Dear Zoho SalesIQ Team,

We’d like to suggest a refinement to how Zoho SalesIQ displays knowledge base articles that are synced from Zoho Desk.

Current Behavior

Zoho Desk allows us to control whether author information (name, profile picture, etc.) is shown on help articles via the “Display author info” setting. However, we’ve noticed that this setting is not respected in SalesIQ. Even if author info is hidden in Zoho Desk, it still appear in the articles shown via SalesIQ.

Why This Matters

• 📣 Inconsistent Presentation: When author info is hidden on the Help Center but shown in SalesIQ, the user experience becomes inconsistent.

• 🔒 Privacy Concerns: In some organizations, it’s important to not show author details—whether for privacy, branding, or team structure reasons.

• 🔁 Redundant Management: Having to manually manage visibility in both Desk and SalesIQ creates unnecessary complexity (If there is such a setting within SalesIQ - Still haven't found such)

Proposed Solution

We propose that SalesIQ should inherit and reflect the "Display author info" setting from Zoho Desk for each synced article. Specifically:

• If “Display author info” is enabled in Desk, then author details can be shown in SalesIQ.

• If it is disabled in Desk, SalesIQ should not display the author details.

• Ideally, an additional sync option could be introduced:
  ☑ Sync and respect “Display author info” setting from Zoho Desk

Benefits

• ✅ Consistency: Ensures articles appear the same in both the Help Center and SalesIQ chat window.

• 🔒 Respect for Admin Preferences: Maintains control over how team member identities are presented to customers.

• ⏱ Simplified Management: Eliminates the need to update visibility preferences in two systems.

• 💼 Professional Appearance: Aligns knowledge base presentation across platforms.

We believe this update would bring added coherence, trust, and professionalism to the customer experience across platforms.

Thank you for considering this enhancement.

Best regards,
Ram