Hello,
I'm going to soon be migrating my team over to Zoho and, as I've been doing some tests with the product, I am unsure whether I should be using Teams or Departments to separate my two teams.
The Teams
- Team 1: Customer Support - Helping customers with general questions pre and post-sale, doing basic troubleshooting, helping with account issues
- Team 2: Technical Support / Escalated Support - Takes escalated product issues and helps resolve them with the customer
Both teams should use the same KB but support metrics should be tracked separately as the work done by each team is different.
The Problem
There doesn't seem to be a way to get the KB articles to be visible in both departments. I saw that this may be added in the future but is not currently an option.
If I use Teams, however, there doesn't seem to be a way to filter the reports Overview and Dashboards by Team --- It's either an individual or the entire department.
Any advice on how to properly configure Zoho for this type of setup?