Departments in SafariDesk

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Departments Overview

The Departments feature in SafariDesk helps you organize your support system by grouping tickets, agents, and topics into logical units. Think of a department as a help topic or support area, for example:

• Human Resources (HR)
• IT / Technology
• Marketing / Sales

Each department represents a specific function in your organization and ensures that tickets are routed to the right team.

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Why Departments Matter

Departments are essential for structuring your support workflow. They help you:

• Route tickets to the correct team automatically
• Assign the right agents to handle specific issues
• Organize support topics for better clarity
• Improve response times and accountability

Without departments, all tickets are centralized and harder to manage — especially as your team grows.

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Accessing Departments

Navigate to: Configuration → Departments This page displays all departments in your workspace along with:

• Department Name
• Active Agents
• Status (Active / Inactive)
• Support Email
• Actions (Edit, Activate / Deactivate)

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Creating a Department

To create a new department:

1. Click the New button
2. Enter the Department Name
3. Assign a Support Email (optional but recommended)
4. Click Save

Once created, the department becomes immediately available for ticket assignment and agent configuration.

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Managing Department Settings

Click on any department to open its configuration panel.

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General Settings

From the General tab, you can:

• Update the Department Name
• Assign a Support Email
• Change the Department Status (Active / Inactive)

💡 Only connected mailboxes will appear as selectable support email options. Make sure your mailboxes are configured under Configuration → Inboxes before assigning them here.

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Assigning Agents to a Department

Navigate to the Agents tab within a department to manage who has access. From here, you can:

• Add agents who are already in the system
• Control which agents can view and manage tickets within that department

⚠️ Only agents assigned to a department will have visibility into its tickets. Agents not listed here will not see tickets routed to that department.

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Managing Categories (Subtopics)

Departments can include Categories, which act as subtopics for more precise ticket classification within a department. For example:

• Department: IT / Technology
  • Categories: Login Issues, System Bugs, Hardware Requests

When a customer creates a ticket and selects a department, the relevant categories for that department will automatically appear for them to choose from. This allows for more accurate ticket classification, better reporting, and faster routing to the right agent or team.

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How Ticket Routing Works

Once your departments and categories are configured, ticket routing follows this flow automatically:

1. A customer creates a ticket
2. They select a Department
3. Based on the department, relevant categories appear for further classification
4. The ticket is routed to agents assigned to that department

This ensures every ticket reaches the most appropriate team without manual reassignment or guesswork.

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Managing Department Status

Each department can be set to one of two states:

• Active — Visible and available for ticket assignment and customer selection
• Inactive — Hidden from ticket creation and unavailable for new assignments

💡 Deactivating a department preserves all historical ticket data. Use this option when a department is no longer in active use but you need to retain its records.

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Saving Changes

After updating any department settings, agents, or categories, click Save Changes to apply your configuration.

⚠️ Unsaved changes will not be applied.

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Summary

The Departments feature in SafariDesk provides a structured foundation for your entire support operation. By organizing tickets into departments, assigning the right agents, and using categories for deeper classification, your team can:

• Route tickets accurately to the correct team without manual intervention
• Improve agent focus by scoping visibility to relevant tickets only
• Classify tickets precisely using department-level categories
• Scale support efficiently as your organization and ticket volume grow

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Need Help?

If you have any questions or need assistance, contact our support team at
[email protected] We’re always here to help you get the most out of SafariDesk.