Engage Users with Easy Reads

Hello to Our Users in the Zoho Desk Community!

The Knowledge Base (KB) has always been a treasure chest of valuable information, helping users understand products and services and navigate through them with ease. Each of us interact with the knowledge base in our own way, whether it’s creating content, managing articles, or scrolling through to find solutions or answers.

The Challenge: Engaging Users with Step-by-Step Guides  

Let’s face it: Setup instructions, guidelines, and how-tos often come with long, overwhelming details. Users might not have the patience to read through detailed manuals. However, a well-structured knowledge base remains a powerful asset for enhancing self-service in today’s fast-paced world.
How can you make the much-essential Knowledge Base creative, engaging, and rewarding for your user?

We live in an era of quick videos and instant answers. Short content dominates social media, providing bite-sized insights in seconds. So, how do we motivate users to stick around and read detailed step-by-step instructions?

This week’s episode is all about making your Knowledge Base a hub of quick solutions.

When customers are facing issues, they don’t want to sift through lengthy articles.

They want quick answers. So, how can we make long reads smoother and more rewarding?

Here’s where the magic of Insert Options comes into play!

I. The Magic of Insert Tab and Accordion  

The Insert Tab and the Insert Accordion are available within the Insert Options of the Zoho Desk Article Editor. Let’s break down on how they can transform your articles.

1. The Insert Tab  

Think of it as a set of labeled cards that users can flip through.

• Instead of one long wall of text, break it into smaller, digestible pieces.
  
• Users can switch from one tab to another with a single click.
  
• It provides an intuitive experience, helping users overcome the overwhelming feeling when searching solutions.
  

Quick Tip: Use Tabs when explaining multiple processes or providing comparisons.

2. Accordion Tab  

Just like an accordion expands and contracts, this feature allows users to reveal content gradually.

• Each section expands only when the user needs it.
• Short snippets of information reduce visual clutter.
  
• It offers a clean and organized reading experience.
  
• Users get a subtle sense of accomplishment as they complete each section.
  

Quick Tip: Use Accordions for FAQs, troubleshooting guides, or any article with multiple subtopics.

With tools like Insert Tabs and Accordions, even complex solutions become simple and engaging. Every step closer to the answer gives your users a delightful, rewarding experience.

II. Seamless Navigation with Links and Suggested Articles  

Imagine a user reading through your article when they realize they need a bit more context. Instead of opening a new tab to search for information, you can guide them effortlessly using:

A.Insert Link  

• Hyperlink relevant content within your article to keep users engaged.
  
• Users can click on related articles to read supporting content that enhances their understanding and helps them solve issues.
  
• Connecting step-by-step guides with supporting resources saves time and reduces frustration.
  

In case you would like to remove the hyperlinks in the text, you can use the Remove Link.

B. Tags  

Tags help in linking the article with related Articles on the Knowledge Base. When you add the right tags to the article, Zoho Desk automatically suggests related articles on the right side of the screen. Users can switch over to the next article for more information when needed.

Quick Tip: Use tags wisely to ensure relevant suggestions pop up when users are looking for additional information.

III. Visuals & Videos  

a. Insert Image  

Visuals are captivating and educate users quickly. The Insert Image feature allows you to insert images from your local storage or the images uploaded in the KB gallery.

Refrain from copying images from another webpage, as formatting and coding differences may lead to broken images.

b. Embed Link

With the Embed Link feature, you can bring your tutorial videos directly into the article. Just insert the video link, and voilà! The video can be played within the article.

Pro Tip: Embed videos for complex processes or troubleshooting guides.

Users often find visual demonstrations easier to follow, like the example below:

c. Insert Table: Capture Data at a Glance  

Ever wondered how you can present data in a clear and concise format? The Insert Table option in the Zoho Desk Article Editor is your go-to solution.

• Tables allow users to categorize information, compare data points side by side, and highlight key insights using formatting options.
  
• Customize your table with bold headers, color highlights to differentiate sections, and alignments and borders for a polished look.
  

Pro Tip: Use tables to summarize FAQs, product comparisons, troubleshooting steps, or pricing information. It’s the best way to simplify complex information and deliver it at a glance!

Got a Knowledge Base article to optimize? Go ahead and make it brilliant! Empower your users with clear, engaging content because a well-crafted Knowledge Base doesn't just provide answers, it builds confidence. Let's make every article towards customer success!

• Topic Participants

• Lydia | Zoho Desk

  

• Sticky Posts

• Register for Zoho Desk Beta Community

  With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features

• Share your Zoho Desk story with us!

  Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 

• Tip #1: Learn to pick the right channels

  Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal.  When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues. 

• Welcome to Zoho Desk Community - Say hello here!

  Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined here

• Webinar 1: Blueprint for Customer Service

  With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing

• Recent Topics

• Internally created tickets

  Hi there When tickets are created internally on-behalf of customers - there is nothing to show that the ticket was created by an internal agent. This means, that it's easy for our agents to confuse tickets which were created by internal team members and

• Automatically change website passwords

  Hi everyone, We just switched to a Professional package to also use the "Automatically change website passwords" function. But I cannot find anything about it, how to use it, anywhere. Does anyone know how I can use this function? Best, Caspar

• Change Invoice Prices for an Effective Date

  Hi, It would be a really good feature to be able to change the prices on invoices/recurring invoices from an effective date in the event of price increases. For instance, I am in the process of increasing prices that will be effective from a specific

• "Other Current Asset" accounts as "Paid Through" accounts in Expense

  It would be incredibly useful to be able to assign accounts of type Other Current Asset as Paid Through accounts in Expense. Currently, Other Current Liability are permitted as Paid Through Accounts. This makes sense, as Credit Cards are current liabilities.

• Multi column open text questions that allows respondents to add rows for additional information

  I need to create a question that has 2 columns with open text, but I also need to allow respondents to click a "+" button, or something similar, so that they can add additional information if they choose to. I've tried using the Multiple Textboxes type

• Bot Filtering & Apple Mail Privacy Protection Compliance in Zoho Campaigns

  Dear Campaigns Users, The wait is over! We’re excited to announce that the enhanced bot filtering feature is now live in Zoho Campaigns. This update brings greater accuracy to your email campaign reports by distinguishing real user engagement from automated

• Découvrons les détails qui simplifient vos journées de travail avec Trident

  Nous nous installons dans des routines efficaces et rodées avec le temps. Chaque matin, nous ouvrons nos e-mails, passons aux messages, consultons notre agenda, puis attaquons nos tâches. Ce processus nous semble maîtrisé, mais est-il réellement optimisé

• Issue with Purchase Rate Showing as “0” After Importing Items List

  Dear Zoho Books Support Team, Good day. I’m reaching out regarding an issue I’m facing while importing my items list into Zoho Books. Despite mapping all fields correctly and including the purchase price for each product in my Excel file, the Purchase

• API for Task Entity in Zoho Books

  I’m working on automating task creation in Zoho Books via a custom button in the Bills Module. The goal is to create a task in the Tasks Module and assign it to the Finance Team, so they can track progress efficiently. While reviewing Zoho Books documentation,

• create invoice in zoho books from the zoho forms

  Is there a native way to have create invoice in zoho books, when zoho form is completed?

• Email undelivered

  GOod Day I am always receiving an uncategorized-bounce to my email. I am not sure why this is happening.

• Add inventory_valuation_method to items endpooints

  To ensure consistent item creation it would be helpful to have the inventory_valuation_method (FIFO vs WAC) be able to be set at item creation or as an update (consistent with current behavior where it is not allowed for items with existing transactions)

• Use Zoho to send sales receipts for Gocardless transactions

  I've been using gocardless for years and have d/d mandates set up on there. Each week we get bulk payments from customer d/d's. However, we need to send sales receipts to these customers. So I know I can sync mandates into Zoho, and then I can set up

• Zoho - Gocardless sales receipts

  I've been using gocardless for years and have d/d mandates set up on there. Each week we get bulk payments from customer d/d's. However, we need to send sales receipts to these customers. So I know I can sync mandates into Zoho, and then I can set up

• Introducing Rollup summary in Zoho CRM

  ------------------------------------------Moderated on 5th July'23---------------------------------------------- Rollup summary is now available for all organizations in all the DCs. Hello All, We hope you're well! We're here with an exciting update that

• Introducing Connected Workflows in Zoho CRM for Everyone : Free Your Teams to Focus on What Matters

  Hello Everyone, We’re thrilled to introduce the next big evolution in Zoho CRM for Everyone -- Connected Workflows. This new feature builds on our commitment to deliver a CRM that’s truly inclusive, adaptable, and designed for consistent collaboration

• Cooling-off Period Just Got Better: More Coverage, More Control

  We’ve enhanced the Cooling-off Period feature in Zoho Recruit to give you more control over repeat applications and referrals. This helps you maintain a cleaner, more efficient recruitment pipeline. With this enhancement, you can: Prevent duplicate candidate

• Revenue Management: #7 Revenue Recognition in Construction & Real Estate Industry

  If you are in the construction or real estate business, you are used to long project timelines and progressive invoicing to keep up with your billing. But when does revenue get recognized? Will it happen when the contract gets signed? At different milestones

• TikTok (and other social platform) Messages and comments of the past

  When I link a social channel, Zoho will show in "Inbox", "Messages" and "Contact" sections the interaction done in the past? (comment, messages...)

• Restrict Employee mail deletion

  Dear Zoho, Is there a way where i can restrict my employees to delete any mails from their account

• 554 5.1.8 Email Outgoing Blocked.

  Hi guys, I just singed up for mateusz.nowicki@zoho.com mail and I can't send any mails.. Why? Everytime I try to send something I got error like the one in the screenshot. Please, help me.

