How can I move requests between departments?
If you have multiple departments in your account, you are allowed to move a request between departments. To move a request, follow the steps mentioned below:
- Goto detail view of a request
- From the header, click Move, to open a list of departments configured in Zoho Support
- Click on a department to move the request from the current department
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Can I move a solution from one topic to another?
Yes, you can move solutions from one topic to another. To move a solution, Click Solutions tab Select a solution, you wanted to move Click Move To, to list the topics available under Solutions Select a topic you wanted to move this solution and ...
Can I search across departments?
Yes, you can search across departments using global search on the right hand pane of the home page. You can perform a cross department search by selecting "All Department". For more understanding, refer the image below.
Managing Departments in your Help Desk
Departments are the various business divisions within your organization. They can be categorized based on your products, geographical locations or teams. Zoho Desk enables you to create departments and manage customer support individually for each of ...
Associate a Support Rep with multiple departments.
You can associate a support agent to multiple departments in Zoho Support. Follow the steps mentioned below: Goto Setup>Users & Permissions> Users In the Users page, edit a support rep and check the departments they can access under the "Department ...
How can I access the All Departments view?
If you are using multiple departments in Zoho Desk, it is essential that you track their progress under one holistic view. The All Department view helps you do just that. It enables you to view the entire list of tickets irrespective of the ...