Support Departments

Support Departments

Departments let you route tickets to the right team and keep your support operation organised.

Creating a Department

1. Go to Departments from the navigation.
2. Click New Department.
3. Enter a name (e.g. Technical Support, Billing, General Enquiries).
4. Optionally add a description and set an email prefix for the portal.
5. Click Save.

Assigning Agents to Departments

In Agent Settings, each user can be assigned to a specific department. When a ticket is created for that department, it can be auto-routed to the agents assigned there.

Department-level Views

On the Tickets list, you can filter by department to see only tickets for a particular team. The Dashboard also shows ticket counts broken down by department.

Tips

• Keep department names short and clear — customers see them when submitting portal tickets.
• Create an All Departments agent by leaving the department blank in Agent Settings — these agents see all tickets regardless of department.