This article applies to recent versions of SmarterTrack. View articles for SmarterTrack 12.x and earlier.

Departments represent separate areas of within an organization that Users interact with, either through tickets, live chats or even phone calls. Departments can be internal, meaning that the Users who interact with the Department are within an organization, or external, meaning that the customers of an organization would be interacting with the Department(s). Examples of Departments include Sales, Support, Billing, IT, HR, Accounting and more. SmarterTrack doesn't place a limit to the number of Departments that can be created, so adding and deleting Departments can be fluid. 

Adding a Department

  1. Log in to the SmarterTrack management interface as a System Administrator.
  2. Click the Menu icon, and from the dropdown, select Settings.
  3. Under the Manage header, click Departments. A list of available Departments will load in the content pane.
  4. To add a Department, click the New button. The Department options will load in the content pane.
  5. On the Options tab, 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.
  6. Click Save.
Those are the bare minimum settings for a new Department, but there are many others that can be set. These include the Business Hours for the Department, any Custom Messages that are displayed for users who submit tickets to the Department from the customer-facing Portal, and much more.

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 pages in the SmarterTrack Online Help

Deleting a Department

  1. Log in to the SmarterTrack management interface as a System Administrator.
  2. Click the Menu icon, and from the dropdown, select Settings.
  3. Under the Manage header, click Departments. A list of available Departments will load in the content pane.
  4. Select the Department(s) that you want to delete.
  5. Click the Delete button.
  6. Choose the action to take for items that belong to this Department. This includes how to handle ticket, live chat, call log and call log agent assignments. Generally, these will need to be handed off to another Department, if at all possible. Otherwise, information may be deleted. 
  7. Click OK.

For more information on Departments, see the SmarterTrack online help

 

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