Share Templates, Snippets (general information)

Share Templates, Snippets (general information)

Hi Community, 

 

we are new to Zoho and using now Zoho Desk and Zoho SalesIQ (for Chats). In Zoho Desk we have 5 different departments.
As in most customer service departments, most of the questions/chats are similar, so I would love to build up a good knowledge base for all agents.
As snippets are not shareable with other agents, we use Mail-Templates. But here we have the problem, that we cannot share this with other apartments or with salesiq.

As we use the same information in different situations (short version – Chat, long version – Mails, long description – articles) I’m looking also for a way to connect this information.
Maybe some of you faced the same problem and have suggestions how you cope with that.

Cheers,
Elisa






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