We are currently evaluating Zoho desk. We have encountered a serious problem/inconsistency in organization of ticket channels and knowledge base system.

We have two departments for our different support teams at different geographic locations. These two teams are supporting customers in their territory and they are supposed to receive support e-mails from different e-mail addresses. So, I created two departments, one for each team. Everything is fine up to this point.

Problem is, both teams are supporting the same product. So, the knowledge base articles should be common. I can manage this by making these two departments private, create a third department and add articles to third one.

However, this time, the ‘suggested articles’ in ticket reply section  fails to show any related articles because any incoming ticket is assigned to one of first two departments and not to the third one. (There are no articles in first two departments)

Duplicating articles is not a solution, because, in that case, it would mean duplicating the entire knowledge base.

How can we tackle this problem? Do you have any suggestion?

Thanks and best regards,

Mustafa Tan