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

    • Direct “Add to Google Calendar” Option in Zoho Meeting

      Hello Zoho Meeting Team, Hope you are doing well. We would like to request an enhancement related to the “Add to Calendar” functionality in Zoho Meeting. Currently, when we open Zoho Meeting and view our meetings under My Calendar, there is an Add to

    • Add Flexible Recurrence Options for Meeting Scheduling in Zoho Cliq (e.g., Every 2 Weeks)

      Hello Zoho Cliq Team, We hope you are doing well. Currently, when scheduling a meeting inside Zoho Cliq, the recurrence options are limited to Daily, Weekly, Monthly, and Yearly. There is no ability to set a meeting to occur every X weeks — for example,

    • Ask the Experts 24: Analytics, data administration, and mobile experience with Zoho Desk

      Hello Everyone! Welcome back to the Ask the Experts(ATE) series! We were so focused on our Autumn 2025 release that we didn't host an ATE session last month. In this month's ATE, we'd like to expand our areas for discussion: we'd like to listen to your

    • Workaround: openURL in Blueprints - An alternate approach

      There is a roundabout way to open a URL in blueprints after a save event. By using the 'onBeforeMandatoryFormSave' in Client Script, you can open an external URL. Now, the problem is, this is designed to be run BEFORE the blueprint is saved, not after,

    • MTD SA in the UK

      Hello ID 20106048857 The Inland Revenue have confirmed that this tax account is registered as Cash Basis In Settings>Profile I have set ‘Report Basis’ as “Cash" However, I see on Zoho on Settings>Taxes>Income Tax that the ‘Tax Basis’ is marked ‘Accrual'

    • Migrate file from Single File Upload to Multi File Upload

      Dears, I have created a new field Multi File Upload to replace the old Single File Upload field. I'd like to ask you guys what is the best way to migrate the files to the new field?

    • Open "Live Chat" from a hyperlink?

      Hi, I often write paragraphs and text on our company website, and usually say you can get in touch with us via live chat. Can the chat window be triggered to pop open without clicking the chat graphic in the bottom window, and use it in a hyperlink? ie:

    • Zoho Sites search box

      Is there a Search box that can be added to a Zoho site? It would be for searching within the site only.

    • What stops me from packaging and shipping an order when the inventory is negative?

      It seems if the inventory value is negative, that Zoho Inventory should not allow me to create a Package and Ship it.   But, there seems to be nothing to stop me from doing that other than when I go to physically package the item and realize that there is no stock. There also seems to be nothing on the screen that even indicates to me that I should not package and ship.  To me this is the fundamental point of an inventory system.  Am I doing something wrong?   

    • Conditional formatting based on another field

      Hi I have two fields on my form stage 1 complete and stage 1 deadline.  I am trying to setup conditional formatting so that if stage 1 complete is after stage 1 deadline the record is highlighted in red. I need both stage 1 complete and stage 1 deadline

    • Zoho Books | Product updates | October 2025

      Hello users, We’ve rolled out new features and enhancements in Zoho Books. From iOS 26 updates to viewing reports as charts, explore the updates designed to enhance your bookkeeping experience. Zoho Books Updates for Apple Devices At WWDC 2025, Apple

    • Is there API Doc for Zoho Survey?

      Hi everyone, Is there API doc for Zoho Survey? Currently evaluating a solution - use case to automate survey administration especially for internal use. But after a brief search, I couldn't find API doc for this. So I thought I should ask here. Than

    • Using IMAP configuration for shared email inboxes

      Our customer service team utilizes shared email boxes to allow multiple people to view and handle incoming customer requests. For example, the customer sends an email to info@xxxx.com and multiple people can view it and handle the request. How can I configure

    • The sending IP (136.143.188.15) is listed on spamrl.com as a source of spam.

      Hi, it just two day when i am using zoho mail for my business domain, today i was sending email and found that message "The sending IP (136.143.188.15) is listed on https://spamrl.com as a source of spam" I hope to know how this will affect the delivery

    • Changing a Single-Line Text field into a Multi-line Field without losing data

      Is it possible to change a Single-Line Text field into a Multi-line Field without losing data. I have a module with data for which I would like to change a single-line field into a multi-line field but I'm worried it might delete the pre-existing da

    • Webhook - Google Sheets

      I have 2 forms that are both integrated with Google Sheets. I've set up a webhook to pull form 1 data from Google Sheets to prefill data in Form 2. The issue I have is that the forms name fields are First Name & Last Name but the Google sheets integration

    • Verified Mark Certificate

      Hello Dears, Can anyone help and check my mail or direct me to the desired person who can add the verification tag to my mail https://www.zoho.com/blog/mail/email-authentication-with-bimi.html

    • Appointment booking is temporarily unavailable

      Embeded Zoho booking page in my WordPress website. When someone starts a booking, after choosing time and date, an error appears before payment - "Appointment booking is temporarily unavailable due to restricted settings." Used the embeded code given

    • Cannot connect to 365 business calendar and Teams, says personal but it is not.

      hi I have a number of users connected to their 365 business accounts. Adding a new user and it thinks hes got 365 personal edition. He does not.... Anyone know what's going on. Trying for days now. Bookings go into his MS calendar but as its thinks its

    • Limited review (/questions) for Bookings 2.0

      Hi all, I'm writing this review of Bookings 2.0 for two reasons: 1) it may be of interest to others, and 2) I'd like to be corrected if I'm wrong on any points. It's a very limited review, i.e. the things that have stood out as relevant, and particularly

    • Zoho Bookings - Reserve with Google

      Does Zoho Bookings plan to to integrate with Reserve with Google?

