Support Settings: Departments

The Support Desk in IP.Nexus allows you to set up multiple departments. For example, you might have a "Sales" department staffed by one group, and a "Support" department staffed by another. You could also create departments for "Advanced Support" and so on.

Support Departments can be managed from Admin CP --> My Apps --> IP.Nexus --> Departments.

To create a new department, click "Add Department". You can edit or delete an existing department using the buttons on the right, and you can reorder departments by clicking and dragging the arrow icon on the left.

There are 3 common department setups:

• Public - anyone can create a support request
  To set up a public department, you would set the "Members can submit support requests to this departments?" to yes, and the "Requests should be associated with package?" to no.
  The most common use of a public department is Sales.
• Package Only - only members who have an active package can create a support request
  To set up a package only department, set both "Members can submit support requests to this departments?" and "Requests should be associated with package?" to yes. Then select the packages which should be included.
  The most common use of a package only department is Support.
• Private - nobody can create a support request (i.e. requests can only be there if a staff member moves them there)
  To create a private department, set "Members can submit support requests to this departments?" to no. You can make use of the "Requests should be associated with package?" to display warnings to staff members if a request is moved there and is not associated with a package, even though members won't be able to submit support requests there.
  The most common use of a private department is Advanced Support.

There is another setting labelled "Incoming Email" - this allows you to specify an Email address which if users send an Email to, it becomes a support request in the department. This is very useful for sales departments - for example, members could EMail [email protected] and have an Email conversation with your staff, but it would be handled through IP.Nexus.
In order to use this setting, you must first set up incoming Email for the Email address you wish to use.