Mangoho - Blog #Zoho Desk

Keep Updated with New KnowledgeBase Articles in Zoho Desk

Wed, 24 Dec 2025 00:33:01 +0000

Stay Up To Date With Knowledgebase Articles

We thought we would publish this small but significant feature in Zoho Desk, which allows end users of your corporate help center to stay updated whenever a new knowledge base article is published by your organization help desk administrators.

In addition, it's a good example of where Zoho listen to their global partner base and really do implement features based on end user feedback which is often voiced to them through their partner network.

We were one of the partners who specifically requested this feature and have already noticed how well it is being received.

The Problem

The Zoho Desk knowledgebase feature allows your customers (end users) to search articles in your company knowledgebase to undertake self-help for low-level issues and this reduce agent admin time. However, in previous iterations of the desk whenever knowledge base articles were added, there was no way of notifying the end users, so they would often not be aware of new articles until physically searching themselves.

End users would often contact us saying explicitly that they were never aware of new information going into the knowledge base and felt it would be useful to be updated whenever a new article went into the article base for them to then check out and this resulted in low uptake of this valuable module.

The Solution

The feature being highlighted in this blog is a simple 'subscription' to a channel or department, by the end user, accessible to end users in the knowledgebase screen in the Help Centre.

Once an end user subscribes he/she will be notified whenever a new knowledge base article is added to the knowledge base for that department.

A notification email is unobtrusive and simply lets them know something new has been added, along with the article title. The end user then has the option to go in and take a further look.

This also serves the purpose of reminding them they are a member of a Help Center that they can access at any time; as well as pushing information about your products and services to your end user base whether or not they specifically apply to them at the time. This way you will always be able to remind them you are there to help and also that your products or services are improving all the time.

We think this is a simple but effective feature that was taken on board by the hohan implemented into the online help desk software Zoho Desk as part of their ongoing software improvement process.

For more information about Zoho desk please click here.

Time Support Work in Zoho Desk

Wed, 19 Sep 2018 12:48:33 +0000

Zoho Desk, the online helpdesk solution from Zoho, now has a timer function where support agents can either manually or automatically time the work taken to do customer support tickets.

The function is very cool and has been a long-standing request of Zoho and in their usual open minded way Zoho have listened to customer feedback and implemented this feature.

It allows agents to select the timer start button manually while they're working on a ticket or in the administration panel you can opt to do this automatically as soon as the ticket is opened, which gives an even more efficient way of timing work.

There are also features that will stop the timer if there is no activity for more than a defined period.

The end result of this accurate timing of support tickets is that you can run more accurate reports to show time taken on each individual customer and their support to kids but more importantly if you run a chargeable support platform then you are able to integrate Zoho Desk with Zoho Invoice and create invoices based on the time taken on tickets. this allows you to use a far more accurate billing system which your customers will love.

Zoho Desk is a powerful and affordable online helpdesk solution for small to medium businesses.

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Zoho Desk Gets a Makeover

Thu, 29 Mar 2018 15:32:32 +0000

Zoho Desk (formerly known as Zoho Support), the powerful and affordable online helpdesk solution by Zoho, has had a facelift recently, with numerous enhancements to the user interface.

The first of these, and the most obvious, is the menu structure, which now lists the main modules - Tickets, Knowledgebase, Customers, Reports - across the top of the screen, making it far easier to jump between the modules.

The next is a useful layout change opn the Ticket screen, which sees the sub categories now placed above the Ticket, in a linear menu format, which again means you can jump between the related sub categories of the Ticket easily and quickly.

Finally the Setup screen now opens on top of the existing screen, rather than reloading the browser and thus moving away from the previous screen, so you do not get 'lost' any more and can simply adjust any settings as needed, then close the Settings screen and contine where you left off.

We also really like this widget that's shown on each ticket when viewing the ticket details:

Easily check customer information, access 'Solutions' to ticket related problems, or get an insight into the history of the Ticket, without losing sight of the main Ticket window.

More Information

More information on Zoho Desk can be found here.

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Contact us here for more details on Zoho Desk or for a no obligation discussion on how Zoho Desk can benefit your business.