    • Tip #3: How to change your booking page language

      Displaying your booking page in your target audience's language can greatly increase customer satisfaction. By speaking their language, you will help customers feel more comfortable scheduling with you and create a stronger connection with them. Let's

    • Bigin Android app update: Alerts while creating tasks outside of working days, conflicting events and calls.

      Hello everyone! In the most recent version of the Bigin Android app, we have brought in support to display an alert if task is being scheduled outside of the working days. Also, when scheduling an event or call in the Activities module, a conflict alert

    • Bigin update: Link email messages to pipeline records.

      Hello everyone! In the latest version of the Bigin iOS(v1.11.9) and macOS(1.8.9) app, we have brought in support for an option to link email to pipeline records. This helps you to view emails specific to a deal, especially when a contact is associated

    • Bigin Android app update: Custom buttons and widgets

      Hello everyone! We are excited to introduce custom buttons and widgets on the Bigin Android app. Widgets: A widget is a customizable UI component in Bigin that improves efficiency and user experience. It lets businesses embed components, streamline interactions,

    • Biometric Access Support on Zoho Vault Desktop App

      Is there any plans to add biometric authentication (fingerprint, face recognition) for Vault desktop apps (Windows/macOS) to enhance security and ease of access. I would love to hear other members view on this

    • Zoho Sheet for Desktop

      Does Zoho plans to develop a Desktop version of Sheet that installs on the computer like was done with Writer?

    • Zoho Sheet - Desktop App or Offline

      Since Zoho Docs is now available as a desktop app and offline, when is a realistic ETA for Sheet to have the same functionality?I am surprised this was not laucned at the same time as Docs.

    • Collective-booking event not added to all staff calendars

      We assign two staff to certain events. When the client books this event, it adds it to one staff calendar (the 'organiser') but not the other. How can I ensure all staff assigned to a collective booking get the event in their calendar? (A side note: it

    • Project Management Bulletin: October, 2025

      Every need leads to innovation. Project Management tools were developed out of sheer necessity to drive large projects. With wide usage, the specifications grew precise, and so did the refinement. Over years we’ve crafted one of the best project management

    • Email Recall Feature In Zoho Mail Which Should Also Work For Outside Organisation Members

      Add a feature to recall or undo sending an email within a configurable short time window (e.g., 30 seconds to 2 minutes) after hitting send, similar to Gmail’s undo send. Currently the sent email can not be recall If the recipient is not from within your

    • Zoho Sheets saying locked when not locked

      Zoho Sheets won't let me add more rows to sheet because it's saying the sheet is locked, but the sheet is not locked. I tried using a different browser but I still have the same issue.

    • Identifying and Merging Accounts with Similar (Non-Exact) Names

      Hello everyone, I’m aware of the built-in deduplication feature in Zoho CRM that allows merging records with exactly matching values for selected fields. However, I’m running into a situation where our migrated data contains multiple variations of the

    • Option for super admin to recover the deleted chats in Zoho Cliq

      Currently, in Zoho Cliq, if a user accidentally deletes their chats, there is no option for the Super Admin to recover or view those deleted messages. I believe it would be helpful if Super Admins had a recovery option, perhaps within a certain time frame,

    • Zoho CRM iOS app updates: the Homepage, Zoho Survey integration, and support for multiple file uploads in subform

      Hello everyone! The Zoho CRM mobile app continues to evolve to bring you a smoother and more powerful CRM-on-the-go experience. We're excited to share some important updates now available in the iOS app. Here's what's new: Homepage support Zoho Survey

    • I am trying to integrate my module in sandbox environment to add data via API

      I went through the documents and tried to setup the API for adding the module via the api but the problem is the token setup is done on "https://accounts.zoho.in/oauth/v2/token" domain and the bulk write is done on "https://content.zohoapis.com/crm/v8/upload"

    • Setting up primary mobile number.

      Hi Sir Earlier I joined IIFL team and got an organizational email of zoho services. Later i quit and now my account is deactivated with IIFL but i am unable to link my mobile number to my own email id with zoho.

    • Add Custom Reports To Dashboard or Home Tab

      Hi there, I think it would be great to be able to add our custom reports to the Home Tab or Dashboards. Thanks! Chad

    • 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

    • In arattai received message can't be deleted

      The issue has been noticed in following: arattai app (Android) arattai app (Window) arattai web While the message posted by me may be deleted, the ones received from others can't be. The item <Delete> change to <Report> when the message is a received

    • Next Page