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 > Swissup > Helpdesk > Departments and click on Add New Department.

General tab

Department interface

In Enabled field select Yes, if you allow admin users to escalate issues within the appropriate hidden department.
In the Name field specify the department Name.
In the Store select the store where the department will be active. This setting allows you to assign support department to separate store.
In the Email Storage field you are allowed to assign Email Storage to current department.
In the 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 Default User field you are assign default administrator, who are responsible for answering support requests for this department.

Note: if message comes from a email storage which is not selected, it won’t be assigned to the department.

Email Settings tab

In the Email Sender field select the way of sending ticket updates.
In the New Ticket Created (customer notification) field select the email template for user notification about receiving the request.
In the Ticket Answered (customer notification) select the template of admin response to the message.
In the Ticket New Activity (admin notification) select the email template for department notification about receiving the new message.
Click on Save.

Managing department

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