Distribute tickets and support agents into departments. Define filters and transfer rules so that your tickets will always land in the right hands. Specify different signatures, phone and chat answering rules for different departments. Instantly see how many new, open and resolved tickets are in your departments.
A Department represents a specific division of your organization sorted by product or service, field of knowledge, physical location, or Responsibility.
Distribute Tickets and assign support Agents into Departments. Define Filters and transfer Rules so that your Tickets will always land in the right hands. Specify different signatures, Phone, and Chat answering Rules for different Departments. Instantly see how many new, open, and resolved Tickets are in your Departments.
You can create a Department called “Sales” and assign suitable Tickets to it.
Every Department will have its own support process for which you can specify Agents, configure support-e-mail addresses, track support Tickets, set workflow Rules, define Service-Level Agreements and Business hours.
Adding Agents to Departments
You don’t need to use Departments if you are running a one-man business or a very small organization. In that case, all Tickets are distributed and handled by all, regardless of type.
LiveAgent offers a report of answered Tickets, Chats, Calls, Rankings, and more (see all options below) from a specific time range. Individual entries can be sorted by time range, Department, Channel, and Agent. Department Report can be exported to a CSV file.
Use LiveAgent REST API to call values from Tag reports.
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