SysGroup accelerated ticket resolution with unified support and targeted AI deployment

Overview

SysGroup implemented Zoho Desk to unify its support operations and leverage the platform's advanced AI assistant, Zia, to automate high-volume ticketing workflows.  

The company

SysGroup is a UK-based technology leader that helps businesses modernize using AI and digital tools. Listed on the London Stock Exchange, they provide end-to-end IT solutions, from cloud computing and connectivity to cybersecurity and data analytics.  

With over 18 years of experience and partnerships with giants like Microsoft and AWS, SysGroup focuses on making technology secure, scalable, and easy to manage for a diverse range of customers from small businesses to large enterprises.  

The challenge

SysGroup needed to consolidate internal systems and manage a high volume of incoming support requests—averaging 2,000 to 3,000 tickets per month. Roughly half of these were automated monitoring alerts from data centers and customer sites, while the rest were manual customer service requests. Mark Spear, Head of Business Transformation, at SysGroup, led the process of implementing Zoho Desk to address these challenges.  

The solution

The company implemented Zoho Desk to streamline ticket management, automate routing, and leverage AI for faster response times.  

Ticket handling and escalation process

Tickets sent to the support email address are automatically routed into the first-line queue, where they are picked up by a service desk consultant. If the first-line consultant can resolve the issue, such as setting up a new user or resetting a password, they handle it directly. More complex issues are escalated to second-line or third-line queues for further investigation and resolution.  

For larger, high-value customers, SysGroup applies assignment rules in Zoho Desk to bypass the standard queue and route tickets directly to a dedicated specialist, often within the third-line team, who has in-depth knowledge of the customer’s specific environment.  

For the past six months, the first-line agents have been using Zia to formulate the initial response, which saves them time and increases their efficiency. This targeted use of generative AI helps save time while ensuring trained human agents are still in control of customer-facing interactions to maintain high service levels.  

Integration between Zoho Desk and Zoho CRM

SysGroup uses Zoho Desk for its pre-sales team. When an account manager identifies a technical need, they click a custom button in the CRM that triggers a ticket in the Desk's pre-sales department. A Blueprint then guides the pre-sales engineers through a structured process to ensure all necessary documentation is gathered.  

Asset management and procurement: The company uses the CRM's assets module to track licenses and SSL certificates. When an item is about to expire, it automatically creates a task for the Procurement team to buy a renewal and raises a ticket in Zoho Desk for the service desk to install it. They are currently working on further automating this process so the system can buy and trigger installation without human intervention.  

Some of the other features that have been actively used by SysGroup:

• Automated ticketing: Integrated monitoring systems with the data centers and customer sites automatically raise tickets for any issues (e.g., a server running out of memory).
• Departmental use: Beyond IT support, Zoho Desk is also used by the People and Culture (HR) and Pre-sales teams to manage internal workflows, with separate departments set up within Zoho Desk to ensure clear categorization and efficient handling of requests.
• Workflow Blueprints: Pre-sales teams use Blueprints to ensure all technical documentation and processes are followed consistently.

Benefits & ROI

• Efficiency gains: Using AI for "level zero" responses allows agents to validate and send pre-written emails, saving significant manual effort.
• Accurate customer insights: Sentiment analysis provides immediate feedback on customer satisfaction levels.
• Enhanced customer service: By routing tickets from high-priority customers to the right person, SysGroup ensures faster responses and a higher level of service quality.