Ticket Departments (Settings)

Users can be assigned to one or more Ticket Departments, and tickets can be allocated to Ticket Departments.

When a user is allocated to a ticket department, they will receive email notifications relating to tickets in that department, and they can use the department allocation to filter tickets on the Active Tickets screen and in reports.

Accessing Ticket Department Settings

Settings > Ticket Settings > Ticket Departments.

The Add new ticket Department screen is displayed:

Cloning an Existing Ticket Department

If a new ticket department is being created, and it is identical or similar to an existing ticket department, the existing department can be cloned:

• Press the Clone Ticket Department button (visible in the previous image).

• Enter the new department name into the Department Name field.
• Select the department to clone from the Based on Department dropdown list.
• Press the Clone button to create the cloned department.
• If required, Add / Remove move staff from the cloned department
• Press Save to confirm saving of the cloned department

Adding a New Ticket Department

Press the New Ticket Department button.

Enter the new department name into the Department Name field.

To change a ticket department name, and to add and remove staff from a ticket department, see the following settings:

Modifying or Deleting a Ticket Department

To modify or delete a ticket department, click the name of the department to modify:

Modifying the Department Name

Update the name of the department in the Description field (shown in the image below):

Add / Remove Staff

To add staff to the department, drag a name in the staff list on the left (unassigned staff), and drop it into the staff list on the right (assigned staff).

To remove staff from the department, drag a name in the staff list on the right (assigned staff), and drop it into the staff list on the left (unassigned staff).

Search for staff

To search for a name in the unassigned staff list, start typing the name into the Search... text field. The list will automatically filter to show only names that match the search characters:

Deleting a Department

To delete the currently-selected department, click Delete.

When prompted, either confirm or cancel the deletion.

Saving the Settings

If any of the ticket department settings have been modified, click Save to retain the updates.