Support departments route customer requests to the right staff and control how tickets can be opened. Use a small set of departments with clear responsibilities, such as technical support, billing and presales.
01 Create a department
- Open System Settings and Support Departments, then Add New Department.
- Enter the public department name and a description explaining which requests belong there.
- Assign a unique email address and select the administrators who should access the department.
- Choose whether it is Clients Only and whether new tickets must be opened through the authenticated client area.
- Review autoresponder, feedback and client-closure settings according to the support process.
- Save the department. To add custom fields, reopen it with the Edit icon and choose the Custom Fields tab. Add only the fields needed to route or understand the request.
- Save any custom-field changes and test ticket submission, staff access, customer acknowledgement and replies.
02 Connect the mailbox separately
Set up either the intended mail import or piping route for the department. A sender address alone does not collect incoming replies. Avoid sharing one imported mailbox across multiple departments, which can cause duplicate or misrouted tickets.
Check the outgoing mail provider and whether it permits the department's From address. Use authenticated, approved senders so replies and notifications follow a consistent identity.
Common questions
Why can an administrator see other tickets but not this department?
Check their department assignment and administrator permissions. Having an administrator login does not establish access to every support department.
Can customers reply by email while opening new tickets only in the portal?
The documented replies-only setting supports that workflow. Test it with an authorised customer address and verify the mail route.
Does hiding a department secure sensitive requests?
Use the documented client and staff access controls for confidentiality. Treat hidden presentation as a navigation choice, and test direct access with the intended user role.
Review department ownership periodically so requests do not accumulate in a queue assigned only to inactive staff.