Ask the Experts 34: AI-assisted support: Practices, challenges, and people
Hello everyone,
The first week of October is celebrated as Customer Service Week. As discussed in our post, behind a great customer experience is a team, this is a time to appreciate our support reps, who work tirelessly to support us.
Every organization strives to deliver exceptional customer support by helping customers navigate their products or services, find solutions, and overcome challenges with ease.
On that note, we're putting customer support at the center of our conversation this month.
Whether you're looking to improve first response times, streamline ticket assignments, manage agents across time zones, balance workloads, or help your support representatives navigate demanding shifts, this session addresses the challenges that matter most to your business.
Behind the Scenes at Zoho Support
At Zoho, we run our support operations for all Zoho products on Zoho Desk, the very platform we offer you.
To make our operations more efficient, we make the use of Zoho Desk capabilities such as email configurations, instant messaging channels,live chats, automation, telephone, social media, automation, business hours, and intelligent ticket management.
But effective support isn't only about the right tools and processes; it's also about the people who deliver it. Customer support can be demanding, especially when teams manage high ticket volumes, challenging conversations, and shifts.
Zoho Desk offers AI-powered capabilities, self-service solutions using Bots, guided conversations, and contextual insights that help support teams understand customer needs, respond proactively, and resolve issues. With that in mind, the floor is open for you to interact with our support experts.
Please bring your questions and share your support challenges with people who manage customer support operations every day.
You can explore how to build efficient support workflows, improve agent productivity, manage support workloads, adopt best practices, and make Zoho Desk work effectively for your business.
As AI and automation continue to transform customer service, technology should empower support representatives without replacing the empathy, understanding, and reassurance that human interactions bring. A great customer support experience happens when customers feel heard, understood, and valued, and when their issues are solved.
Ask our support experts your questions on best practices and challenges to make your customer support efficient.
Here are a few questions for you to get started:
1. How can you use the assignment rules to manage agents across different shifts?
2. How can analytics in Zoho Desk provide you better visibility into your support performance?
3. What are some ways to reduce initial response time and improve overall ticket-handling efficiency?
4. How does Zia contribute to ticketing, workflow and automation?
5. How can blueprints be used effectively to run my business processes?
Here are a few questions for you to get started:
1. How can you use the assignment rules to manage agents across different shifts?
2. How can analytics in Zoho Desk provide you better visibility into your support performance?
3. What are some ways to reduce initial response time and improve overall ticket-handling efficiency?
4. How does Zia contribute to ticketing, workflow and automation?
5. How can blueprints be used effectively to run my business processes?
This is a live text-based discussion. Please post your questions in the comments below. Our experts will respond during the live session.
Join us for the live text-based discussions | |
Ask the Experts will be live on Thursday, October 29, 2026 | 8:30 AM – 4:30 PM GMT |
2:00 PM – 10:00 PM IST | |
10:30 AM – 6:30 PM CEST | |
2:30 PM – 8:30 PM GST | |
6:30 PM – 2:30 AM AEDT | |
1:30 AM – 9:30 AM PDT | |
Sign in to the Help Center to participate and post your questions in the comments. Please like and follow this post to receive notifications and updates from this discussion.
We look forward to hearing your questions, learning about your experiences, and making this an interactive session.
Regards,
Lydia | Zoho Desk