Engage Users with Easy Reads

Hello to Our Users in the Zoho Desk Community!

The Knowledge Base (KB) has always been a treasure chest of valuable information, helping users understand products and services and navigate through them with ease. Each of us interact with the knowledge base in our own way, whether it’s creating content, managing articles, or scrolling through to find solutions or answers.

The Challenge: Engaging Users with Step-by-Step Guides  

Let’s face it: Setup instructions, guidelines, and how-tos often come with long, overwhelming details. Users might not have the patience to read through detailed manuals. However, a well-structured knowledge base remains a powerful asset for enhancing self-service in today’s fast-paced world.
How can you make the much-essential Knowledge Base creative, engaging, and rewarding for your user?

We live in an era of quick videos and instant answers. Short content dominates social media, providing bite-sized insights in seconds. So, how do we motivate users to stick around and read detailed step-by-step instructions?

This week’s episode is all about making your Knowledge Base a hub of quick solutions.

When customers are facing issues, they don’t want to sift through lengthy articles.

They want quick answers. So, how can we make long reads smoother and more rewarding?

Here’s where the magic of Insert Options comes into play!

I. The Magic of Insert Tab and Accordion  

The Insert Tab and the Insert Accordion are available within the Insert Options of the Zoho Desk Article Editor. Let’s break down on how they can transform your articles.

1. The Insert Tab  

Think of it as a set of labeled cards that users can flip through.

• Instead of one long wall of text, break it into smaller, digestible pieces.
  
• Users can switch from one tab to another with a single click.
  
• It provides an intuitive experience, helping users overcome the overwhelming feeling when searching solutions.
  

Quick Tip: Use Tabs when explaining multiple processes or providing comparisons.

2. Accordion Tab  

Just like an accordion expands and contracts, this feature allows users to reveal content gradually.

• Each section expands only when the user needs it.
• Short snippets of information reduce visual clutter.
  
• It offers a clean and organized reading experience.
  
• Users get a subtle sense of accomplishment as they complete each section.
  

Quick Tip: Use Accordions for FAQs, troubleshooting guides, or any article with multiple subtopics.

With tools like Insert Tabs and Accordions, even complex solutions become simple and engaging. Every step closer to the answer gives your users a delightful, rewarding experience.

II. Seamless Navigation with Links and Suggested Articles  

Imagine a user reading through your article when they realize they need a bit more context. Instead of opening a new tab to search for information, you can guide them effortlessly using:

A.Insert Link  

• Hyperlink relevant content within your article to keep users engaged.
  
• Users can click on related articles to read supporting content that enhances their understanding and helps them solve issues.
  
• Connecting step-by-step guides with supporting resources saves time and reduces frustration.
  

In case you would like to remove the hyperlinks in the text, you can use the Remove Link.

B. Tags  

Tags help in linking the article with related Articles on the Knowledge Base. When you add the right tags to the article, Zoho Desk automatically suggests related articles on the right side of the screen. Users can switch over to the next article for more information when needed.

Quick Tip: Use tags wisely to ensure relevant suggestions pop up when users are looking for additional information.

III. Visuals & Videos  

a. Insert Image  

Visuals are captivating and educate users quickly. The Insert Image feature allows you to insert images from your local storage or the images uploaded in the KB gallery.

Refrain from copying images from another webpage, as formatting and coding differences may lead to broken images.

b. Embed Link

With the Embed Link feature, you can bring your tutorial videos directly into the article. Just insert the video link, and voilà! The video can be played within the article.

Pro Tip: Embed videos for complex processes or troubleshooting guides.

Users often find visual demonstrations easier to follow, like the example below:

c. Insert Table: Capture Data at a Glance  

Ever wondered how you can present data in a clear and concise format? The Insert Table option in the Zoho Desk Article Editor is your go-to solution.

• Tables allow users to categorize information, compare data points side by side, and highlight key insights using formatting options.
  
• Customize your table with bold headers, color highlights to differentiate sections, and alignments and borders for a polished look.
  

Pro Tip: Use tables to summarize FAQs, product comparisons, troubleshooting steps, or pricing information. It’s the best way to simplify complex information and deliver it at a glance!

Got a Knowledge Base article to optimize? Go ahead and make it brilliant! Empower your users with clear, engaging content because a well-crafted Knowledge Base doesn't just provide answers, it builds confidence. Let's make every article towards customer success!

• Topic Participants

• Lydia | Zoho Desk

  

• Sticky Posts

• Register for Zoho Desk Beta Community

  With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features

• Share your Zoho Desk story with us!

  Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 

• Tip #1: Learn to pick the right channels

  Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal.  When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues. 

• Welcome to Zoho Desk Community - Say hello here!

  Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined here

• Webinar 1: Blueprint for Customer Service

  With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing

• Recent Topics

• Updates for Zoho Campaigns: Merge tag, footer, and autoresponder migration

  Hello everyone, We'd like to inform you of some upcoming changes with regard to Zoho Campaigns. We understand that change can be difficult, but we're dedicated to ensuring a smooth transition while keeping you all informed and engaged throughout the process.

• Sharing my portal URL with clients outside the project

  Hi I need help making my project public for anyone to check on my task. I'm a freelance artist and I use trello to keep track on my client's projects however I wanted to do an upgrade. Went on here and so far I'm loving it. However, I'm having an issue sharing my url to those to see progress. They said they needed an account to access my project. How do I fix this? Without them needing an account.

• How do i integrate google analytics to Zoho Campaigns?

  Looking to track Zoho Traffic from email Current topic is outdated

• How do teams manage meeting follow-ups across Zoho tools?

  We’re using Zoho tools for collaboration and tracking, but managing meeting notes, action items, and follow-ups across teams is still challenging. Curious how others are handling this within Zoho workflows. Are there best practices or integrations that

• Customize Colors used on graphs and charts according to users desire.

  It would be great if we could customize the graph's colors as we see fit. I hate that yellow is always the default color!

• Let us view and export the full price books data from CRM

  I quote out of CRM, some of my clients have specialised pricing for specific products - therefore we use Price Books to manage these special prices. I can only see the breakdown of the products listed in the price book and the specialised pricing for

• Mejoras urgentes para ZOHO MEETING

  Tengo unos meses usando Zoho Meeting. En general, es buena, pero hay cosas vitales que no logra cumplir con mínima calidad. 1) Calidad de audio y video: urge mejoras. Audio con retraso, imagen borrosa, mal recorte de silueta con fondos virtuales. Además,

• Multiple header in the quote table???

  Hello, Is it possible in Zoho CRM to add multiple headers or sections within the Quote product table, so that when the quote is printed it shows separate sections (for example “Products” and “Services”)? To clarify, I’m asking because: This does not appear

• Saving sent email campaign as PDF

  I'm looking to add all campaigns sent to an archive folder in sharepoint. Is there anyway to accomplish this in Zoho Flow ? I'm falling at the first hurdle ... can I automatically save a sent campaign as a PDF to a folder location ?

• Exporting All Custom Functions in ZohoCRM

  Hello, All I've been looking for a way to keep about 30 functions that I have written in Zoho CRM updated in my own repository to use elsewhere in other instances. A github integration would be great, but a way to export all custom functions or any way

• Conditional Layouts On Multi Select Field

  How we can use Conditional Layouts On Multi Select Field field? Please help.

• Appreciation to Qntrl Support Team

  We are writing this topic to appreciate the outstanding level of support from Qntrl Team. We have been using Qntrl since 2022 after shifting from another similar platform. Since we joined Qntrl, the team has shown a high level of professionalism, support,

• How can I hide "My Requests" and "Marketplace" icon from the side menu

  Hello everybody, We recently started using the new Zoho CRM for Everyone. How can I hide "My Requests" and "Marketplace" from the side menu? We don't use these features at the moment, and I couldn't find a way to disable or remove them. Best regards,

• Whatsapp Integration on Zoho Campaign

  Team: Can the messages from Zoho Campaign delivered through Whatsapp... now customers no longer are active on email, but the entire campaign module is email based.... when will it be available on whatsapp.... are there any thirdparty providers who can

• Mandatory Field - but only at conversion

  Hello! We use Zoho CRM and there are times where the "Lead Created Date & Time" field isn't populated into a "Contractor" (Account is the default phrase i believe). Most of my lead tracking is based on reading the Lead Created field above, so it's important

• Enable Free External Collaboration on Notecards in Zoho Notebook

  Hi Zoho Notebook Team, I would like to suggest a feature enhancement regarding external collaboration in Zoho Notebook. Currently, we can share notes with external users, and they are able to view the content without any issue. However, when these external

• Using data fields in Zoho Show presentations to extract key numbers from Zia insights based on a report created

  Is it possible to use data fields in Zoho Show presentations along with Zoho Analytics to extract key numbers from Zia insights based on a report created? For example, using this text below: (note that the numbers in bold would be from Zia Insights) Revenue

• Free webinar: AI-powered agreement management with Zoho Sign

  Hi there! Does preparing an agreement feel like more work than actually signing it? You're definitely not alone. Between drafting the document, managing revisions, securing internal approvals, and rereading clauses to make sure everything still reflects

• WhatsApp Channels in Zoho Campaigns

  Now that Meta has opened WhatsApp Channels globally, will you add it to Zoho Campaigns? It's another top channel for marketing communications as email and SMS. Thanks.

