Departments and users
Posted on 04 December 2008 by Bruce
Every place of business has departments, whether it’s HR, support, sales, shipping or whatever.
iDesk has departments too.
And the great thing about having departments is that mail can be sent directly to a department, so that only users belonging to that department can see it!
So lets say you have three departments
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Sales
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Service/Support
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Shipping
and now lets assume your domain is idesksupport.com, so you could have the following email addresses
In the admin area of iDesk click on Department, then click on the green Plus sign to add a department.
Enter a department name and description and click add. Do not worry about the “Staff Only” checkbox, I’ll explain that in another post. Repeat this process for each department.
Now click on Email Processing, then click on the green Plus sign to add a new email address.
Beside Department, choose one of your departments. For this example lets use Sales.
In the email box enter sales@idesksupport.com. In the following boxes enter the information to log into your email account. You can leave Alias blank. Keep Delete emails after pop checked and click Add.
Now we need to add a user to the sales department. Click on User and then click on the green Plus sign to add a new user. Here you will add the users name, their personal email address and the password for their iDesk account.
Choose the Staff button and then check off the Sales department and click add.
You’re done! You now added a user that is only able to view the sales department emails in iDesk.
When that user logs in all they will see are tickets from the sales Department. They will not be able to view tickets from anywhere else.
This keeps users on task, and does not permit them to see information they are not entitled to.
Remember that admins can see emails in any department. They are like moderators so they can check up on how everything is going and make sure that emails are being replied to in a consistent manner.
