Zoho product development team have to include a feature to provide the suggested articles to a client based on his email . In Zendesk this option is available where it will auto send a list of 3-4 suggested articles based on the client mail . We can define the search query from the backend if mail content "this specific keyword" then send these predefined articles , we can add tags to the articles absically.

Similar function is available in Zoho Sales IQ answer bot also