Assistance with Zoho Desk implementation

COMPANY: Storylines WEBSITE: [login to view URL] CONTACTS: Darren McDonnell - darren@[login to view URL], Alister Punton - alister@[login to view URL], as we are based in Australia, our usual availability is 8am to 10pm AEST. EXPERIENCE REQUIRED: Deep understanding of Zoho Desk and their new contextual Ai program ‘Zia’, and experience on the whole suite of Zoho products and G-suite. TIMEFRAME: Must be operational and effective within a week OVERVIEW: We use Zoho SalesIQ as part of our Soho CRM but wish to switch to Desk for all inbound activities. We currently receive one new lead every day but new ad campaign starting this week means hundreds of new leads per week likely. SalesIQ is already fairly well setup with ‘canned responses’ and a detailed list of FAQs answered. We require a smooth transition with no risk of effecting the remainder of our Zoho setup or discontinuing access to chat and help functions, whilst preparing for the large volume to come. BRIEF: Change default chat application from SalesIQ to Desk, deactivate SalesIQ without affecting remainder of Zoho. Resolve our problem with outgoing email from within Desk Confirm all previously created chat replies and articles accessible in Desk Advise how best to handle incoming email enquiry ticket creation. Existing marketing material uses sales@[login to view URL] for inbound, desk, and ongoing customer interaction. Should this be separated into different email addresses? Advise where we can maximise use of Desk in ways we may not have anticipated and shortfalls we may experience