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 tooTake 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!


      Zoho Campaigns Resources


        • Desk Community Learning Series


        • Digest


        • Functions


        • Meetups


        • Kbase


        • Resources


        • Glossary


        • Desk Marketplace


        • MVP Corner


        • Word of the Day


        • Ask the Experts


          • 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.

          Zoho CRM Plus Resources

            Zoho Books Resources


              Zoho Subscriptions Resources

                Zoho Projects Resources


                  Zoho Sprints Resources


                    Zoho Orchestly Resources


                      Zoho Creator Resources


                        Zoho WorkDrive Resources



                          Zoho CRM Resources

                          • CRM Community Learning Series

                            CRM Community Learning Series


                          • Tips

                            Tips

                          • Functions

                            Functions

                          • Meetups

                            Meetups

                          • Kbase

                            Kbase

                          • Resources

                            Resources

                          • Digest

                            Digest

                          • CRM Marketplace

                            CRM Marketplace

                          • MVP Corner

                            MVP Corner




                            Zoho Writer Writer

                            Get Started. Write Away!

                            Writer is a powerful online word processor, designed for collaborative work.

                              Zoho CRM コンテンツ




                                ご検討中の方

                                  • Recent Topics

                                  • Adding a developer for editing the client application with a single user license

                                    Hi, I want to know that I as a developer I developed one application and handed over to the customer who is using the application on a single user license. Now after6 months customer came back to me and needs some changes in the application. Can a customer
                                  • Download an email template in html code

                                    Hello everyone, I have created an email template and I want to download it as html. How can i do that? I know you can do it via the campaigns-first create a campaign add the template and download it as html from there. But what if i don't want to create
                                  • Attachment is not included in e-mails sent through Wordpress

                                    I have a Wordpress site with Zeptomail Wordpress plugin installed and configured. E-mails are sent ok through Zeptomail but without the included attachment (.pdf file) Zeptomail is used to send tickets to customers through Zeptomail. E-Mails are generated
                                  • Upcoming Changes to the Timesheet Module

                                    The Timesheet module will undergo a significant change in the upcoming weeks. To start with, we will be renaming Timesheet module to Time Logs. This update will go live early next week. Significance of this change This change will facilitate our next
                                  • Best way to schedule bill payments to vendors

                                    I've integrated Forte so that I can convert POs to bills and make payments to my vendors all through Books. Is there a way to schedule the bill payments as some of my vendors are net 30, net 60 and even net 90 days. If I can't get this to work, I'll have
                                  • Cant update image field after uploading image to ZFS

                                    Hello i recently made an application in zoho creator for customer service where customers could upload their complaints every field has been mapped from creator into crm and works fine except for the image upload field i have tried every method to make
                                  • Billing Management: #4 Negate Risk Free with Advances

                                    In the last post, we explored how unbilled charges accumulate before being invoiced. But what happens when businesses need money before service begins? Picture this: A construction company takes on a $500,000 commercial building project expected to last
                                  • Is there an equivalent to the radius search in RECRUIT available in the CRM

                                    We have a need to find all Leads and/or Contacts within a given radius of a given location (most likely postcode) but also possibly an address. I was wondering whether anyone has found a way to achieve this in the CRM much as the radius search in RECRUIT
                                  • Zoho CRM Inventory Management

                                    What’s the difference between Zoho CRM’s inventory management features and Zoho Inventory? When is it better to use each one?
                                  • Cannot Enable Picklist Field Dependency in Products or Custom Modules – Real Estate Setup

                                    Hello Zoho Support, I am configuring Zoho CRM for real estate property management and need picklist field dependency: What I’ve tried: I started by customizing the Products module (Setup > Modules & Fields) to create “Property Type” (Housing, Land, Commercial)
                                  • Get Workflow Metadata via API

                                    Is there a way to get metadata on workflows and/or custom functions via API? I would like to automatically pull this information. I couldn't find it in the documentations, but I'm curious if there is an undocumented endpoint that could do this. Moderation
                                  • Zoho Projects - Q2 Updates | 2025

                                    Hello Users, With this year's second quarter behind us, Zoho Projects is marching towards expanding its usability with a user-centered, more collaborative, customizable, and automated attribute. But before we chart out plans for what’s next, it’s worth
                                  • FSM setup

                                    So we have been tinkering with FSM to see if it is going to be for us. Now is the time to bite the bullet and link it to our zoho books and zoho crm. The help guides are good but it would really help if they were a bit more in depth on the intergrations.
                                  • Upcoming Updates to the Employees Module in Zoho Payroll (US)

                                    We've made a couple of updates to the Employees module in Zoho Payroll (latest version of the US edition). These changes will go live today. While creating an employee Currently, the Compensation Details section is part of the Basic Details step, where
                                  • Possible to Turn Off Automatic Notifications for Approvals?

