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

• No Automatic Spacing on the Notebook App?

  When I'm adding to notes on the app, I have to add spaces between words myself, rather than it automatically doing it. All my other apps add spacing, so it must be something with Zoho. Is there a setting I need to change, or something else I can do so

• Holidays - Cannot Enter Two Holidays on Same Day

  I have a fairly common setup, where part-time employees receive 1/2 day's pay on a holiday and full-time employees receive a full day's pay. Historically, I've been able to accommodate this by entering two separate holidays, one that covers full-time

• Campaigns set up and execution assistance

  Hello Community, Can someone recommend a professional who can assist with the completion of my set up and deployment of Campaigns? Looking for a person or company that is not going to ask for big dollars up-front without a guarantee of performance to

• Zobot with Plugs

  Hello, I am having a problem with Zobot using Plugs. Here is my current flow: When I run the flow, I should immediately see the messages from the initial cards (Send Message cards), then after running the plug, and finally, see the messages after the

• Kaizen #223 - File Manager in CRM Widget Using ZRC Methods

  Hello, CRM Wizards! Here is what we are improving this week with Kaizen. we will explore the new ZRC (Zoho Request Client) introduced in Widget SDK v1.5, and learn how to use it to build a Related List Widget that integrates with Zoho WorkDrive. It helps

• Remove Powered by Zoho at the footer

  Hi, I've read two past tickets regarding this but it seems that the instructions given are outdated. I assume the layout keeps on changing, which makes it frustrating for me to search high and low. Please let me know how exactly do I do this now? Th

• Error AS101 when adding new email alias

  Hi, I am trying to add apple@(mydomain).com The error AS101 is shown while I try to add the alias.

• No Need To Fix Something That Is Working

  Zoho Books is a great financial tool which helps businesses to become more efficient and productive with day-to-day operations. As such, every change, upgrade, improvement needs to be carefully thought before implemented in the software and I'm sure Zoho

• Using email "importance" as workflow-criteria

  I'd like to set up a workflow that triggers if an incoming email has been flagged as "high importance" but I'm not seeing any way to do that. Hopefully I'm just missing something obvious...?

• This domain is not allowed to add. Please contact support-as@zohocorp.com for further details

  I am trying to setup the free version of Zoho Mail. When I tried to add my domain, theselfreunion.com I got the error message that is the subject of this Topic. I've read your other community forum topics, and this is NOT a free domain. So what is the

• What is Resolution Time in Business Hours

  HI, What is the formula used to find the total time spent by an agent on a particular ticket? How is Resolution Time in Business Hours calculated in Zohodesk? As we need to find out the time spent on the ticket's solution by an agent we seek your assistance

• Check & Unchecked Task Segregation in Export

  It must have a feature to represent checked and unchecked tasks as [ ] and [✅] respectively when exporting it to Arratai or WhatsApp ; as Keep Notes by Google contains…

• WorkDrive Download Issue

  My client has been sending me files via WorkDrive, which generally has worked fine. Recently files won't download at all. If you try and individually select and download a file, a popup will appear in the bottom right saying it's preparing and then it

• Resolution Time Report

  From data to decisions: A deep dive into ticketing system reports What are time-based reports? Time-based reports are valuable tools that help us understand how well things are going by breaking down key metrics over specific periods. By tracking, measuring,

• Support Custom Background in Zoho Cliq Video Calls and Meetings

  Hello Zoho Cliq Team, We hope you are doing well. We would like to request an enhancement to the video background capabilities in Zoho Cliq, specifically the ability to upload and use custom backgrounds. Current Limitation At present, Zoho Cliq allows

• Add RTL (Right-to-Left) Text Direction Button in Zoho Cliq

  Greetings Zoho Team, We would like to request the addition of an RTL (Right-to-Left) text direction button in Zoho Cliq, similar to what is already available in other Zoho apps like Zoho Desk. Currently, while using Zoho Cliq with the English interface,

• Enable Backgrounds and Video Filters for 1:1 Cliq Calls Across All Zoho Entry

  Hello Zoho Cliq Team, We hope you are doing well. We would like to request an enhancement related specifically to 1:1 video calls in Zoho Cliq. Current Behavior Zoho Cliq currently provides background and video filter options in the following scenarios:

• Zoho Flow: Stripe a Zoho Marketing Automation

  Hola! Quiero hacer un flujo con Zoho Flow, para que cuando se haga un pago en Stripe, añada el lead en Zoho Marketing Automation. Lo he configurado, configurando el disparador como "Payment created" y mapeando el campo de Stripe "Receipt email address".

• Need Customer Item Inward Module along with QC

  Need Customer Item Inward Module along with QC 1. Using Transfer Orders hit the item balance sheet 2. Items without inventory it becomes difficult for tracking purpose. 3. Custom Modules become tedious to capture multiple items, item subforms are not

• LESS_THAN_MIN_OCCURANCE - code 2945

  Hi I'm trying to post a customer record to creator API and getting this error message. So cryptic. Can someone please help? Thanks Varun

• Zoho email

  I need a list of email addresses of all contacts on my zoho

• Shift-Centric View for Assigning and Managing Shifts in Zoho People

  Hello Zoho People Product Team, Greetings and hope you are doing well. This feature request is related to Zoho People - please don't move it to zoho one! We would like to submit a feature request regarding the shift assignment and management view in Zoho

• cant upload images in signature- urgent help needed. ta!

