Departments & Email

Departments route tickets to teams. Email accounts (when enabled) pull mail into tickets so customers can write to a mailbox instead of only using the portal.

Departments

Open Departments (email-accounts permission). Create departments that match how you staff support (Billing, Technical).

Mark one department as Primary. If a ticket is created via API, WordPress, or the portal without a department, that primary department is assigned automatically. If no primary is set and no department is selected, the ticket is created without a department.

Mailbox fetch

Connect department mailboxes when department email fetch is on the plan. Keep credentials in the product, not in tickets. Test with a throwaway address before you publish a public support email.