Managing Support Departments

Once you have created support departments, you can perform various actions on them.

Editing Support Departments

1. Access the Departments page 
2. From the department’s row, click edit.
   
   The Edit Department page appears.
3. Make any necessary changes.
4. Click Save.
   

Deleting Support Departments

1. Access the Departments page 
2. From the department’s row, click delete.
   
   A confirmation message appears.
3. Click Yes.
   

Purging Deleted Tickets

1. Access the Departments page 
2. From the department’s row, click edit.
   
   The Edit Department page appears.
3. Click the Details tab, if necessary.
4. In the Auto-purge deleted tickets field, enter the number of days to begin automatically purging deleted, inactive tickets. A 0 means that your deleted tickets will not be purged. Changing this to zero from another number can affect performance, if there are a lot of deleted tickets.
5. Click Save.
   

Assigning Users to Support Departments

1. Access the Departments page.
2. From the department’s row, click users.
   
   The Permissions grid appears for the support department.
3. Select the appropriate rights to assign to the user, for each area’s View, Create, Update and Delete columns. Allow gives the user access and Deny gives the user no access.
4. Click Save.
   

Assigning Ticket Classifications to Support Departments

1. Access the Departments page 
2. From the department’s row, click classifications.
   
   The Classifications page appears.
3. In the Applicable column for each ticket classification, select Yes for the ticket classifications that can be included in the department.
4. In the Client Selectable column for each ticket classification, select Yes for the ticket classification that your clients can set on their tickets through the Client Portal. 
   

Reordering Support Departments

1. Access the Departments page 
2. Click and drag the support department to move that item up or down the list.