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

                                  • Fetch Records using Dynamic Criteria

                                    Hi,  I have a form that builds a filter based on user input.  I need to fetch the records based on dynamic criteria.  How would I accomplish this as there is no eval function? For example: desiredRecord = Form1[dynamicCriteria];
                                  • Url filter Report date (pivot chart)

                                    Hello. Is it possible to filter the data in pivot char using parameters in the url? I'm trying but I should not doing very well. Something like: https://creator.zoho.com/.../....../#Report:MyPivotChartReport?MyDate=01-Jan-2012;31-Jun-2012;MyDate_op=58 Saludos
                                  • Sending gmail to a particular person fails because the address gets changed to "gmaill", with a second "l" typo somewhere

                                    I send to bob@gmail.com (example) and get an error sending to bob@gmaill.com, only for this one person. Note the extra "l" in the email the system tried to send to, which was not in the address I entered. Can't find a typo in the contact or anywhere else
                                  • Emoji Support in Bigin CRM

                                    We request the implementation of emoji support across Bigin CRM. This feature should allow users to seamlessly use emojis in text fields, headlines, and deals. It would enhance communication, improve the visual appeal of records, and bring more personalization
                                  • Bigin Booking Pages enhancements

                                    I would like to ask for several enhancements for the brand new (and promising) Booking feature. 1. Add "Contact/Mobile" Field to Booking form We use Mobile as key (id), but unfortunately it is missing from the Booking form, only Home Phone is available.
                                  • Amount in words in Indian format

                                    Hi, I had coded the following code to convert amount in words. But in the code in the format of US like million. But i need in Lakh and Crore. So pls suggest ideas r post corrected code string Num2Words(int val) {     val_s = input.val.toString();     th = {"", "thousand", "million", "billion", "trillion"};     // uncomment this line for English Number System     // th = {"","thousand","million", "milliard","billion"};     dg = {"zero", "one", "two", "three", "four", "five", "six", "seven", "eight",
                                  • What are people using to send Service based emails?

                                    Zoho Campaigns is for marketing. Users can unsubscribe from these emails. Service based emails need to be delivered and can without the worry of Can-spam act. What are people using to send service based emails? My mailing list is derived from a database
                                  • Standalone LMS tool

                                    Will Zoho release a standalone LMS (Learning management System) than can be used by external parties (guest)?
                                  • Announcing Kiosk 1.1 - Customize screen titles, configure new fields & actions, use values from your Kiosk to update fields, and more.

                                    Hello all We are back again with more enhancements to Kiosk. So what's new? Enhancements made to the Components Add titles for your Kiosk screens and adjust its width to suit your viewing preferences. Three new fields can be added to your screen: Percentage,
                                  • An Overview of Dario Schiraldi Deutsche Bank Executive

                                    Hello Community, Dario Schiraldi is an executive at Deutsche Bank, focused on advancing the firm’s financial services and crafting its global strategic vision. With 20 years of expertise in leadership roles, he has spearheaded successful market acquisitions
                                  • Emailing a document to WorkDrive

                                    Does WorkDrive include the ability to upload a document by sending an attachment to an email address? (Books and Expenses include this functionality) If it doesn't is it under consideration? on the Road Map?
                                  • Allow Changing Appointment Status from "Completed" to "No Show" or Other Valid States

                                    Hi Zoho Bookings Team, We hope you're doing well. We would like to submit a feature request regarding appointment status management in Zoho Bookings. 🎯 Use Case Sometimes, an appointment is mistakenly marked as Completed, but later we realize that the
                                  • Ability to modify what displays in calendar invite?

                                    I am a long time calendly user and want to make the switch to bookings.  I understand that there is not currently a meets/hangouts integration, is one on the roadmap? Is there anyway I can modify the calendar invite to include the meet link?  I can add it to the emails no problem, but I would also like it to display on their calendar.  Is there some work around I can do to get it on the calendar?  Also am I able to modify the calendar event title?
                                  • Zoho One and Tally Integration

                                    Has Anyone in this forum done any implementation with Zoho CRM and Tally accounting software. If so who have you used and how easy was it?
                                  • Microsoft PowerPoint files Extremely slow to save

                                    I and others on my team have noticed that Microsoft PowerPoint documents are extremely slow to save when using WorkDrive. It always takes over 30 seconds to save a file. Word and Excel files seem to save in a typical length of time, but PowerPoint is
                                  • How can users unblock their blocked Zoho Mail accounts?

                                    After the reason for the account block (storage exceeded, spam detection etc.) has been rectified, the user can unblock the account from the UnBlock Me page. Account support@edu2review.com  Edu2Review is an education review platform, we rate the quality
                                  • Adding additional fields for batch information

                                    Hello, I am looking at adding additional information into our inventory module. we would like to be able to see up to 8 attributes that will be individual & different for each batch (i.e. batch specific information) but currently I seem to only be able
                                  • Dynamic Pickup List Values using Deluge and Client Script

                                    I would like to dynamically show Pickup List Values For example we need to fetch some data from an on premise application and display it so they can choose and pick This can be done in Creator but I didn't find anything for CRM
                                  • Validation Rule for Controlled Stage Movement in Deals Module (Deluge Script)

                                    For keeping a control over module stage or status, you can use the below deluge script. The below deluge script defines validation control over deals module stages: // Function to validate allowed stage transitions in the Deals module map validation_rule.LeadStatustValidation1(String
                                  • Pick List Issues

