Departments

Departments group your team members by function so tickets reach the right people. Common examples include Billing, Technical Support, Sales, and Onboarding — but you can create any departments that match your business.

How Departments Work

Each department is a named group of team members. When a ticket is assigned to a department, it becomes visible to everyone in that department (subject to their visibility scope).

Departments serve two main purposes:

• Organisation — filter ticket views so agents focus on their area of responsibility.
• Routing — automatically direct incoming tickets to the right team based on the channel they arrive through.

Department Membership

Team members can belong to multiple departments. Within each department, a member has one of two roles:

• Agent — handles tickets assigned to that department.
• Manager — handles tickets and also receives escalated tickets that need senior attention.

A single person can be an agent in one department and a manager in another.

Ticket Routing

Departments connect to channels for automatic ticket routing. When you set up an inbound email channel, you link it to a department. Any ticket created from that channel is automatically assigned to the linked department.

For example, if you create a channel for billing@yourdomain.com and link it to the Billing department, all emails to that address become tickets visible to your billing team.

Configuration

Departments are managed in Settings > Departments. From there you can:

• Create and rename departments.
• Add or remove team members.
• Set department managers.
• Link departments to channels for automatic routing.