Contact person: Business Client

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Location: Glasgow, United Kingdom

Budget: Recommended by industry experts

Time to start: As soon as possible

Project description:
"Job Brief: Zoho Desk + AI Knowledge Base Setup for our platform


Project: Build a fully functional service desk and AI knowledge system within Zoho Desk (Zoho One suite)

Overview

We are looking for a Zoho specialist or developer to configure a complete Zoho Desk environment for our HR, culture, and learning technology platform.
The goal is to create an intelligent, automated support desk that integrates tickets, knowledge base, chat (AI + human), and workflow automation.

You’ll work with a pre-prepared dataset of 600+ HR-related Q&As, which must be structured into 30 knowledge categories and used to train an AI assistant.

Key Deliverables
1. Knowledge Base Setup

Create 30 categories inside Zoho Desk (aligned with HR, L&D, compliance, and culture themes).

Import and structure ~600 Q&As as knowledge articles under these categories.

Tag, format, and ensure full searchability and categorisation.

Enable article feedback (helpful/not helpful) and analytics.

2. Ticketing Automation

Configure ticket creation workflows via:

Webform and portal interface (client-facing).

Chatbot escalation to ticket (if AI can’t answer).

Automate ticket routing based on query topic or category:

Example: “Payroll” → routed to HR Ops queue.

“Culture Audit” → routed to Consulting Support queue.

Set up SLA rules and automated escalation for overdue tickets.

Enable notifications, auto-acknowledgements, and internal comments.

3. AI / Chatbot Configuration

Integrate Zoho SalesIQ and Zobot for a branded chat interface within PxP.

Configure the bot to:

Answer FAQs using the imported Knowledge Base.

Escalate intelligently to human support when the answer isn’t found.

Capture conversation history in the ticket record.

Train Zia AI on KB content to suggest relevant articles during ticket submission.

Enable sentiment detection and prioritisation for frustrated customers.

4. Integrations & Branding

Configure the client-facing Help Centre portal (branded as Support).

Connect with Zoho Analytics for performance dashboards (ticket trends, SLA compliance, topic frequency).

Integrate telephony (Zoho Voice or Twilio) if possible for voice tickets.


5. Testing & Documentation

End-to-end testing of ticket flow (AI → human → resolution).

Provide documentation covering structure, workflows, and how to maintain / expand the system.

Requirements

Proven experience with Zoho Desk, Zoho SalesIQ, and Zia AI configuration.

Ability to automate workflows and use Zoho Flow / Deluge scripting if needed.

Experience creating Knowledge Bases or AI-powered help desks.

Strong understanding of data mapping, taxonomy, and categorisation.

Excellent communication — able to collaborate and hand over a clean, documented system.

Deliverable Goal

A fully functional, automated support desk inside Zoho Desk that:

Uses AI to answer or escalate client queries.

Organises 600+ HR Q&As across 30 searchable categories.

Routes tickets automatically to the right internal team.

Offers both live chat and human escalation options.

Is branded and ready to connect with our platform.

To Apply

Please include:

Examples of Zoho Desk / AI support setups you’ve built.

Estimated timeline and cost.

Any suggestions on improving AI accuracy or automation?

You must be able to share multiple projects where you have delivered this solution and give access to references for us to contact" (client-provided description)