Departments

Departments let you route tickets to the right team. Each ticket can belong to one department, and agents are assigned to one or more departments.

Department Fields

Field	Description
Name	Department display name
Description	Short description of the department's purpose
Email	Department-specific email address (optional)
Default	If enabled, new tickets are automatically assigned to this department
Sort order	Display order in dropdowns and listings
Status	Published or Draft

Creating a Department

1. Navigate to Admin → Support Desk → Departments
2. Click Create
3. Fill in the name and description
4. Optionally set a department email
5. Enable Is Default if this should be the fallback department for new tickets
6. Set Status to Published
7. Click Save

Default Department

Only one department can be marked as default. When a customer submits a ticket without selecting a department (or when a department is not required), the default department is used.

You can also set the default department in Admin → Support Desk → Settings → General → Default department.

Assigning Agents to Departments

Agents are assigned to departments in one of two ways:

• When creating or editing an Agent, select the departments they belong to
• When viewing a department, the assigned agents are listed

Agents only see tickets from departments they are assigned to in the agent portal.

Assigning Tickets to Departments

• On submission: Customers select a department when submitting a ticket (if more than one department exists)
• In admin panel: Change the department from the ticket detail view
• In agent portal: Agents can update the department from the ticket detail view

Deleting a Department

Deleting a department does not delete the tickets assigned to it. Tickets remain but lose their department association. Reassign tickets before deleting a department.