Ask the Experts 29: Knowledge Base, Community, and AI for smarter user education
Hi Everyone,
Welcome to Ask the Experts (ATE) 29, a live panel discussion.
Welcome to Ask the Experts (ATE) 29, a live panel discussion.
After the engaging text-based discussions in ATE 27 on onboarding and managing agents and ATE 28 on handling customer support with AI, we’re bringing you the next round of ATE in a webinar setting. ATE 29 will be hosted as a live video session where you can ask our panelists questions directly and get answers in real time.
Register using the links below | |
| India and the Asia Pacific | 12:30 PM–2:00 PM (IST) |
| US, Canada, and Latin America | 9:30 AM–11:00 AM (PST) |
A strong support experience goes beyond just handling tickets. Your Knowledge Base and Community play a major role in helping customers find answers faster, enabling support teams with accurate information, and powering AI assistance through Zia and Answer Bot. Give your Knowledge Base the right structure and quality to provide meaningful insights, ticket responses, and recommendations with Zia.
Here are a few questions to get the discussion started:
- How can you structure and manage your Knowledge Base for customer self-service and better AI-powered support responses?
- What are the best practices for keeping Knowledge Base articles accurate, updated, and well-governed?
- How should you manage authors, moderators, and department-specific content within your Knowledge Base?
- How can you build an active and engaging customer community that contributes meaningfully to your support experience?
- Best practices to moderate community discussions, share announcements, and convert community posts into support tickets.
Community posts can be converted to tickets automatically by enabling the option 'Auto-convert posts to Tickets' from Setup → Channels → Community.
Why attend this session?
Build your knowledge base into a powerful resource for your customers, support reps, and Zia AI features in Desk. Make your online community an interactive support experience.
This ATE is an interactive discussion with experts on user education, the Knowledge Base, and Community modules. Present your use cases and get actionable ideas.
Whether you’re building your Knowledge Base from scratch, improving AI responses, or trying to create a thriving support community, this session will help you make better use of Zoho Desk’s capabilities.
This ATE offers two live sessions in different time zones.
Both sessions are webinar-based discussions.
Both sessions are webinar-based discussions.
Please register to be a part of this session.
Register to join the live ATE discussion
Bring in your use cases and challenges. Meet our panelists over the live session and get your answers.
Bring in your use cases and challenges. Meet our panelists over the live session and get your answers.
Like and follow this post to be notified of the discussions happening in the Ask the Experts session. We're looking forward to a lively discussion with you.
See you at the session,
Lydia | Zoho Desk
Access your files securely from anywhere
Centralize Knowledge. Transform Learning.
All-in-one knowledge management and training platform for your employees and customers.
New to Zoho Recruit?
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
Lydia | Zoho Desk
Sticky Posts
Ask the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices
Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our forums; wherein a panel of experts will take on questions specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer anyAsk the Experts 7: A 5-hour online Q&A on Telephony and Call Module
Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.Ask the Experts 5: Online Q&A on Zoho Desk Extensibility
Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.Ask the Experts 4: A 5 hour online Q&A on agent productivity
Welcome to Ask the expert session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.Ask the Experts 3: A 5 hour online Q&A on reports and dashboards
Welcome to Ask the expert session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
Why don't Zia agents support file uploads?
I am trying to build a Zia Agent that allows uploading of a PDF file and uses the GLM5 model to process it and extract information. But agents.zoho.com has no way to enable file uploads on the agent. Additionally, GLM5 based agents keep outputting theirZia Agent built in ChatKit UI does not render markdown
Hi, You have a major shortcoming in the Zia Agent UI. The test UI that is embedded in agents.zoho.com allows you to test the agent has full support for rendering markdown, but your ChatKit UI does not have support for rendering markdown. If I embed itHow to use Zoho Billing info in a workflow
We have Zoho Billing and CRM sync'd and the Billing info appears as expected for each Account in Zoho CRM, including subscription status, plan type etc. But how can we use this in a workflow? Thanks DylanZoho Forms - Failed CRM Sync Improvement
I'd like to suggest an enhancement to the Zoho Forms and Zoho CRM integration. Currently, once a form entry has been submitted, there is no simple way to push that individual entry to CRM again if needed. Before anyone mentions it, I am aware that theWill I see emails sent via campaigns in CRM?
