Defining Departments inside your SalesIQ
To better organize your Support operation, and maximize the ability to connect with customers, we made it easy to create Departments
within your SalesIQ. Add all your customer supporting departments
inside SalesIQ, and each Department can have their own, dedicated
chat widget. Specify groupings of users for each department to ensure
the right agent answers every chat.
When you created your SalesIQ the system automatically generated a default department, which
will have the same name as your portal.
Departments can either
be public or private. Public departments are visible to your visitors
and give you the ability to create embeds for these departments. Private
departments are only seen by those inside your company, and are for
back office agents, where agents from public departments can transfer
chats to these private departments when necessary.
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Reporting inside your Visitor tracking & Live chat
Put your data to work for you, and fine-tune your customer support operation to run smoother, faster and more efficiently. With the Visitor tracking & Live chat’s powerful Reporting module, you get the most value out of your live chat customer ...
Departments Usage Report
Below, you can find the Departments Usage report, where you can compare the visitors each department attended over the selected time period against the amount of support representatives that are in that department.
Disable the Configured Departments
You can disable the configured department when it is no longer required or if you would like to freeze it for some time. Click "Settings". In the "Departments" section, click on the department name. Click the "Disable" button on the right top corner.
Can I search across departments?
Yes, you can search across departments using global search on the right hand pane of the home page. You can perform a cross department search by selecting "All Department". For more understanding, refer the image below.
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 ...