I've noticed that I spend 90% of my time in Zendesk as Customer Support agent. We only use Zendesk external facing product issues at this time however I was thinking that it can used in different ways.
Can we use Zendesk as internal team communication tool?
We have product announcements, policy changes and operational practice changes communicated to us via in person, in slack, in email and more. The issue is that we do not have a set channel for everyone to hear about new updates. Also new information seems to be lost amongst some team members or old information is hard to find.
Does sending those updates to a View/Channel that can be seen seem like a good idea?
Can we use Zendesk as an Answer and Question queue as well?
We have questions that are asked about customers, support and how things work overall by various departments. It's hard to answer those questions in a timely manner or those questions may not be posed to all of our team members.
Can various departments send us questions to a view in Zendesk?
If you guys have case examples of this or personal experience about using Zendesk for these two items, that would be great.