Department Management

Organize your support team into departments for better ticket routing and management.

Creating Departments

Basic Setup

Navigate to Admin > Departments > Create Department
Configure department details:
- Name: Clear department name
- Description: Purpose and scope
- Manager: Assign department head
- Email: Department contact

Department Configuration

General Settings

Department name and description
Contact information
Working hours
Timezone settings

Routing Rules

Auto-assignment rules
Escalation procedures
Priority handling
SLA requirements

Department Structure

Hierarchical Organization

Parent departments
Sub-departments
Department relationships
Reporting structure

Team Assignment

Department members
Role assignments
Skill-based routing
Workload distribution

Ticket Routing

Automatic Assignment

Round-robin distribution
Skill-based routing
Workload balancing
Priority-based assignment

Manual Assignment

Manager override
Escalation procedures
Transfer protocols
Reassignment rules

Department Settings

Working Hours

Business hours configuration
Holiday schedules
Timezone handling
Overtime policies

Service Level Agreements

Response time targets
Resolution timeframes
Escalation triggers
Performance metrics

Department Analytics

Performance Metrics

Ticket volume
Response times
Resolution rates
Customer satisfaction

Reporting

Department reports
Performance dashboards
Trend analysis
Comparative metrics

Integration Features

Email Integration

Department email addresses
Auto-routing rules
Email templates
Signature management

API Access

Department-specific APIs
Integration endpoints
Authentication methods
Rate limiting

Best Practices

Clear department boundaries
Regular performance reviews
Cross-department collaboration
Continuous improvement
Staff training programs