The self-service portal is a service request workflow that's integrated into Zoho Lens. It enables organizations to capture, manage, and resolve support requests through a structured, efficient process—eliminating the reliance on phone calls, fragmented ticketing systems, or back-and-forth email coordination.
In simple terms, the self-service portal connects an end user (customer/technician) directly to the right technician, every time.
Log into your Zoho account and go to Settings > General > Self-Service Portal. Use the toggle button to activate self-service portal for your organization. You can disable it any time.
Click Customize to enable department-specific portals and you'll get unique portal links for each department.
Embed the portal link within your help button on the webpage. Alternatively, you can click the portal link to get an unique QR code and paste it in workspaces or machinery.
Once customers start submitting their issues through the portal link (through a click or scan), their requests will land in your service queue.
Admins and team leads review incoming requests and assign each one to the most suitable technician based on skill set, availability, or department.
Once the technician accepts, an AR session launches instantly and the customer joins directly from the request page. With the full suite of AR tools at their disposal, technicians can resolve the issue in no time.
Beyond the core workflow, the self-service portal is equipped with capabilities designed to give organizations greater flexibility, visibility, and control over their support operations.
Support requests don't always arrive at the right destination the first time. Zoho Lens' self-service portal allows technicians and admins to reassign requests to the appropriate department seamlessly, ensuring continuity without disruption or the need to restart the process.
Technicians can decline requests that fall outside their scope or capacity. This keeps the queue accurate and ensures that customers are connected to the most qualified person for their specific issue.
On configuration, each department gets a unique QR code, which can be shared directly with end users. This enables precise delegation from the outset, reducing misrouted tickets and improving the overall clarity of support operations, especially in multi-department organizations.
Sessions initiated from the self-service portal are fully logged and reportable. Dedicated reports provide a detailed view of each request, along with the final request status—completed or declined. This data offers a reliable foundation for performance tracking, process improvement, and compliance reporting for management teams.
Rather than just an operational upgrade, a self-service portal delivers measurable value across the teams and customers that rely on your support function every day.
By replacing fragmented communication channels with a single, structured workflow, a self-service portal cuts down on the time and resources spent coordinating support. Fewer misrouted requests, fewer redundant touchpoints, and less manual intervention means your team is operating more efficiently—and at a lower cost.
From QR code scan to active AR session, the entire process is designed to eliminate delays. Automatic session initiation, direct customer access, and clear technician assignment ensures that issues are addressed quickly without back-and-forth delays.
Technicians spend less time on administrative coordination and more time resolving issues. With requests clearly assigned and flexibility in routing them, the daily workflow becomes significantly cleaner, enabling teams to handle higher request volumes without added strain.
Support interactions that are fast, structured, and easy to initiate leave a lasting impression. Customers scan, submit, and connect in minutes—and the quality of AR-assisted resolution reinforces trust in your organization's ability to deliver reliable, responsive support.
A self-service portal is a versatile tool that can be repurposed for your business workflows. Whether you're managing factory floors, hospital wings, or retail outlets, it adapts to your operational demands and scales with your fluctuating service needs. Here's what that looks like across industries.
Start a free trial of Zoho Lens today and explore the self-service portal alongside the platform's full suite of AR remote assistance tools.
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