This guide covers the core workflow every business uses: Tickets → Reply → Assign → Track → Close → Reports → Knowledge Base
This is your main control center where all tickets and activities appear.
Open Zoho Desk → Sign in → You will land on the Dashboard
View open tickets
Check pending tasks
Monitor SLA timers
See notifications for new customer queries
Each customer query becomes a ticket with details you must review.
Go to Tickets from the left menu
Read customer message
Check ticket priority (High/Medium/Low)
View channel (Email, Chat, Webform, WhatsApp)
Check SLA countdown timer
Respond professionally using Desk’s built‑in editor.
Inside a ticket → Reply
Type your message OR use Canned Replies
Attach files if needed
Use formatting for clarity
Click Send to update customer
Assign tickets to the right department or agent for faster resolution.
Ticket → Assign
Choose department (Service, Warranty, Billing, Sales)
Choose agent
Add internal comments for team members
Zoho Desk automatically tracks SLA, status, and customer responses.
Ticket → View Status
Status: Open / In Progress / On Hold / Closed
SLA: Time left before breach
Customer replies appear instantly
Once resolved, close the ticket to complete the support cycle.
Ticket → Close
Add resolution notes
Ensure customer is satisfied
Ticket moves to Closed state
Track performance, SLA compliance, and agent productivity.
Left Menu → Reports
View ticket volume
SLA breach reports
Agent performance
Department‑wise analytics
Build self‑service content so customers can solve issues themselves.
Left Menu → Knowledge Base
Add categories
Create articles (like the ones we are making)
Add FAQs, guides, troubleshooting steps
Publish for customers to view
Sources:
Using Zoho Desk is simple once you follow this flow:
Dashboard → Tickets → Reply → Assign → Track → Close → Reports → Knowledge Base
You already have a strong setup — now we can continue building your full Knowledge Base.