Departments
The queues your tickets flow into — Sales, Technical, Billing, Complaints — each with its own staff, email address and targets.
What is it?
A department is a named queue with its own members, incoming email address, business hours, service targets and default assignment behaviour. Every ticket belongs to exactly one department at any moment, and can be transferred between them.
Why does it exist?
Without departments there is one enormous queue and no way to say who is responsible. With them, a billing query is never technical support’s problem, and each team sees only the work that is genuinely theirs.
How does it work?
1
Create a department and give it a clear customer-facing name.
2
Add staff members; they will see the queue on their dashboard immediately.
3
Set the incoming email address — mail sent there becomes a ticket in this department.
4
Choose business hours and the SLA policy the clock should follow.
5
Decide whether new tickets auto-assign in rotation or wait to be picked up.
WHO USES IT
Administrator
WHAT MANAGEMENT ACHIEVES
Clear accountability. Several employees can never again each assume somebody else is handling the customer.
In practice
A technical enquiry goes to the technical department while a billing query goes to accounts — automatically, from the category the customer selected on the form.
See this screen in the real software:
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