Access and Use Knowledge Base Articles in Zoho Desk's iOS App
A help center is a self-help and learning platform built by the company, service, or a business provider for its customers. It empowers the customers to resolve their inquiries by referring to the knowledge base resources. These articles provide solutions to common issues and updates about new features, helping users quickly resolve problems without needing to contact support.
The knowledge base in the Zoho Desk iOS app allows users to view the help center articles directly within the mobile application. This mobile access speeds up the support process by making relevant information readily available on the go.
For example, a field technician troubleshooting a hardware installation can quickly search through the knowledge base on the Zoho Desk app to find the relevant setup guide, reducing resolution time while on site with the customer.
Agents can use the knowledge base module in the mobile app to:
- View detail article information including the comments, attachments, and feedback. They can also reply to comments or close feedback, depending on the user permission.
- Publish the drafts they have created
- Delete articles they have created
- Translate and view the articles in the supported languages
- Create tickets from the feedbacks to track any issue raised
Navigating Categories, Sections, and Subsections
Within each category, by tapping on Sections, agents can change the sections and subsections to view the list of articles under it.
Viewing Article Statuses
Articles can be categorized by their status, such as published, my articles, all drafts, all drafts, and in review.
The option to send an article for review can only be set in the web application. Read to know more about adding KB reviewers.
The view list can be customized in the web application. The setup will be reflected in mobile.
To change the article status view
1. Tap on the more icon and select the status
Filtering articles
Agents can filter the list of articles by:
- Visibility: Show articles that are visible only for agents or registered users or all users.
- Expiry: Filter articles based on their expiry status. Users can choose the filter for articles expiring today, in the next seven days, or in the next thirty days.
- Translation Status: Filter articles based on their translation status such as untranslated articles, translation in progress, failed translation, outdated translation and updated translation.
Sorting articles
- Created time: Sort the articles by time or the order in which they were created.
- Modified time: Sort the articles by the time they were last modified.
Searching articles
Agents can search for the required articles using the necessary keywords in the Search bar.
Viewing article in different languages
Agents can filter and view the list of articles available in the supported languages by tapping the language icon.
Viewing article details
Tap an article to open its detailed view.
The article detail screen displays the title, content, and includes sub-tabs such as:
- Comments: View comments posted by users and agents.
- Attachments: See the files uploaded by customers.
- Feedback: Review feedback submitted by users.
- Insights: Check likes, dislikes, views, and comments statistics.
- History: Track changes made to the article over time.
Agents can view the languages in which the article is translated through the translate icon. If an article is not translated, a notification will appear.Agents can delete or unpublish the articles from the article detail page using the more icon. Users can also like or dislike the articles.
Managing article feedback and comments
Users can submit feedback on articles directly from the help center and agents can resolve these feedback by providing resolutions from the mobile app or convert them into new tickets manually. Users can also add comments to the articles which will also be converted into tickets.
- Comments posted by users may require moderation before they are displayed in the article publicly. Moderators can approve or reject comments to maintain quality and relevance.
- Comment moderation can be set only using the web application. Learn more about managing comments. Agents can moderate the comments in the mobile app.
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