- Case Studies
Client has an online store to sell digital goods.
After understanding the complete support process of customer, we identified that Zoho Desk can complete the requirement, and decided to use this as our solution.
We did the following settings in Desk
We setup email channel, so that if anyone mails for support an automated ticket will be created in zoho desk.
Then we integrated Desk with Woo-commerce to fetch the order details to ticket directly from wordpress.
One of the requirement was to assign tickets to available users only as support agents had different shift timings.
We created a round robin assignment rule that assigns tickets to available agents during the shifts and notify them
We decided to use zoho desk help center for customer dashboard.
We integrated SSO between wordpress and Zoho using SAML/IDP, so that customer can directly login to desk without creating multiple signings.