You asked for it and we listened. We’re rolling out Departments shortly which will allow you to have different queues for departments like Sales, Support, Billing, and more.

You’ll get to name the departments whatever you like, assign reps to each department and assign cases just as easily as you did before, but with the ability to specify a department, too.

Not only does this make sorting cases easier, it will allow you to see improved analytics on performance between departments, for example:

  • How quickly does Billing resolve issues vs. Customer Support?
  • How many cases does each department get and where is the volume trending?
  • How satisfied are customers with each of your departments?
  • And much more…

That’s the latest. Keep an eye out for more news as Departments officially roll out!