Zoho Desk & Workflows

The Challenge

Support tickets, client requests, and welfare logs were being routed manually through shared email accounts. With over 150 daily incoming queries, the staff struggled to categorize issues, leading to an average resolution time of 24 hours. Because support items had zero tracking, high-priority accounts faced critical delays.

The Solution

I designed and deployed a custom Zoho Desk environment. Using Deluge scripting and process mapping:

• We established automated inbound triggers to auto-categorize tickets based on keywords and customer profiles.
• Configured custom Service Level Agreements (SLAs) that escalate critical issues to operations leads automatically.
• Spearheaded structured training workshops for admin and welfare assistants, establishing standard operational protocols.

Outcomes & Results

• Ticket resolution speed increased by 60%, dropping from 24 hours to under 4 hours on average.
• Reached a 98% overall SLA compliance rate, establishing high client retention benchmarks.
• Upskilled support team members, creating process independence for administration support.