Introducing independent categories, many-to-many mapping, and more in the community module

Hello all,

We are super excited to announce some new enhancements in our community module.

Zoho Desk's Community module is a support channel that provides people with a platform to collaborate and discuss topics of mutual interest. It serves as a better platform to make announcements for product launches and beta access of features, post queries, answer each other's questions, and initiate discussions.

Now, we have provided some enhancements to the community module to further improvise the customer experience.

We are providing,

Independent Categories
Many-to-many mapping
Associate and Default department

Independent Categories

Now, you have the provision to create independent categories and define its characteristics such as logo, name, description, associated department, visibility, moderators, and default departments. You can also associate multiple departments with an independent category.

Many-to-many mapping

Many-to-many mapping can be done between the category and department. A category created for a department can be mapped with a different department. For example, the Zphone department's category can be mapped with the Zwatch department's category.

With many-to-many mapping, users can create forums quickly and make time-sensitive decisions happen faster. Also mapping a category with multiple departments will remove redundancies.

Associate multiple departments and set default department for a category

You can associate more than one department with a category. This way, you can create forums and map them with the respective departments so quickly. You can also set the Default Department to add topics as tickets. The topics moved between the categories will reside in the department mentioned in the Default Department field.

To know more about the complete setup of community module and forums, refer to our help article.

During the past few months, we have been working hard to improve our community module, and we believe that the new enhancements provided now will help you enjoy your experience with Zoho Desk even more!

Kindly, give it a try and let us know your feedback.

Thanks for using Zoho Desk.

Have a great day!

Regards,

Varsha P

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