It would be useful for people to be able to see emails sent via campagins in Zoho CRM is that possible?Cliq iOS can't see shared screen
Hello, I had this morning a video call with a colleague. She is using Cliq Desktop MacOS and wanted to share her screen with me. I'm on iPad. I noticed, while she shared her screen, I could only see her video, but not the shared screen... Does Cliq iOS is able to display shared screen, or is it somewhere else to be found ? RegardsZoho Books | Product updates | June 2026
Hello users, Welcome to this month's roundup of what's new in Zoho Books! We have an exciting line-up this time. The highlight is the launch of the all-new France Edition with full ISCA compliance. We're also introducing features such as Layout RulesEnhancement in Zoho CRM: Introducing New Return Types for String Fields Based on Character Length
Dear Customers, We hope you’re well! In Zoho CRM, formula field with string return type is used in various scenarios where text is involved like concatenating customers’ first and last names, trimming characters from texts, performing find and replaceGLM 5 not available
Hello, I am trying to setup a Zia Agent using agents.zoho.com. The settings says that GLM5 is among the list of free zoho hosted models available. However, when I try to setup an agent and pick a model from the list only GLM 4.7 Flash is available. HowCanvases Auto-Skewing/Adding Scroll Bars When They Were Not There Prior
Is anyone else noticing rendering issues in their canvases today? It seems to be mainly icons which now have scroll bars added which makes them all look off, though some fields seemed to revert to squished length as well. Were the icons replaced withSupervisor Rules --> Custom Function
Hello, currently I can't add a custom function to a supervise rule. Is there a reason for this? Background: We have BluePrint managed tickets and actually we have a Supervise rule which should set the ticket to "closed" after 168 hours since the lastVault Chrome Extension Asks for Master Password every single time
Is this supposed to be a feature, or is this a bug? My assumption is that it's a bug, because every time I click on the Extension, there is a red exclamation mark/notification on the Zoho Vault extension. Is the idea with the Extension that I have toWhat's New in Zoho Inventory | April & May 2026
Hello users, We're excited to roll out the latest Zoho Inventory updates for April and May 2026. These enhancements are designed to make your daily operations smoother and more efficient, from advanced inventory management and flexible pricing to automatedAbility to Use Both AND and OR When Creating Rules (Advanced Conditions)
I'd like to be able to use more complicated logic when setting up rules. E.g. in Zoho Mail, I can choose "Advanced conditions (AND/OR) to create a rule that can be applied to multiple subject lines from the same sender. But in Zoho TeamInbox, I will haveHow to display Pick List values with vertical separation in Canvas
I have a Multi-Select Pick List whose values I would like displayed vertically. So far, I have only been able to figure out how to adjust the width and other sizing of the field itself or even how to wrap the values to the next line below. I am trying"Make online" not clearing previously downloaded files from disk
I downloaded a large folder via "Make offline" so I could copy it to another location. This worked. When I was done I hoped that "Make online" would restore it to the previous state where those files are not stored locally in TrueSync. This did not work—FinderPermission Denied for Worklogs URL
We're attempting to pull worklogs data from service desk plus and when using the below URL we are met with a message stating we do not have permission. https://sdpondemand.manageengine.com/api/v3/requests/xxxxxx/worklogs/ We used SDPOnDemand.requests.ALLAnyone in Australia using Zoho Books AND has their account with NAB?
Hi I have an account with both NAB and Suncorp. Suncorp transaction come in the next day however NAB transactions take 4-5 business days to appear. eg: A deposit made today in my Suncorp will be imported into Zoho tomorrow. A deposit made today to the NAB account will be imported maybe Saturday (Friday overnight). I have contacted both Zoho and NAB but noone seems to know why. I was just wondering if anyone else in Australia uses NAB and has this issue (or doesn't) maybe we could compare notes andPlease Make Zoho CRM Cadences Flexible: Allow Inserting and Reordering Follow-Up Steps
Sales processes are not static. We test, learn, and adapt as customers respond differently than expected. Right now, Zoho Cadences do not support inserting a new step between existing follow-ups or changing the type of an existing primary step. If I realizePartner with HDFC And Sbi Bank.
Hdfc and sbi both are very popular bank if zoho books become partner with this banks then many of the zoho books users will benefit premium features of partnered banks.#12 Never Leave a Billable Hour Behind
A client approves a website redesign project. The estimated effort? 40 hours. The project is going well. A few additional review meetings are scheduled. Several rounds of content changes are requested. A few "quick fixes" get added along the way. TheClose task on Completion Date entry
This discussion is similar to my issue: "backdated-task-completion-date" discussion Scenario: A bunch of tasks have been completed. But, they have not been closed. Time goes by You finally get around to closing those tasks Projects assigns the date theCan I add Conditional merge tags on my Templates?
