Departments represent separate areas of an organization. Examples of Departments may be Support, Sales, or Billing.

Applies to SmarterTrack 11.x-12.x

Adding a Department
  1. Log in to the SmarterTrack management interface as an Administrator.
  2. Click the Settings icon.
  3. Expand the Manage folders in the navigation pane.
  4. Click Departments. A list of available Departments will load in the content pane.
  5. Click New.
  6. Click the Options tab and complete the following required fields: Department Name and Front Line Group. The Front Line Group is the first group to which tickets and live chats for the Department will be assigned. SmarterTrack will automatically create the Front Line Group after you have completed and saved these settings. All other configuration settings are optional.
  7. Click Save.

NOTE: If you are using SmarterTrack's branding feature, you will also need to configure the appropriate Brand name setting. In addition, if you are supporting multiple languages, you will need to configure the appropriate language setting. For more information, please refer to the Brands or Supported Languages page in the SmarterTrack Online Help

Deleting a Department

  1. Log in to the SmarterTrack management interface as an Administrator.
  2. Click the Settings icon.
  3. Expand the Manage folders in the navigation pane.
  4. Click Departments. A list of available Departments will load in the content pane.
  5. Select the Department(s) that you want to delete.
  6. Click Delete.
  7. Choose the action to take for items that belong to this Department.
  8. Click OK.

 

Applies to SmarterTrack 7.x - 10.x

Adding a Department

  1. Log in to the SmarterTrack management interface as an Administrator.
  2. Click the Settings icon.
  3. Expand the System Settings and Organization folders in the navigation pane.
  4. Click Departments. A list of available Departments will load in the content pane.
  5. Click New.
  6. Click the Options tab and complete the following required fields: Department Name and Front Line Group. The Front Line Group is the first group to which tickets and live chats for the Department will be assigned. SmarterTrack will automatically create the Front Line group after you have completed and saved these settings. All other configuration settings are optional.
  7. Click Save.

NOTE: If you are using SmarterTrack's branding feature, you will also need to configure the appropriate Brand name setting. In addition, if you are supporting multiple languages, you will need to configure the appropriate language setting. For more information, please refer to the Brands or Supported Languages page in the SmarterTrack Online Help

Deleting a Department

  1. Log in to the SmarterTrack management interface as an Administrator.
  2. Click the Settings icon.
  3. Expand the System Settings and Organization folders in the navigation pane.
  4. Click Departments. A list of available Departments will load in the content pane.
  5. Select the Department(s) that you want to delete.
  6. Click Delete.
  7. Choose the action to take for items that belong to this Department.
  8. Click OK.

 

Learn more about the SmarterTrack online help desk and how you can improve your overall customer service.

Add Feedback