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

Department interface

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 assign Email 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

Department email settings

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.

Managing department

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