AI-Assisted Support Desk on Zoho Desk

Overview

Support requests arrived on email and WhatsApp with no ownership or SLAs. Shyphan AI implemented Zoho Desk with channel integration, SLAs, a knowledge base and AI-assisted responses for routine questions.

Challenge

Customers wrote to a shared inbox and to individual WhatsApp numbers. Requests were picked up by whoever saw them first, some were never answered and there were no response targets or metrics.

Agents answered the same questions repeatedly, had no view of the customer's purchases or previous issues and could not hand over cleanly between shifts.

• Requests spread across email and personal WhatsApp numbers
• No ticket ownership, SLAs or escalation
• Repetitive questions answered manually
• No customer context on the request
• Service quality unmeasured

Solution

We set up Zoho Desk with departments, ticket types, SLAs and escalation rules, connected email and WhatsApp Business so every request becomes a ticket, and built a knowledge base with canned responses.

An AI assistant drafts replies for routine questions from the knowledge base and resolves simple requests under agent review, while Zoho CRM integration shows purchases and history on every ticket.

• Zoho Desk with SLAs, blueprints and escalation matrix
• Email and WhatsApp Business integration into one queue
• Knowledge base, canned responses and customer portal
• AI-assisted replies and routine-ticket resolution with review
• Zoho CRM integration for customer context

Technology

Zoho DeskAI agentsWhatsApp automationZoho CRM

Implementation

1. Support process and SLA design
2. Desk configuration with departments, automation and templates
3. Channel integration for email and WhatsApp
4. Knowledge base build and AI assistant training on approved content
5. Agent onboarding and a review queue for AI-drafted replies
6. Quarterly service reviews under a support retainer