Zoho Desk

Build and Manage Your Online Store with Zoho Commerce

Course Brief

The Zoho Desk Onboarding & Self-Deployment Course is built for support teams, service managers, and business owners who want to deliver faster, more efficient, and more personalized customer service. Whether you’re migrating from another help desk system or starting from scratch, this course guides you through the full capabilities of Zoho Desk.

You’ll begin with the fundamentals: setting up departments, assigning agents, and configuring your help desk portal. From there, you’ll learn how to manage tickets across multiple channels including email, chat, social media, and web forms. The course also covers how to define SLAs, use ticket assignment rules, and create automation for escalations, notifications, and approvals.

You’ll explore how to build a self-service knowledge base, gather customer feedback, and monitor agent performance using dashboards and reports. Advanced modules include integration with Zoho CRM, Zoho SalesIQ, and Zoho Analytics, enabling you to create a unified customer experience across your support, sales, and marketing operations.

By the end of the course, you’ll be fully equipped to deploy Zoho Desk for your team, improve support resolution times, and increase customer satisfaction through smart, scalable service processes.

Curriculum

Chapter 1: Introduction to Zoho Desk

Lesson 1.1: What is Zoho Desk and Who Should Use It

Lesson 1.2: Key Benefits of Using Zoho Desk for Customer Support

Lesson 1.3: Understanding Zoho Desk’s Core Features and Interface

Lesson 1.4: Understanding Departments and Roles in Zoho Desk

Lesson 1.5: Zoho Desk Editions and Pricing

Chapter 2: Getting Started with Zoho Desk

Lesson 2.1: Creating Your Zoho Desk Account

Lesson 2.2: Navigating the Zoho Desk Interface

Lesson 2.3: Configuring Time Zones and Languages in Zoho Desk

Lesson 2.4: Enabling Multi-language Support in Zoho Desk

Chapter 3: Setting Up Your Organization

Lesson 3.1: Setting Up Departments in Zoho Desk

Lesson 3.2: Adding and Managing Agents in Zoho Desk

Lesson 3.3: Setting Up Business Hours and Holidays in Zoho Desk

Lesson 3.4: Configuring Multi-Department Settings in Zoho Desk

Chapter 4: Configuring Ticket Management

Lesson 4.1: Configuring Ticket Fields and Layouts in Zoho Desk

Lesson 4.2: Setting Up Ticket Assignment Rules in Zoho Desk

Lesson 4.3: Configuring SLAs in Zoho Desk

Lesson 4.4: Setting Up Escalation Rules for SLA Breaches

Lesson 4.5: Configuring Ticket Escalation Rules in Zoho Desk

Chapter 5: Automations and Productivity Tools

Lesson 5.1: Creating and Managing Macros in Zoho Desk

Lesson 5.2: Configuring Blueprints for Process Automation next?

Lesson 5.3: Setting Up Work Modes for Agents in Zoho Desk

Lesson 5.4: Configuring Guided Conversations for Ticket Resolution

Chapter 6: Communication Channels

Lesson 6.1: Configuring Email Channels for Ticket Creation

Lesson 6.2: Setting Up Other Communication Channels (Chat, Social, Telephony)

Lesson 6.3: Customizing Email Templates and Notifications in Zoho Desk

Lesson 6.4: Customizing the Help Center Portal for Your Brand

Lesson 6.5: Enabling Multi-Language Support in the Knowledge Base

Chapter 7: Collaboration and Productivity Tools

Lesson 7.1: Internal Comments and Team Collaboration on Tickets

Lesson 7.2: Using Zoho Desk’s Team Feed

Lesson 7.3: Time Tracking and Work Logs for Ticket Handling

Lesson 7.4: Task Management within Zoho Desk

Lesson 7.5: Using Extensions from Zoho Marketplace

Chapter 8: Reporting and Analytics

Lesson 8.1: Overview of Zoho Desk Reports

Lesson 8.2: Pre-Built Reports for Ticket and Agent Performance

Lesson 8.3: Creating Custom Reports for Your Business Needs

Lesson 8.4: Building Dashboards to Monitor KPIs

Lesson 8.5: Scheduling and Sharing Reports with Stakeholders

Chapter 9: Integrations with Other Zoho Apps and Third-Party Tools

Lesson 9.1: Integrating Zoho Desk with Zoho CRM

Lesson 9.2: Connecting Zoho Desk with Zoho Books and Zoho Invoice

Lesson 9.3: Using Zoho Analytics for Advanced Reporting

Lesson 9.4: Integrating Zoho Desk with Zoho SalesIQ

Lesson 9.5: Integrating with Slack, Microsoft Teams, and Other Communication Tools

Lesson 9.6: API and Webhook Integrations for Custom Solutions

Chapter 10: Security and Data Management

Lesson 10.1: Setting User Permissions and Data Sharing Rules

Lesson 10.2: Enabling Two-Factor Authentication for Agents

Lesson 10.3: Data Backup and Export Options in Zoho Desk

Lesson 10.4: Managing Data Retention Policies

Lesson 10.5: GDPR and Privacy Compliance in Zoho Desk

Chapter 11: Final Setup Checklist and Ongoing Support

Lesson 11.1: Final Setup Checklist

Lesson 11.2: Accessing Zoho Support and Resources

Lesson 11.3: Best Practices for Continuous Improvement in Customer Support

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Legal Notice

The content of this onboarding course is provided for educational and instructional purposes only. All information is based on the current functionality of Zoho products at the time of development. Zoho frequently updates its solutions, and while we strive to keep course content accurate and up to date, Pinnacle Business & Marketing Consulting, LLC is not responsible for any discrepancies, changes, or feature updates made by Zoho Corporation Pvt. Ltd. after course publication.

“Zoho” and all related product names and logos are trademarks of Zoho Corporation Pvt. Ltd., used here under fair use for training purposes. This course has been independently developed by Pinnacle Business & Marketing Consulting, LLC, an authorized Zoho Partner since 2020, and is not directly affiliated with or endorsed by Zoho Corporation Pvt. Ltd.

By using this course, you acknowledge that all materials are protected by copyright and may not be copied, distributed, or reused without written permission from Pinnacle.

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