Departments are the main organizational structure of your helpdesk and allow you to control access to tickets, and define unique ticket properties for your agents and contact form properties for your users.
Example departments include:
- Support/Sales/Marketing: internal divisions within your company
- UK/Europe/Australsia: internal divisions with your company
- Support > Technical Support > Software Support and Sales > Enterprise > Small Business : divisons that have sub-departments
- Support: a single department to manage all of your tickets
Adding your departments
To add your departments go to Admin> Tickets > Departments and create the structure you want to use to manage your helpdesk. You can add a different name for your end users by ticking 'Show a different title to end-users'.
After creating your department(s) you can customize which agents and which users have access to which departments. There is a 'Permissions' tab which shows you an overview of who has access. This means you can set your helpdesk up so agents only see the most relevant tickets (and not your entire helpdesk) and your users can only create tickets for the departments they are allowed to contact.
Every ticket in your helpdesk will be associated with one department which will allow you to create custom forms for your agents so they are entering the most relevant information and details for each area of your business.
You can view more information about Departments in our guides here.