Departments, teams, business hours and holiday calendar, SLA targets by priority and the assignment method are set out in a written design document for your approval.
- 3Days 5-12Channels, rules, templates
Support email addresses, the web form, WhatsApp and social accounts are connected; assignment rules, SLAs and escalations, macros, canned responses and the first knowledge base categories are built.
- 4Days 13-17A test request from every channel
A sample request is opened from every channel; together with your team we check that it reaches the right department, that the SLA clock follows business hours and that escalation fires when time runs out.
- 5Days 18-20Training, guide, handover
After department-based live training, video recordings and a Turkish user guide, the channels open to real traffic.
The channels and departments to connect go into the written proposal after discovery. Multiple departments, round robin distribution, telephony integration and moving tickets between departments with macros are available in Zoho Desk Professional and higher editions.
- 01
Departments and business hours
Department structure; business hours and holiday calendar for each department; the rule for moving a request that lands in the wrong department.
- 02
Agents and permissions
Agent lists and teams for each department; agent profiles and the permissions that decide who sees which request.
- 03
SLAs, assignment, macros
SLA policies that differ by channel, customer and priority; a notice to the manager and reassignment when time runs out; direct assignment or round robin distribution; macros that update fields, add tasks or move a ticket to another department.
- 04
Knowledge base and canned responses
Category and article structure for frequent topics; a help center where customers can open a request and follow the ones they opened; canned responses shared across the team.
- 05
Channel and CRM connections
Support email addresses, a request form embedded on your website, a WhatsApp Business account, Facebook and Instagram; phone if your PBX works with Zoho Desk; account and contact sync with Zoho CRM.
- 06
Training and reports
Department-based live training, video recordings and a Turkish user guide; resolution time, SLA compliance and satisfaction rating reports for managers to follow.
1
Live training
At the same table as your team in Istanbul, remotely in other cities and abroad; with real data.
2
Full documentation
Every structure we build is in your hands, in writing.
3
How-to videos
Watch-and-apply recordings for every screen.
4
Fast support
Quick answers to anything left unclear after training.
5
Adoption report
Is the team actually using the system? We measure it.
Every company whose setup we did gets base support through three channels after go-live; it is part of our responsibility and is not priced separately. The WhatsApp channel and phone stay open for as long as we are your partner; feature and customization requests by email in the first 6 months are part of the setup, while new modules and integrations are priced separately.
01 · Email
Feature and customization requests
First 6 months after go-live, for your existing setup. Write to us; the request is logged and planned.
02 · WhatsApp channel
Team questions and instant fixes
A channel set up for your company, open for as long as we are your partner. Your team asks, small fixes happen on the spot.
03 · Phone
Urgent issues and management questions
Open for as long as we are your partner. When something stops work or management needs an answer, call us directly.
Coverage
WhatsApp channel and phone
Email · features and customization
After go-live, for every company whose setup we did. None of the three channels is priced separately; the 6-month scope covers feature and customization requests.
We build it, improve it, keep it alive.
No system stays standing without someone behind it. We stay with every structure we build after delivery: monitoring, fine-tuning, and making sure your team truly adopts it.
More questions? Write to us · we reply within 24 hours.
The 20 business days start after scope approval; the go-live date is written into the scope document. The prerequisites on your side, such as access to the support addresses and social accounts, the WhatsApp number and the manager who will make the decisions, are listed together on day one. If we build the brief together, this work happens before scope approval and is not counted in the 20 business days; we tell you clearly at the end of discovery how long it will take. After discovery you receive a fixed-fee proposal with the channel, department and automation scope in writing; the fee is set in EUR and invoiced in Turkish lira at the Central Bank of the Republic of Türkiye euro selling rate on the invoice date.
30+
projects
99%
client satisfaction
3 channels
post-implementation support
We prepare a concrete proposal and a live demo based on your current system, your goals, and your timeline. No commitment before the contract.