WP Ticket – Agent Departments

Agent Departments

WP Ticket allows organization of support staff into one to many departments. Departments can be based on specialty, location or product or service among others.

Using WP Ticket, you can create unlimited number of departments. The organization of support agents into departments helps you:

  • Increase effectiveness and quality of ticket response
  • Decrease response and resolution times

Assigning support tickets to a department

Once a ticket is created, it can be assigned to a department automatically through a trigger rule or manually by a support supervisor or an agent. Assigning a ticket to a department rather than an agent helps keeping all department staff in the loop.

Assigning agents to a department

You can assign support team members to a department either through department or agent edit screen. Team members can be assigned to multiple departments. All agents must belong to at least one department.

Department email notifications

WP Ticket Enterprise and Pro editions come with fully customizable department notifications emails. The department notifications are sent to the catch-all department email when a new ticket is assigned to a department. All staff members who belong to that department get notified. You can turn department notifications on and off any time.

Reporting on department performance

WP Ticket creates a page for every support department. Department pages include a dashboard, a collection of useful metrics and two data grid views for agents and tickets assigned to that department.

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