For fast and secure citizen service experiences
Build public trust with every service interaction. Zoho Desk empowers government offices of every size to track, manage, and respond to citizen requests across different platforms and languages, effortlessly.
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Citizen request management simplified
Be accessible across citizen touchpoints
Digital service portal
Provide a multilingual, accessible help portal where citizens can access information, submit service requests, and track progress from a single place.
Omnichannel intake
Capture requests raised by citizens on email, call, live chat, social media, and messaging apps in an unified workspace to ensure every request is attended to on time.
Dedicated mobile app
Enable location-aware reporting of community issues such as potholes and waste collection through a dedicated mobile application.
Ensure transparency and control across interactions
Automated request assignment
Ensure every request reaches the right officer. Requests are automatically distributed based on your team's workload and skills.
AI assisted request classification
Let Desk's native AI, Zia, analyze requests to update essential ticket fields so the respective automation flow gets triggered on time.
Centralized knowledge
Store essential information for request resolution as articles or within structured modules, while AI assists you by fetching the right information at the right time.
SLA-driven prioritization
Auto-assign response and resolution timelines, enabling officers to prioritize based on urgency and service standards. Trigger real-time alerts and escalations for SLA breaches.
Drive accountability through insights
Feedback collection
Gauge citizen satisfaction levels by sending a happiness survey during or at the end of the interaction. Automate escalation after a bad rating to ensure high satisfaction.
Performance measurement
Access easy-to-read reports and dashboards that show how quickly requests are resolved, citizens' feedback, and your team's performance.
Trusted by +
organizations globally
Zoho collaborates with CGI, Dubai, for PBSK service enhancement. This partnership represents a significant milestone in embracing digital transformation by integrating Zoho CRM and Zoho Desk to streamline user interactions, monitor progress, and provide timely updates. The PBSK Helpdesk team can efficiently process user requests and communicate seamlessly via email, chat, and phone.
Dr Aman Puri
Consul General of India,
Dubai and Northern Emirates, UAE
Digital governance made
simple and effective
Easy
configuration
Zoho Desk's thoughtfully designed workspace and intuitive UI helps you get started effortlessly.
Scalable with
your needs
Handle fluctuations in request volumes while maintaining performance and service standards.
Accessible
by design
Our help center and officer's workspace is complaint with WCAG requirements simplifying providing and receiving help.
Integrates with
your tech stack
Stay connected with the tools you already use by integrating with 300+ applications.
Deliver impactful service
increase in first contact resolution.
faster response
time.
increase in
CSAT score.
* Metrics reported by our customers through an internal survey.
Built for government security standards
Zoho Desk aligns with applicable data regulations while providing full control over data residency through secure regional data centers.
Simplify citizen request management with Zoho Desk
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