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Admin Guide
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  • Introducing Deskpro
    • Deskpro Features and Benefits
    • Deskpro basic concepts
    • Account Types
    • Deskpro Interfaces
  • Creating Your Helpdesk
    • Cloud vs. On-Premise
    • Cloud Sign-Up
    • Custom Domains
    • Setting Basic Details
    • Disabling the Helpdesk
  • Launching Your Helpdesk
    • Personalize your Helpdesk
    • Organize with Departments
    • Set up your Agents
    • Decide on User Channels
    • Triggers for Automation
    • Extra Customization options
    • Launch the Helpdesk!
  • Importing Data
    • Helpdesk Data Importer: Zendesk
    • Helpdesk Data Importer: Kayako
    • CSV User Import
    • Import/Export via API
  • Managing and Deleting Personal Data
    • How To: Delete Knowledgebase Articles
    • How to: Delete Chats
    • How to: Delete Tickets
    • How to: Delete Users
    • How to: Delete Agents
    • How to: Export User Data
    • How to: Delete Guide Topics
    • How to: Delete Downloads
    • How to: Delete News Posts
  • Agents
    • Creating Agents
    • Agent Permissions
    • Permission Groups
    • Agent Teams
    • Logging in as an Agent
    • Monitoring Agents
    • Satisfaction Survey
    • Managing Agent Passwords
    • Editing Agent Profiles
    • Deleting an Agent
    • IP Whitelisting
    • Admin Access Log
  • Departments
    • Departments Overview
    • Managing Ticket Departments
    • Using Departments
    • Department Permissions
  • Email Accounts
    • Adding Ticket Email Accounts
    • Email Accounts and Triggers
    • Department/Email Links
    • Email Handling Options
    • Running an email-only helpdesk
    • Monitoring email accounts
    • Dealing with spam
  • Ticket Fields
    • Categories
    • Priorities
    • Workflows
    • Products
    • Custom fields
    • Field validation and display
    • Ticket form layouts
    • Ticket ref codes
  • Automating the Helpdesk
    • Triggers
    • Trigger examples
    • SLAs
    • Macros
    • Escalations
    • Satisfaction survey request
    • Round robins
    • Setting urgency automatically
    • Incoming Webhooks
    • Displaying IDs for items
    • Actions guide
    • Sending SMS alerts
  • CRM and usergroups
    • Usergroup permissions
    • User registration
    • Managing user passwords
    • Custom CRM fields
  • Portal
    • Basic portal settings
    • Portal branding and design
    • Customizing portal content
    • Advanced portal editing
    • Enabling Guides
  • Multi-Branded Portals
    • Setting up a New Brand
    • Feedback in Multibrand
    • Multi-Brands
    • Tickets in Multi-Brands
    • Agent Permissions in Multi-Brands
    • Ticket Triggers in Multi-Brands
    • Escalations in Multi-Brands
    • SLA’s in Multi-Brands
    • Snippets in Multi-Brands
    • Snippet Variables in Multi-Brands
    • Reporting in Multi-Brands
  • Chat
    • Chat setup
    • Multi-language chat
    • Chat departments
    • Chat queues
    • Chat embed
  • Editing Templates
    • Introducing templates
    • Twig syntax basics
    • Email templates
    • Portal templates
    • Useful template variables
    • Variables in custom phrases
  • Localization
    • Date & time settings
    • Languages
  • Deskpro Apps
    • App permissions
    • Authentication apps
    • Gravatar
    • Share Widget
    • Resolve User Hostnames
    • Google Analytics
    • Highrise
    • HipChat
    • Microsoft Translator
    • JIRA
    • Salesforce
    • Twilio SMS
    • Clickatell SMS
    • SendGrid
    • Trello
    • Zapier
  • Authentication and SSO
    • Agent and user authentication
    • Understanding SSO options
    • Auto agent
    • Grant usergroup
    • Multiple usersources
    • Filtering a usersource
    • Importing user data
    • Active Directory setup
    • LDAP setup
    • JSON Web Token setup
    • SAML setup
    • Database auth setup
    • OneLogin setup
    • Okta setup
    • Google+ setup
    • Wiacts Nopassword setup
  • Integration
    • Using web hook actions
    • Using the Deskpro API
    • Creating widgets & apps
  • Labels
    • Introduction to Labels
    • Managing labels
    • Merging labels
    • Setting label colors
    • Label permissions
  • Agent Interface Options
    • Automatic ticket locking
    • Setting ticket defaults
    • Time log and billing
    • Problems & incidents
    • Custom filters
    • Ticket archiving
    • Ticket purging
  • Anti-Abuse Options
    • Login lockout
    • Portal rate limiting
    • Email rate limiting
    • CAPTCHA settings
  • Exporting Data
    • Exporting data via API
  • Billing and Licensing
    • Cloud licensing
    • On-Premise licensing
  • Appendix
    • Deskpro Terminology

Managing Ticket Departments

23/03/2017 22/05/2018

To manage Ticket Departments, go to Tickets > Departments. At left, you’ll see the list of 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 at left. This changes the order in which they’re displayed to Users and Agents.

You can have an unlimited number of Departments. Most enterprises will have fewer than ten Departments, but you can structure your Departments as you feel suitable.

If your helpdesk is very small, you may decide that you do not need to use Departments. You need to keep one Department in your helpdesk, but if you only 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 enter information in the Properties tab.

../_images/depts-props.png

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.

Note

If you have multiple languages enabled, you will need to enter a translation for Department titles for each language: go to Settings > Languages, click Edit Phrases and enter translations for Ticket Departments.

You can set a Department Avatar - an icon for the Department that will be shown in various parts of the Agent Interface:

../_images/avatars-depts-agent.png

Select Enable Department Avatar, then click Pick Avatar to select an icon for the Department from a predefined set, or click Upload Avatar 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 Portal.

The Ticket Changed Trigger defines an automated action that runs when Ticket is moved into the Department.

Besides these simple, built-in Department Triggers, there are more built-in Triggers. You can also create your own Triggers, as well as other kinds of automation. See the section on Triggers for Automation and the chapter on Automating the Helpdesk for more details.

Sub-Departments

You can group similar Departments by making them Sub-Departments of a parent Department. 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.

../_images/depts-subdepts.png

Note

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: for example, you can have Sales > Consumer Sales and Sales > Professional Sales Sub-Departments, but not Sales > Consumer Sales > Budget Range.

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