Customer service teams work hard to deliver fast and reliable support for every customer. Service Level Agreements (SLAs) play a key role in this by clearly defining the terms, conditions, and expectations of the services provided.
But when SLAs must be activated manually for each new customer, the process becomes slow and error‑prone. Manual setup can delay support plan activation, increase compliance risks, and ultimately affect customer satisfaction. This is where the integration between Zoho Desk and Zoho Contracts makes a meaningful difference.
Zoho Contracts, a Contract Lifecycle Management (CLM) platform, streamlines the entire contract process—from authoring to execution to post‑execution management. When integrated with Zoho Desk through Zoho Flow, customers are automatically onboarded for support the moment their SLA becomes active in Zoho Contracts.
The challenges of managing SLA in Zoho Desk manually
Traditionally, once an SLA is signed, your support team must:
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Create the customer’s account in Zoho Desk (here’s an official SOP)
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Enter their contact information manually (and ensure everything is correct)
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Add the SLA (see how to add an SLA in Zoho Desk) and configure the support plan
This repetitive workflow is time‑consuming and vulnerable to human error, especially when managing large volumes of customers. Even a small mistake during onboarding can delay ticket handling and potentially lead to SLA breaches.
How the SLA in Zoho Desk + Zoho Contracts integration works
Trigger event
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An SLA in Zoho Contracts moves to the Active state.
Automated actions
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A corresponding account is created in Zoho Desk using contract details (name, email, address, etc.).
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The SLA and appropriate support plan are automatically applied to the account.
Result
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The customer’s SLA becomes active in Zoho Desk the moment the contract goes live, enabling support teams to respond to tickets according to the correct SLA and support plan without delay.
Benefits of this integration
With this automation in place, support teams can begin assisting customers immediately after a contract is signed. Manual onboarding tasks are eliminated, reducing errors, saving valuable time, and ensuring a smoother, more reliable customer experience.
As a trusted Advanced Zoho partner with certified support agents, we offer SLA-based support services tailored to your business needs. Get in touch to discover which Zoho support plan is the best fit for you.