Free Trial


What are help desk departments?

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.
  • Define filters and automation rules (ticket routing rules).
  • Specify different email signatures, phone and chat answering rules.
  • View how many new, open, and resolved tickets are in each department.
  • Specify different support processes.
  • Configure support e-mail addresses.
  • Define service-level agreements and business hours.

Examples of help desk departments

  • 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:

  • Help desk departments keep your universal inbox organized.
  • Departments showcase clear ticket ownership.
  • They ensure that agents only answer the tickets they’re best equipped to handle.
  • Help desk departments reduce stress levels.
  • Departments make it easy to find past tickets.
  • They improve agent efficiency and workflows.

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.

How to create departments in LiveAgent

  1. Log in to LiveAgent.
  2. Click on Configuration (cogwheel icon in the left menu bar.)
  3. Click on Departments.
  4. Click on Create Department.
  5. Name your department.
  6. Optional: Check the to solve enabled checkbox.
  7. Click Save.

How to add agents to departments

  1. Log in to LiveAgent.
  2. Click on Configuration (cogwheel icon in the left menu bar.)
  3. Click on Departments.
  4. Select the Department you want to add agents to and click on Edit.
  5. Click on Agents.
  6. 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.
  7. Click Save.

How to route tickets to specific departments

  1. Log in to LiveAgent.
  2. Click on Configuration (cogwheel icon in the left-hand menu bar).
  3. Click on Automation.
  4. Click on Rules. 
  5. Click Create.
  6. Check the Status Active checkbox.
  7. Create a name for your rule, such as “Ticket routing Marketing”.
  8. 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.”
  9. Select a variable, such as Apply when Ticket is created.
  10. Click Add condition group.
  11. 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.)
  12. Select the perform action fields according to your liking, such as Transfer ticket to the marketing department and assign to not assigned.
  13. Click Save.

Monitoring your department’s performance with department reports

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.

Department report display options (columns):

  • Tag
  • Answer
  • New answer avg. time
  • Open answer avg. time
  • Calls
  • Missed calls
  • Call minutes
  • Chat messages
  • Chats
  • Missed chats
  • Chat pickup avg. time
  • Chat avg. time
  • Not ranked
  • Not ranked %
  • Positive ratings
  • Positive rating %
  • Negative ratings
  • Negative rating %
  • Incoming messages
  • Incoming calls
  • Finished calls
  • Incoming chats
  • Finished chats
  • Created tickets
  • Resolved tickets

Choosing how you want to display data

LiveAgent department reports can be viewed as:

  • Area charts
  • Line graphs
  • Bar graphs
  • Pie charts

Using department reports with API

Use LiveAgent REST API to call values from department reports.


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.

Peter Komornik

LiveAgent combines excellent live chat, ticketing and automation that allow us to provide exceptional support to our customers.

Peter Komornik, CEO
logo slido black

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.

  • Roman Bosch

    Roman Bosch


    It’s a pleasure to have a great portal that improves our customer service.

  • christine_preusler

    Christine Preusler


    LiveAgent empowers our agents to provide better, faster, and more accurate support.

  • Karl Dieterich

    Karl Dieterich


    LiveAgent helped us to achieve 2 important goals: increase customer satisfaction and sales.

  • Hendrik Henze

    Hendrik Henze

    HEWO Internetmarketing

    We have been using LiveAgent since August and we are really satisfied with it.

  • Razvan Sava

    Razvan Sava

    Webmaster Deals

    Since we are using LiveAgent our response time improved by 60%.

  • Taras Baca

    Taras Baca


    Our paid customer conversion rate went up 325% the first month we've set up and actively started using LiveAgent.

  • user testimonials logo

    Andrej Ftomin

    TAZAR Group

    I have to say, I have never experienced such a professional customer approach.

  • Matt Janaway

    Matt Janaway

    The Workplace Depot

    We find LiveAgent to be the best live chat solution by far.

  • Viviane Carter

    Viviane Carter

    CSI Products

    We use LiveAgent on all of our ecommerce websites. The tool is easy to use and improves our productivity.

  • Christian Lange

    Christian Lange


    With LiveAgent we’re able to give our customers support wherever they are.

  • Jens Malmqvist

    Jens Malmqvist


    I can recommend LiveAgent to anyone interested in making their customer service better and more effective.

  • user testimonials logo

    Catana Alexandru


    I'm sure we would spend 90% of our day sorting through emails if we didn't have LiveAgent.

  • JanWienk

    Jan Wienk

    All British Casino

    With LiveAgent we are able to keep our players happy by offering more efficient support resulting in higher return rates.

  • Allan Bjerkan

    Allan Bjerkan

    Norske Automaten

    LiveAgent is reliable, reasonably priced, and simply a great choice for any fast-paced online business!

  • Sissy Böttcher

    Sissy Böttcher

    Study Portals

    We like it because it is easy to use and offers great functionality, such as useful reporting features.

  • Peter Koning

    Peter Koning


    We love LiveAgent - it makes supporting our customers easy.

  • user testimonials logo

    Aranzazu F


    We like to offer our customers the best support experience. That’s why we chose LiveAgent.

  • Rick Nuske

    Rick Nuske


    From setup to ongoing support and everything else in between, the team at LiveAgent continues to impress.

  • Vojtech Kelecsenyi

    Vojtech Kelecsenyi


    LiveAgent saves us hundreds of precious minutes every day by making customer service clear and in order.

  • Rafael Kobalyan

    Rafael Kobalyan


    Unlimited agents, email, social media, and phone integration. All that for less than we were paying with our previous provider.

  • Martin Drugaj

    Martin Drugaj


    We’ve been using LiveAgent since 2013. We can't imagine working without it.

  • Ivan Golubović

    Ivan Golubović


    It's a cost-effective solution that can help you with a large amount of support requests via different channels.

  • user testimonials logo

    Rustem Gimaev

    Antalya Consulting Language Center

    Answering emails from Outlook was so hard to manage. With LiveAgent we're sure every email is answered in time.

  • Randy Bryan

    Randy Bryan


    LiveAgent is so awesome. With very little time and effort I had it up and running smoothly in a few...

  • Timothy_G._Keys

    Timothy G. Keys

    Marietta Corporation

    I highly recommend the LiveAgent product, not only as a Kayako alternative but a much better solution with added value.

  • user testimonials logo

    Mihaela Teodorescu


    The support team always responded promptly with quick to implement solutions.

  • Hilda Andrejkovičová

    Hilda Andrejkovičová


    It helps us categorize the nature of the tickets and statistically track what our clients need most.

  • user testimonials logo

    Alexandra Danišová


    We see LiveAgent as a great tool for communicating with customers.

  • user testimonials logo

    Samuel Smahel


    LiveAgent sped up our communication with our customers and gave us an option to chat with them as well.

  • David Chandler

    David Chandler


    Simply put - LiveAgent beats everything out there at this, or even higher, price-points.

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.

Knowledge base resources

YouTube video player

Ready to benefit from departments?

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.

Try LiveAgent Today​

We offer concierge migration services from most of the popular help desk solutions.

3,000+ reviews Trustpilot GetApp G2 Crowd

Our website uses cookies. By continuing we assume your permission to deploy cookies as detailed in our privacy and cookies policy.

Schedule a one-on-one call and discover how LiveAgent can benefit your business.

We’re available on multiple dates

Schedule a demo