Associating multiple support agents to a department.
To associate multiple support agents to a department, follow the steps mentioned below:
- Go to Setup>Organization Settings>Departments
- Choose a department to associate multiple support agents to it
- In the department detail view page, click Add Support Rep to add new support reps or click Associate Existing Support Rep, to add preexisting agents to it.
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Can I configure multiple support e-mail address to a department?
Yes, you can configure multiple e-mail address to a department. While adding Mail Account under Mail Server Settings, you can associate a department to your support e-mail address. For example, you can associate support@mycompany.com & ...
Can I hide fields from Support Agents?
Yes, you can hide fields using Field Level Security in Help desk. To hide a field, Go to Setup > Users & Permissions > Field Level Security Select a profile name, module and click Edit above visibility. Uncheck the field you intend to hide and ...
Managing and Adding agents to your Department
You can add agents to your department from the list or you can search an agent with their Email Address. Go to "Settings". In the "Departments" section, click the “+ Add” button. Add the Department name and description. Choose whether this department ...
Associate a Support Rep with multiple departments.
You can associate a support agent to multiple departments in Helpdesk. Follow the steps mentioned below: Goto Setup>Users & Permissions> Users In the Users page, edit a support rep and check the departments they can access under the "Department ...
Initiating a Chat when Associated with Multiple Department
A click over the visitor will display a proactive chat window to initiate a chat. You just have to type your question and hit "enter" in the text box provided below. This will popup a button with the department drop down, selecting the required ...