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 too! Take 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!

    • 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.

    • Recent Topics

    • sync views to sheet

      Im looking to sync my views aka reports in analytics to zoho sheets, when data is updated in analytics it also should be updated in sheets, till now zoho sheets only offer raw data connection and it is not enough as these reports are difficult to re-do

    • How to update the Status in a custom module?

      Hi, I have a custom module "cm_payment_registry" in Billing, I am trying to change the status which is "Draft" with: array = {"custom_status":"Approved"}; zoho.billing.update("cm_payment_registry",organization.get("organization_id"), XXXXXXXXXXXXXX, array,"connectionname");

    • how to add email to existing organization i w

      I am already registered my organization and i have an email id. I need one more email id but i can't find anywhere .i want the cheapest email id . how to add ?

    • is it possible to add more than one Whatsapp Phone Number to be integrated to Zoho CRM?

      so I have successfully added one Whatsapp number like this from this User Interface it seems I can't add a new Whatsapp Number. I need to add a new Whatsapp Number so I can control the lead assignment if a chat sent to Whatsapp Phone Number 1 then assign

    • Replace Zoho Invoice with QuickBooks

      We are implementing Zoho FSM for a cleaning business in the US with 50+ field workers. This business has been using Quickbooks for accounting for decades and will not migrate to Zoho Books. A major issue in the integration is the US sales tax calculation.

    • Reply and react to comments

      Hi everyone! We're excited to bring to you a couple of new features that'll make your sprint process simpler. A cloud application brings with it an array of social media features that can be efficiently used in your organizational setup. As an agile scrum

    • Possible to connect Zoho CRM's Sandbox with Zoho Creator's Sandbox?

      We are making some big changes on our CRM so we are testing it out in CRM's Sandbox. We also have a Zoho Creator app that we need to test. Is it possible to connect Zoho CRM's Sandbox to Zoho Creator's Sandbox so that I can perform those tests?

    • 2025 Highlights: A Year of Steady Progress and Significant Developments

      As we come to the end of 2025, let's take a moment to reflect on the significant progress and developments we've made to improve your travel and expense management. In the Spotlight Introducing Online Booking (US edition only - Early access) Enable online

    • Hide/Show Subform Fields On User Input

      Hello, Are there any future updates in Hide/Show Subform Fields "On User Input"?

    • Zoho Sheet for Desktop

      Does Zoho plans to develop a Desktop version of Sheet that installs on the computer like was done with Writer?

    • e-mail bloqueado

      Estou com meu e-mail lucas@peplus.me bloqueado, preciso desbloquear para retorno de usos em minhas atividades.

    • ¿Cómo puedo configurar las contraseñas creadas bajo una directiva para que nunca caduquen y no aparezcan como caducadas en los informes?

      ¿Cómo puedo configurar las contraseñas creadas bajo una directiva para que nunca caduquen y no aparezcan como caducadas en los informes? La razón por la cual contraseña estas no deben caducar es porque su actualización depende de mi cliente y no de mí.

    • Function #42: Show the actual rate of items on invoices

      Hello everyone, and welcome back to our series! In Zoho Books, you have the ability to create Price Lists, wherein you can mark up and mark down the item rates by a specific percentage or set custom rates. Generally, when you apply a price list to an

    • Ability to Set Text Direction for Individual Cells in Zoho Sheet

      Dear Zoho Sheet Team, We hope you are doing well. We would like to request an enhancement in Zoho Sheet that allows users to set the text direction (right-to-left or left-to-right) for individual cells, similar to what is available in Google Sheets. Use

    • New in CRM: Dynamic filters for lookup fields

      Last modified on Oct 28, 2024: This feature was initially available only through Early Access upon request. It is now available to all users across all data centers, except for the IN DC. Users in the IN DC can temporarily request access using this form

    • Warehouse fast processing

      Hey guys, would anyone be interested in something like the attached image ? If there's any interest I'd be willing to develop it further for others to use, it's much faster than using Zohos native solutions, it can part pack, pack in full, part ship,

    • Can't change form's original name in URL

      Hi all, I have been duplicating + editing forms for jobs regarding the same department to maintain formatting + styling. The issue I've not run into is because I've duplicated it from an existing form, the URL doesn't seem to want to update with the new

    • Start/Stop Timmer in Chrome Extension

      The chrome extension is great and allows you to do allot however one of the most common things employees working on projects need to do is track their time. Having an easy start/stop timer to track time would be great.

