Ask the Experts 18: Supercharge Self-Service: Simplify Support, Empower Customers!

Ask the Experts 18: Supercharge Self-Service: Simplify Support, Empower Customers!


Welcome to the Ask the Experts Session 18 focusing on Zoho Desk’s Self-Service features! With the AI buzzing around like busy bees, ever thought of how you can incorporate AI into Self service? Explore how Zoho Desk's Help Center, Knowledge Base (KB), Guided Conversations, ASAP, and Community can supercharge support with AI-powered solutions.

What's Ask the Experts (ATE)? 

Ask the Experts Session is a monthly online text-based discussion where you get the opportunity to connect with Zoho Desk technocrats and discuss the key modules and features related to the topic.
This time, we're looking forward to have a more interactive and insightful discussion. 
More than providing insights or answering questions, we want to hear from you too! Take this opportunity to meet the creators of Zoho Desk's Self Service modules.  

Delve deeper into the realm of Self service with AI 

Start the discussion with your ideas and real-time experiences.  Whether you seek advice on incorporating AI into your knowledge base, address hiccups, require implementation strategies, or want to learn new ways to enhance customer experience, Ask, Explore and Elevate your self-service game!

What Makes This Session Special?

Beyond the consistent support, we give you a chance to connect with the masterminds behind Zoho Desk’s self-service solutions. Our expert panelists have been the brains behind the making, building, and upgrading of these features to help your businesses offer efficient and smart support.

Meet the Minds Behind the Expertise!

Rajaram Iyyankalai
Rajaram, the mastermind behind Self-Service at Zoho Desk, drives success through his leadership, teamwork, and resilience, inspiring peers and empowering customers.
Kannapiran
A hands-on cricket coach for his son and a passionate badminton player, Kannapiran finds inspiration in innovating Zoho Desk's self-service features and driving AI into Self Service.
Chaya Jayasankar
Chaya Jayasankar, Tech Builder of Guided Conversation, specializes in building block for chatbots and conversations within Zoho Desk.
John Joshua
John Joshua is a seasoned expert in product training, data migration, and implementation, ensuring compliance with EU data regulations and processes.

Why Self-Service?

From self-checkout to online banking, self-service is now essential. In customer support, AI has made self-service smarter: powering chatbots, virtual assistants, and knowledge bases for instant, 24/7 support. AI-driven systems boost efficiency, reduce agent workload, and personalize interactions, creating happier, more empowered customers.
Join the Conversation! Live Expert Panel on March 20,2025 | 9:30 AM - 7:30 PM GMT
Start your discussions today. Our experts will be live on March 20 to connect, discuss, and brainstorm with you!

Live time slots corresponding to different time zones.
  • PST: March 20 ,2025,  01:30 AM - 11:30 AM
  • CET: March 20  2025, 10:30 AM - 08:30 PM
  • GST: March 20 , 2025, 01:30 PM - 11:30 PM
  • IST: March 20 , 2025,   03:00 PM - 01:00 AM (March 21, 2025)
  • AEDT:March 20 , 2025, 08:30 PM - 04:30 AM (March 21 ,2025)
Tell us how you use the Help Center, Knowledge Base, and Community in Zoho Desk. How has self-service improved your operations? What challenges have you faced?

Drop your questions, ideas, and experiences in the Comments below. Let’s simplify support and empower customers together!

    • 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 any

    • Ask 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.

    • Recent Topics

    • COD with Partial payment

      Two reasons why we need COD with partial payment option. 1) Since we deal heavy weight products our shipping costs are too high. If shipment is rejected by customer we incur huge loss. 2) Some competitors place fake orders with different names and return

    • Slicers are now available in Zoho Sheet—filter your data interactively

      At Zoho Sheet, we diligently track user requests and feedback. In line with this, based on extensive user requests, we've integrated Slicers to pivot tables and are delighted to announce its release. Slicers are interactive visual filters that have add,

    • Resizing a Record Template Background Inage

      Hi everyone, I have an issue which I can't seem to resolve: Basically, I'm designing a record template in certificate form. I've specified A5 landscape. I've set my background image the same dimensions with total pixels at 443,520. Whatever I try, when

    • Updated font library: New font styles and custom font options in Zoho Sheet

      Zoho Sheet's font library now supports 500+ font styles in 60+ languages! The updated font library is stacked with new font styles, and some of the previously available font styles have been replaced with equivalent options. There are two ways you can

    • Introducing Data Bars: Graphically represent changes in data within the cells

      Conditional formatting has helped millions of spreadsheet users analyze and highlight their data more efficiently. In addition to the classic rules, color scales, and icon sets available in Zoho Sheet, you can now apply Data Bars, a convenient method

