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Service Desk V2 Admin Guide

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Service Desk Admin Panel > Configure Staff Settings > View And Manage Departments
  • Introduction To Service Desk V2 Module
    • Login To The Service Desk V2 Module
  • Service Desk Admin Panel
    • Configure Staff Settings
      • Configure Agent Profile
      • View And Manage Departments
      • Create Teams
      • Manage Groups
    • Email Management
      • Email Configuration
      • Blocked User Email Addresses
      • Email Templates
      • Configure Email Settings
      • Test Outgoing Emails
    • Manage Service Desk
      • Help Topics
      • Service Level Agreements (SLA)
      • Create A Ticket Workflow
      • Ticket Priority Settings
    • View And Manage Ticket Section
      • Ticket Settings
      • Set Auto Response For Tickets
      • Alert And Notices
      • Ticket Statuses
      • Ticket Ratings
      • Close Ticket Workflow
      • Add A Location
      • Ticket Types
  • Service Desk Staff Panel
    • Staff Panel Dashboard
      • View Dashboard Reports
      • View And Manage Reports
      • View Statistics
    • Manage Users And Organizations
      • Manage Users
      • Manage Organizations
    • Manage Tickets
    • Manage Tools
      • Canned Response
      • Create And Manage Knowledge Base
    • View Report
  • About ITarian

View and Manage Departments


 

  • Departments are the administrative service groups of the company, created to organize the tickets. You can organize field technicians(Agents) into different service groups(Departments)

  • A manager can be assigned to each department, choose the email account that each department will use to communicate with customers. Any communication/ticket received via email will be assigned to a relevant department. 

  • When you have different departments, it is easy to categorize and assign the tickets of your end-users to agents for resolving. Here, Admin is allowed to create, edit, delete and view the department details. 
Go to the Admin > Staff > Departments

 

 

  • A list of available departments can be seen here.

  • Click  ‘Create a department’ button to create a new department.




Name - Add a name to your department in name text field for ex: Support, Sales, etc. 

Type - You can set the department type as Public/Private. The department visibility in the drop-down is shown for the agent or client when they create tickets based on the option selected here.
    • ​"Private" - Department will not show in the create ticket form when the client is creating a ticket from the portal.
    • "Public" Department is visible in ticket forms for everyone i.e, admins, agents as well as clients.
Manager -  Select a manager of the department from the drop down list, all the user accounts created will appear in this list. Either you can have single or multiple managers for a department.

Outgoing email  - Enter the email id that the department will use to send an email to the clients. whenever any activities are made on the ticket. It can either be a system default email or you can select any email id from the drop-down to send outgoing emails. 
  • There is an option to have a system's default department signature by selecting the checkbox just below the department signature box.

  • Click on 'Submit' to retain the department details and continue.

Edit a department details:

  • Navigate to Admin Panel > Staff > Department.
  • Click on the edit icon in the 'Actions' column and update the department details and save it.

Delete a department 

  • Navigate to Admin Panel > Staff > Department.
  • Click on the Delete icon in the Actions column to delete the department.


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