Help Desk Departments Tab

Overview

Help Desk Departments define where tickets belong and how inbound email is handled.

Departments can be used in two ways:

As a routing structure for internal ticket workflows.

As an inbound email endpoint, where messages sent to a department email address are imported and converted into tickets.

Each department can have its own sender email identity, importing configuration, auto-assignment rules, and administrator association.

note

Departments can exist without a working mailbox. Email importing is optional for internal-only departments.