Helpdesk organizes customer issues into tickets with ownership, priority, status, service targets, and an activity history. Access to each Helpdesk screen depends on your workspace permissions.
Watch Helpdesk in action
Learn how to route and own tickets, configure service targets, and collect customer feedback.
Watch: Ticket routing, service targets and Copilot.
See the service operations guide for the accompanying instructions.
Set up a helpdesk
Open Helpdesk → Settings and configure:
- General: name, ticket prefix, default status and priority, and active state.
- Customer messages: ticket-created, resolved, and feedback wording. Select an editable ticket WhatsApp Form when required.
- Business hours: timezone, working days, start, and end.
- Categories, SLA policies, and custom fields: add the classifications and targets your team needs through the related lists.
- Automatic routing rules: select a team and optional priority, category, channel, and keyword conditions.
- Integrations and notifications: configure only the destinations your team uses and test them.
The settings also provide an acceptance deadline, resolved-ticket auto-close interval, and customer feedback settings. Check the actual due dates and workflow behavior with a test ticket before relying on them operationally.
Teams and members
Create members under Helpdesk → Members, then organize them under Helpdesk → Teams. Teams offer manual, round-robin, or least-loaded routing. Review member status, availability, timezone, team membership, and notification preferences.
Helpdesk team/member records are separate from company membership and workspace roles. A Helpdesk member record does not replace an invitation granting workspace access.
Daily work
Use Tickets to review and respond to issues. Use Helpdesk workflows for supported automated actions. The Helpdesk dashboard provides a summary for the selected company; confirm individual tickets when investigating a metric.
See Team Members for workspace access and Inbox for the connected customer inbox.
Shared customer context, independent service
A ticket can be linked to the same customer record used by CRM. Helpdesk retains its own access, ownership, statuses, SLA and service workflow. CRM access alone does not grant ticket access; Helpdesk staff need not receive sales access. Use Customer profiles to review permitted relationship and service records together.
Zoho Desk maps a bounded ticket projection to an external Desk organization. It does not replace local routing, SLAs or every Helpdesk field. The mobile Helpdesk guide separates released ticket browsing from the newer action extension awaiting matching deployment.
Follow Routing, service targets and feedback for the operational setup checklist and Mobile Helpdesk for phone-specific controls and rollout requirements.