Knowledgebase : Frequent Asked Questions

Departments


Tickets belong to departments. A department is like a folder for tickets: tickets can only belong to one department, and you can assign staff teams or individual staff users to departments, which allows them to access and manage tickets in that department.

Typical departments might include Sales, Support, Finance, Bugs and so on. Departments can be public or private: if a department is public, it means your customers can select that department when creating a new ticket in the support center.

In ATEIS Ticket System, all of your customer conversations are tracked as tickets (you might also know them as support tickets, support requests or incidents).

Any message which comes into the helpdesk - whether from the web, the support center or email - is tracked as a ticket, keeping everything related to a conversation in one place.