We are using Zoho One for almost a year. Still, we couldn't finish exploring all the features of Zoho yet but we are discovering interesting stuff lately but daily. Almost 4 months we decided to use Zoho Desk help center A.K.A Knowledgebase to build a strong documentation portal for our services to our loyal clients to avoid repeated questions and problems that overwhelmed our support team. I love it.
Although, some important features are still needs to be available by Zoho Desk for it's public help center. I can summerize some of them. I would appreciate if you also miss something important here, please add yours here as comment too.
- Publicly accessible sitemap.xml for knowledgebase
It's very much important for SEO and Google Search Console for content discovery. Because every article we write needs to get visible in SERP
- Google Tag Manager or Limited JS embed
I know there will be a security risk to implement that in public help center and also I know that we can add Google Analytics but it's not enough. If Zoho can develop deluge, then it also can give facility to embed custom JS or Google Tag Manager system fully or limited basis.
But honestly, it's very much necessary. For example, I can provide one use case. We run ads on various platform and most of our ad methods relies on remarketing. We need to implement LinkedIn remarketing tag, Twitter remarketing tag, Facebook Pixel. We want to analyze what types of topics our users or clients are looking and we can build more better solutions for that or we can understand their intent and attract them with relevant ads.
I am running out of time. I hope, I will come back to this article to give some heads on idea to Zoho Desk team with some other missing components that is generally necessary for large portion of it's user.
Note: If you have anything in mind that you miss in Zoho Desk help center public portal, please add it here.