Department Not Found Errors

Problem

While working with support ticket replies, you see the following error:

Department Not Found

or

Department Not Found. Exiting

Cause

This usually occurs when the support department is a CC or BCC recipient. The system only accepts ticket replies if the support department address is in the To field.

Solution

To resolve this error:

  1. Create at least one support department at Configuration () > System Settings > Support Departments.
  2. Assign one or more admins to the department at Configuration () > Manage Admins.
  3. Make certain that all support ticket emails go to the configured support department email addresses, with the email address in the To field.
troubleshooting troubleshooting-article support-departments

Last modified: 2025 July 28