                                    Hello, This is another question regarding the approval process. First a bit of background: Each of our accounts is assigned a rank based on potential sales. In Zoho, the account rank field is a drop-down with the 5 rank levels and is located on the account
                                  • ZOHO Creator subform link

                                    Dear Community Support, I am looking for some guidance on how to add a clickable link within a Zoho Creator subform. The goal is for this link to redirect users to another Creator form where they can edit the data related to the specific row they clicked
                                  • Allow Resource to Accept or Reject an Appointment

                                    I have heard that this can be done, is there any documentation on how?
                                  • Create new Account with contact

                                    Hi I can create a new Account and, as part of that process, add a primary contact (First name, last name) and Email. But THIS contact does NOT appear in Contacts. How can I make sure the Contact added when creating an Account is also listed as a Contact?
                                  • Custom Fonts in Zoho CRM Template Builder

                                    Hi, I am currently creating a new template for our quotes using the Zoho CRM template builder. However, I noticed that there is no option to add custom fonts to the template builder. It would greatly enhance the flexibility and branding capabilities if
                                  • Python - code studio

                                    Hi, I see the code studio is "coming soon". We have some files that will require some more complex transformation, is this feature far off? It appears to have been released in Zoho Analytics already
                                  • Sync desktop folders instantly with WorkDrive TrueSync (Beta)

                                    Keeping your important files backed up and accessible has never been easier! With WorkDrive desktop app (TrueSync), you can now automatically sync specific desktop folders to WorkDrive Web, ensuring seamless, real-time updates across devices. Important:
                                  • How To Insert Data into Zoho CRM Organization

                                    Hi Team I have this organization - https://crm.zoho.com/crm/org83259xxxx/tab/Leads I want to insert data into this Leads module, what is the correct endpoint for doing so ? Also I have using ZohoCRM.modules.ALL scope and generated necessary tokens.
                                  • Where can I get Equation Editor por Zoho Writer?

                                    I need to use Math Formulas in my document. Thank you.
                                  • How can I get base64 string from filecontent in widget

                                    Hi, I have a react js widget which has the signature pad. Now, I am saving the signature in signature field in zoho creator form. If I open the edit report record in widget then I want to display the Signature back in signature field. I am using readFile
                                  • Creator roadmap for the rest of 2022

                                    Hi everyone, Hope you're all good! Thanks for continuing to make this community engaging and informative. Today we'd like to share with you our plans for the near future of Creator. We always strive to strike a good balance of features and enhancements
                                  • Filtering repport for portal users

                                    Salut, I have a weird problem that I just cannot figure out : When I enter information as administrator on behalf of a "supplier" portal user (in his "inventory" in a shared inventory system), I can see it, "customer" portal users can see it, but the
                                  • Zoho Inventory. Preventing Negative Stock in Sales Orders – Best Practices?

                                    Dear Zoho Inventory Community, We’re a small business using Zoho Inventory with a team of sales managers. Unfortunately, some employees occasionally overlook stock levels during order processing, leading to negative inventory issues. Is there a way to
                                  • Zoho One - Syncing Merchants and Vendors Between Zoho Expense and Zoho Books

                                    Hi, I'm exploring the features of Zoho One under the trial subscription and have encountered an issue with syncing Merchant information between Zoho Expense and Zoho Books. While utilizing Zoho Expense to capture receipts, I noticed that when I submit
                                  • Zoho Sheet for Desktop

                                    Does Zoho plans to develop a Desktop version of Sheet that installs on the computer like was done with Writer?
                                  • BUTTONS SHOWN AS AN ICON ON A REPORT

                                    Hi Is there any way to create an action button but show it as an icon on a report please? As per the attached example? So if the user clicks the icon, it triggers an action?
                                  • Dropshipping Address - Does Not Show on Invoice Correctly

                                    When a dropshipping address is used for a customer, the correct ship-to address does not seem to show on the Invoice. It shows correctly on the Sales Order, Shipment Order, and Package, just not the Invoice. This is a problem, because the company being
                                  • RFQ MODEL

                                    A Request for quotation model is used for Purchase Inquiries to multiple vendors. The Item is Created and then selected to send it to various vendors , once the Prices are received , a comparative chart is made for the user. this will help Zoho books
                                  • Will zoho thrive be integrated with Zoho Books?

                                    title
                                  • Product Updates in Zoho Workplace applications | August 2025

                                    Hello Workplace Community, Let’s take a look at the new features and enhancements that went live across all Workplace applications this August. Zoho Mail Delegate Email Alias Now you can let other users send emails on your behalf—not just from your primary
                                  • Notebook audio recordings disappearing

                                    I have recently been experiencing issues where some of my attached audio recordings are disappearing. I am referring specifically to ones made within a Note card in Notebook on mobile, made by pressing the "+" button and choosing "Record audio" (or similar),
                                  • Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked

                                    Hi, I sent few emails and got this: Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked And now I have few days since I cant send any email. Is there something wrong I did? Also can someone fix this please
                                  • Want to use Zoho Books in Switzerland. CHF support planned?

                                    Hi, We're a Swiss company using other Zoho suite software and I discovered Zoho Books and other accounting SaaS when looking for an accounting tool. Do you intend to cover Switzerland and CHF based accounting anytime soon? Roy
                                  • Zoho sheet desktop version

                                    Hi Zoho team Where can I access desktop version of zoho sheets? It is important as web version is slow and requires one to be online all the time to do even basic work. If it is available, please guide me to the same.
                                  • Weekly Tips : Teamwork made easy with Multiple Assignees

                                    Let's say you are working on a big project where different parts of a single task need attention from several people at the same time—like reviewing a proposal that requires input from sales, legal, and finance teams. Instead of sending separate reminders
                                  • Best way to share/download presentation files in Zoho without losing formatting?

                                    Hello Zoho Community, I often work with PPT/PDF files in Zoho Docs and share them with colleagues. While PDFs usually give a direct download option, I’ve noticed that PPT/PPTX files sometimes only open in the viewer without a clear download link. Is there
                                  • Next Page