Hi Community, 

we are new to Zoho and using now Zoho Desk and Zoho SalesIQ (for Chats). In Zoho Desk we have 5 different departments.
As in most customer service departments, most of the questions/chats are similar, so I would love to build up a good knowledge base for all agents.
As snippets are not shareable with other agents, we use Mail-Templates. But here we have the problem, that we cannot share this with other apartments or with salesiq.

As we use the same information in different situations (short version – Chat, long version – Mails, long description – articles) I’m looking also for a way to connect this information.
Maybe some of you faced the same problem and have suggestions how you cope with that.

Cheers,
Elisa