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.
Departments overview
What are help desk departments for?
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.
What else can you do with departments?
Restrict ticket access (only agents within that department will be able to view their department’s tickets).
Customize your e-mail communication templates.
Configure the availability of chat, phone, and messaging services.
Business/organizational departments that are responsible for resolving queries within different fields such as human resources, IT, accounting, sales, marketing, or legal.
Departments that are responsible for answering queries about different products/services such as help desk software, affiliate marketing software, or customer relationship management software.
Departments that are responsible for handling different types of customers such as resellers, affiliates, VIPs, or partners.
Departments that are responsible for serving customers in different geographic locations such as North America, Europe, or Asia.
How can I benefit from setting up help desk departments?
Creating departments within your help desk can be very beneficial for multiple reasons:
Click on Configuration (cogwheel icon in the left menu bar.)
Click on Departments.
Click on Create Department.
Name your department.
Optional: Check the to solve enabled checkbox.
Click Save.
How to add agents to departments
Log in to LiveAgent.
Click on Configuration (cogwheel icon in the left menu bar.)
Click on Departments.
Select the Department you want to add agents to and click on Edit.
Click on Agents.
Select the agents you want to add by clicking on the switch. When it turns green, your agent was added. Repeat this step until you’ve added all the agents you want. If you want to select all agents, simply click on ADD ALL.
Click Save.
How to route tickets to specific departments
Log in to LiveAgent.
Click on Configuration (cogwheel icon in the left-hand menu bar).
Click on Automation.
Click on Rules.
Click Create.
Check the Status Active checkbox.
Create a name for your rule, such as “Ticket routing Marketing”.
You can leave the Notes section blank, or you can describe the rule in more detail. This field is simply for your convenience. An example of a note could be “This rule routes all social media tickets to the marketing department.”
Select a variable, such as Apply when Ticket is created.
Click Add condition group.
Select the conditions according to your liking, such as IF ticket source (and select the sources you want. They could be Facebook, Twitter, Instagram, Viber, for example.)
Select the perform action fields according to your liking, such as Transfer ticket to the marketing department and assign to not assigned.
Click Save.
Monitoring your department’s performance with department reports
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.
Do I need help desk departments if I’m running a one-man show?
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.
LiveAgent combines excellent live chat, ticketing and automation that allow us to provide exceptional support to our customers.
Benefits of help desk departments
More knowledgeable answers and happier customers
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.
Faster response times
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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Clear responsibilities and more efficient workflows
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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