Hello Zoho Team,

We hope you're doing well.

We would like to request an enhancement to the Zoho SalesIQ integration with Zoho Desk, specifically regarding the way Knowledge Base (KB) articles are mapped and displayed across departments.

Current Limitation

Currently, when syncing KB articles from Zoho Desk to Zoho SalesIQ:

• A category of articles from Zoho Desk can only be assigned to one department in Zoho SalesIQ.

• Even if that KB category is configured in Zoho Desk to be visible under multiple departments, it can only be linked to a single department in SalesIQ.

This results in a significant limitation. If we want the same set of articles to be accessible from multiple departments’ bots or help widgets in SalesIQ, we are forced to duplicate articles or restructure categories in an inefficient way.

Feature Request

We kindly request that you allow a single knowledge base category (and its articles) from Zoho Desk to be:

• Mapped to multiple departments in Zoho SalesIQ

• Synced and visible simultaneously for more than one department's configuration in SalesIQ

Benefits

• Reduces unnecessary duplication of articles and content management overhead

• Maintains content consistency across departments

• Improves support efficiency by ensuring all relevant departments have access to the most updated and relevant articles

• Aligns with Desk’s existing functionality, where a category can be made available to multiple departments

This enhancement will help organizations like ours manage support content much more effectively while maintaining a clean and unified knowledge structure.

Looking forward to your consideration.

Best regards,
Ram