Zoho Support Portal

Overview

The Zoho Support Portal is a custom-built Laravel application designed to bridge the gap between Zoho’s support backend and a user-friendly customer-facing interface. It enables seamless ticket management, knowledge sharing, and real-time communication between customers and support agents.

My Role

I led the development of the full-stack solution, including:

  • Building the backend using Laravel
  • Designing the frontend with Bootstrap and jQuery
  • Integrating with Zoho APIs for customer sync and ticket creation
  • Implementing secure customer authentication and ticket visibility
  • Enabling email-based ticket replies that sync back into the portal

Key Features

  • Admin panel to manage Knowledge Base, FAQs, and Zoho customer sync
  • Customers can:
    • View existing tickets
    • Open new tickets
    • Reply via portal or email
  • Agents respond via Zoho; customers see updates in the portal
  • Email notifications for both agents and customers
  • Historical SLA view showing resolution speed per request

Technologies Used

  • Laravel: Backend framework
  • Bootstrap & jQuery: Responsive frontend
  • Zoho APIs: Customer and ticket integration
  • MySQL: Data storage
  • Mailgun: Email notifications and parsing
  • Azure: Hosting

Outcome

The portal streamlined customer support by providing a branded, intuitive interface for clients while maintaining full compatibility with Zoho’s backend. It improved transparency, reduced support friction, and enabled asynchronous communication via email and web.