Multi-Channel Support
Email, phone, live chat, WhatsApp, social media · one central inbox.
Zoho Desk delivers faster resolution times, higher customer loyalty and happier customer relationships. Every channel on one screen · a support infrastructure powered by Zia AI that works in step with your team.
HELP DESK
Zoho Desk brings support requests from email, phone, live chat, WhatsApp and social media together in a single inbox. Every request becomes a record: who it is assigned to, which stage it is at and when it needs to be answered are all visible on the same screen.
Departments, response time rules, automatic assignment and a self-service knowledge base are Zoho Desk's own components. Process steps are defined visually with Blueprint, repetitive work is tied to workflows. The customer's history sits in the panel next to the request; the agent never leaves the screen.
Zia AI
AI-powered autonomy, laser precision, light speed. Zia agents take over your support team's repetitive work · your team focuses on what really matters, on meaningful customer relationships.
3 Columns: Happy Customers · Strong Teams · Healthy Businesses
Answer requests from every channel on one screen; make doing business with you feel easy through fast and accurate resolutions. With SLAs, automatic routing and the self-service portal, the customer can always reach you.
Self-Service Portal
Customers solve their own problems with the knowledge base, community and guided conversations.
SLA & Automatic Escalation
When your response time policies reach the breach threshold, the system alerts the team automatically.
Guided Conversations
Automate complex support scenarios step by step with the no-code flow designer.
3 Columns: Happy Customers · Strong Teams · Healthy Businesses
Be excellent at every step of customer service. Zoho Desk gives your agents powerful tools to stay productive without losing context · AI-powered reply assistant, smart views and one-click access to history.
3 Columns: Happy Customers · Strong Teams · Healthy Businesses
Deliver on your customer service promise consistently. Track actionable metrics and customer sentiment scores to keep creating value. A bird's-eye view for managers, targeted coaching for the team.
Built-in Analytics
50+ ready reports, customizable dashboards, KPI tracking · no setup required.
Real-Time Insights
Watch performance across all departments live on one screen with the Headquarters module.
Workflow & Automation
Design processes visually with Blueprint; automate them with triggers.
Predictive Intelligence
Zia forecasts request volume in advance; optimizes shift planning and resource allocation.
Industries
Thanks to its modular structure, Zoho Desk is customized to the needs of every industry. Example scenarios from our setup experience in Türkiye.
Health Tourism (MOST POPULAR)
For hair transplant, dental and aesthetic health tourism agencies. From consultation to post-operative follow-up · the patient journey on one screen.
- Automatic replies in 6 languages
- WhatsApp + email + DM in one panel
- Patient follow-up Blueprint ready
E-Commerce & Marketplace
Trendyol, Hepsiburada, Amazon, Shopify, WooCommerce integration. Order-based request management, return and exchange flows.
- Instant context by order number
- Priority by marketplace rating
- Automatic return approval process
B2B SaaS & Technology
Technical support, onboarding, feature request tracking. Jira/GitHub bridge with the development team, customer health score monitoring.
- Request, bug and release chain
- Live status with API integration
- NPS / health score automation
Real Estate & Projects
Customer request and complaint management for housing and office projects. A communication center for title deed, payment and handover processes.
- Unit/block-based records
- Building inspection integration
- Warranty process automation
Finance & Fintech (KVKK SPECIFIC)
BDDK and KVKK compliant infrastructure. High-volume requests, credit and account questions, fraud suspicion management.
- Encrypted call recording
- Anomaly/fraud trigger
- Audit log reporting
Education & EdTech
Student and parent communication, enrollment process, exam and certificate requests. LMS integration, term-based reporting.
- Parent portal self-service
- Term-based SLA management
- Class/branch group assignment
PR & Communications Agencies (NEW)
Client briefs, campaign tracking, press release distribution, media monitoring. Multi-brand portfolio management.
- Brand-based segment and SLA
- Campaign timeline widget
- Proposal templates & approval flow
Legal & Consulting
Client portal, case and contract process tracking, appointment management. KVKK-compliant document sharing infrastructure.
