Departments

Overview

Departments represent the teams within your support organisation that handle customer complaints. By routing each complaint to the appropriate department, you ensure the right staff receive and act on it promptly. Typical departments for an ISP include Technical, Billing, and Sales, but you can create as many as your business requires.

Creating a Department

Navigate to Complaints → Departments and click Add Department.

Fill in the following fields:

Field	Description
Name	A short, descriptive label for the department (e.g. Technical Support).
Description	An optional explanation of what this department handles (e.g. Handles all network connectivity and hardware issues).

Click Save to create the department. It will immediately become available when creating or editing complaints.

Editing a Department

On the Departments list page, click the Edit icon next to the department you want to change. Update the name or description as needed and click Save.

Deleting a Department

Click the Delete icon next to the department. A confirmation prompt will appear. Departments that are referenced by existing complaints cannot be deleted until those complaints are reassigned or removed.

How Departments Are Used

When a complaint is created, the operator selects a department to route it to. This makes it easy to filter the complaint list by department and ensures each team sees only the tickets relevant to them. Reports can also be broken down by department to show workload distribution across your support teams.