  HI, I have been trying to insert the company logo in the signature. i have tried it several times since yesterday, the longest I waited was 1 hour and 12 minutes for the pop up window to upload a 180 KB .jpg file. what am i doing wrong.. an urgent reply

• Add Ticket button in Home view

  When I go to the My Tickets or the Knowledge Base view in our Help Centre, the Add Ticket button is available, but not in the Home view. I would really like for it to be displayed in the Home view as well. Is this possible? Thanks.

• Problem using Zoho Desk API

  Goodmorning, I am trying to use the Zoho Desk API to create a dashboard in Grafana, but I am having a problem. Following the instructions in the API documentation, I created the API Console application (server-based application). Then I created the string

• Add zoho calendar to google calendar

  Hi I keep seeing instructions on how to sync Zoho CRM calendar with google calendar but no instructions on how to view Zoho calendar in my google calendar.

• How to print a label from zoho creator app?

  Hello, I would like to print a label from zoho creator app record similar to attached one. Size 74mm x 102mm. I tried record template. It leaves plenty of space around the content and also I couldn't set the height of the page. So it is not printing properly. Could someone please direct me to right direction for this requirement?

• City field suggestion in Zoho Books

  Hi team, We are using Customers module in Zoho Books. In the Address section, we want to understand whether the City field can show suggestions while typing using any API or built-in feature. For example, if a user types “Mum”, can the system suggest

• Non-responsive views in Mobile Browser (iPad)

  Has anyone noticed that the creator applications when viewed in a mobile browser (iPad) lost its responsiveness? It now appears very small font size and need to zoom into to read contents. Obviously this make use by field staff quite difficult. This is not at all a good move, as lots of my users are depending on accessing the app in mobile devices (iPads), and very challenging and frustrating. 

• How can I check all announce?

  Hiii, May I ask how can I check all the announce based on broadcast date instead of reply date based So that I will not will miss out any new function

• What are the create bill API line item requiered fields

  While the following documentation says that the line items array is requiered it doesn't say what if any files are requiered in the array. Does anyone know? API documentation: https://www.zoho.com/inventory/api/v1/bills/#create-a-bill I'm trying to add

• This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details

  Hello, Just signed up to ZOHO on a friend's recommendation. Got the TXT part (verified my domain), but whenever I try to add ANY user, I get the error: This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details I have emailed as well and writing here as well because when I searched, I saw many people faced the same issue and instead of email, they got a faster response here. My domain is: raisingreaderspk . com Hope this can be resolved.  Thank you

• Cannot connect to imap.zoho.eu on iOS26

  Hey, I recently migrated to another iPhone and since then use iOS26. Every since then, I was not able to connect to "imap.zoho.eu" from Apple Mail. I tried deleting the account and adding it again, did not work. I tried creating an app password, didn't

• Personalize your booking pages with Custom CSS

  Greetings from the Zoho Bookings team! We’re introducing Custom CSS for Zoho Bookings, designed to give you complete control over the look and feel of your booking pages. With this new feature, you can upload your own CSS file to customize colors, fonts,

• Marketer's Space: Plan smarter with Zoho Campaigns' Calendar

  Hello Marketers, Welcome to another post! Today, we'll talk about a discreet yet significant feature that's neatly tucked inside Zoho Campaigns: the calendar. It might look like an optional but somewhat unnecessary feature that you can use occasionally,

• User

  If user is already part of manage engine endpoint central , what hapens when i try to add them to another Zoho org / directory? Are these users added as external users?

• Create static subforms in Zoho CRM: streamline data entry with pre-defined values

  Last modified on (9 July, 2025): This feature was available in early access and is currently being rolled out to customers in phases. Currently available for users in the the AU, CA, and SA DCs. It will be enabled for the remaining DCs in the next couple

• Outlook - Zoho CRM Calendar Integration

  I'm facing an issue integrating Outlook with Zoho CRM. Has anyone successfully connected their Outlook to Zoho, and are all your meetings and emails being captured correctly in the CRM? Any insights or troubleshooting tips would be appreciated

• 【Zoho CRM】ポータル機能のアップデート

  ユーザーの皆さま、こんにちは。コミュニティチームの藤澤です。 今回は「Zoho CRM アップデート情報」の中から、ポータル機能のアップデートをご紹介します。 ポータル管理の新機能「自動招待」により、Zoho CRMからポータルへの招待を自動化できるようになりました。これまで必要だった、ユーザーごとの手動設定は不要になります。設定した条件に基づいて、対象ユーザーに自動で招待が送信されます。 ポータルの新機能 条件に基づく自動招待：指定した条件を満たすユーザーに、自動で招待を送信 招待設定：招待メールの言語を選択し、言語ごとに条件を設定可能

• Contact data removes Account data when creating a quote

  Hi, Our customer has address fields in their quote layout which should be the address of the Account. They prefill the information, adding the account name - the address data is populated as per what is in the account - great. However when they then add

• Next Page