- Encrypted document exchange
- Case-based time tracking
- Automatic hearing reminders
Automotive & Dealer Network
Service appointments, test drive requests, warranty & fault tracking. Multi-dealer structure, distributor support line.
- VIN-based record matching
- Dealer panel & permission layer
- Live service status notifications
Logistics & Cargo
Shipment tracking, damaged cargo processes, management of corporate customer requests. Aras, MNG, Yurtiçi integrations.
- Instant context by tracking number
- Damage/return self-service flow
- Dedicated SLA for corporate accounts
Insurance & Agencies
Policy inquiries, claim requests, premium reminders. Data bridge with SBM and insurance company services.
- Automatic policy number recognition
- Claim file management
- Renewal chain automation
Manufacturing & B2B Dealer Network
Distributor and dealer support line, product complaint management, warranty process. Transfer of production defects into the quality loop.
- Dealer priority queue
- Serial no & lot-based tracking
- Escalation to Production / R&D
Integrations
Zoho Desk talks seamlessly with CRM, invoicing software, phone systems and more than 200 third-party applications. One-click connection that already comes with 50+ native Zoho applications.
Connection Channels
WhatsApp Business API, Email (SMTP/IMAP), Phone (IVR & cloud PBX), Web Chat (SalesIQ), Social Media (Facebook · Instagram · X · LinkedIn), SMS · all in one inbox.
Native Zoho 50+
CRM · Flow · Forms · Sign · Meeting · Bookings · Voice · Survey · One · Analytics · Campaigns · Books · Inventory · 50+ applications connect with one click.
Third Party 200+
Salesforce (two-way sync), Slack (notifications & slash), MS Teams, Jira (bug to ticket link), Make/Zapier (5000+ applications), HubSpot, Intercom.
REST API & Webhook
Secure REST API with OAuth 2.0, instant webhook notifications, JavaScript/iOS/Android SDK · custom integration is open.
Deluge Custom Function
Custom code with Deluge for systems not on the list. ERP, e-invoice and custom CRM connections are already set up at our active customers.
Custom Widget & Marketplace
Embeddable custom UIs, 200+ ready marketplace extensions, pulling data from external systems with the SDK.
Blueprint
Model every step of your support processes on a visual map with the drag-and-drop Blueprint editor. Conditional branching, automatic assignment, SLA triggers, AI decision nodes · on a single canvas.
Comparison
A feature-by-feature comparison with Zendesk, Freshdesk and Salesforce Service Cloud. Setup costs and TCO in Türkiye included.
Why Zoho Desk?
Low learning curve · Training is part of the setup
Intuitive interface and a ready training program; your team is productive from day one.
Customer support in 40+ languages
A fully multilingual structure for brands that export or have customers abroad.
Customizable for every industry
E-commerce, health tourism, B2B SaaS, real estate, services · the modular structure fits every scenario.
Planned data migration
Our professional team transfers your existing Zendesk, Freshdesk, Salesforce Service Cloud data.
GDPR · KVKK · HIPAA · CCPA
Zoho infrastructure certified to ISO 27001 and SOC 2 Type II; it helps you meet your KVKK and GDPR obligations.
Security & Compliance
Zoho runs on infrastructure that meets the world's leading international security standards. ISO certifications and EU data centers help you meet your obligations under KVKK and GDPR.
KVKK · Türkiye Law 6698
GDPR · EU
ISO 27001:2022
SOC 2 Type II
HIPAA · Healthcare
SSO & 2FA
ISO 27017
ISO 27018
CCPA
Setup Roadmap
A 5-stage, transparent setup process to European standards. Measurable deliverables at the end of every stage.
Days 1-3 · Kickoff & Analysis
Starts on the first business day after scope approval; the process map from discovery is confirmed in a workshop with the team, and target KPIs are set. (3 business days)
Days 4-8 · Configuration
Departments, users, permissions, channel integrations, SLA. (5 business days)
Days 9-13 · Automation & AI
Blueprint flows, Zia AI training, automatic assignment, macro library. (5 business days)
Days 14-17 · Training & Testing
Admin and agent training, UAT tests, parallel pilot, documentation. (4 business days)
Days 18-20 · Go-Live
Data migration, channel transfer, go-live. (3 business days) After go-live, 30 days of close follow-up, then base support.
