Best way to organize Zoho Desk with CRM products

Best way to organize Zoho Desk with CRM products

I'm having a bit of trouble finding out how I'm supposed to organize our Zoho Desk (departments vs teams vs products) and how to use it.

We want to use the KnowledgeBase, Community, and Tickets sections.

Here's a general overview of our company to get a better idea:

- We have 4 products - 3 products are going to be "private" (they are for our private professional customers and need an account to view KB articles about them). And the other product will be public (consumer)
- We will have a "Support" and a "Customer service" team/department.
- We set up all four products in the CRM and linked it to Zoho Desk.

What I'm wondering is what I should use for Departments, Teams, and/or products. Currently I put my departments as our Product names, then the Teams will be "Support", "Customer Service", etc. (under each Department). But then I don't know what the point of linking the products from the CRM will be. It becomes redundant if the Departments are the product names.

Knowledge Base:
Our Knowledge Base main categories are the Product names. So for example: Product A (linked to Product A department), Product B (linked to Product B department), etc... Seems redundant.

Tickets form:
Then there's the Tickets form.  It requires the user to choose the Department (which is the product name essentially), then below there's a input box for the user to put the "Product Name" the ticket is for. Another redundant issue.

Any advice or answers would be greatly appreciated.

Eric



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