    • Invalid collection string

      I haven't changed anything in one of my functions. I'm trying to run it manually and suddenly "Invalid collection string" appears. My code has 6 lines and the error says that the error is on 7th line. Why? What does this error mean? Nothing has been changed

    • Zoho Directory 2025: New Features | Security Enhancements | Enriched UI

      Hello everyone, Greetings from the Zoho Directory team! 2025 has been a highly successful year for Zoho Directory. We are delighted to introduce a fresh set of features, an enriched UI, and major product enhancements. These updates aim to deliver a smoother

    • Bulk Schedule for Posting TikTok

      Hallo, We have a client whose business is a social media agency specifically TikTok. Currently they are handling 30 TikTok accounts from. I think zoho Social can handle it with Agency License + with Add on 10 Brands. Their concern is related to posting

    • zoho people 5 report

      How do I customize my report in Zoho People Report? I understand that I can get the results of multi-table queries through SQL join statements, but I don't know the relationship between each table. I tried to create a report using Attendance User Report

    • Leave Report Emailed Weekly

      I am wondering if someone knows how to have a report generated either weekly or monthly or both for department heads and ownership of upcoming employee leave. For instance, it would be nice to get an emailed report on Friday for the upcoming week of who

    • Ability to Edit YouTube Video Title, Description & Thumbnail After Publishing

      Hi Zoho Social Team, How are you? We would like to request an enhancement to Zoho Social that enables users to edit YouTube video details after the video has already been published. Your team confirmed that while Zoho Social currently allows editing the

    • Zoho Flow Decision Continuing Despite Not Meeting Conditions

      I have a picklist field called Lead Status in the leads module, with the following lead Statuses: New Lead Attempted Contact - 1 Attempted Contact - 2 Attempted Contact - 3 Attempted Contact - 4 Attempted Contact - 5 Attempted Contact - 6 Attempted Contact

    • 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

    • zoho labels api not working

      We're using n8n to automte email reply using zoho api. I'm facing issue with label api. I added the required scopes but its not working. i followed zoho api documentation but didn't work. also, where do i find/how do i create zoho oauth token mentioneeed

    • Zoho Books Sandbox environment

      Hello. Is there a free sandbox environment for the developers using Zoho Books API? I am working on the Zoho Books add-on and currently not ready to buy a premium service - maybe later when my add-on will start to bring money. Right now I just need a

    • Tip #55- Accessibility Controls in Zoho Assist: Exploring Vision Settings- 'Insider Insights'

      As we approach the end of the year, it’s a good moment to reflect on how we can make our tools more inclusive and easier to use for everyone. Remote support often involves long hours in front of screens, varied lighting conditions, and users with different

    • Zoho Recruit Slow and Freezing on all screens

      We have had an issue with Zoho Recruit for weeks being extremely slow and at times freezing.  We have 100 mega internet, and I went into each computer and updated the virtual memory so there is more available.  Also restarted all computers daily.  Still having the issues.  Almost unable to work.

    • Credit Management: #2 Configuring Right Payment Terms for Credit Control

      Think about the last time you ordered something online and saw that little note at the checkout, "Pay on Delivery" or "Pay later". It's simple, but it actually sets the tone. As a business owner, you know exactly when payment is expected. Now, imagine

    • Dependent (Conditional) Fields in Zoho Bookings Forms

      Hello Zoho Bookings Team, Greetings, We would like to request the ability to create dependent (conditional) fields in Zoho Bookings registration forms. Current Limitation: There is currently no way to make one field’s available options depend on the value

    • Bug Report: Search fails to find existing notes after Evernote import

      Hello, I recently migrated from Evernote (~2600 notes across 23 notebooks), but the search functionality is currently broken. The Issue: I can manually browse to a specific note and see it exists. However, when I type the exact or partial title of that

    • Marketing Tip #13: Win repeat customers with post-purchase emails

      The relationship with your customer doesn’t end after the sale; that’s when it begins. A thoughtful post-purchase message shows customers you appreciate them, keeps your brand top of mind, and can even lead to another sale. You can thank them, ask for

    • Zoho Form

      I have problem with Zoho Form. One of form i don't received the PDF version. Others okay except this one. W904533

    • Introducing the Zoho Projects Learning Space

      Every product has its learning curve, and sometimes having a guided path makes the learning experience smoother. With that goal, we introduce a dedicated learning space for Zoho Projects, a platform where you can explore lessons, learn at your own pace,

    • Create & Update Zoho Vault Passwords via Zoho Flow

      Hi Zoho Flow / Zoho Vault Team, We’d like to request an enhancement to the Zoho Vault integration in Zoho Flow. Current Limitation: At the moment, Zoho Flow supports only the following selected Zoho Vault actions, such as: Fetch passwords, Share passwords

    • Is Zoho Communityspaces now part of Zoho One?

      Is Zoho Communityspaces now part of Zoho One?

    • Streams/Shared email doesn't show up in windows trident app. It works fine on MAC. Is there any difference between 2 install ?

      I can see streams/share email boxs on my MAC version of trident app but i can't see them in windows version of trident app. Is there any difference between 2 install? I try to find setting but not able to see any setting to add stream/share email boxes.

    • Credit Note for Shipped and Fatoora pushed invoices

      We have shipped a Sales Order and created an Invoice. The Invoice is also pushed to Fatoora Now we need to create a credit note for the invoice When we try it, it says we need to create a Sales Return in the Zoho Books, we have already created a Sales

    • Next Page