Overview
Teachmint chose Zoho Desk to be its technology partner to adopt a proactive approach in their customer support operations, save time and improve efficiency.
The company
Teachmint is a global classroom technology company empowering educators and institutions across 50+ countries. With over 20 million users and availability in 17 languages, Teachmint supports institutions across K–12, higher education, and academic coaching in managing all their classroom needs.
At the heart of their classroom technology is Teachmint X, a Google EDLA-certified, AI-powered digital board for teaching built with next-gen hardware for connected, future-ready teaching. It integrates Teachmint’s proprietary innovations into one seamless solution:
- EduAI – An AI-powered, intelligent personal teaching assistant.
- Teachmint Interactive Whiteboard – A dynamic digital whiteboard designed to combine intelligence with usability, enhancing real-time classroom engagement.
- Connected Classroom App – A unified platform to plan lessons, teach, manage devices, and streamline classroom workflows.
Together, these innovations are transforming education delivery—making classrooms more efficient, engaging, and prepared for the future.
The challenge
How important is customer support to an ed-tech company like Teachmint?
Customer experience is at the heart of everything Teachmint does. Since the organization works closely with schools and teachers, it is important for them to ensure that their customers not only receive the right solutions but also feel supported at every step. According to Teachmint, a positive experience builds trust, makes adoption easier, and creates a real impact in classrooms.
Requirements while looking for a customer ticketing system
When Teachmint began evaluating customer support platforms, the key requirements were ease of use, scalability, and cost-effectiveness. The team was looking for a solution that could streamline training and support requests, enable efficient issue tracking, and ensure seamless communication with customers. Although they had been using another leading ticketing platform earlier, the team determined that Zoho provided the right balance of features and affordability, and they decided to make a switch.
Evaluation
During the evaluation process, the team considered other alternatives before finalizing their decision to use Zoho. The features that influenced Teachmint’s decision to adopt Zoho Desk included its ease of use, robust ticket management system, and automation capabilities that allow requests to be handled more efficiently.
The ability to customize workflows to match the organization’s training processes, along with seamless integration with other Zoho products, also made it a perfect fit. Most importantly, it delivered all these advantages at a far more cost-effective price point. Once the rollout is complete, the team expects the adoption rate of Zoho Desk to reach 100% because of its ease of use.
The solution
Everyday features that improve the team's productivity
We rely on several Zoho Desk features every day, including assignment rules, Blueprints, workflows, and SLAs. Assignment rules ensure tickets are routed to the right agents automatically, while workflows help us automate repetitive tasks and save time. Blueprints give us a clear, structured process for handling tickets, and SLAs keep our team on track with response and resolution timelines, helping us deliver a consistent experience to our customers.
Workflows to simplify ticket management
Teachmint has set up multiple workflows in Zoho Desk to streamline ticket management. For example, installation-related emails are automated so that, based on specific fields, customers instantly receive the appropriate communication. The team also integrated agents’ Gmail accounts with Zoho Desk, ensuring that every meeting recording email automatically generates a ticket. To maintain a clean and efficient system, workflows were created to auto-close these tickets once the recordings are shared. These automations have significantly reduced manual effort and ensured faster, more consistent communication with customers.
Social channels for easy communication
The company uses multiple support channels within Zoho Desk, including a dedicated phone number, support email ID, Google Forms, and a calling platform, all of which are seamlessly integrated. These integrations ensure that every customer interaction—whether it comes through calls, emails, or forms—is automatically captured in Zoho Desk as a ticket and routed to the appropriate agent.
Workflow standardization through Blueprints
The team has created two Blueprints in Zoho Desk, one for Customer Support and another for OMC. In Customer Support, the Blueprint is designed around the status of the ticket, ensuring that each stage of the resolution process is completed. This approach brings greater structure, consistency, and accountability to the workflow.
Supervise rules and schedules to eliminate confusion
The customer success team used layout rules within Zoho Desk to ensure that each team only saw relevant fields to reduce confusion and streamline decision making. The team is also in the process of implementing the Schedule feature to automate recurring tasks, such as sending reminders and follow-up emails. This will help save time and ensure greater consistency in customer communication.
SLAs to enhance their customer experience
SLAs are used in Zoho Desk by mapping them to different ticket types. For instance, high-priority tickets such as installation or training requests are assigned shorter response and resolution timelines, while general queries follow a different SLA. This structured approach ensures that each type of customer issue is handled with the appropriate level of urgency and consistency.
Multi-department ticketing for dedicated support
Teachmint follows a multi-department ticketing process where each department manages its own tickets independently. To maintain focus and ensure data security, departments do not have access to view one another’s tickets. This structure ensures that every ticket is addressed by the appropriate team, which enables Teachmint to deliver more efficient and focused support operations.
Email-based ticketing for accurate query routing
Teachmint uses the email ticketing feature in Zoho Desk by assigning unique email IDs to each department. Whenever an email is sent to one of these addresses, Zoho Desk automatically generates a ticket and routes it to the respective department, ensuring that no query is overlooked and each ticket is handled by the right team.
By centralizing all email communications into the ticketing system, Teachmint gains better visibility, accountability, and reporting across departments.
Integrating applications for unified support
Zoho Desk has been integrated with several applications to strengthen Teachmint's support operations and improve efficiency:
- Jira – Integrated with Zoho Desk to track bugs or feature requests linked to specific tickets, ensuring timely updates and better collaboration between support and development teams.
- Google Forms – Customers can fill out training request forms, which automatically generate tickets in Zoho Desk. This allows the team to follow up efficiently and ensures that no training requests are missed.
- Ameyo – Integrated to generate call-related tickets, provide a clear record of whether calls were made in relation to each ticket, and improve traceability.
- WhatsApp Integration – Enables the team to send messages directly to customers, making communication faster and more convenient.
Dashboards for real-time data
In Support, we rely on the default Zoho Desk dashboards instead of creating new ones, while other departments actively use customized dashboards. These dashboards help us monitor performance in real time by tracking SLA adherence, agent productivity, and overall customer experience. Having these insights readily available allows us to stay proactive and continuously improve our service delivery.
Benefits & ROI
How does Teachmint feel about their initial pain points?
Since implementing Zoho Desk, many of Teachmint’s earlier pain points, such as manually tracking requests and ensuring timely follow-ups, have been significantly reduced. The system has introduced greater structure and visibility into the support process. While the team is working towards full adoption, the challenges have shifted from basic organization to fine-tuning workflows and driving faster adoption across the team.
Early benefits and future expectations
We are still in the process of fully implementing Zoho Desk; however, we have already noticed improvements in how quickly requests are tracked and assigned, which is saving our team valuable time. We expect to see clear gains in efficiency, customer satisfaction, and retention once adoption is complete.
- Industry typeEducation
- Employees201-500
- Type of businessB2B
Looking forward
Teachmint has implemented Zia AI but is not actively relying on its functions yet. The team recognizes the potential of features such as tone prediction or custom predictions for escalations and resolution times and plans to explore opportunities to use them as support processes continue to evolve.
Their plans for customer support operations focus on making the process more proactive, faster, and scalable as the organization grows. The team aims to continue streamlining workflows, reducing resolution times, and ensuring a smoother experience for schools and teachers. Artificial Intelligence is expected to play a key role, particularly in predicting issues before they escalate, automating repetitive tasks, and enabling the team to deliver quicker and more personalized support.
Share Your Zoho Desk Success Story!
Complete a quick survey, and we’ll get in touch with you soon.
Submit your story