Departments

For correct work Help Desk MX requires to have at least one department with assigned agents.

To create a new department go to the Help Desk > Dictionaries > Departments backend page. Press button Add New. You'll see following settings:

General Information

• Title - Name of the department.
• Is Active
• Sort Order
• Sender Email - Email address which will be used as From when member of this deparment send a ticket reply.
• Members of Department - List of agents of the department. Agent can be a member of several departments.

Notification

• If ticket is unassigned, send notifications to all department members - If option is activated all deparment's agents will receive notifications about new messages in unassigned tickets (including notifications about new tickets).
• If ticket is unassigned, send notifications to email (deprecated) - This email can receive notifications about new messages in unassigned tickets (including notifications about new tickets).