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 agents, configure support-e-mail addresses, track support tickets, 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 not visible to customers in the customer portal. Such 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 a new or associate an existing agent to a department.
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 tickets, 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 agents are transferred, they cannot access any information related to the disabled department. You can enable departments as and when required.
To enable departments, follow the steps given below:
When you disable a department, you are required to transfer all its agents to another department. Hence when you enable the disabled department, you are required to re-associate agents to it.
You can edit the details of the agents who are associated with a department.
To edit agent information, follow the steps given below:
You can also dis-associate agents from departments.
To dis-associate an agent, follow the steps given below: