Our small business is ready to automate daily customer-touch points inside Zoho CRM and Zoho Desk. I already have both apps active; what I need now is a structured set-up that lets the team stop worrying about manual follow-ups and start focusing on service. Ticketing in Zoho Desk — Automated ticket assignment based on department and priority — Built-in customer feedback collection after resolution — Clear ticket-escalation paths with SLA timers — A Kanban Board view for at-a-glance status tracking — Statistics dashboards so I can pull progress reports for weekly meetings Email & Mail Merge Within Zoho CRM I want reusable, on-brand customer follow-up email templates, all wired to the native mail-merge feature so personalised fields (name, case ID, renewal date, etc.) populate automatically when we click Send. Reminders System Set up workflow rules that alert reps via email, pop-up, or mobile push when: • a new ticket goes untouched for X minutes, • a follow-up email hasn’t been answered within two days, and • any escalated issue approaches its SLA breach threshold. Everything should live inside Zoho’s own automation tools—no third-party plugins—so that future changes stay easy. I’ll provide brand assets, current CRM layouts, and sample data the moment we start. Acceptance is simple: if my staff can create a ticket, see it flow through the Kanban board, receive the right reminders, and send a personalised follow-up email in under five minutes, the job’s done.