Hi I was wondering if I can use Conditional Mail Merge tags inside my Email templates/Quotes etc within the CRM? In spanish and in our business we use gender and academic degree salutations , ie: Dr., Dra., Sr., Srta., so the beginning of an email / letterRecords from ATE 29: Knowledge Base, Community, and AI for smarter User Education
Hi Everyone, "Ask the Experts 29" was an engaging session, where we explored how to utilize the Knowledge Base for customers and internal teams, as well as emphasizing the importance of our Community. This post highlights the questions and use cases discussed,Deleted User Emails
I need to delete a user as I need to re-use their license, but I'd like to keep all their emails that are attached to various contacts in the CRM. Their emails are hosted externally on an M365 license. Anyone any idea how best to engineer this? TIAIts 2022, can our customers log into CRM on their mobiles? Zoho Response: Maybe Later
I am a long time Zoho CRM user. I have just started using the client portal feature. On the plus side I have found it very fast and very easy (for someone used to the CRM config) to set up a subset of module views that make a potentially extremely usefulZoho CRM upload files error
Since today, we have been experiencing issues with uploading photos to opportunities. The message indicates that the storage is full, but as far as I can see, there is still plenty of space available. Could there be an issue or a bug?Kaizen #246 - Incoming Lead Email Intent Detection using Zia Assistant API in Zoho CRM
Hello all! Welcome back to a fresh Kaizen week. In this post, we will explore how Zia detects positive intent from incoming emails in the Leads module using the Zia Assistant API along with Workflow Rules and Custom Functions in Zoho CRM. Use Case ProblemSmart URL Determination
I would like to see Vault implement some sort of "smart" URL determination. When one starts to add a new username-password combination from a new site, Vault brings in the exact URL of the page from which this is happening. All too often, it looks somethingRemoving To or CC Addresses from Desk Ticket
I was hoping i could find a way to remove unnecessary email addresses from tickets submitted via email. For example, a customer may email the support address AND others who are in the helpdesk notification group, in either the TO or CC address. This resultsTip #76- Exploring Technician Console: Quick Launch- 'Insider Insights'
Hello Zoho Assist Community! Welcome back to our Technician Console series. Last time we explored Power Options, and this time we are turning the spotlight on a feature that quietly saves you dozens of clicks in every session by getting you exactly whereMulti-Book Accounting Support in Zoho Books
Currently, businesses that operate multiple entities, regions, or divisions need to maintain separate Zoho Books instances or resort to manual consolidation processes. This creates significant operational friction and increases the risk of errors. PROBLEM:Automated Multi-Subsidiary Consolidation Engine in Zoho Books
For organizations managing multiple subsidiaries across different geographies or business units, consolidation is a quarterly/annual nightmare. Zoho Books lacks native consolidation tools, forcing companies to export data, manipulate it in Excel, andZoho Books | Product updates | April 2026
Hello users, Welcome to our April 2026 product updates roundup! Highlights include profit margin for sales transactions, insights in reports, recording deposits from undeposited funds in banking, and faster production workflows with improved assemblyUnable to charge GST on shipping/packing & Forwarding charges in INDIA
Currently, tax rates only apply to items. It does not apply tax to any shipping or packing & forwarding charges that may be on the order as well. However, these charges are taxable under GST in India. Please add the ability to apply tax to these charges.How to add packing & forwarding charge in purchase order & quotation???
Hello Zoho Team I have just started using Zoho for my company and I wanted to make purchase order. My supplier charges fix 2% as packing & forwarding on Total amount of material and then they charge me tax. For example, Material 1 = 100 Rs Material 2How to book GST paid in zoho books
hi, i am a new user to Zoho books and not able to book GST paid in books, kindly suggest how i can book it in books. thanks, siddharth[Bug] WebAuthn passkey registration blocked on rpIds with TLDs longer than 6 characters (.accountant, .technology, etc.) — isValidDomain regex too strict
Hi, Filing on behalf of an enterprise customer where Zoho Vault is deployed across the company. The Chrome extension blocks WebAuthn passkey registration on legitimate sites whose Relying Party ID (rpId) has a TLD longer than 6 letters. This affects everyZoho Payroll: Product Updates - H1, 2026
Over the last few months, Zoho Payroll has added updates that make payroll easier to process, review, explain, and manage for businesses. The most important improvements focus on payroll flexibility, gratuity tracking, employee self-service, reporting,Pushover Notification Module
Hello, it would be good if there would be a "Pushover" (https://pushover.net/) module besides the standard SMS module. Pushover is now very well known, especially in IT, and is becoming more and more popular. The biggest advantage are the customizableNext Page