Departments (they can also be called company departments) exist in the system to separate visibility of requests.

Employees can be in different departments and then they will not have access to requests from other departments. For example, the first line employees can have access only to the requests of their department and not see the requests of the second line or accounting department. Also, employees can have access to several departments at the same time, and the request, in turn, can move between departments during the work process.

To create a new department, you should go from the Office to the “Departments” section:

Advanced settings

Each department has advanced settings: 

• Name (of department);
• Place After - after which department the current department will be placed in the general list.  
• SLA plan by default - default deadline for new requests received by this department. You can customize SLA in the “SLA plans” menu.
• Selecting the default language and group that will be automatically set for a new user. It means that a client who writes to a department where the default language is, for example, English - will have English language automatically set in his user card and personal cabinet in the system, and also he will be sent notification templates in English;
• Alias mailboxes should be specified with comma. Thanks to this functionality in the system it is possible to distinguish to which alias mailbox a letter was sent, for example, by specifying these mailboxes in different departments.
• The unified name of agents, which will be displayed in the email on the client's mail when using the Last 14 or 7 Responses tags in the request;
• The unified name of agents - the name will be displayed instead of the names of specific employees. For example, you can specify “Support Department” as a single name;
• Department Signature. The signature will be displayed when using the appropriate tag when creating template letters in the “Notifications” section or using the Dispatcher;
• “Informing agents about new requests” - responsible for sending notifications to employees' mail when a new request is received. “Email Template - Notify Department Employees of New Requisition” should also be checked in the ‘Notifications’ section;
• “Assignees are only agents of the department” means that employees without access to the department will not be able to become an executor on the requisition;
• If the “Request view in Public department (end user)” option is checked, the employee who views the request in the public department will have limited ability to work with the request - only the ability to write a response and change fields will remain.

Public Departments are also used to separate the access of employees to the applications that are in them. But they have their own peculiarity.

For example, an employee from the Technical Department does not have direct access to the Accounting Department, but he needs to transfer or create a request to the Accounting Department. In order to solve this task for a group of employees from the Technical department it is necessary to make the Accounting department a public department. In this case, the employee will be able to create and view his request in another department, but he will not be able to see the requests of the Accounting Department. 

• Disable personal signature. By default, a signature, which each system user can customize in the personal settings, is added by default after each response. The setting disables the signature in the application of the selected department.