Departments & Teams

Departments

Departments are used to separate different teams and their configurations, such as categories. It is common that these departments are mapped to the different divisions in the organisation. Departments can also be based on e.g. different products, locations or area of expertise.

Each department will have its own set of permissions to and from other departments, categories and email configuration, which enables you to manage support tickets individually for each department.

Teams

Teams are used to separate agents and administrators into teams under departments that offer support. They are often defined by e.g. products, locations or area of expertise. As illustrated in the picture above, each team holds information about chosen language and local, and the number of team members.

You can set default team for an agent in the User profile page. When a ticket is created and assigned to an agent, the ticket is also assigned to his/her default team.