Departments

This module allows you to create and customize departments. A manager can be assigned to each department, choose the email account that each department will use to communicate with customers. Any communication/ticket received via email will be assigned to a relevant department. After creating a department, you can return to the Admin panel to assign agents to the department.

You can create Department by performing the following steps: Go to Admin panel > Staff > Department > Create department

Name: Enter the name of the department e.g. L1 Support, L2 support, development etc.

Type: You can select whether the department will be Public or Private by clicking the corresponding radio button. Private department are not visible in client panel.

SLA Plans: Each department can have a unique SLA plans.

Manager: Select a manager of the department from the drop down list, all the user accounts created will appear in this list.

Outgoing Email: Enter the email id that the department will use to send an email to the clients.

There is an option to have a system's default department signature by selecting the checkbox just below the department signature box.

Click on Save to retain the department details and continue.