What Departments Do
Departments organise incoming tickets so they reach the right team. A client selects a department when opening a ticket. Staff members can be restricted to specific departments so they only see relevant tickets.
Common examples: General Support, Billing, Sales, Technical, Abuse.
Creating a Department
- Go to Admin → Support → Departments.
- Click Add Department.
- Fill in the fields described below.
- Click Save.
Department Fields
| Field | Description |
|---|---|
| Name | Displayed to clients in the ticket form dropdown. Keep it short. |
| Description | Optional. Shown below the name to help clients pick the right department. |
| Email Address | Incoming email address for this department. Replies sent here are parsed into ticket replies. |
| Default Assignment | Optionally auto-assign new tickets in this department to a specific staff member. |
| Active | Toggle to enable or disable the department. |
[!TIP] Use a dedicated email address per department (e.g.,
billing@example.com,support@example.com) so inbound parsing routes correctly.
Editing a Department
- Go to Admin → Support → Departments.
- Click the department name or the edit icon.
- Modify any field and click Save.
Changes take effect immediately. Existing tickets are not affected by renaming a department.
Default Staff Assignment
When a new ticket arrives in a department with a default assignee set, it is automatically assigned to that staff member. The assignee receives a notification. The assignment can be changed on any individual ticket at any time.
If no default is set, the ticket starts unassigned. Any staff member with access to the department can claim it.
Deactivating a Department
Setting a department to Inactive removes it from the client-facing ticket form. Clients can no longer open new tickets in that department.
[!IMPORTANT] Existing tickets in a deactivated department are not affected. Staff can still view, reply to, and close those tickets. The department simply stops accepting new submissions.
To prevent confusion, close or reassign any open tickets before deactivating a department.
Deleting a Department
Deleting a department requires password confirmation. Before deleting:
- Reassign all open tickets to another department manually, or close them.
- Existing closed tickets retain a reference to the deleted department name in the record but are no longer linked to an active department.
[!WARNING] There is no undo for department deletion. Deactivating is the safer option if you may need the department again.
Staff Access to Departments
Each staff account can be assigned to one or more departments. A staff member only sees tickets in departments they belong to. Administrators see all departments regardless of assignment.
Staff department access is configured at Admin → Staff → [Staff Member] → Departments.
Routing Logic Summary
| Condition | Result |
|---|---|
| Client submits ticket | Ticket assigned to selected department |
| Department has default assignee | Ticket auto-assigned to that staff member |
| No default assignee | Ticket is unassigned; any eligible staff can claim it |
| Department is inactive | Department hidden from client form; existing tickets unaffected |