                                    I have created a pick list that looks at a table in a sheet, it selects the column I want fine. Various issues have come along. The option to sort the pick list is simplistic, only allows an ascending alphabetical sort. Bad luck if you want it descending.
                                  • Four types of task dependencies

                                    "Nothing is particularly hard if you divide it into small jobs."                                                                                                                  - Henry Ford Projects, small or large, are driven by simple work units called tasks. Monitoring standalone tasks might look simple but as the workflow becomes elaborate, tasks may start relying on one another. In project management, this relationship between tasks is termed as "Task Dependencies". Dependency between tasks arise
                                  • 1099 tracking

                                    Do zoho books offer feature of tracking for 1099's for contractors, etc? Quick books offers this feature and wondered when/if Zoho books will do same
                                  • VAT-type Taxes in US Edition?

                                    I'm located in the US, and I use the Zoho One US edition of Books. We are in the process of registering with Canadian authorities for their GST / HST, which is a VAT-type of scheme. It is not immediately obvious to me how one would deal with input tax
                                  • Schedule sms to be sent later

                                    When will you make available an option to send sms's at a later time??? You finaly have this option available on emails, so it will be very useful to have it also with sms. Our sms provider, has already this available but we cannot use it because you
                                  • Ecommerce integration with prestashop

                                    Development of campaigns integration with prestahop. When???
                                  • How to create an article containing images and rich text via the api?

                                    Hi, I'm trying to migrate our kb articles from our previous helpdesk service, and import them to ZohoDesk. Is there any way to create an article that contains images?  Is it possible to add formatting to articles created via the API? Thanks, Adam.
                                  • Number of statement execution limit exceeded on deluge scheduled function

                                    I'm working on a send email functionality in creator that sends out crew work orders at the end of the day each day for the next day. I'm running into the issue that zoho is unable to handle the number of statements that I am doing to be able to successfully
                                  • Color of Text Box Changes

                                    Sometimes I find the color of text boxes changed to a different color. This seems to happen when I reopen the same slide deck later. In the image that I am attaching, you see that the colors of the whole "virus," the "irology" part of "virology," and
                                  • Zoho SignForm In Progress But Cannot Be Completed

                                    If a person starts signing a document (via SignForm), but closes the window before submitting, Zoho marks the document "in progress", but how do they finish signing it?
                                  • How to show Assemblies AND component items in a report

                                    Hi Is there any way in Analytics to create a report that shows the Composite Item AND the Component Items with mapped quantity? It seems that the component item is not exposed in any table that I can find. Also, the same question but for Stock on Hand.....this
                                  • Mandatory Messages for Specific Members in Zoho Cliq Channels

                                    Hello Zoho Cliq Team, We hope you're doing well. We would like to request a feature enhancement to Zoho Cliq that would allow marking certain messages in a channel as mandatory for specific members — with built-in tracking and reminders. 🎯 Use Case:
                                  • Admin Access to Message Read Statistics in Zoho Cliq

                                    Hello Zoho Cliq Team, We hope you're doing well. We would like to request a feature enhancement that would allow admins or channel owners to view read/unread statistics for messages, even if they were not the original sender. 🎯 Use Case: Currently, in
                                  • Online Member Visibility in Channels (Similar to WhatsApp Group Presence)

                                    Hello Zoho Cliq Team, We hope you're doing well. We’d like to request an enhancement to Zoho Cliq’s channel experience by introducing online presence indicators for channel members — similar to how WhatsApp shows how many people in a group are currently
                                  • Show ticket field in Zoho Desk only if that same field is not empty (API‑created records)

                                    Zoho Team , We have a ticket workflow where every ticket is created via API based on dynamic logic from an external form. That form has complex logic and already decides what’s relevant to ask, and the API only populates fields in Zoho Desk based on that
                                  • Multiple Products on Ticket

                                    Good morning. We will classify all tickets based on the product. Users sometimes send different requests on the same ticket, so we are facing some challenges. Is there a way to add more than one product to the ticket, or is there a way to tie the product
                                  • Não recebo Email de confirmação e validação de cadastro do PagSeguro

                                    Olá, utilizei uma das minhas contas de email Zoho para criar um cadastro no PagSeguro, contigo o email com o link de confirmação da conta não chega no meu email Zoho (nem.ma caixa de spam, nem na lixeira, e nem em outras pastas). Outros emails do PagSeguro
                                  • Does Thrive work with Zoho Billing (Subscriptions)?

                                    I would like to use Thrive with Zoho Billing Subscriptions but don't see a way to do so. Can someone point me in the right direction? Thank you
                                  • accounts payable and receivable subaccounts

                                    How to create accounts payable and receivable subaccounts? Being that I have several clients and in my balance sheet have to specify the accounts of each client and not only appear "accounts receivable or accounts payable" ??
                                  • DUPLICATING WORKFLOWS IN CREATOR

                                    Hi all, I want to duplicate and slightly amend 3 workflows in Creator so that I don't have to keep typing in all the rules and properties each time. I can see lots of videos on CRM with the 3 dots at the top of the workflow, but nothing like that in Creator.
                                  • Add SKU to query options in `items` API endpoint

                                    It would be very useful to be able to pull items by SKU in the API as this is a commonly used unique ID that tends to be consistent across systems.
                                  • Next Page