Managing department
The following settings allow you to distribute different types of requests between various groups of support administrators. The use of different departments saves time and makes the support process more efficient. In order to use our extension, you have to create at least one active department.
Also you can create multiple departments and direct support tickets to them. In order to create a new department go Admin > Templates Master > Helpmate > Department
and click on Add Department.
General tab
- In
Show on frontend
field select Yes, if you allow admin users to escalate issues within the appropriate hidden department. - In the
Text
field specify the department Name. - In the
Store View
select the store where the department will be active. This setting allows you to assign support department to separate store. - In the
Create date
field select the date of the department creation from a calendar. - In the
Department users
field you are allowed to assign administrators, who are responsible for answering support requests for this department. All admin users assigned to department will receive email notification on every new ticket created or updated in this department. - In the
Gateway
field you are allowed to assignEmail Gateway to current department
.
Note: if message comes from a gateway which is not selected, it won’t be assigned to the department.
Email tab
- In the
Sender
field select the way of sending ticket updates. - In the
New Ticket Template
field select the email template for user notification about receiving the request. - In the
Admin Ticket Template
select the email template for department notification about receiving the new message. - In the
Answer on Ticket Template
select the template of admin response to the message. - Click on Save Department.