• CRM For Everyone - Bring Back Settings Tile View

  I've been using CRM for Everyone since it was in early access and I just can't stand the single list settings menu down the left-hand side. It takes so much longer to find the setting I need. Please give users the option to make the old sytle tile view

• Lets have Dynamics 365 integration with Zohobooks

  Lets have Dynamics 365 integration with Zohobooks

• Add notes in spreadsheet view

  It would be great if we could Add/edit notes in the spreadsheet view of contacts/leads. This would enable my sales teams to greatly increase their number of calls. Also viewing the most recent note in the Contact module would also be helpful.

• Opening balances - Accounts Receivable and Payable

  Our accounting year starts on 1st August 2013 and I have a Trial Balance as at that date, including Accounts Receivableand Accounts Payable balances, broken down by each customer and supplier. Q1 - do I show my opening balance date as 31st July 2013 or

• Cancel Subscription

  Hi , Im want to cancel my account but without success please help me to do it

• Making an email campaign into a Template

  I used a Zoho Campaign Template to create an email. Now I want to use this email and make it a new template, but this seems to be not possible. Am I missing something?

• Direct Access and Better Search for Zoho Quartz Recordings

  Hi Zoho Team, We would like to request a few enhancements to improve how Zoho Quartz recordings are accessed and managed after being submitted to Zoho Support. Current Limitation: After submitting a Quartz recording, the related Zoho Support ticket displays

• Multiple Cover Letters

  We are using the staffing firm edition of Recruit and we have noticed that candidates cannot add more than one cover letter. This is a problem as they might be applying for multiple jobs on our career site and when we submit their application to a client,

• URGENT: Deluge issue with Arabic text Inbox

  Dear Deluge Support, We are facing an issue that started on 12/Feb/2026 with custom functions written using Deluge within Qntrl platform. Currently, custom functions do not accept Arabic content; it is replaced with (???) characters. Scenario 1: If we

• File Conversion from PDF to JPG/PNG

  Hi, I have a question did  anyone every tried using custom function to convert a PDF file to JPG/PNG format? Any possibility by using the custom function to achieve this within zoho apps.  I do know there are many third parties API provide this with

• Now in Zoho One: Orchestrate customer journeys across apps with Zoho CommandCenter

  Hello Zoho One Community! We’re excited to introduce Zoho CommandCenter as a new capability available in Zoho One. For the whole customer journey As Zoho One customers adopt more apps across sales, marketing, finance, and support, a common challenge emerges:

• annualy customer report

  we need a report per customer that looks like this invoic number cleaning laundry repair management 01 january xxx euro xx euro xx euro xxx euro 02 february xxx euro xxx euro x euro xxxx euro and so on the years 12 months is that possible to make and

• Totals for Sales Tax Report

  On the sales tax report, the column totals aren't shown for any column other than Total Tax. I can't think of a good reason that they shouldn't be included for the other columns, as well. It would help me with my returns, for sure. It seems ludicrous

• Free Webinar: Zoho Sign for Zoho Projects: Automate tasks and approvals with e-signatures

  Hi there! Handling multiple projects at once? Zoho Projects is your solution for automated and streamlined project management, and with the Zoho Sign extension, you can sign, send, and manage digital paperwork directly from your project workspace. Join

• Exported Report File Name

  Hi, We often export reports for information. It is time consuming to rename all the reports we export on a weekly basis, as when exported their default name is a seemingly random string of numbers. These numbers may be important, I'm not sure, but I am

• Automatic Refresh on Page?

  Hi everyone, We use a page as a dashboard which shows data for the laboratory and tasks pending etc. Is there a way to set the page to automatically refresh on a X time? Many thanks TOG

• How do I edit the Calendar Invite notifications for Interviews in Recruit?

  I'm setting up the Zoho Recruit Interview Calendar system but there's some notifications I don't have any control over. I've turned off all Workflows and Automations related to the Calendar Scheduling and it seems that it's the notification that is sent

• Add RTL and Hebrew Support for Candidate Portal (and Other Zoho Recruit Portals)

  Dear Zoho Recruit Team, I hope you're doing well. We would like to request the ability to set the Candidate Portal to be Right-to-Left (RTL) and in Hebrew, similar to the existing functionality for the Career Site. Currently, when we set the Career Site

• Introducing Workqueue: your all-in-one view to manage daily work

  Hello all, We’re excited to introduce a major productivity boost to your CRM experience: Workqueue, a dynamic, all-in-one workspace that brings every important sales activity, approval, and follow-up right to your fingertips. What is Workqueue? Sales

• Default Reminder Time in New Tasks or New Event?

  Any way to change this from 1:00am? Thanks, Gary Moderation Update (February 2026): With the Calendar preferences, the default reminder time for Meetings, Appointments and All-Day Meetings can be set. Read more: Calendar preferences in Zoho CRM Regarding

• Dynamic Field Folders in OneDrive

  Hi, With the 2 options today we have either a Dynamic Parent Folder and lots of attachments all in that one folder with only the ability to set the file name (Which is also not incremented so if I upload 5 photos to one field they are all named the same

• Next Page