Setting Up Departments and Teams

Departments group agents by function — for example Sales, Billing, and Technical Support — while teams allow cross-department collaboration on specific projects or escalation paths. To create a department, go to Admin > Staff > Departments and click Add Department. Assign a manager, set SLA policies, and configure auto-assignment rules. Teams are managed under Admin > Staff > Teams. Add agents to a team by selecting them from the agent list and clicking Assign. Both departments and teams can be referenced in workflow automation rules, making it easy to route tickets to the right group based on topic, priority, or source channel.