The first thing you want to do in your helpdesk is to set up Departments.

Departments in Deskpro help you to effectively triage Tickets that come into your helpdesk and make sure they're routed to the right agent or groups of agents.

They have multiple effects but their main purpose is to divide up your helpdesk and let you control access to Tickets, every ticket that is created in your helpdesk will be associated with a department.

What departments do you need?

You can choose what departments you want in your helpdesk, the most common use is to represent any internal divisions within your organization, such as different departments or regions.

If you're using Deskpro as a Customer Support helpdesk you may only need one department 'Support'. Within your departments you're still able to divide up Tickets and route them into different queues of Agents by using teams, you can find out more about setting up teams in a department here.

Or if you're using Deskpro across several internal departments you may find setting up a few departments is the best way to organize your helpdesk. If you have Tickets coming into your helpdesk for your HR department and Sales team, who operate with two different user facing email accounts, e.g. hr@yourcompany.com and sales@yourcompany.com setting up two different HR and Sales Departments will help you to easily divide up which tickets need to reach which department.

Creating Departments

To create a department in the Admin interface, go to Ticket Structure > Departments.

To create a new department click the + New button.

You need to add a title for the department and click Create.

You can always edit your department settings after it has been created by selecting it from your list of departments or pressing the pencil icon when you're hovering over it.

You will be able to customize usergroup permissions, the department's contact form with custom fields and generate an embed code for a contact form widget.

It is a good idea to create a Ticket Trigger that will link your email accounts to this department, creating Ticket Triggers will be covered in Automating your Helpdesk so you can come back and set this up once you have created your Ticketing Email Accounts.