Departments

Departments split your desk into teams such as Billing, Sales, or Technical Support.

Department fields

• Title and alias: name shown on forms and tickets. Aliases must be unique; saving a duplicate appends a numeric suffix
• Description: optional rich text for internal reference
• Email: optional department address
• Auto assignment: Manual (default), Round robin, or Least open tickets among agents in that department
• Published and access: control visibility on the submit form

Why departments matter

• Customers pick a department when submitting a ticket
• Agents are scoped to their department unless they are managers
• SLA policies and canned replies can target a department
• Mailboxes and mail rules can route inbound mail to a department

List tools

Search and filter by published state. Use ordering to control dropdown sequence on the submit form.