To manage your Ticket Departments, go to Ticket Structure > Departments. You’ll see the list of Departments (and their sub-departments) currently in your helpdesk. The defaults for a new helpdesk are “Support” and “Sales”, but you are free to edit these.
You can change the order of Departments by dragging them with the handles on the left. This changes the order in which they’re displayed to Users and Agents.
You can create an unlimited number of Departments; most enterprises will have fewer than ten, but you can structure your Departments as you feel necessary.
If your helpdesk is very small, you may decide that you do not need to use multiple Departments.
You need to keep at least one Department in your helpdesk, but if you have a single Department, Users are not shown the Department field on the Ticket submission forms.
Department Properties
To make a new Department, you need to go to Ticket Structure > Departments and click on the + New button, which will provide you with the window to create and edit your department.
Edit the Title field to change the Department’s name. You can select Show a different title to end-Users if you want to enter an alternative Department name to be displayed to Users.
You can set a Department Avatar - an icon to represent the Department that will be shown in various parts of the Agent Interface:
Select Pick Icon to select an icon for the Department from a predefined set, or click Upload Image to upload your own.
Built-in Department Triggers
The New Ticket Trigger defines an automated action that runs when a Ticket in this Department is submitted through the Help Center.
The Ticket Changed Trigger defines an automated action that runs when a Ticket is moved into the Department.
You can also create your own Triggers, as well as other kinds of automation. See the section on Automating with Triggers and Departmental Triggers for more details.
Sub-Departments
You can group similar Departments by making them Sub-Departments of a parent. This can help organize your Departments if you have a lot of them.
To create a Sub-Department, create a new Department and then select its Parent. For example, you could create a Consumer Sales Department, then make its parent Sales.
If a Department has Sub-Departments, you can only assign Tickets to the Sub-Departments. As a result, there is no point having only a single Sub-Department within a Department.
If you make a Department with existing Tickets into a parent, its Tickets are moved to the Sub-Department.
You can only have Sub-Departments one layer deep.
You can have Sales > Consumer Sales and Sales > Professional Sales Sub-Departments, but not Sales > Consumer Sales > Budget Range.
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