Adding a New Department
From ACCORD5 Docs
To add a new department to your helpdesk, head over to the "Management" section of the ACP. In the grey sidebar menu, under Ticket Control, click on Add Department.
You will be greeted with the Adding Department screen. Let's walk through it:
Name
The desired name for your department, visible to customers and staff.
Description
A brief description of the department's purpose, visible to customers and staff.
Allow Escalation
Choose to allow tickets in this department to be bumped to a higher priority status.
Escalate To
Select a different department that tickets in this department should be escalated to, or select 'None' to keep the escalated ticket in this department.
Escalate Wait Time
Enter the number of hours that must pass before a ticket can be escalated.
Auto Close Wait Time
Enter the number of hours that must pass before a ticket with the status of 'Awaiting Client Action' will automatically be closed.
Enable Email Piping
If set to 'Yes', customers will be able to submit and reply to tickets in this department via email. This feature requires that you configure your server mail forwarders for email piping; see Email Piping.
Incoming Email
If you have enabled email piping, enter the email address at which customers can submit tickets and replies.
Enable POP3 Checking
If set to 'Yes', Trellis Desk will automatically check a POP3 server for email to pipe into the helpdesk.
NOTE: Trellis Desk 1.0 does not currently support POP3 checking; these options are here for preparation purposes only. Please use email piping instead. POP3 support will arrive in a future release.
Mail Server Address
If you have enabled POP3 mail checking, enter the server address here.
Mail Server Username
If you have enabled POP3 mail checking, enter an account username here.
Mail Server Password
If you have enabled POP3 mail checking, enter an account password here.
Can Close Tickets
If set to 'Yes', users will be able to mark their own tickets as closed.
Require Close Reason
If set to 'Yes', a reason must be provided stating why the ticket was closed.
Allow Attachments
Select whether or not users can upload attachments to their tickets/replies.
Group Permissions
Select which user groups have permission to create new tickets in this department.
Click the "Add Department" button once you're finished.
