Organize Your Support Teams and Route Tickets to the Right Group

🟩 1. What Are Departments in Zoho Desk?

Departments are separate workspaces inside Zoho Desk that help you organize tickets by team, function, or business unit.

Each department has its own:

• Ticket inbox

• Agents

• SLAs

• Workflows

• Macros

• Templates

• Channels (email, chat, web forms)

• Reports

Departments keep your support system clean, organized, and scalable.

🟩 2. Why Departments Are Important

• Separate workflows for different teams

• Better ticket routing

• Cleaner reporting

• Department‑specific automation

• Independent SLAs and business hours

• Prevents cross‑team confusion

• Perfect for multi‑team businesses like Kanchan Electronics

🟩 3. Examples of Departments for Kanchan Electronics

1. Service Department

Handles installation, repair, service visits.

2. Warranty Department

Handles warranty claims, approvals, replacements.

3. E‑commerce Department

Handles order issues, returns, refunds, delivery problems.

4. Billing Department

Handles invoices, payments, refunds, credit notes.

5. Customer Care / General Support

Handles general enquiries.

🟩 4. How to Create a Department (Step‑by‑Step)

Step 1: Go to Setup

Click the gear icon in Zoho Desk.

Step 2: Select “Departments”

Under Users & Control.

Step 3: Click “+ New Department”

Enter:

• Department Name

• Description

• Email address (support@…)

• Display name

Step 4: Configure Channels

Enable:

• Email

• Chat (SalesIQ)

• Web forms

• Help Center

• Social channels

Step 5: Add Agents

Assign agents to the department.

Step 6: Save

Your department is now active.

🟩 5. How Departments Work in Tickets

1. Ticket Routing

Tickets automatically go to the correct department based on:

• Email address

• Web form

• Chat widget

• Automation rules

• Product type

• Tags

2. Department‑Specific Views

Each department sees only its own tickets.

3. Department‑Specific SLAs

Service team can have 24‑hour resolution time, while E‑commerce can have 12‑hour resolution time.

4. Department‑Specific Automation

Workflows, macros, and blueprints are unique per department.

🟩 6. How to Move a Ticket Between Departments

Step 1: Open the ticket

Step 2: Click Department field

Step 3: Select the new department

Step 4: Confirm transfer

The ticket moves instantly with full history.

🟩 7. Best Practices

• Keep department names simple

• Avoid too many departments

• Assign agents carefully

• Use automation to route tickets

• Create separate SLAs per department

• Use department‑specific templates

• Review department performance monthly

🟩 FAQs

Q1. Can one agent belong to multiple departments? Yes, agents can be added to multiple departments.

Q2. Can each department have its own email? Yes, every department can have a unique support email.

Q3. Can customers choose departments? Yes, via Help Center forms or dropdowns.