We're an MSP considering using Zendesk for our MSP IT Help Desk portal.
One of the services we offer our clients is the ability to a protected Knowledge Base Area where they can access articles we've written for them related to their infrastructure. For example, how to enrol a device into their MDM.
This means we need a single Zendesk subscription, but multiple KBs instances or a single KB instance with different authentication for each client's area. So Client A should only be able to see KB articles for their organisation and should not be able to see KB articles for Client B. Also, each Client should be able to have their own unique SSO authentication for each KB area (e.g. Client A might have SSO via ADFS. And, Client B might have SSO via Azure AD).
We're currently achieving this with Zoho Desk, using Departments. We're considering looking at Zendesk because a lot of our customers are on Zendesk, and we're doing a lot of automation work for them, so looking for a platform we can use ourselves so that we're familiar with Zendesk both from an integration and end-user perspective.
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