    • Default Font Size in Desk

      How do I set my default font size in Desk? It takes me about 45 minutes to find the place to set it, then, when I sign out of Zoho and log back in, it's back to font 10 again. Seems like this would be simple, but like everything with Zoho, it's buried

    • Tip #19 - Create checkbox tracker in your spreadsheet

      Hello Sheet users! We are here with yet another tip to help you get the most out of Zoho Sheet. Spreadsheets can be used to handle a variety of tasks, but ever tried using checkboxes to track the progress of your action items dynamically? Here's a sample

    • Tip #20 - Three things you probably didn't know you can do with picklists

      Hello Zoho Sheet users! We’re back with another quick tip to help you make your spreadsheets smarter. Picklists are a great tool to maintain consistency in your spreadsheet. Manually entering data is time-consuming and often leaves typos and irregular

    • Per Level Approval for admins

      We need Process admins like Zoho CRM in Zoho Books for per stage approval Currently in books, admins only have the option for Final Approval But for example, in cases like when an employee is on leave, we can't just approval one level we only have option

    • Feature enhancement: Highlight rows based on a cell value

      Hello Sheet users, We're excited to announce a new feature enhacement, shaped directly by your valuable feedback! As you might know, conditional formatting is a great tool for anyone dealing with large data sets. Previously, if you’ve ever wanted to draw

    • Updating custom fields in Zoho Projects

      Hi I am wondering if anyone has experience with custom fields in Zoho Projects. I am struggling to update the field using either deluge or the api endpoint. My code is: //custom_Map = map(); custom_Map = {"UDF_DOUBLE_1":"0.27"}; update_Map = map(); update_Map.put("custom_fields",custom_Map.toList());

    • Markdown for Desk?

      Hi, my company wants to use markdown for formatting text in Desk (in all modules there, especially Tickets and Helpcenter). Zoho already offers use of markdown in several products (see https://help.zoho.com/portal/en/kb/backstage/microsite-guide/formatting-with-markdown/articles/formatting-with-markdo)

    • Change Currency symbol

      I would like to change the way our currency displays when printed on quotes, invoices and purchase orders. Currently, we have Australian Dollars AUD as our Home Currency. The only two symbol choices available for this currency are "AU $" or "AUD". I would

    • Calendar not working

      Are we the only ones. On any browser we cannot click on any of our calendar appointments and get them to open. They just make the browser loop. WE have reached out and have been told they are working on it. The office staff are really stuck. The point

    • Tip of the week #16 - Search and filter threads based on criteria

      Zoho TeamInbox lets you search and filter threads with any information that you have about the thread. You just have to input the criteria and Zoho TeamInbox will list all the threads that match the condition.   Firstly, there is a global search you can

    • WhatsApp Message Template Quick Reply Buttons

      Hello, I created my first Message Template to overcome the 24-hr messaging window and it was approved by WhatsApp/Meta. When I go to Meta, I also see that template brought from Zoho Desk, and used it via Zoho Desk IM. However, I notice that when in Meta's

    • Account in Quick View Filter

      I have a report that I often run against a specific Account. Every time, I have to go into the edit menu and change the Advanced Filter. I would prefer to use the Quick View Filter, but it does not allow me to use the one and only field that makes any

    • Collapsible Sections & Section Navigation Needed

      The flexibility of Zoho CRM has expanded greatly in the last few years, to the point that a leads module is now permissible to contain up to 350 fields. We don't use that many, but we are using 168 fields which are broken apart into 18 different sections.

    • Set Display for Numbers/Currency/etc with Client Script/Customization in Canvas List Page

      Is it possible to set a display mask for a number/currency field using Client Script or customization? I have custom fields that I would like to keep the decimal places for calculation purposes, but do not need them displayed to the user. So 101.3568

    • 136.143.188.51 blocked by spamcop

      Zoho mailserver seems to be blocked by spamcop. Cant send mail to my customer. Not sure what to do.

    • 🚀 WorkDrive 5.0: Evolving from a file sharing app to an intelligent content management platform: Phase 2

      Hello everyone, WorkDrive's primary focus has always been to provide an intelligent and secure content management platform, simplify collaboration, and be the central repository of files for all Zoho apps. In our previous announcement, we unveiled the

    • i keep see there is a connetion issue connecting 3rd party api on zoho when using zia

      hi there , i have set up open ai api to zoho zia (copied and pasted to zoho zia) but I keep getting notificaiton "there is a connetion issue connecting 3rd party api on zoho" when using zia on top when click zia and try to type in word there

    • Deleting Fields in CRM Deletes Views in Analytics

      Hey friends! I'm having some issues when we modify some fields within ZohoCRM. There are times where we need to sunset a field and eventually completely remove it. In these instances, it seems like a lot of views are removed in Analytics. This ranges

    • Booking outside of scheduled availability

      Is there a way for staff (such as the secretary) to book appointments outside of the scheduled availability? Right now to do this special hours must be set each time. There should be a quicker way. Am I missing something?

