Each department in Zoho Desk has its own set of agents, SLA policies, business hours, automation rules, and ticket views. This allows large organisations to operate separate support functions within one Zoho Desk account without cross-department interference.
Tickets are routed to departments based on the email address they arrived at, the web form that submitted them, or workflow rules evaluating ticket properties. A ticket arriving at billing@company.com goes automatically to the Billing department.
Each department can have its own SLA policies, business hours, email templates, and agent assignments. This means a 24/7 support department and a 9-to-5 billing department can coexist in the same account with different operating parameters.
A department in Zoho Desk is a logical unit that groups agents, channels, and settings for a specific support function. Tickets are routed to the relevant department based on the channel or automation rules.
Yes. Each department has its own SLA configuration, business hours, and automation rules. This allows different teams, such as billing and technical support, to operate with separate service commitments.
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