• Zoho IP blocked by SpamHaus

  ERROR CODE :550 - 5.7.0 Your server IP address is in the SpamHaus SBL-XBL database, bye

• File Upload in Creator's Subfrom

  Hello Sir/Madam, Here is a Problem......... Scenario: In CRM One Custom Module (Payments) have one File Upload Field now we have to Upload that File into Creator's Custom Form (Documents) have one Subform (Documents) in Document Upload Field using Deluge

• Trigger workflow base on email clic

  Searching the help and forum, I see that there were workflow trigger rules based on email. But now, I can't find this type of trigger when I create a custom workflow. What I'm looking for would be to automate the sending of an email for a new prospect,

• Bigin Form Acknowledgement

  How to troubleshoot and find out why form acknowledgement is not sending emails after form submission?

• Zoho Mail POP & IMAP Server Details

  Hello all! We have been receiving a number of requests regarding the errors while configuring or using Zoho Mail account in POP/ IMAP clients. The server details vary based on your account type and the Datacenter in which your account is setup. Ensure

• Ever since the new Android App udpates notifications are not working

  notifications are not working for the app is its closed I followed the tutuorial to the notificaction fixed and everythig seems to be right but notifications are not workig

• Zoho Analytics & Zoho Desk - but not all desks

  I have several desks in our company and one of those is used by our HR department. I want to bring through the data to the shared Zoho Analytics workspace - except for the HR desk. Can this be excluded at data import stage ?

• Incoming Emails Not Showing Up in Zoho Inbox

  Hi - I have my Zoho email account set up to forward a copy of all incoming emails to a secondary Gmail address, whilst retaining the original email in the Zoho inbox. However, all my incoming emails are currently not showing up in my Zoho inbox, so I'm

• Unable to Create Zoho Booking via the Book Appointment API

  Its giving the below error {     "response": {         "errormessage": "Error setting value for the variable:customer_details\n null",         "status": "Error"     } } Request: POST Url: https://www.zohoapis.in/bookings/v1/json/appointment attached Zoho-oauthtoken

• SHEET - Send email when a cell changes

  I would like to create a custom function for Zoho Sheet that triggers when a paticular cell changes to a specific value. This would result in sending an email to a recipient (this would be an address that remains the same and included in the script). Example: = IF(N4= "Drafted", <>EmailFunction) 1)     Cell N4 changes to "Drafted" 2)    Email is sent to recipient            or alternatively 3)    Post to chat channel I have found the Custom function editor in Sheet. I am not bad at scripting, but

• 【開催報告】 福岡 ユーザー交流会 2025/8/8（金）

  皆さま、こんにちは。コミュニティチームの中野です。 8/8（金）に、福岡 ユーザー交流会を開催しました。 本投稿では、その様子をお届けします。当日の登壇資料などもこちらに共有しますので、参加できなかった皆さまもご参照ください。 今年初の開催となる福岡 ユーザー交流会では、CreativeStudio樂合同会社 前田さんによるZoho CRM / Sign / Survey の事例セッションのほか、 Zoho社員セッションでは、Zoho Forms の活用法を解説。 さらに、「見込み客・顧客データの管理/活用方法」をテーマに参加者同士でZoho

• no me llegan los correos a Zoho mail

  No puedo recibir correos pero sí enviarlos, ya hice la modificación de MX y la verificación de teléfonos, qué es lo que ocurre? gracias

• Error: Invalid login: 535 Authentication Failed

  I have used zoho with nodemailer. const transporter = nodemailer.createTransport({ host: 'smtp.zoho.com', port: 465, secure: true, auth: { user: 'example@example.com', pass: 'password' } }); While sending the mail, it shows the following error: Error:

• Zoho Renewal

  Hello, If I am not going for zoho email renewal. will i get back my free zoho account? and if yes then is it possible to get back my all free user. how many user get back 10 or 25?

• Not reciving emails

  Apparently i cannot recive emails on my adress contact@sportperformance.ro I can send, but do not recive. The mail i'm trying to send from mybother adress gets sent and doesn't bounce back... but still doesn't get in my inbox. Please advise

• Not receiving MailChimp verification e-mail

  It seems that their verification e-mails are blocked. I can receive their other e-mails, but not their verification of domain ownership e-mail. I've checked and double checked how I typed the e-mail, using different e-mails (my personal e-mail can receive it), white listing the domain and all that is left is for the IP's to be white listed, but I don't have that power.  If a staff member could take a look at this -> http://mailchimp.com/about/ips/ And perhaps white list them for me, that would be

• Creating my 2nd email account

  After creating my first email address, I decided to get another email address. I would like to use this new address as the primary address too. I don't know how to set it up there doesn't seem to be an option for that

• Cannot - create more email account - Unusual activity detected from this IP. Please try again after some time

  Hello, I come across the error message in Control Panel. Unusual activity detected from this IP. Please try again after some time and i cannot create any more users We are an IT company and we provide service for another company Please unlock us.

• "Unable to send message;Reason:553 Relaying disallowed. Invalid Domain"

  Good day. When I try to send mail through ZOHO mail I get the following error : "Unable to send message;Reason:553 Relaying disallowed. Invalid Domain" I need help with this. My zohomail is : @eclipseweb.site Thank you,

• Next Page