    • Zoho Desk Android and iOS app update: Access multilingual templates on the IM module

      Hello everyone! We have introduced multilingual templates on the IM module of the Zoho Desk mobile app allowing you to send IM template messages in translated versions. iOS: Android: Please update the app to the latest version directly from the App Store/

    • Does Zoho offer a full WhatsApp Marketing Platform (like WATI / GallaBox)?

      lm exploring WhatsApp marketing and I’d like to understand what options are available within the Zoho ecosystem. Currently, I see: Zoho SalesIQ has a broadcast option, but it seems very limited — for example, it doesn’t support uploading contacts via

    • Custom buttons

      Getting Error "You can only create 10 custom buttons per module" ! I already have more than 10 for 1 module before trying to create another. Is this a new restriction brought about by the all knowing what's best for businesses Zoho guru ? It would be

    • The Social Wall: October 2025

      Hello everyone, As we head toward the end of the year, we’re bringing you a few updates to help give your social media efforts a strong finish. This month, we’re rolling out new enhancements across both the web and mobile app. Post Preview Have you ever

    • Client Script | Update - Support for List Page (Canvas) and Notes

      Hello everyone! We are glad to announce two exciting updates in Client Script. Client Script support for List Page (Canvas) Client Script support for Notes These open the door to more dynamic and interactive customizations! 1. Client Script support for

    • Pincode Based Pricing

      We want to give extra discount to customers within city limits because our shipping and packing costs are less. My proposal is assign list of pincodes to price list and assign the price list to customers whenever they sign up with pincodes. Also show

    • feature question: lookup field in Projects task layout

      Hello, Below we have interface to configure a custom task layout, however, we need a lookup field to let pickup data from other apps, such as Zoho CRM Products module, is that possible or already in your roadmap? or a workaround to achieve it? Thanks in advance.

    • Plan change from Zoho One to Zoho Workplace

      Hello Zoho, Following the recent pricing update for Zoho One, we are interested in transitioning to Zoho Workplace products. Please inform us about the necessary steps for this process so we can proceed promptly. Kind regards,

    • Can we do Image swatches for color variants?

      We want to do something like the attached screenshot on our new zoho store. We need image swatches instead of normal text selection. We want to user to select an image as color option. Is this doable? I don't see any option on zoho backend. Please h

    • What's New in Zoho Analytics - October 2025

      Hello Users! We're are back with a fresh set of updates and enhancements to make data analysis faster and more insightful. Take a quick look at what’s new and see how these updates can power up your reports and dashboards. Explore What's New! Extreme

    • Zoho Analytics & SQL Server - Live connect

      Below are the steps I did Created a fresh database and table in my own virtual server Created a new data source connection with live connect I was able to select the tables and created the data source successfully I am getting the error when I try to

    • Explore the Redesigned Quotes Module in Zoho Billing

      Dear users, We’re excited to introduce a refreshed look for the Quotes details page in Zoho Billing! This update brings you a more efficient user interface experience without changing your existing workflow. We've enhanced layouts with organized tabs,

    • Latest updates in Zoho Meeting | Create departments, Share PDF files

      Hello all,   You can now create departments to group team members within your organization. This will make it easier for you to organize department-level meetings and invite members. In webinars, use the Share material feature to share PDF files directly

    • Unify All Zoho Video Meeting Experiences into One Standardized Platform

      Hi Zoho Team, We would like to share an important user experience concern regarding the current state of video meeting functionality across the Zoho ecosystem. The Problem Within Zoho, there are multiple ways to initiate or schedule a video meeting: Zoho

    • [Free Webinar] Product Updates: Quick Catch-Up Session - Part I - Creator Tech Connect

      Hello Everyone! We welcome you all to the upcoming free webinar on the Creator Tech Connect Series. The Creator Tech Connect series is a free monthly webinar featuring deep-dive technical sessions designed for developers, administrators, and app builders.

    • Project expenses in Zoho Books

      Just the way timesheet is used to calculate labour cost for a particular project, how do i record other expenses against a project such as materials and consumables used for the project? So that under report, I can view the total amount expended on each

    • Next Page