Ticket departments

Where a request is routed, and — through who belongs to it — who can see its queue.

When you would use this: setting up how requests are divided (Billing, Technical, whatever suits your firm), and deciding who sees each one.

Adding or editing one: a name, whether it is active, its own phone number and hours (shown to whoever it takes requests from), and its audience — staff, customers, or everyone — which decides who may raise a request into it at all. A department's membership is who reads its queue if their own permission only lets them see tickets assigned to them; a reader who may see every ticket your firm has sees every department regardless. The first department your firm creates becomes the default automatically — where an incoming request names no department, it lands there.

The support team: separately from ordinary departments, mark which ones make up your firm's own senior tier — the level a frontline ticket escalates to before it can go on to Veilux (see "The queue, and working a ticket"). Left unset, every active staff-or-everyone department, plus the default, counts as the support team automatically; picking your own list here overrides that default.

When it refuses: "Departments are not available to your role" needs the permission to read settings; changing one, or the support-team list, needs the further permission to write them.