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Mastering The Zoho Desk Knowledge Base & Help Center Features

This tutorial on mastering the Zoho Desk knowledge base & help center features was taken from our Zoho Desk Tutorial. Here

Zoho Desk Knowledge Base:

  • The video outlines the management of a knowledge base inside Zoho Desk.
  • Knowledge Base can present articles in a few ways: as suggested articles, direct reviews, or on a help center using a widget icon on a website.

Integration with other Zoho Products:

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  • The articles can integrate with Zoho’s Sales IQ and Zoho Desk’s Help Center.

Creating Articles:

  • Articles created in the knowledge base are linked to specific departments.
  • An article consists of a title, tags, and can now include likes/dislikes, a new feature for the Help Center side.

End-User Interactions:

  • End-users can access the Help Center to view knowledge base articles, create tickets, and like, dislike, or comment on articles.

Article Permissions and SEO Optimization:

  • Display permissions for articles can be set to only agents, registered users, or all users.
  • Articles can be linked to categories, subcategories, and tags.
  • SEO optimization features are available for articles, such as a title, meta keywords, and a meta description.

Zoho Desk Help Center:

  • Upon starting with Zoho Desk, a default Help Center is created with a publicly accessible URL.
  • The Help Center can display a list of knowledge base articles, any associated support tickets, and allows users to submit their own tickets.
  • Help Center also offers customization options, access settings, and language options.

Reporting and Analytics:

  • The knowledge base provides a list of articles with details on views, likes, dislikes, and comments, along with reporting functionality.

Interaction between Knowledge Base and Tickets:

  • The knowledge base articles can interact with tickets to present helpful articles and support agents when responding.

Billy Bates

Senior Web Developer

Billy is a Wordpress Developer with an eye for design. His knowledge will help our company website and client sites meet their goals. Billy and his young family have just moved to Ashland Oregon, and are looking forward to exploring the area’s amazing beer, wine, and food. He also has a passion for synthesizers and drum machines.

Lucas Sant'Anna


With a background in Operations Research and Data Analysis, Lucas is a Brazilian programmer that likes to get stuff done quickly and reliably. In previous jobs, he implemented industrial job scheduling, fleet management and detailed long-haul route optimization – among other data-driven processes – to reach objectives of increased profit and reduced wasted resources. His goal is to make Zoho fully automated and with more meaningful data for spot-on decisions.