No company can operate inside of a vacuum. All companies have a network of vendors, suppliers and partnerships to coordinate with regularly while conducting business. All companies have custom internal structures and units responsible for specific tasks inside company. LiveAgent integrates the perfect solution known as “Departments”.
Departments are used to arrange the different agents into groups, whereas each group has the responsibilities to respond to groups’ emails, chat messages or other support channels assigned into department. The application provides the ability to define which agent has access to which departments’ tickets. One agent can be assigned to multiple departments.
One agent can be responsible for tickets in multiple departments. You can define in detail, which support channels will be assigned to his queue of open tickets (e.g. just chats, mails, phones calls or combinations).
The departments feature is a great organizational tool that allows administrators to track all of the departmental statistics on the home page, making trouble tickets management more convenient and efficient.
