Departments organise your support tickets into logical groups — such as Technical Support, Billing, or Sales Enquiries. Each department can have its own email address, assigned staff members, and notification settings.
Creating a Department
- Go to Setup → Support → Departments.
- Click New Department.
- Enter the department name.
- Optionally set an email address for email piping.
- Configure IMAP credentials if you want to poll this inbox for new tickets.
- Click Save.
Department Settings
| Setting | Description |
|---|---|
| Name | Displayed in the ticket form and ticket list |
| Email Address | The inbox for this department (used for piping/IMAP) |
| Hidden from Customers | If enabled, this department won't appear in the customer ticket form |
| IMAP / POP3 Settings | Mail server credentials for email piping |
| Delete Emails After Import | Whether to delete imported emails from the inbox after processing |
Assigning Staff to Departments
Staff members can be assigned to one or more departments. When a ticket comes in, only staff assigned to that department will be notified.
- Go to Setup → Staff and open a staff member's profile.
- Under the Departments section, tick the departments they should belong to.
- Save.
Tip
You must create at least one department before customers can submit support tickets.