If you’ve been reading this blog then you already know that users can be assigned to one or more departments.

If not, then read on!

Lets assume you are a rather large company that uses iDesk for all of their support requests and communication. In your company you have a support department, human resources, shipping, billing and sales.

Of course you wouldn’t want a user from shipping to view sales or billing information. And you might not want a user from support to view human resources. There are lots of possibilities here.

When you add a user as staff, you are given the choice as to which department you want to add them to.

So you could add Bob to the support department. Now since Bob only does support there is no reason to check off any other department. When Bob logs into iDesk, all he will see are tickets from Support.

Frank is another user, and he works in sales. Since the sales guys want to ensure their customers get their products out without problems perhaps you would add Frank to both sales and shipping. When Frank logs into iDesk he would see tickets from both sales and shipping.

An admin needs to be careful here though, because in most cases a user does not need to view tickets from any department other than their own. If a user works in both departments then perhaps it is necessary, but typically it is not.

Remember that admins see all tickets, they are not restricted to any specific department.