I have a small installation of Zendesk which is supporting internal users only. We are a 1-2 man operation so I don't want to over engineer anything right off the bat.
We are supporting 20+ products/processes and each one has a different SOP that we've worked with the owners to create. It's all being managed via a separate document and I would like to place those internal to ur Zendesk instance to make it easier for our agent/s.
I don't want to build out decision tree's right now - we aren't at that level of complexity. But I do want there to be a panel where an agent can 'look up' that SOP to find the right answer.
Is there a good integration that can handle this? Beyond building out internal knowledge base. I do not plan for our ticket submitters to search for answers themselves. We have an intranet for that and they are coming to us regardless.
You can check our Marketplace if there's an integration specifically for your system so that it can pull the information you need.