Zoho Authorized Partner · Türkiye
Go live with Eksenium 20 business days after scope approval. The Zoho Desk setup is quoted separately from the license, with a written scope and a fixed fee; the license is billed at Zoho's official list price. Base support after setup is not priced separately: a WhatsApp channel set up for your company and phone, 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 with no limit on their number, while new modules and integrations are priced separately. Data migration, user training, Blueprint design and custom widget development · all from a single team.
USE CASES
The examples below show how the same components are set up in different businesses. Which component to enable becomes clear in the discovery call.
Health tourism agency
PROBLEM
Questions from abroad are scattered across WhatsApp, Instagram and email. It is unclear who is looking at which question, and messages that arrive outside working hours wait until the next day.
SOLUTION
All channels connect to a single inbox; requests are assigned to the right team by language and topic. The response time rule escalates a request reaching the threshold, ready reply templates shorten recurring questions.
E-commerce operation
PROBLEM
Return, shipping and product questions land in the same box. The agent has to look up the order number in another system for every request.
SOLUTION
An order field is added to the request form, order details appear in the panel next to the request. Return and exchange steps are defined with Blueprint; a request awaiting approval is never left without an owner.
Manufacturing and dealer network
PROBLEM
Fault and warranty applications from dealers are taken by phone and never recorded. How many times the same product defect has been reported cannot be seen.
SOLUTION
A separate department and self-service portal are set up for dealers; the application is recorded with product and serial number. Recurring defects are collected in reports, escalation to the technical team is tied to a rule.
Start free
Your account is opened under Eksenium's authorized partner registration. The license is billed at Zoho's official list price; we quote the setup separately from the license, with a written scope and a fixed fee. Base support after setup is not priced separately.
On Every Project
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.
Support Structure
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
throughout our partnership
Email · features and customization
first 6 months
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.
Why you can trust us
Seven branches, one system, one screen
Managing a healthcare group with seven branches, the hardest part was seeing the whole picture. Each branch kept its own records and the same patient's data lived in different places. Two and a half years ago we moved to Zoho CRM with our Zoho Authorized Partner İsa Demirci and his team, and that picture changed. Today all seven branches run on a single system. I follow the entire group from one screen, while branches and teams see only their own areas through role-based permissions. The question of what a patient experienced at which branch is now answered by the system itself, not by phone traffic. Two and a half years is not a short time. The system has run reliably throughout, and whenever we needed him, İsa Bey was always reachable. We wholeheartedly recommend them to any multi-site healthcare organisation.
Live on the date they gave
In health tourism the patient journey is long and has many steps: the first message, the assessment, the quote, travel, treatment day and the follow-ups after it. Working with Eksenium, we did not have to explain this journey to them from scratch. Without us telling them, they knew which information must not get lost at which stage, and where patients wait and where they drop off; our conversations were always about the details of our own business.
Eksenium is one of Zoho's Authorized Partners in Türkiye. You can see our listing, certifications and client reviews in Zoho's partner directory.
Our listing in the Zoho partner directoryBrands that trust us
Why Eksenium
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.
Next step
Let's talk through your current process and assess together what Zoho would bring to your business. No sales pressure. A written proposal within 48 hours.
FAQ
More questions? Write to us · we reply within 24 hours.
Zoho Desk runs on Zoho infrastructure certified to ISO 27001 and SOC 2 Type II, which helps you meet your obligations under KVKK and GDPR. For European customers, data is stored in EU data centers. In our health tourism and fintech projects in Türkiye, the privacy notice, explicit consent flow and data retention policies are set up with ready templates.
30+
projects
99%
client satisfaction
3 channels
post-implementation support
Contact
We prepare a concrete proposal and a live demo based on your current system, your goals, and your timeline. No commitment before the contract.
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