Department Management

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

Creating Departments

Basic Setup

1. Navigate to Admin > Departments > Create Department

2. Configure department details:

   • Name: Clear department name (required, max 100 characters)

3. Click "Create" to save the department

Editing Departments

1. Navigate to Admin > Departments
2. Click "Edit" on the department you want to modify
3. Update the department name
4. Click "Save" to update

Deleting Departments

1. Navigate to Admin > Departments
2. Click "Delete" on the department you want to remove
3. Confirm the deletion

Department Usage

Departments are used for:

• Organizing tickets by department
• Auto-assignment rules (assigning tickets to specific departments via AutoAssignmentRule)
• Filtering tickets by department
• Organizing team members by department (users can be assigned to departments)

Integration with Other Features

Auto-Assignment Rules

Departments can be used in auto-assignment rules to automatically route tickets to specific departments based on conditions like category, priority, or type.

Ticket Filtering

Tickets can be filtered by department in the ticket list view, making it easy to see all tickets assigned to a specific department.

Best Practices

• Use clear, descriptive department names
• Create departments that match your organizational structure
• Regularly review department assignments
• Ensure departments align with your support workflow