A help desk department is a part of an organization that’s made up of specific people who are dedicated to solving specific problems. Usually, the agents in each department have different levels of product/service knowledge and different responsibilities.
As an example, agents that are a part of the sales department are usually responsible for answering sales questions, while agents from the tech department are responsible for resolving customer’s issues with products/services.
Generally, help desk departments are created to keep help desks organized. They can be compared to inbox labels that you can find in Gmail. Just like these Gmail labels, help desk departments ensure you can find customer queries with ease.
Departments are also great for specifying workflows for different sets of agents.
Creating departments within your help desk can be very beneficial for multiple reasons:
Streamline tickets into departments
Organize all incoming tickets by assigning them to specific departments. Try it today with our free 14-day trial. No credit card required.Free trial
LiveAgent offers robust reporting and analytics features. LiveAgent users can view and create department reports that showcase each department’s performance based on the number of answered tickets, chats, calls, agent rankings, and more.
Each report can be segmented by day, week, month, year, or a specific time range. Individual entries can be sorted by time range, department, channel, and agent.
Last but not least, all department reports can be exported into CSV files.
LiveAgent department reports can be viewed as:
Use LiveAgent REST API to call values from department reports.
If you’re a solopreneur or a very small organization, you don’t need to set up departments (if you don’t want to.) If you don’t, all tickets will be “up for grabs” by all of your agents/members of your organization.
When tickets are routed to the right agent in the right department, it makes all the difference. Agents that are knowledgeable and able to provide high-quality service can improve your customer’s support experience and satisfaction. In turn, this leads to more sales, more loyal customers, and positive word of mouth.
When the right agent in the right department receives a help desk ticket, they won’t waste any time answering it. Instead of looking up answers or consulting colleagues, they’ll immediately know what to say and resolve the issue. This improves resolution and response times, which in turn, improves customer satisfaction.
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The support team always responded promptly with quick to implement solutions.
It helps us categorize the nature of the tickets and statistically track what our clients need most.
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When tickets are assigned to specific departments, each ticket is accounted for. No ticket goes unanswered or is forgotten. Moreover, when each ticket is assigned to a department, no agent needs to search through an inbox of tickets to find one that they can answer. Departments create clear ticket responsibilities and improve agent workflows and efficiency.
Organize all incoming tickets by assigning them to specific departments today. Making your own departments with our free 14-day trial is easy. Try it today. No credit card required.
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