Departments and predefined replies
Oct 15, 2026
Departments
Open Settings > Support Departments and click Add Department.
| Option | What it does |
|---|---|
| Department | The name clients see |
| Notification Email | New tickets in this department are emailed here |
| Description | Shown to clients |
| Assigned Admins | The staff who work this department |
| Auto-responder | Sends an automatic reply when a ticket opens |
| Request feedback | Asks the client to rate the ticket when it is closed |
| Hidden | Hides the department from clients |
| Client-only | Only clients can open tickets in it. Staff cannot use Open New Ticket for it. |
The list shows how many tickets each department has.
Predefined replies
Open Support > Predefined Replies to save answers you give often. Give each a name and a body. On a ticket, insert one into the reply box and edit it before you send.
Write them with the common placeholders, then personalise. Group related answers by naming them consistently ("Billing - refund policy").
Knowledgebase link
General Settings > Support > Knowledgebase Link shows suggested knowledgebase articles to clients as they type a new ticket. Publish helpful articles in the Knowledgebase and fewer tickets arrive.