Edit department

Double click on the department you want to edit. You can edit the department’s name and its permissions to other departments. In addition, there is a shortcut to the maintenance center, where you can remove unused departments.

General settings

To edit the department’s name, in this case “Support”, simply enter a new name in the text field and press the enter/return key.

Permissions to

When editing a department, it is possible to set permission rights to other departments registered in the help desk. By default, permissions to other departments are set to None. A department can either have None or Full access to another department. To clarify how permissions work, we will use the Support department as an example.

None

As illustrated in the picture above, Support does not have permission to the Sales department, as the permission right is set to None. This means that Support’s team members are unable to view and edit tickets assigned to teams or agents in the Sales department. Support’s team members are also unable to view and select agents, teams and categories defined for the Sales department. However, if a team member from Support is member of another department’s team(s) with Full permissions, this does not apply.

Full

To give Support Full permission to Sales, press followed by the “Save” button.

Giving Support Full access to Sales enables team members in Support to view, edit and reassign tickets that are assigned to a team or an agent in the Sales department. Support’s team members can also view and select agents, teams and categories defined for the Sales department. This does not mean that the Sales department has access to the Support department. The communication only goes one way. To enable a two-way communication, you have to edit the Sales department’s access rights as well.