Add a Support Department

Support departments help you categorize tickets. The first step in the client ticket submission process is to choose a department. You can assign different staff to different departments with different people handling the different areas. Sales, Support, and Billing are common departments.

For more information, see Support Departments and Support Tickets.

Creating Departments

To set up departments:

  1. Go to Configuration () > System Settings > Support Departments.
  2. Click Add New Department.
  3. Enter a Department Name and Description to display to users.
  4. Enter the desired Email Address to use for the department. The system uses this address as the sender for notifications to admins and customers about the department’s tickets.
    Make sure to use a unique email address for each support department that you configure. Using the same POP3 details for multiple support departments may cause duplicate ticket replies.
  5. For Assigned Admin Users, select each admin who will have access to the tickets in this department.
    To allow an admin to view and respond to tickets for this support department, you must select them here.
  6. Check Clients Only to specify whether it’s a clients-only department, which requires you to log in. For example, Sales would be a public department while you might set Support to clients-only.
  7. Check Pipe Replies Only to require users to log in to the Client Area to open new tickets. Attempts to open new tickets via email will fail, but users can still respond to tickets via email.
  8. Check No Autoresponder to prevent sending an autoresponder email when a new ticket opens.
  9. Check Feedback Request to send an email request for a user to provide feedback for their support ticket experience.
    You can review the results of the feedback emails via the Ticket Feedback Scores and Ticket Feedback Comments reports at Reports > Reports.
  10. Check Hidden to hide the department. Users can only access hidden departments via a direct link.
  11. If you want to import emailed ticket replies using email piping or email importing, enter the appropriate information at the bottom of the form.
  12. Click Add New Department.
support-departments support-tickets

Last modified: June 14, 2024