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.
To add a department, follow the steps given below:
You can add new support representatives to a department or you can associate existing support representatives.
To edit a department, follow the steps given below:
You can disable departments if you do not require them.
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.
To disable a department, follow the steps given below:
Once the support representatives are transferred, they cannot access any information related to the disabled department. You can enable departments as required.
To enable departments, follow the steps given below:
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.
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:
You can also unassociate support representatives from departments.
To unassociate a support representative, follow the steps given below: