Support Help

Department

Departments are divisions in your organization. These can be categorized based on products, geographical locations and teams. Zoho Support enables you to manage customer support individually, for each department in your organization. Every department will have its own support process for which you can specify support representatives, configure support-e-mail addresses, track support requests, set workflow rules, define service-level agreements and define business hours.

You can add, edit and disable the departments available in your organization. You can also make departments visible to customers in the customer portal or keep them private. Private departments are departments that are not visible to customers in the customer portal. These departments are typically used for internal-ticket management.The tickets within the department will be displayed in the customer-service portal, however, the customer will not be able to view the name of the department.

Adding Departments

To add a department, follow the steps given below:

  1. Click Setup
  2. In the Organization section, click Departments
  3. Click Add Department
  4. Enter the following:
    • Name of the department
    • Name that you want displayed in the customer portal
    • Description about the department
  5. Check the Don't show this department in the customer portal checkbox if you want to keep the department private

You can add new support representatives to a department or you can associate existing support representatives.

Editing Departments

To edit a department, follow the steps given below:

  1. Click Setup
  2. In the Organization section, click Departments
  3. Click Edit against a specific department
  4. Make the required changes
  5. Click Save

You can disable departments if you do not require them.

Disabling Departments

You can disable a department in Zoho Support. When you disable a department all the requests, solutions, contracts, products, tasks, workflows and service-level agreements associated with it will be inaccessible. Any Web forms generated for the department will have to be re-generated. You can re-enable the department when required.

Note:

  • You cannot delete departments. When you disable a department, you must transfer the support representatives associated with that department to another active department.

To disable a department, follow the steps given below:

  1. Click Setup
  2. In the Organization section, click Departments
  3. Click on the department that you want to disable
  4. Click Disable
  5. Click Transfer and Disable

Once the support representatives are transferred, they cannot access any information related to the disabled department. You can enable departments as required.

Enabling Departments

To enable departments, follow the steps given below:

  1. Click Setup
  2. In the Organization section, click Departments
  3. In the dropdown menu, select Inactive Departments
  4. Click on the department that you want to enable
  5. Click Enable

When you disable a department, you are required to transfer all the support representatives associated with it to another department. Hence when you enable the disabled department, you are required to re-associate support representatives with the re-enabled department.

Editing Support Representatives

You can edit the details support representatives who are associated with a department.

To edit support representatives who are associated with a specific department, follow the steps given below:

  1. Click Setup
  2. In the Organization section, click Departments
  3. Click on the department for which you want to edit the support representatives
  4. Click Edit against a specific support representative's name
  5. Make the required changes
  6. Click Save

You can also unassociate support representatives from departments.

Unassociating Support Representatives

To unassociate a support representative, follow the steps given below:

  1. Click Setup
  2. In the Organization section, click Departments
  3. Click on the required department
  4. Click Remove against a specific support representative's name
  5. Click OK

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