Departments
This screen allows you to manage the system's departments. You can create, edit, and delete departments, as well as define their chat and ticket settings. Manage display names, routing, service hours, and satisfaction forms.
This screen allows you to manage the system's departments. You can create, edit and delete departments, as well as define their chat and ticket settings. Manage display names, routing, service hours and satisfaction forms.
Department List
The department list displays the departments registered in the system, allowing search and the creation of new departments.
Department Table
Department: Department name.
Users: Number of users linked to the department.
Route: Department service route (e.g., Chat).
Status: Department status (Active/Inactive).
Actions: Button to edit the department.
Department Editing
This section allows you to edit the information of an existing department, including general data, chat settings, and ticket settings.
General Data
Name: Department name.
Active department: Determines whether the department is active.
Ordering: Display order of the department.
Description: Department description.
Avatar (image): Department avatar image.
Linked users: Users linked to the department.
Department settings for chat
Display name: Department name for display in chat.
Alternative names for selection: Alternative names for the department.
Routing: Department routing (e.g., Chat).
Restricted chat access for authenticated customers: Determines whether chat access is restricted to authenticated customers.
Allow anonymous access to service: Determines whether anonymous access to service is allowed.
Chat identification form: Chat identification form.
Satisfaction survey form: Satisfaction survey form.
Display rating survey at the end of the chat: Determines whether the rating survey is displayed at the end of the chat.
Contact email: Department contact email.
Offline chat contact form: Offline chat contact form.
Display display contact form when offline: Determines whether the contact form is displayed when the department is offline.
Message when offline: Message displayed when the department is offline.
Receive customer messages by email when the department is offline: Determines whether customer messages are received by email when the department is offline.
Hours control
Limit service hours: Determines whether the service hours are limited.
Start time: Service start time.
End time: Service end time.
Sending service transcript
Always send to the agent who handled the service: Determines whether the service transcript is sent to the agent.
Always send to the customer who was served, regardless of request: Determines whether the service transcript is sent to the customer.
Send a copy to the emails registered below: Determines whether a copy of the service transcript is sent to the registered emails.
Link between customers and agents
Enable link between agents and customers: Determines whether the link between agents and customers is active.
Notify linked agent by email when another agent performs the service: Determines whether the linked agent is notified by email when another agent performs the service.
Department settings for tickets
Default email channel: Default email channel.
Require ticket resolution selection: Determines whether selecting a ticket resolution is required.
Available for ticket creation on the portal: Determines whether the department is available for opening tickets on the portal.
Satisfaction survey form: Satisfaction survey form.
Linked users: Users linked to the department.
Users to be ignored in automatic distribution: Users to be ignored in automatic distribution.
Supervisors: Department supervisors.