Zoho Desk offers powerful tools for managing knowledge base articles that enhance customer support and self-service. This guide explains how to organize, publish, and optimize these articles, including their integration with the Help Center, SalesIQ, and internal ticketing workflows.
Managing Knowledge Base Articles in Zoho Desk
What is the Knowledge Base in Zoho Desk?
The knowledge base in Zoho Desk is a centralized repository of help articles connected to support departments. These articles can serve both internal support teams and external end users, improving resolution speed and customer satisfaction.
How Can Knowledge Base Articles Be Accessed?
Knowledge base articles can be surfaced in several ways:
- Suggested Articles in Tickets: Automatically appear based on tag matches.
- Help Center: A public-facing portal for end users to browse articles and submit tickets.
- ASAP Widget: Embedded on your website for on-page assistance.
- SalesIQ Integration: Supports contextual help via live chat and pop-ups.
Where Are Articles Linked?
Each article is linked to a specific department in Zoho Desk, such as:
- Internal Support
- Customer-Facing Teams (e.g., Zenatta Support)
This ensures that articles are filtered and served to relevant audiences.
Creating and Optimizing Articles
What Details Can You Include in an Article?
When creating an article, you can include:
- Title and Body
- Tags (for search and suggestion relevance)
- Categories and Subcategories
- Display Permissions (agent-only, registered users, or public)
- SEO Metadata (title, meta keywords, and description)
How Do Display Permissions Work?
Permissions control who can view each article:
- Agents Only: Internal use only.
- Registered Users: Logged-in end users through the Help Center.
- All Users: Publicly accessible without login.
What Is the Role of Tags in Articles?
Tags are critical for:
- Enabling contextual suggestions during ticket handling.
- Improving article discoverability in the Help Center and embedded widgets.
Exploring the Zoho Desk Help Center
What Is the Help Center?
The Help Center is a default feature created for each Zoho Desk department. It allows:
- Public viewing of knowledge base articles.
- End users to log in, submit, and track tickets.
- Interaction via likes, dislikes, and comments on articles.
Can You Customize the Help Center?
Yes, customization options include:
- Access settings (e.g., login required or not)
- Language preferences
- Visual and functional customizations
What’s the Difference Between the Help Center and the ASAP Widget?
- Help Center: Full portal experience with article search and ticket submission.
- ASAP Widget: Lightweight, embedded widget offering contextual help on your website.
Reporting and Article Insights
Zoho Desk provides analytics on:
- Views
- Likes/Dislikes
- Comments
- Suggested Article Relevance
These metrics help refine your knowledge base and improve customer experience over time.